Syntellect PhoneLink for SalesForce User Guide - … User Guide.pdfPhoneLink for SalesForce User Guide, ... Configuring links to Nortel CS1000 and ... This chapter describes how to

PhoneLink for SalesForce

User Guide

Software Version 2.2

Document Issue 2.2

ii PhoneLink for SalesForce Version 2.2 User Guide Issue 2.2

.

Copyright © 2009 Syntellect Inc. All rights reserved.

Information in this document is subject to change without notice. Companies, names, and data used in examples herein are fictitious unless otherwise noted. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Syntellect Inc..

Syntellect, Envox CT Connect, PhoneLink for SalesForce, and the Syntellect logo are registered trademarks of Syntellect Inc. or its affiliates in the United States and other countries. All other registered trademarks used in this document are the property of their respective owners.

PhoneLink for SalesForce User Guide, Version 2.2Edition: January 2009

For sales offices and other contact information, visit our web site at http://www.syntellect.com

E60636-001

http://www.syntellect.com

PhoneLink for SalesForce Version 2.2 User Guide Issue 2.2 iii

About This Guide

About This Guide

This guide describes how to install and use Syntellect PhoneLink for SalesForce Version 2.2.

PhoneLink for SalesForce is a CTI adapter that provides softphone features for your Salesforce.com Call Center Edition desktop. Its main capabilities are:

• Screen Pop – delivers call details and the customer’s history to the agent, so that they can personalize their customer interaction and resolve issues more quickly.

• Click-to-Dial – enables the agent to call customers directly from within a Salesforce contact.

• Coordinated call and data transfer – enables notes attached to a call record by one agent to be used by other agents when the call is transferred to them.

PhoneLink for SalesForce works in conjunction with Envox CT Connect™. This guide summarizes how to install CT Connect; for full details, see the Envox CT Connect Installation and Configuration Guide.

Intended Audience This guide is for use by PhoneLink for SalesForce and Salesforce system administrators and users. It assumes that readers are familiar with the terminology and principles of computer telephony integration (CTI).

New Features in PhoneLink for SalesForce Version 2.2 PhoneLink for SalesForce Version 2.2 contains the following new features:

• Support for multiple-call appearance phone sets, which enable multiple calls on a single PBX extension. New calls on a phone have no affect on the display or control of any call that may already be active.

• Extended SalesForce query for screen pop. When the CT Connect server has CIM support, an application can construct an Extended SalesForce SOSL Query and attach it to a call before it is routed to an agent. This query is used to restrict the results of the

iv PhoneLink for SalesForce Version 2.2 User Guide Issue 2.2

About This Guide

SalesForce contact database search triggered by the call arriving at the agent. For more information, see Extended SalesForce Database Searches on page 56.

• Screen pop prevention. You can prevent contact details from being automatically displayed when only a single record is found for an incoming call. For more information, see Preventing Screen Pop For Callers With One Record on page 60.

• New Case button. This makes it easy for agents to create new cases with pre-populated fields during inbound or outbound calls. For more information, see Creating Pre-populated Cases on page 54.

• Licensing change for multiple lines. Multiple DN lines configured for an agent count as only one licensed PhoneLink device. In previous versions of PhoneLink, if multiple DN lines were configured for an agent, each counted as a licensed device.

For a summary of the features in previous releases, see Features of Previous PhoneLink for SalesForce Releases on page 75.

Document Conventions This document uses the following text conventions:

Style/character Usage Examples/explanation

Courier font • File paths and names.

• The content of text files (including program code) and command line output

• Function and class names.

• http://www.syntellect.com

• <item sortOrder="0" name="reqInternalName" label="Internal Name">PhoneLink for SalesForce</item>

• invoke the function TrunkAnswerCall

Arial Bold font • Interface text, including window names, control names and messages.

• Text you type.

• Display the Existing Links, click the logical identifier of the one you want to modify, and click Modify.

• In response to the prompt, enter y.

Bold To emphasize important points.

You require administrator privileges to install the CTC server software.

PhoneLink for SalesForce Version 2.2 User Guide Issue 2.2 v

About This Guide

Italic • Section and document names in cross references

• Variables, arguments and placeholders in commands (angle brackets distinguish concatenated items)

• New terms

• Audible messages from applications (in double quotation marks).

• See Getting Started on page 1.

• ...has the format n.n.n.n, where n is a number between 0 and 25.

• The number of parties an MSI board can place into a conference is called the conference resource.

• “You have twenty-three new messages”

Blue text Hyperlinked cross references

Go to http://www.syntellect.com.

> To associate menu items in a sequence

The instruction to click the File menu, then click Save As is written:

Click File > Save As.

Style/character Usage Examples/explanation


vi PhoneLink for SalesForce Version 2.2 User Guide Issue 2.2

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PhoneLink for SalesForce Version 2.2 User Guide Issue 2.2 i

Contents

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iiiIntended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iiiNew Features in PhoneLink for SalesForce Version 2.2 . . . . . . . . . . . . . . . . . . . . . iiiDocument Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv

1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Hardware Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

CTC computer specification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4PhoneLink for SalesForce User computer specification . . . . . . . . . . . . . . . 4Supported switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Phone requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Installing PhoneLink for SalesForce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Upgrading to PhoneLink for SalesForce. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2 Installing and Configuring CT Connect . . . . . . . . . . . . . . . . .11Installing CTC Server Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Configuring Call Information Manager (CIM). . . . . . . . . . . . . . . . . . . . . . . 13CTC release notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Configuring CTC Server Communication Links . . . . . . . . . . . . . . . . . . . . . . . 15Configuration procedure overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Creating links. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Configuring links to Alcatel, Cisco, Ericsson and Siemens switches. . . . . 19Configuring links to Avaya AES/ASAI switches. . . . . . . . . . . . . . . . . . . . . 21Configuring links to Avaya AES/TSAPI switches. . . . . . . . . . . . . . . . . . . . 23Configuring links to Avaya IP Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Configuring links to Nortel BCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Configuring links to Nortel CS1000 and Meridian . . . . . . . . . . . . . . . . . . . 29Configuring links to SIP switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Starting and Stopping CTC Server and Starting Links . . . . . . . . . . . . . . . . . . 35Starting and stopping server manually . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Starting links manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Checking Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Modifying and Deleting Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Modifying links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Deleting links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

ii PhoneLink for SalesForce Version 2.2 User Guide Issue 2.2

Removing CTC Server Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Reinstalling CTC server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

3 Installing and Configuring PhoneLink for SalesForce . . . . .39Installing PhoneLink for SalesForce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Uninstalling PhoneLink for SalesForce. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Creating PhoneLink for SalesForce Call Centers. . . . . . . . . . . . . . . . . . . . . . 41

Creating multiple PhoneLink for SalesForce call centers . . . . . . . . . . . . . 46Errors when importing CtcAdapter.xml . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Customizing PhoneLink for SalesForce Call Centers . . . . . . . . . . . . . . . . . . 48Custom options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Enabling Copying of Caller ID to Salesforce Contact Page . . . . . . . . . . . . . . 52Updating Caller ID and Match in Salesforce Activity Log . . . . . . . . . . . . . . . . 53Creating Pre-populated Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Agent Wrap Up Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Configuring wrap-up codes on the Avaya ACM. . . . . . . . . . . . . . . . . . . . . 55Configuring wrap-up codes in PhoneLink for SalesForce . . . . . . . . . . . . . 55Extended SalesForce Database Searches . . . . . . . . . . . . . . . . . . . . . . . . 56

Adding Users to Call Centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Removing users from call centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Making Configuration Changes Take Effect . . . . . . . . . . . . . . . . . . . . . . . . . . 59Preventing Screen Pop For Callers With One Record . . . . . . . . . . . . . . . . . . 60

4 Using PhoneLink for SalesForce . . . . . . . . . . . . . . . . . . . . . .61Starting PhoneLink for SalesForce. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Logging in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Displaying PhoneLink for SalesForce dialing pad . . . . . . . . . . . . . . . . . . . 64

Using Wrap-up Codes in PhoneLink for SalesForce . . . . . . . . . . . . . . . . . . . 66Login Failure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Stopping PhoneLink for SalesForce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Reporting Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Salesforce Help and Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

5 IVR Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73Salesforce.com Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

ANI queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Object queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Combined queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

PhoneLink for SalesForce Version 2.2 User Guide Issue 2.2 iii

A Features of Previous PhoneLink for SalesForce Releases .75Features in Version 2.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Features in Version 2.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Features in Version 1 Service Pack 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

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PhoneLink for SalesForce Version 2.2 User Guide Issue 2.2 1

1Getting Started

This chapter describes how to get started with Syntellect PhoneLink for SalesForce:

• its software and hardware requirements. These are described in:

– Software Requirements on page 3

– Hardware Requirements on page 4.

