Select the call type from the drop down you would like to work with and click ‘edit’ for each of the following: We will need to configure the Searched Objects for each Call Type – Internal, Inbound, Outbound. Perform the following action to verify if the SoftPhone Layout is configured for Internal, Inbound & Outbound correctly.Ĭlick Setup-> Customize-> Call Center-> SoftPhone LayoutsĬlick ‘Edit’ to modify the Call Related fields, the SaleForce Objects that will be displayed, and the objects that will be searched to ‘pop’. The screenshot below highlights the option we want for ANI that should be set to ‘Yes’. We want to make sure that the Call Center is configured to pop when the ANI is identified. The Agent must click the link they would like to open and work with. Instead two ‘links’ are displayed, one with the Account name and the other with the Contact name. When the call comes in two objects are identified as containing this phone number, so nothing is popped. In the following screenshot, there is an Account and a Contact with the phone number 1597 attached to it. If multiple Accounts, Contacts, Opportunities etc are identified as containing the ANI (or DNIS) then nothing will be ‘popped’ and you will be shown a list of results within the CTI adapter itself. Since only one search result is found, the Contact is displayed in the main body of the webpage after a few seconds of the call being offered. On this call, the ANI was identified as being attached to a Contact that exists the SalesForce Database. The 1597 Extension is identified as Test Contact). In the following screenshot, the ANI of the customer is highlighted (in this case it’s an Internal Extension that is identified as the caller. The following guide contains information and screenshots of the SalesForce CTI Adapter Softphone configuration. For more information, please visit the following link: We strongly recommend to opt-out if you want to use the SalesForce CTI adapter.
Client PCs will have the option to opt-out if necessary. It was recently mentioned by Microsoft that there will be a push to IE9 in the near future. NOTE: The SalesForce CTI Adapter does NOT work in Internet Explorer 9.
0 kommentar(er)
