•Protocoling Microsoft Teams Web Meetings in Salesforce

•Office 365 Authentication - Improving security by requiring authentication

Presence State Synchronization via MS-Teams

•Synchronize the Presence State of your Phone System via Microsoft Teams Presence State

•Presence State synchronization for Webex via Microsoft Teams

•Presence State synchronization for Swyx via Microsoft Teams

•Presence State synchronization for 3CX via Microsoft Teams

Live Agent Dashboard

•Listen in / Barge in - contact sales@mirage-systems.com for a trial license of the Mirage MS-Teams Connector Premium connector

CC4Teams Extended

•Work number tab in CTI Softphone

Live Agent Dashboard

•Listen in / Barge in - contact sales@mirage-systems.com for a trial license of the Mirage MS-Teams Connector Premium connector

MS Teams - Mirage Connector

•Configure phone book search

•Protocol the lost in queue calls - contact sales@mirage-systems.com for a trial license of the Mirage MS-Teams Connector Premium connector

•Send email for a lost call in queue - contact sales@mirage-systems.com for a trial license of the Mirage MS-Teams Connector Premium connector

•Save inbound calls to direct extensions while you're logged out of Salesforce - contact sales@mirage-systems.com for a trial license of the Mirage MS-Teams Connector Premium connector

Live Agent Dashboard

•Activate the Wallboard

•Activate scheduler for Live Agent Dashboard Logout

•Activate scheduler to delete historical data for the wallboard

MS Teams - Mirage Connector

•Activate scheduler for Mirage MS Teams Connector (mandatory even it was enabled before)

•Add your Teams Domain for Internal calls

Call Wrap Up

•Configuration to limit how often a user can extend the wrap-up time in the Unaric Voice SoftPhone.

Workflow

•Missed Calls - new Option: Track missed but answered calls

MS Teams - Mirage Connector

•Activate scheduler for Mirage MS Teams Connector (mandatory)

•Select outbound phone number for a queue (optional)

•Select presence states for call routing (optional)

•Enable Live Agent Status Dashboard , check new configuration values and decide, which fields should be shown in the dashboard

•If SMS is used, explore using templates for flows

•Enable Power Dialer

•Enable Live Agent Status Dashboard , check new configuration values and decide, which fields should be shown in the dashboard, e.g profile picture

•Check if the extension number is added on the Salesforce user record

. This is required to get the presence state in the internal phone directory

•New configuration to not allow editing of the subject line of the call note in the Unaric Voice SoftPhone

•New configuration: Minimize SoftPhone after Save

•Prolong the call wrap-up time

•If you use High Velocity Sales, configure it to be used with Unaric Voice

•If you use ContactCenter4ALL - Dial by e-mail address

•Add skills

•Create new field in task - Call Start Time (hour) - no need to add the field on the page layout

•If SMS is used, create templates

•Create the field Call Transfer Type and add it to the page layout

•If Call Wrap-up time should be used, configure it

•Enable: Minimize Unaric Voice SoftPhone in new TAB to speed up page loading

•Create new field in task - Call Start Time (hour) - no need to add the field on the page layout

•Decide to set latest open task as default option (Incoming call - default / Outgoing call - default)

•If MS Teams with CC4ALL is used add the Queue to the SoftPhone layout (In- and Outbound)

•Search options- in Europe or countries, where direct extensions are used, enable the search in phone fields AND truncate suffix with 3

•For all other countries change to the recommended settings

•Decide if Send an SMS should be used

•If cases are used and multiple record types, select a specific record type when a case is created

•If multiple record types are used for follow-up tasks, select a specific record type for follow-up task and follow-up event

•Have a look at the option to switch the phone system or call center configuration