• how to install it and upgrade from previous versions. These are described in:

– Installing PhoneLink for SalesForce on page 8

– Upgrading to PhoneLink for SalesForce on page 9.

This chapter is intended for use by Salesforce administrators.

Typical PhoneLink for SalesForce network

A typical network supporting PhoneLink for SalesForce is shown below.

& CIM (optional)

2 PhoneLink for SalesForce Version 2.2 User Guide Issue 2.2

1 Getting Started

CT Connect and Salesforce environment

The following diagram shows the high-level architecture of the CT Connect and Salesforce environment.

The PhoneLink for SalesForce library (CTCAdapter.dll) monitors and controls the user's phone extension using the CT Connect RPC-based client/server interface. The PhoneLink for SalesForce library acts on behalf of the Salesforce Softphone, which communicates via the Salesforce CTI library. Both libraries are linked in with the Salesforce CTI Adapter (SalesforceCTI.exe), which runs in the system tray when the user logs in or starts PhoneLink for SalesForce. Only the Salesforce Softphone communicates over the Internet with the Salesforce.com hosted CRM environment.

www.salesforce.com

Salesforce Softphone

Salesforce CTI library

PhoneLink for SalesForce

CTC API

COM HTML

CTI Adapter SalesforceCTI.exe

Agent computer

SFDC web server

Internet

LAN

CTC server PBX

PSTN

Hosted SFDC

application

RPC

Web Browser

Database


1 Getting Started

Software Requirements PhoneLink for SalesForce requires the following software on each user’s computer:

• Microsoft® Windows® XP, Windows 2003, or Windows Vista® (32-bit platforms only)

• Microsoft Core XML Services (MSXML) 6.0 or later.

You can download the latest MSXML from Microsoft's web site www.microsoft.com. PhoneLink for SalesForce requires the file msxml6.msi.

In addition, all PhoneLink for SalesForce call center user computers must be in the same network as an Envox CT Connect (CTC) 7.0 server with SP4 or later, an updated software license, and, optionally, CIM. PhoneLink for SalesForce needs to communicate with the CTC server across the network to provide telephony features. The CTC server’s name and network address must be defined in one of the following ways:

• In your network/name server database (if your network has one).

• On each user’s computer. For example, if the CTC server is in the same TCP/IP network, you can add the CTC server’s name and IP address to the Hosts file. On Windows XP computers, the Hosts file is in the C:\Windows\system32\drivers\etc folder. For more information about changing Hosts files, see your network management documentation or ask your network manager.

www.microsoft.com


1 Getting Started

Hardware Requirements For CTC to work in your network, the switch and computer running CTC must satisfy the requirements outlined in this section.

CTC computer specification The computer running the CTC server software must have at least the following hardware and software specifications:

PhoneLink for SalesForce User computer specification The user computer running PhoneLink for SalesForce must have the following minimum specification:

• 1 GB RAM

• 2 GHz processor.

Supported switches CTC and PhoneLink for SalesForce work with the switches in the table below. Some switches must run specific versions of software and/or switch-related CTI link software.

Hardware specification Software specification

At least 100 Mbytes of free disk space. Windows 2000, Windows 2003, or Windows XP.

Connection to the same network as PhoneLink for SalesForce user computers.

For suitable network cards, see the information on the Microsoft web site (for example, to the Windows Hardware Compatibility List).

Software for the network adapter card.

For details, see the documentation supplied with the network adapter card.

A network adapter card for connection to the switch. For TCP/IP, you require a compatible network adapter card. See the Windows Hardware Compatibility List for details.

Software for the network adapter card installed for communication with the switch.


1 Getting Started

Note: PhoneLink for SalesForce does not support call waiting on individual lines.

Switch Switchsoftware

CTI link software Notes/restrictions

Alcatel-Lucent OmniPCX Enterprise

6.0 Support for CSTA required. No agent login/logout capability.

Asterisk® IP PBX 1.2.7 Not required. Does not support

• ACD functionality

• CTI-initiated consultation calls

• Transfer/conference.

Only supports POLYCOM SoundPoint IP phones.

Avaya S8XXX ACM 3.x

ACM 4.x

ACM 5.x

Avaya S 8xxx

AES 3.x and 4.x:

• DLG/ASAI

• TSAPI.

Telephony agents supported. During PhoneLink for SalesForce login, specify the following:

• Extension

• Agent ID

• Password

Leave the ACD Queue field empty.

Restrictions.

The switch does not provide the telephony agent state. Consequently:

• Your call center state may be incorrect. For example, when you are on a call, you might not see the On a Call state.

• When you finish a call, you must change your call center state to Ready for Calls.

For information about changing your call center state, see the Salesforce online help and printed guide.


1 Getting Started

Avaya IP Office 4.1 TAPI 2 Not capable of:

• Agent login/logout (telephony agents not supported)

• Conference calls

• Blind transfer.

Also, you must:

• Install, add and configure the TAPI 2 service provider before defining the link.

• Enable Restrict Last CA.

Cisco® Unified CallManager

4.1 or 5.1 Envox CTC Gateway for Cisco Unified CallManager 7.0 SP0e. For more information and details of how to install this product, see the Envox CTC Gateway for Cisco Unified CallManager User Guide or contact Syntellect.

Telephony agents not supported. During PhoneLink for SalesForce login, do not specify a Password, Agent ID, or ACD Queue.

Restrictions. None. All Salesforce softphone features supported.

Ericsson BP250 4.0 or higher

Ericsson Business Link v 3.2, build 20.

Business phone client software.

Not capable of:

• Agent login/logout

• Conference calls.

Business Link configuration program and CT Connect server and client must be included in Windows Firewall.

Nortel BCM 4.0 LAN CTE 4.0 Not capable of:

• Agent login/logout (telephony agents not supported)

• Conference calls

• Blind transfer.




1 Getting Started

For information about support for other switches, contact your Syntellect sales office.

Phone requirements Each PhoneLink for SalesForce user needs one of the following:

• A feature phone with both a speaker and microphone.

The user must enter the phone’s number when they log in to PhoneLink for SalesForce. See Logging in on page 63.

• A standard phone with a handset.

The user must enter the phone’s number when they log in to PhoneLink for SalesForce and, depending on the phone, may need to lift the handset before PhoneLink for SalesForce can make and/or answer calls.

• A headset/microphone attached to a computer running Session Initiation Protocol (SIP) phone software (only on Asterisk switches). SIP is used to establish sessions in voice over IP (VoIP) networks.

Nortel Communication Server 1000

X21 release 3.0 or later

Contact Center Manager (CCM) Release 6.0 or later.

Telephony agents supported. During PhoneLink for SalesForce login, specify the following:

• Extension

• Password

Leave the Agent ID and ACD Queue fields empty.

Restrictions. None. All Salesforce softphone features supported.

Nortel Symposium Call Center Server Release 4.2 or later or Nortel Symposium Express Release 4.2 or later. These Symposium products include Meridian Link Services (MLS) software.

Nortel Meridian 1 X11 release 24 or higher

Nortel Symposium Call Center Server Release 4.2 or later or Nortel Symposium Express Release 4.2 or later. These Symposium products include Meridian Link Services (MLS) software.

Siemens Hicom 300 range

CallBridge

Siemens HiPath range

HiPath Common Application Platform (CAP) V3.0.




1 Getting Started

Installing PhoneLink for SalesForce To install PhoneLink for SalesForce for the first time:

1. Download, install and run the Envox CT Connect server v7.0 SP4 (or later) software on a computer in the same network as the user computers that will run PhoneLink for SalesForce. This is described in Chapter 2 Installing and Configuring CT Connect.

2. Download and install PhoneLink for SalesForce on every user computer. This is described in Chapter 3 Installing and Configuring PhoneLink for SalesForce.

Once you have completed these steps, users can use PhoneLink for SalesForce as described in Chapter 4 Using PhoneLink for SalesForce.


1 Getting Started

Upgrading to PhoneLink for SalesForce To upgrade your PhoneLink for SalesForce installation to Version 2.2:

1. Download, install and run the Envox CT Connect server v7.0 SP4 (or later) software on a computer in the same network as the user computers that will run PhoneLink for SalesForce. This is described in Chapter 2 Installing and Configuring CT Connect.

2. Download the file SyntellectPhonelink22.zip on to the computer you are going to use to administer PhoneLink for SalesForce.

Note: This installation file is used both for installing PhoneLink for SalesForce for the first time, and for upgrading existing PhoneLink for SalesForce installations. If it detects an existing installation it upgrades it.

3. Unpack the zip file, and copy the self-extracting file setup.exe to every computer on which PhoneLink for SalesForce is installed.

4. On each PhoneLink for SalesForce user computer:

a. Stop PhoneLink for SalesForce, as described on page 70.

b. Run setup.exe, to upgrade the installation.

5. Log in on the PhoneLink for SalesForce administrator computer.

6. Create and configure a new PhoneLink for SalesForce call center based on the updated CtcAdapter.xml file contained in the release. Do not give the new call center the same name as the original call center. For details of how to do this, see Creating PhoneLink for SalesForce Call Centers on page 41.

7. Remove the PhoneLink for SalesForce users from the old call center, as described in Removing users from call centers on page 59.

8. Add the PhoneLink for SalesForce users to the new call center. For details of how to do this, see Adding Users to Call Centers on page 58.

9. Reboot all the PhoneLink for SalesForce user computers.

Caution: You must reboot the user computers for the upgrade to take effect.

Users can now restart PhoneLink for SalesForce.


1 Getting Started


2Installing and Configuring CT Connect

Before you install PhoneLink for SalesForce, you must install Envox CT Connect (CTC) 7.0 SP4 (or later) server software on a computer in the same network as the Salesforce call centre (PhoneLink for SalesForce) user computers. The CTC server relays all telephony requests and responses – such as making and answering calls – between PhoneLink for SalesForce and the switch. For details of the other PhoneLink for SalesForce system requirements, see Chapter 1 Getting Started.

This chapter describes how to configure CTC to work with the switches supported for PhoneLink for SalesForce (these switches are listed on page 4). The main sections of this chapter are:

• Installing CTC Server Software on page 12

• Configuring CTC Server Communication Links on page 15

Details of configuring links to different switch types begin on page 19.

• Starting and Stopping CTC Server and Starting Links on page 35

• Checking Links on page 36

• Modifying and Deleting Links on page 37

• Removing CTC Server Software on page 38.

Note: This chapter does not describe how to set up the switches or the switch software for use with CTC. Your switch administrator will do this.

Fore more information about CTC, see the CT Connect Installation and Configuration Guide. You can install online copies of this document from the CTC server software CD-ROM.

If you need further assistance, including how to purchase and license CTC software, contact your Syntellect sales office.


2 Installing and Configuring CT Connect

Installing CTC Server Software Note: You require administrator privileges to install the CTC server software.

To install the CTC server software:

1. Log in as administrator on the computer you want to set up as a CTC server.

2. Download the CTC software (7.0 SP4 or later) onto the computer.

Note: For details of how to download the CTC software, contact your Syntellect sales office.

3. Locate and run the file \CT Connect Server\setup.exe.

The CT Connect InstallShield Wizard runs:

4. Click Next.

The CTC server license agreement is displayed.

5. Select I accept the terms of the license agreement and click Next.



6. When prompted for customer information, enter your name and your company’s name.

7. You are prompted for the type of installation.

What you do next depends on whether you want to install CIM as well as CTC.

– If you don’t want to install CIM, select Typical; this Installs the CTC server software and documentation.

– If you want to install CIM, select Custom.

You are prompted to select additional software to install.

c. Select Call Information Manager.

For more information about installing CIM, see the CT Connect Installation and Configuration Guide.

d. Configure Call Information Manager, as described in Configuring Call Information Manager (CIM), below.

When installation is complete, the wizard asks if you want to restart your computer.

8. Copy the license file import.xml to the appropriate folder:

C:\Program Files\Envox\CT Connect\Licenses\

Note: The license must include the appropriate number of CTC PhoneLink for SalesForce Devices.

9. In the wizard, accept Yes, I want to restart my computer now and click Finish.

You can now:

• read the CTC release notes, which includes information about CIM. For more information, see CTC release notes on page 14.

• set up a communications link between the CTC server and switch. This is described in Configuring CTC Server Communication Links on page 15.

Configuring Call Information Manager (CIM) If you have installed CIM (see step 7, above), you now must configure it.

To configure CIM:

1. Ensure your software license has the CIM feature enabled.

2. Create the CIM database tables.

SQL script files for all supported databases are installed in:

C:\Program Files\Envox\CT Connect\CIM\sql



use these to create the necessary tables.

3. Define an ODBC system DSN for the database.

4. Use the Call Information Manager Configuration application to configure the link between the Call Information Manager and the CTC server. Also define the phone extensions of the PhoneLink for SalesForce users to be monitored by CIM.

5. Start the Call Information Manager service.

For more information about configuring CIM, see the CT Connect Installation and Configuration Guide.

CTC release notes CTC release notes are contained in the readme file in the installation directory; by default this is:

C:\Program Files\Envox\CT Connect\readme.htm

You can view the release notes either by directly opening the file, or by selecting from the Windows Start menu:

All Programs Envox CT Connect Readme

Note: Under Windows 2000 and Windows 2003, All Programs is Programs.



Configuring CTC Server Communication Links A server communications link is a logical path between the CTC server and the switch. It specifies:

• the network locations of the CTC server and switch

• the network protocol used

• the switching protocol used

and any other information needed for the server and switch to exchange data.

Once you have configured a link, you can start it. When you start a link the server and the switch interact to create a path for exchanging data.

Configuration procedure overview You use the CTC Configuration Program to create and configure links between the CTC server and one or more switches. Link information is stored in the Windows registry; when you delete a link, this registry information is deleted.

To configure a link:

1. Gather the information you need to set up the link. Your switch administrator will supply some of this information.

2. Use the Configuration Program to create the link and identify the switch and the transport protocol used between the CTC server and the switch. This is described in Creating links on page 16.

3. Enter information about the switch in the Configuration Program.

4. Save the information and exit the Configuration Program.

Multiple links

You can use the Configuration Program to configure links from the CTC server to more than one switch or, if your switch supports them, several links from the CTC server to the same switch.

If you configure additional links, note that:

• Each link must have a unique logical identifier.

• If you configure more than one link to the same switch, each link must be uniquely configured on the switch. For example, multiple links between the server and a Nortel switch each require a different application identifier.

• Each Salesforce call center definition can use only one link.



Creating links To create a link:

1. Start the CTC Configuration Program on the CTC server. From the Windows Start menu select:

All Programs Envox CT Connect Configuration Program


The following dialog box is displayed:

You can use the dialog box to create a new link, or to modify or delete an existing link; this is described in Modifying and Deleting Links on page 37.

Note: During this procedure, and the switch-specific ones that follow, some parameter values may be dimmed. This shows either that they do not apply to the type of link you are configuring, or that you cannot change them.

2. Enter a logical identifier for the new link between the server and the switch. This is a string of up to 15 upper or lower case alphanumeric characters and underscores (_). For example, Ncp_1.

3. Click Add.



The link is created, and you are prompted to select the type of switch in the link. For example:

4. Select the switch you are using.

For this switch... Select this switch type

Alcatel-Lucent OmniPCX Office Alcatel OmniPCX Office

Asterisk® IP PBX SIP Call Control

Avaya S8XXX switch with ACM 3.x/4.x/5.x with TSAPI

Avaya S 8xxx (AES/TSAPI)

Avaya S8XXX switch with ACM 3.x/4.x/5.x ASAI

Avaya S 8xxx (AES/ASAI)

Avaya IP Office 4.1 Avaya IP Office

Cisco® Unified CallManager CTC Gateway for Cisco Unified Call Manager

Ericsson BP250 Ericsson BP250

Nortel BCM 4.0 Nortel BCM

Nortel CS 1000 with CCM 6.0 Nortel CS 1000 with Contact Center Manager

Nortel CS 1000 with Symposium Nortel CS 1000 with Symposium



5. Configure the link for the switch you are using. This is described in the following sections:

6. To quit the CTC Configuration Program, click Exit.

Nortel Meridian 1 with Symposium Nortel Meridian with Symposium

Siemens Hicom 300 Series with CallBridge Siemens Hicom 300E CallBridge

Siemens HiPath 4000 Series with CAP V3.0 Siemens HiPath 4000 Series CSTA III

For this switch type... Follow this procedure

Alcatel OmniPCX Office Configuring links to Alcatel, Cisco, Ericsson and Siemens switches on page 19

Avaya S 8xxx (AES/ASAI) Configuring links to Avaya AES/ASAI switches on page 21

Avaya S 8xxx (AES/TSAPI) Configuring links to Avaya AES/TSAPI switches on page 23

Avaya IP Office Configuring links to Avaya IP Office on page 25

CTC Gateway for Cisco Unified Call Manager

Configuring links to Alcatel, Cisco, Ericsson and Siemens switches on page 19

Ericsson BP250

Nortel BCM Configuring links to Nortel BCM on page 27

Nortel CS 1000 with Contact Center Manager

Configuring links to Nortel CS1000 and Meridian on page 29

Nortel CS 1000 with Symposium

Nortel Meridian with Symposium

Siemens Hicom 300E CallBridge Configuring links to Alcatel, Cisco, Ericsson and Siemens switches on page 19 Siemens HiPath 4000 Series CSTA

III

SIP Call Control Configuring links to SIP switches on page 31

For this switch... Select this switch type



Configuring links to Alcatel, Cisco, Ericsson and Siemens switches The following switches use a TCP/IP connection to the CTC server:

• Alcatel OmniPCX Enterprise or OmniPCX Office switches

• Ericsson BP250

• Gateway for the Cisco Unified CallManager

• Siemens Hicom switches

• Siemens HiPath switches.

When you select an Alcatel, Cisco, Ericsson or Siemens switch, a dialog box similar to the following is displayed:

Use the dialog box to specify the following:

1. Switch IP Address. Your switch administrator can supply this.

Enter either:

– in the format n.n.n.n, where n is a number between 0 and 255. For example, 24.36.0.189.



– a name already defined in a host file or in a distributed name server (DNS) database.

2. Port Number – the number of the TCP/IP port that the CTC server uses to communicate with the switch.

This must be the same as the TCP/IP port number on the switch.

3. Local IP Address – the IP address of the CTC server network adapter card.

Note: You need to specify a local IP address only if more than one adapter card is installed, to identify the one connected to the switch.

4. Auto Start Link – select this (the default condition) to start the link when the server is booted.

5. Auto Restart Monitors – accept the default of not selected (feature disabled). This control may be dimmed.

6. Timestamp – determines whether the timestamp used comes from the switch or the CTC server. The default selection is Server.

7. CIM Host Address – accept the default: localhost.

Note: CIM features are used only if CIM is installed and running.

8. Authorization – accept the default: Off.

9. Advanced – click this, and from the dialog box select (enable) Server Application Data for all links.

For information about advanced settings, see the CT Connect Installation and Configuration Guide.



Configuring links to Avaya AES/ASAI switches When you select the Avaya AES/ASAI switch, the following dialog box is displayed:


1. Switch IP Address – the IP address of one of the following:

– the switch

– the DEFINITY LAN Gateway (DLG)

– MAPD

– Avaya Enablement Services (AES) module.

Your switch administrator can supply this.

Enter either:





2. Link Number – the identity of the link to the switch. A number in the range 1 to 8; the default is 1. Your switch administrator can supply this.

If you configure more than one link from the CTC server to the same Avaya switch, each must have a unique link number.













Configuring links to Avaya AES/TSAPI switches When you select the Avaya AES/TSAPI switch, the following dialog box is displayed:


1. AES Server Address – the IP address of the Avaya Enablement Services (AES) module. Your switch administrator can supply this.

Enter either:



2. Port Number – the number of the TCP/IP port that the CTC server uses to communicate with the switch. Accept the default value of 450.









8. TSAPI Service Name – the name of the TSAPI service on the AES.

9. Username – your TSAPI service username.

10. Password – your TSAPI service password.





Configuring links to Avaya IP Office Note: Before configuring links to Avaya IP Office, you must install the TAPI service provider

interface (SPI) used for the link between the CTC server and Avaya IP Office. The default is tapi2w.tsp (version 1.0.0.30 from the Avaya Client SDK for IP Office 1.4).

When you select Avaya IP Office, the following dialog box is displayed:





4. CIM Host Address – CIM not supported; accept the default: localhost.


6. Provider Name – accept the default: tapi2w.tsp.







Configuring links to Nortel BCM Note: Before configuring links to Nortel BCM, you must install the TAPI service provider

interface (SPI) used for the link between the CTC server and Nortel BCM. The default is EnterpriseEdge.tsp (version 113.0.33.3 from Nortel LAN CTE 4.0 for BCM).

When you select Nortel BCM, the following dialog box is displayed:



2. Auto Restart Monitors. – accept the default of not selected (feature disabled). This control may be dimmed.




6. Provider Name – accept the default: EnterpriseEdge.tsp.







Configuring links to Nortel CS1000 and Meridian When you select Nortel CS1000 or Meridian switch, the following dialog box is displayed:


1. Switch IP Address – the IP address of the Contact Center Manager, or the C-LAN address of the Symposium system. Your switch administrator can supply these.

Enter either:



2. Port Number – the number of the TCP/IP port that the CTC server uses to communicate with the switch. You cannot change the default value of 3000.

3. Switch Option – set this to 1.











10. Application ID – a name that identifies the link to the switch.

Enter a string of up to 20 alphanumeric characters.

Note: You can configure multiple links between the CTC server and a Nortel switch. However, you must specify a unique application identifier for each link.

11. Machine ID – you cannot change the default setting of SL16.

12. Customer Number – an identification number for your customer group on the switch. If your switch is partitioned to accommodate different groups of users (or customers), ask the switch administrator to supply the appropriate customer number. The program provides 0 as the default.#

13. Host Name – you cannot change the default setting of LanLink.





Configuring links to SIP switches Note: Each CTC server supports only one link to a SIP switch.

When you select a SIP switch (Asterisk switch), the following dialog box is displayed:.


1. Switch IP Address – the IP address of the SIP switch, in the format n.n.n.n, where n is a number between 0 and 255. Your switch administrator can supply this.

2. Port Number – the IP port number on the SIP switch used to communicate with the CTC server. Accept the default value of 5060.

3. Local Port Number – the IP port number on the CTC server that SIP phones use for registration and SIP signaling. Accept the default value of 5060.








9. Local Domain. Enter the IP address or the SIP domain name for the CTC server.

10. Local IP Address. The CTC server IP address used for SIP and Real-time Transport Protocol (RTP) communication. CTC uses RTP to generate tones that a user can hear on a SIP phone. For example, when a user makes a call, CTC uses RTP to generate the dial tone.

Enter an address in the format n.n.n.n, where n is a number between 0 and 255.

11. PBX Realm. The IP address or domain name of the SIP switch. Enter an address in the format n.n.n.n, where n is a number between 0 and 255.

12. RTP Port Base. The first port number to be used for RTP. The default is 8000.

13. RTP Channels. The maximum number of RTP channels (phones) for which CTC can generate tones simultaneously. One channel uses two RTP ports because the channel is bidirectional. The default is 50.

– For a small call center, set this to the number of SIP phones that will be used with CTC.

– For larger call centers, set this to less than the number of SIP phones that will be used, to prevent the tying-up of RTP ports that are only used when CTC receives third-party call control requests.

14. Tone Region. The country-specific tone. Select US for United States, or UK for United Kingdom.

15. Registration Database. The ODBC data source name of the SIP registration database, which holds the usernames and passwords of all the SIP phones you want to use with CTC. PhoneLink for SalesForce uses this information to communicate with the SIP switch and phones.

The default data source name is SIPRegistrationDB. This references the Microsoft Office Access database installed with the CTC server software at:

C:\Program Files\Envox\CT Connect\CTC\Config\SIPRegistrationDB.mdb

You can use your own ODBC database by specifying the corresponding ODBC data source name.



16. Database Username. If required, the username for access to the SIP registration database. You do not need to enter a username for the default registration database, but you may need one for your own database.

17. Database Password. If required, the password for access to the SIP registration database. You do not need to enter a password for the default registration database, but you may need one for your own database.

18. Click SIP Users.

The SIP User Settings dialog box is displayed.

Creating entries in the registration database

You use the SIP User Settings dialog box to define the contents of the registration database in the following way:

a. Click Add to add a SIP phone to the database. The User Details dialog box is displayed.

In the User Details dialog box:

b. Enter a Username – the number of the SIP phone. This is a string of up to 9 integers; for example, 618871.

c. Enter a Password for the SIP phone (if set up on the SIP switch). This is a string of up to 128 alphanumeric characters and other characters, such as * and -.

d. If your CTC application provides routing for calls to the SIP device, select Enable Routing.

If the destination of an incoming call at CTC server matches a SIP device with routing enabled, the CTC application will be prompted for a new destination for the call. The SIP device does not need to be a SIP phone registered with the CTC server. You can enable routing for a virtual device as long as the device is configured on the SIP switch.

e. Click Save. The SIP phone details are saved and the User Details dialog box is closed.

19. When the SIP registration database is complete, you must register the SIP phones with the CTC server’s IP address or domain name.

Editing and removing entries in the registration database

You can edit entries or remove them from the registration database by identifying them in the User Details dialog box, changing any relevant details, and then clicking Edit or Remove, as appropriate.



If the phones you want to use are already registered with a SIP component (for example, with a SIP switch), you must first unregister them from that SIP component, then register them with the CTC server.

The procedure you use for registering/unregistering depends on your SIP phone. Follow the registration procedure in your SIP phone documentation.

20. Click Advanced and select Server Application Data for all links.

For information about advanced settings, see the Envox CT Connect Installation and Configuration Guide.



Starting and Stopping CTC Server and Starting Links The CTC server software starts automatically when the computer boots up. Any links configured to start up automatically with the software are also started. You can also manually start (and stop) the CTC server and start links.

Starting and stopping server manually To start or stop the server manually:

1. From the Windows Start menu, click Control Panel, double-click Administrative Tools, and then double-click Services.

For details of how to do this on other Windows versions, see the Windows online help.

2. In the list, select CtcServer and click Start or Stop, as appropriate.

Starting links manually To start a link manually:

1. Start the CTC Control Program as described in Creating links on page 16.

2. From the list of logical identifiers, select the link you want to start.

3. Click On.

4. Click Exit to quit the CTC Control Program.



Checking Links To check a CTC server communication link:

1. If the CTC server is not already running, start it and the link. See Starting and Stopping CTC Server and Starting Links on page 35.

2. Start the CTC Control Program on the CTC server. The Control Program is a utility you can use to manage the CTC server.

From the Windows Start menu select:

All Programs Envox CT Connect Control Program


The state of each link is displayed.

– If the link’s logical identifier is listed, the link has been configured, and its state should be ON.

If the link is not ON, from the server computer Windows Start menu select:

Programs Envox CT Connect Problem Solving

and follow the troubleshooting procedure.

– If the link’s logical identifier is not listed, the link has not been configured. Follow the procedure Configuring CTC Server Communication Links on page 15.

For more information about the Control Program, see the Envox CT Connect Installation and Configuration Guide.



Modifying and Deleting Links You can modify link configuration and delete links.

Modifying links To modify the configuration of a link:

1. If the link is not running, start it as described in Chapter 2 Starting links manually.

2. Start the Control Program as described in Checking Links on page 36.

The state of each link is displayed.

3. From the list of logical identifiers, select the link to stop.

4. Click Off.

5. Start the Configuration Program, as described in Creating links on page 16.

Display the Existing Links, click the logical identifier of the one you want to modify, and click Modify.

The Configure Link dialog box is displayed.

6. Modify the link’s details.

7. Click Save.

8. Quit the Configuration Program.

9. From the list of logical identifiers, select the link to start.

10. Click On.

Deleting links To delete a link:

1. Start the Configuration Program, as described in Creating links on page 16.

2. Select the logical identifier of the link to delete and click Delete.

The link is deleted from the Windows registry.



Removing CTC Server Software To remove the CT Connect server software:

1. From the Windows Start menu, select Control Panel > Add or Remove Programs

2. Select Envox CT Connect.

3. Click Remove.

Reinstalling CTC server software If you want to reinstall the CT Connect server software you must first stop the CTC server, either by:

• rebooting the computer

• following the procedure Starting and stopping server manually on page 35.

If you do not stop the CTC server, you will be unable to reinstall the software.


3Installing and Configuring PhoneLink for

SalesForce

This chapter describes how to install PhoneLink for SalesForce. To do this you must be a Salesforce administrator with permissions that enable you to manage call centers and call center users.

Before you begin, you must ensure that your network satisfies the hardware and software requirements in Chapter 1 Getting Started.

Note: You can find out more about PhoneLink for SalesForce, including how to download, from the Salesforce.com AppExchange web site (www.salesforce.com/appexchange). Simply search for the application name PhoneLink for SalesForce.

To install PhoneLink for SalesForce, perform this procedure:

1. Donwload and install PhoneLink for SalesForce. See Installing PhoneLink for SalesForce on page 40.

Then, on the PhoneLink for SalesForce administrator computer:

2. Set up the PhoneLink for SalesForce call center. See Creating PhoneLink for SalesForce Call Centers on page 41.

3. Customize the PhoneLink for SalesForce call center. See Customizing PhoneLink for SalesForce Call Centers on page 48.

4. Add agents to the call center. See Adding Users to Call Centers on page 58.

5. Start PhoneLink for SalesForce. See Making Configuration Changes Take Effect on page 59.

Individual agents can suppress the display of contact details for callers with only a single record in the SalesForce database. For more information, see Preventing Screen Pop For Callers With One Record on page 60.

www.salesforce.com/appexchange


3 Installing and Configuring PhoneLink for SalesForce

Installing PhoneLink for SalesForce To install PhoneLink for SalesForce:

1. Download the file SyntellectPhonelink22.zip on to the computer you are going to use to administer PhoneLink for SalesForce.

Note: This installation file is used both for installing PhoneLink for SalesForce for the first time, and for upgrading existing PhoneLink for SalesForce installations. If it detects an existing installation it upgrades it. However, you must stop the PhoneLink for SalesForce software prior to upgrade, as described on page 70.

2. Run the file setup.exe.

The PhoneLink for SalesForce InstallShield Wizard runs:

3. Click Next.

The wizard prompts you for the destination folder.

4. To accept the default location, C:\Program Files\Envox\PhoneLink for SalesForce\, click Next.



To specify your own location, click Change.

5. In the Ready to Install Program window, click Install.

The software is installed.

6. When the installation is complete, click Finish.

The PhoneLink for SalesForce software is started and the following icon placed in the

Notification Area at the right-hand end of the Windows Taskbar:

Uninstalling PhoneLink for SalesForce To remove PhoneLink for SalesForce:

1. If PhoneLink for SalesForce is running, stop it as described on page 62. If PhoneLink for SalesForce is not running perform the next step.

2. From the Windows Start menu, select Control Panel > Add or Remove Programs

3. Select PhoneLink for SalesForce.

4. Click Remove.

Creating PhoneLink for SalesForce Call Centers To create a PhoneLink for SalesForce call center:

1. Log in to Salesforce.com at:

http://www.salesforce.com/login.jsp

2. Click Setup at the top of the page:

Step 2

http://www.salesforce.com/login.jsp



3. From the App Setup menu on the left-hand side of the page, select Customize > Call Center Edition > Call Centers.

The Introducing Call Center Edition page is displayed.

4. Click Continue.

The All Call Centers page is displayed.

Step 4



5. Click Import.

The following page is displayed:

6. Click Browse and select the file CtcAdapter.xml in:

C:\Program Files\Envox\PhoneLink for SalesForce

This is the call center definition file.

7. Click Import.

Step 6

Step 7



If the import is successful, a page containing the new call center is displayed. For example:

Note: If the import is unsuccessful and Salesforce displays an error, follow the procedure in Errors when importing CtcAdapter.xml on page 46.

Note: You can display this page in Salesforce by clicking Setup > App Setup > Call Center > Call Centers, and selecting PhoneLink.

Step 8



8. Click Edit to access the Call Center Edit page.

9. In the CTC Server Name field, enter the name of your CTC server.

10. In the CTC PBX Link Name field, enter the name of the link between the CTC server and the switch.

11. In the CTC PBX Type field, depending on your PBX:

Step 9

Step 10

Step 12

Described in Customizing PhoneLink for SalesForce Call

Centers on page 48.

Step 11



– Alcatel, leave blank

– Asterisk IP PBX, enter SIP Call Control

– Avaya S 8xxx (AES/ASAI), enter Avaya ASAI

– Avaya IP Office, enter Avaya IP Office

– Avaya S 8xxx (AES/TSAPI), enter Avaya TSAPI

– Nortel BCM, enter Nortel BCM

– Nortel CS 1000 with either Contact Center Manager (CCM) or Symposium, enter Nortel CS 1000

– Nortel Meridian with Symposium, enter Nortel Meridian

– Siemens, leave blank.

For all other PBX types, leave this field blank.

12. Click Save.

A PhoneLink for SalesForce call center is created.

Now follow the procedure in Customizing PhoneLink for SalesForce Call Centers on page 48.

Creating multiple PhoneLink for SalesForce call centers Some user agents may require the PhoneLink for SalesForce call centre to have features not used by the other agents. For example, some may need a dual-line softphone, whereas others can use only a single-line softphone. Consequently, you may have to create several PhoneLink for SalesForce call centers.

The easiest way to do this is to click Clone on the Call Center Syntellect PhoneLink for SalesForce page (see page 43) to create additional PhoneLink for SalesForce call centers that you can then customize, as described in Customizing PhoneLink for SalesForce Call Centers on page 48.

Errors when importing CtcAdapter.xml When importing CtcAdapter.xml (step 5 on page 43 to step 7 on page 43) the following error messages may appear:

• Invalid Data

• Call Center Internal Name Already Exists

This means that a call center with that internal name already exists.

The PhoneLink for SalesForce internal name is defined in the file:



C:\Program Files\Envox\PhoneLink for SalesForce\CtcAdapter.xml

To create a new PhoneLink for SalesForce call center:

1. Open CtcAdapter.xml using a text editor, such as Notepad:

2. Find the line:

<item sortOrder="0" name="reqInternalName" label="Internal Name">PhoneLink for SalesForce</item>

3. Change the internal name definition. For example:

<item sortOrder="0" name="reqInternalName" label="Internal Name">PhoneLinkforSalesForceCC</item>

4. Save the file and quit the editor.

5. Repeat step 5 on page 43 to step 7 on page 43.



Customizing PhoneLink for SalesForce Call Centers You must now customize the PhoneLink for SalesForce call centre to match your specific requirements. You define:

• The default agent state upon login

• The number of lines provided by the softphone

• Restricted number ranges to use when searching for contact phone numbers

• Whether to add buttons to copy the caller ID of a new contact to the Salesforce Contact phone fields. For more information see page 52.

• Whether to update the Salesforce activity log with the incoming ANI/CLID, and add a checkbox that indicates whether the ANI matches a contact within the Contact database. For more information, see page 53.

• Whether PhoneLink supports Agent Wrap-up Codes. For more information, see page 55.

• The CIM Retry Timer, which is used to make PhoneLink wait before retrieving call-related data from the CIM server. For example, when restricting the results of a SalesForce contact database search, as described on page 56.

To customize the call centre:

1. From the PhoneLink for SalesForce Call Center page (shown on page 44), click Edit.

The Call Center Edit page is displayed. This includes a Custom Options section; for example:

2. Change the parameters as required. For more information, see Custom options on page 49.

3. Click Save.



4. Follow the instructions in Making Configuration Changes Take Effect on page 59.

Custom options You can set the following call center parameters:

• Options. Specifies generic options for the agent:

– The agent state on log in: Ready or Not Ready. By default (empty field), agents are Ready as soon as they log in. If agents are to be in the Not Ready for Calls state when they log in, enter AgentLoginNotReady; the agents must manually select Ready for Calls before they can make or receive calls.

– Call logging into the Saleforce.com database is enabled by default. To disable call logging, enter DisableCallLogging in this field.

– Add buttons to the PhoneLink for SalesForce softphone that enable you to copy the caller ID to the Salesforce Contacts page. For more information, see page 52.

– Update the ANI match and Caller ID fields in the Salesforce Activity log. For more information, see page 53.

– Add a CreateCase button to the softphone. Use this button to create a new case with pre-populated fields. To add this button, enter CreateCaseEnable in this field. For more information, see page 54.

Note: If you enter multiple options, separate them with spaces.

• Line Options. Specifies whether the PhoneLink for SalesForce softphone provides one or two lines, and what the lines are used for. When this field is empty, PhoneLink for SalesForce is a single-line phone.

If your agents require dual-line phones, enter DualLine in this field. The first line is an agent line, and the second line is a standard extension line and is used for click-to-dial. Dual-line support has been tested with the following switches: Nortel Meridian, Avaya S87XX Series, Siemens Hicom, Cisco Unified Call Manager, and Nortel CS1000.

The Line Options parameters are:

Setting Description

<empty> Single-line support only.

AgentLine1 Agent calls are on line 1.

AgentLine2 Agent calls are on line 2.



For example, to use dual-line support with click-to-dial calls on line 1, enter DualLine DialLine1 (make sure your PBX supports any settings that are not part of the default DualLine settings).

Note: If you enter multiple line options, separate them with spaces.

• Agent Wrap Up Codes. Specifies that wrap-up codes should be used within Salesforce.com and/or the PBX. For a description of how to configure PhoneLink for SalesForce to use wrap up codes, see Agent Wrap Up Codes on page 55.

Controlling number searches

When an agent searches for a contact number, all numbers dialed (DNIS) or received (ANI) by the softphone are considered by default. Also, the search returns both customer numbers and internal extensions. To prevent internal extensions being searched, enter values in the search fields:

– Search Options

AgentWrapUpLog Enable Wrap Up codes to be displayed and logged in Salesforce.com call records. Agent Wrap Up codes must also be configured as described in Agent Wrap Up Codes on page 55.

AgentWrapUpPBX Enable an agent to enter a Wrap Up (other work) mode and send it to the PBX, but do not store it in Salesforce.com call records. Agent Wrap Up codes must also be configured as described in Agent Wrap Up Codes on page 55.

AgentWrapUpLogPBX Has the same effect as AgentWrapUpLog and AgentWrapUpPBX combined. Agent Wrap Up codes must also be configured as described in Agent Wrap Up Codes on page 55.

DialLine1 Click to dial uses line 1.

DialLine2 Click to dial uses line 2.

DisableConference Disable conference controls in PhoneLink for SalesForce interface (use if your PBX does not support conference calls)

DisableTransfer Disable transfer controls in PhoneLink for SalesForce interface (use if your PBX does not support call transfer)

DualLine Dual-line support with the following default values (AgentLine1, ExtLine2, DialLine2).

ExtLine1 Standard extension is on line 1.

ExtLine2 Standard extension is on line 2.

Setting Description



– Inbound Omit Search List

– Inbound Force Search List

– Outbound Omit Search List

– Outbound Force Search List.

Each search field can contain a comma-separated list of numbers or ranges. The upper and lower bounds within a range are separated by a dash -. For example, the 2000,2020,3000-3999 specifies 2000 and 2020, and all numbers in the range 3000-3999. To search for all numbers of 5 digits or fewer, simply specify 0-99999 as well.

• Search Options. Enter NoSearchLinen to prevent search on that line (n). Enter NoSearchLine1 and NoSearchLine2 to prevent searching on both lines. To enable a more selective search, ensure that NoSearchLinen is not set for the line you want to search, and then use the other search fields.

Note: If you enter multiple search options, separate them with spaces.

• Inbound Omit Search List. For calls received on any line, omit the numbers satisfying this criterion from both the search and from being logged. For example, 0-9999 prevents any four-digit numbers being returned or logged.

• Inbound Force Search List. This overrides the corresponding Omit Search List parameter. For calls received on any line, specify this parameter to search for a few extensions from the larger omitted range.

• Outbound Omit Search List. For calls dialed on any line, omit the numbers satisfying this criterion from both the search and from being logged. For example, 0-9999 prevents any four-digit numbers being returned or logged.

• Outbound Force Search List. This overrides the corresponding Omit Search List parameter. For calls dialed on any line, specify this parameter to search for a few extensions from the larger omitted range.

CIM Retry Timer

CIM Retry Timer is used to make PhoneLink wait (for 10 milliseconds by default) before retrieving call-related data from the CIM server. If PhoneLink cannot retrieve the data after that time, it waits for the timer period and tries again. It retries twice if the initial attempt to retrieve the data fails.

You use the CIM Retry Timer when restricting SalesForce database searches, as described on page 56.



Enabling Copying of Caller ID to Salesforce Contact Page

You can add buttons to the PhoneLink for SalesForce softphone that enable you to copy the caller ID to the following fields on the Salesforce Contacts page:

• Phone

• Home Phone

• Mobile

• Other Phone.

The softphone buttons have the prefix, Copy To. For example: click Copy To Home Phone, to copy the caller ID to the Home Phone field of an existing record.

The softphone buttons are displayed only when a call is answered and the phone number doesn’t match an existing call record.

To use the buttons, the agent must either edit an existing contact, or create (and save) a new contact. The contact must be in edit mode for the copy buttons to work.

Adding the buttons

To add these buttons to the PhoneLink for SalesForce softphone, locate the Options field in the Custom Options section of the Call Center Edit page (an example is shown on page 48), enter CopyButtonsANI and then save the call center settings.



Updating Caller ID and Match in Salesforce Activity Log

PhoneLink for SalesForce can update the following fields in the Salesforce Activity log:

• ANI Match. This checkbox indicates whether the incoming ANI matches a contact within the Contact database.

• CTI ANI. This stores the incoming ANI/CLID. Together with the ANI Match field, this enables you to enable you to generate a wider range of reports, such as the percentage of hits to the contact list as calls arrive.

• CTI DNIS. This stores the number dialed by click-to-dial, the PhoneLink for SalesForce keypad, or a phone handset. It enables you to create reports that identify which of a contact’s numbers was used for a call.

To enable the updating of these fields:

1. In PhoneLink for SalesForce, in the Call Center Options field, enter LogANIMatch and then save the call center settings.

2. Create the custom fields for the Salesforce call logs:

a. Log into Salesforce with administrator privileges.

b. Click Setup at the top of the page.

c. In the menu on the left-hand side, click:

Customize > Activities > Activity Custom Fields

d. For each row in the table below, click New and enter the information from the table.

Field Label

Field Name

Type Description Default Value

Required

ANI Match ANI_Match Checkbox Checked when ANI matches a contact. Unchecked when no match.

Unchecked

CTI ANI CTI_ANI Phone The ANI received from the CTI Adapter.

Unchecked

CTI DNIS CTI_DNIS Phone The DNIS received from the CTI Adapter.

Unchecked



Creating Pre-populated Cases The CreateCase button on the softphone enables agents to create a new case with pre-populated fields during inbound or outbound calls. For how to add this button to the softphone, see Custom options on page 49.

The CreateCase Button is enabled when an inbound or outbound call is answered. Agents click the button to pre-populate a New Case page with the following information:

If an agent changes the Contact Name or Account Name in the Call Log panel they can update the information in the New Case by clicking CreateCase again.

Field Contents

Contact Name From the contact search result or the most recently selected contact (Softphone call log area); blank if no result from search.

Account Name

Status "New"

Case Origin "Phone"

Internal Comments From the call notes



Agent Wrap Up Codes PhoneLink for SalesForce supports Agent Wrap-up Codes (also called AUX Work Reason Codes and Other Work Modes).

Most switches don’t support multiple wrap-up codes, and the codes are logged only against the Salesforce.com call record. With Avaya ASAI and TSAPI links, however, an additional AUX Work Reason Code in the range 1-99 is sent to the PBX. PhoneLink for SalesForce supports these codes for Avaya ACM 3.1 or later.

Configuring wrap-up codes on the Avaya ACM To configure wrap-up codes on an Avaya ACM:

1. Display the Feature-related system parameters form, Reason Codes section.

2. Set Aux Work Reason Codes Type to requested or forced.

– For one digit codes, set Two-Digit Aux Work Reason Codes Type to n.

– For one or two digit codes, set Two-Digit Aux Work Reason Codes Type to y.

3. Display the CTI Link form, and:

– For one digit codes, set Two-Digit Aux Work Reason Codes? to n.

– For one or two digit codes, set Two-Digit Aux Work Reason Codes? to y.

Configuring wrap-up codes in PhoneLink for SalesForce If wrap up codes are configured for the call center, when the agent selects a wrap-up code it is stored in the Call Result field of the call log when the call terminates.

To configure wrap-up codes in PhoneLink for SalesForce:


The Call Center Edit page is displayed.

2. In the Custom Options section, Line Options field, enter one of the settings that enable the use of Wrap-up codes, as described on page 49.



3. In the Custom Options section, Agent Wrap Up Codes field:

– For switches with codes logged in Salesforce.com only, enter a space-separated list of the codes to use. Because the list uses spaces to separate the entries, you must replace all spaces in each mode name with underscores (_).

– For Avaya ASAI and TSAPI links, if required, specify the wrap-up code that will be sent to the PBX as a suffix to the code, with the format:

=otherworknn

where nn is a one or two digit code number. For example:

Using wrap-up codes in PhoneLink for SalesForce is described on page 66.

Extended SalesForce Database Searches When the CT Connect server has CIM support, any third party application can construct an Extended Salesforce SOSL Query and attach it to a call before it is routed to the PhoneLink Agent. This CIM query is then used to restrict the results of the SalesForce contact database search triggered by the call arriving at the agent.

To pass the SOSL query, use the following CIM database table entries:

DataName : EnvoxPLQueryString

DataValue : [User SOSL]

The CIM query has the syntax:

FIND {SearchQuery}

[ toLabel()]

[ IN SearchGroup [ convertCurrency(Amount)] ]

[ RETURNING FieldSpec ]

[ WITH DivisionFilter ]

[ LIMIT n ]



For example:

FIND {4228 or 228} IN PHONE FIELDS RETURNING ACCOUNT(Type, AccountNumber, Name, Id), CASE(CaseNumber, Status, Priority, Id),CONTACT(Title, Name, Id where Name='Arun A'),LEAD(Company, Title, LeadSource, Name, Id)

Setting SIM Retry Timer

For the query to work, the incoming call must arrive at the PhoneLink Agent after the CIM Server associates the CIM Query with the call, otherwise the query is not used to restrict the contact search. You can delay any attached CIM data – including this SOSL query – by setting the CIM Retry Timer value.

Note: Incorrectly changing this value may seriously degrade performance. Customers should not change this parameter without the approval of Syntellect engineers.

To set the CIM Retry Timer:


The Call Center Edit page is displayed.

2. In the Custom Options section, CIM Retry Timer field, enter the number of milliseconds to use.




Adding Users to Call Centers Once the call center is set up, you need to add user details to it. To do this:

1. On the PhoneLink for SalesForce Call Center page, click Manage Call Center Users.

The Manage Users page is displayed.

2. Click Add More Users.

You are prompted for details of the users to add:

Step 2

Step 3



3. Click Find to list users who are not already part of a call center.

The users are listed.

Note: If you need to add a user and can’t find their details, the user may be associated with another call center. If so, remove the user from that call center (described in Removing users from call centers, below).

4. Select the users from the list, then click Add to Call Center.

When you’ve finished configuring PhoneLink for SalesForce, all users must restart PhoneLink for SalesForce on their computers for the changes to take effect. See Making Configuration Changes Take Effect on page 59.

Removing users from call centers To remove a user from a call centre:

1. In Salesforce, click on the call centre (not the Edit link) to display the Manage Users page.

2. Click Remove Users.

You are prompted for details of the users to remove.

3. Select the users to remove, then click Remove.

Making Configuration Changes Take Effect If you define a new PhoneLink for SalesForce call center record or change an existing one, everyone currently using PhoneLink for SalesForce must do the following for the changes to take effect on their computer:

1. Stop PhoneLink for SalesForce, as described on page 70.

2. Start PhoneLink for SalesForce, as described in page 62.



Preventing Screen Pop For Callers With One Record You can prevent contact details from being automatically displayed when only a single record is found for an incoming call. This enables PhoneLink Agents to continue working in their current SalesForce page without being redirected to the contact details of a new, but possibly less significant, call.

To enable this feature in SalesForce:

1. Click Setup > Personal Setup > Call Center Settings > My SoftPhone Settings

2. Select Never open the record automatically for If only one record found on incoming call.



4Using PhoneLink for SalesForce

This chapter describes how to use PhoneLink for SalesForce on the Salesforce.com desktop:

• How to start PhoneLink for SalesForce, on page 62.

• How to use wrap-up codes, on page 66

• What to do if login fails, on page 67

• How to stop PhoneLink for SalesForce, on page 70.

• How to report problems with PhoneLink for SalesForce, page 71

• Salesforce user information, on page 72.


4 Using PhoneLink for SalesForce

Starting PhoneLink for SalesForce To start PhoneLink for SalesForce:

4. From the Windows Start menu, click:

All Programs > PhoneLink for SalesForce > Start PhoneLink for SalesForce


This starts PhoneLink for SalesForce and the Salesforce.com Call Center Adaptor. The

Salesforce icon is shown in the notification area of the Windows task bar.

5. On your internet browser, log in to your Salesforce.com account.

The PhoneLink for SalesForce login screen is displayed within the Salesforce page. Its appearance depends on whether it has been set up for single- or dual-line support:

Single line support login screen Dual line support login screen



Logging in There are two ways to log in to PhoneLink for SalesForce. The one you use depends on how your login has been configured:

• Standard login procedure – lets you make and receive calls using the softphone.

• Telephony agent login procedure – used by telephony agents. Only certain switches support telephony agents.

Standard login procedure

On the PhoneLink for SalesForce login screen:

1. In the Extension field, enter a valid extension number.

If your call center provides a dual-line softphone, you must enter a valid extension number for Line 2 as well.

Your switch administrator can supply valid extension numbers.

Caution: Leave all other fields blank, otherwise PhoneLink for SalesForce will try to log you in as a telephony agent and the login may fail.

2. Click Log In.

Telephony agent login procedure

If your switch administrator has set you up as a telephony agent, you must enter the agent information required by the switch during login.

For information about whether your switch supports telephony agents, and any other restrictions, see Supported switches on page 4.

Caution: Do not enter any information that is not required, otherwise the login may fail.

On the login screen:

1. In the Extension field, enter your extension number.

Your switch administrator can supply valid extension numbers.

2. In the Agent ID field, if required, enter your agent identifier.

Your switch administrator can tell you whether you need to enter an Agent ID.

3. In the ACD Queue field, if required, enter the name of the group or queue set up on the switch.

Your switch administrator can tell you whether you need to enter an ACD queue.



4. In the Password field, if required, enter your password for the group or queue specified in the preceding step

Your switch administrator can tell you whether you need to enter a password.

5. Click Log In.

– Successful login is described in Displaying PhoneLink for SalesForce dialing pad, below

– Unsuccessful login, and how to fix the problem, are described in Login Failure on page 67.

Displaying PhoneLink for SalesForce dialing pad When you successfully log into PhoneLink for SalesForce, Salesforce.com displays an open line with one of the following formats, depending on whether PhoneLink for SalesForce has been set up for single-line or dual-line support:

Note: The drop-down list box may show the agent state as Not Ready for Calls, depending on n the call center default agent state setting. This is defined using the Options parameter, described on page 49.

Single line display Dual line display

Drop-down list box



To display the dialing pad, click the line you want to use. For example, when you click on Line 1 the dialing pad appears as follows:

You can now use the dialing pad.



Using Wrap-up Codes in PhoneLink for SalesForce When on a call in PhoneLink for SalesForce, to add a wrap-up code to the call:

1. Click the drop-down list box (shown on page page 64) and select Wrap Up.

The Current Call Log is displayed:

2. Select a Call Result.

3. Click Done to record your selection.

Note: You must click Done before the call clears because the log will disappear then.



Login Failure If your see the following message:

your login has failed for one or more of the following reasons:

• You entered incorrect information during login.

• You are running the wrong version of CT Connect server, or your software license is inadequate.

• The information in the CtcAdapter.xml file is incorrect.

• There is a problem with a link between the CTC server and the switch. For instructions on how to check this, see Checking Links on page 36.

Incorrect information during login

Check that you entered the correct information in the PhoneLink for SalesForce dialog:

• Make sure that the extension number is valid on the switch.

• If you are logging in as a telephony agent, you must specify only the required agent information.

Licensing errors

The CT Connect server referenced from your call center definition must be running CT Connect v7.0 SP4 or later, and must include a software license for the appropriate number of PhoneLink for SalesForce users.

Check that the:

• CT Connect software license is configured with the correct number of PhoneLink for SalesForce users

• CT Connect server is running CT Connect v7.0 SP4 or later.

Incorrect information in CtcAdapter.xml

The file C:\Program Files\Envox\PhoneLink for SalesForce\CtcAdapter.xml contains information about the CTC server and its link to the switch. To check it:

1. Open CtcAdapter.xml using a text editor, such as Notepad.



2. Find the line containing the CTC Server Name:

<item sortOrder="0" name="CTCServerName" label="CTC Server Name">ctc_server</item>

where ctc_server is the name of the computer running the CTC server.

If the CTC server software is installed on the same computer as PhoneLink for SalesForce, this name can be localhost. For example:

<item sortOrder="0" name="CTCServerName" label="CTC Server Name">localhost</item>

3. Find the line containing the name of the link between the CTC server and the switch:

<item sortOrder="1" name="CTCPBXLinkName" label="CTC PBX Link Name">ctc_pbx_link</item>

where ctc_pbx_link is the name of the link.

The link name must be the logical identifier of a link configured on the CTC server. Your CTC server administrator can supply the name of the link.

For more information about configuring links on the CTC server, see Configuring CTC Server Communication Links on page 15.

Log files When you run PhoneLink for SalesForce errors are recorded in the following log files for you to use during troubleshooting or problem reporting:

• Browser connector log file:

C:\Program Files\Envox\PhoneLink for SalesForce\trace\browser_connector.log

This contains errors from the Salesforce.com web site used to display PhoneLink for SalesForce.

• CTI connector log file:

C:\Program Files\Envox\PhoneLink for SalesForce\trace\cti_connector.log

This contains errors from calls you make and receive using PhoneLink for SalesForce.

You can change the locations of the log files, and the amount of information they record (the logging level).

Changing log file locations and logging level

To change the location of a log file or logging level:



1. Right-click the PhoneLink for SalesForce icon in the notification area of your Windows task bar.

A menu is displayed.

2. From the menu, select Logging.

The Salesforce.com CTI Log Settings dialog is displayed:

3. To change the logging level, select a different Log Level setting.

4. To change the location the files file, type or browse to a new path and name as required.



Stopping PhoneLink for SalesForce To stop PhoneLink for SalesForce on a user computer:

1. Log out of Salesforce in the web browser.

2. Stop the Salseforce.com Call Center Adapter. Right-click the Salesforce icon in the notification area of your Windows task bar.


3. From the menu, select Exit.



Reporting Problems The support that Syntellect provides for PhoneLink for SalesForce depends on the assisted support arrangements you have purchased and on your geographical location. See your agreement for details.

You can contact Syntellect technical support at [email protected] or www.syntellect.com.

While telephone support may be offered, there is no guarantee that an engineer will be available immediately to answer a question. For a faster response send problem reports by email. Please attach any Log files and PhoneLink for SalesForce version information to help Syntellect solve your problem.

For further information, refer to your support and maintenance agreement.

Finding PhoneLink version information

To find your PhoneLink for SalesForce version information:

1. Right-click the PhoneLink for SalesForce icon in the notification area of your Windows task bar.


2. From the menu, select About.

The version information is displayed.

mailto:[email protected]




Salesforce Help and Documentation For details of Salesforce Call Center Edition features, and how to use Salesforce softphones (including PhoneLink for SalesForce):

1. Log in to your Salesforce account:

2. At the top of the Salesforce page, click Help & Training:

3. Click the Help tab and search the online help for the information you require.

4. For a Salesforce user guide, click Printable User Guide.


5IVR Queries

In a call center, calls may be routed to IVRs for customer input. The Envox CIM (Call Information Manager) enables the IVR to pass screen pop triggers to PhoneLink for SalesForce. The data is written to the CTCAPPDATA field in the CIM database. Alternatively, CT Connect application data can be used for simple call scenarios; the same data format is used.

Salesforce.com Queries To query the Salesforce.com database data is written to the CTCAPPDATA field in the CIM database, by either:

• the CTI Connector from Envox CDP

• the CTC/CIM programming interface from a non-Envox IVR

or directly; for example, using SQL.

IVRs can specify two types of query for Salesforce.com database searches:

• ANI (or caller ID)

• one or more queries based on Salesforce.com objects.

Both types of query can be combined, but the Salesforce.com object query takes precedence over the ANI query.

ANI queries To query the Salesforce.com database according to the ANI or caller id, set the CTCAPPDATA field in the CIM database to

OA\t01234567890\n

where

• \t is a tab character

• \n is newline

• 01234567890 is an example ANI.


5 IVR Queries

Object queries To query the Salesforce.com database according to Salesforce.com object, set the CTCAPPDATA field in the CIM database to:

IQ\tObject.Field=value\n

where

• \t is a tab character

• \n is newline

• Object is the name of an object defined in Salesforce.com

• Field is the developer name of a field.

For example …

IQ\tCase.CaseNumber=10001016\n

The CTCAPPDATA field is converted to an SQL query and sent to Salesforce.com, when a call is presented to an agent or PhoneLink for SalesForce user.

The CTCAPPDATA field can contain multiple queries, which can be combined to make them more selective. For example:

IQ\tCase.CaseNumber=10001016\nIQ\tCase.Priority=1\n

searches for the object tCase that has CaseNumber AND Priority fields matching the specified values.

You can also specify searches for different object types. For example:

IQ\tCase.CaseNumber=10001016\nIQ\tContact.EmployeeId=123456789\n

In this case both searches are made and if there is more than one match you select from a list.

The Object and Field identifiers are Salesforce.com customer-configurable; and PhoneLink for SalesForce does not filter or process them when parsing CTCAPPDATA. IVR developers should refer to Salesforce.com documentation and their implementation details for information on Object and Field type names and identifiers.

Note: Where CIM is not installed, the same trigger format can be used in CTC application data for simple point-to-point calls where no complex routing is required.

Combined queries Both query types can be supplied in the same CTCAPPDATA string. For example:

IQ\tCase.CaseNumber=10001016\nIQ\tCase.Priority=1\nOA\t01234567890\n

When you combine queries, the Salesforce.com object query takes precedence over the ANI query.


AFeatures of Previous PhoneLink for

SalesForce Releases

This appendix lists the features that have been added to PhoneLink for SalesForce since its first release. For new features in this release, see New Features in PhoneLink for SalesForce Version 2.2 on page iii.

Features in Version 2.1 PhoneLink for SalesForce Version 2.1 contained the following new features:

• Support for Ericsson BP250 switch. For more information, see Supported switches on page 4.

• Support for custom wrap-up codes (Salesforce.com Disposition codes). For more information, see Agent Wrap Up Codes on page 55.

• Integration with Envox Call Information Manager (CIM). PhoneLink for SalesForce uses CTC/CIM extensions to support screen-pop based on ANI or user-entered data attached to calls from IVRs and via complex routing. CIM monitors all devices in a call center, including queues and IVRs. For information about IVR screen pop triggers, see IVR Queries on page 73.

Note: CIM supports only a subset of the PBXs supported by PhoneLink for SalesForce. For the list of PBXs that CIM supports, see the Envox CT Connect Readme document.

• Integration with CTC Application Data to support screen pop based on ANI or user-entered data attached to calls from IVRs for simple call scenarios. For information about IVR screen pop triggers, see IVR Queries on page 73.

• Licensing. PhoneLink for SalesForce will only work with a specific CTC server. PhoneLink for SalesForce clients are licensed using a PhoneLink for SalesForce-specific counter in the updated CTC server software license (CTC 7.0 SP4 or later).

• Supports Salesforce Developer’s Toolkit 1.12.


A Features of Previous PhoneLink for SalesForce Releases

Features in Version 2.0 PhoneLink for SalesForce Version 2.0 included these new features:

• Support for Windows Vista on agent systems. The PhoneLink for SalesForce client computers supports Microsoft® Windows Vista® in addition to Windows® XP and Windows 2003.

• Support for VMware on CTI middleware server component. The CT Connect server can be installed in a VMware® environment.

• Support for the Salesforce Console. PhoneLink for SalesForce can be used with Salesforce Console.

• Ability to copy the caller information to the Salesforce Contact phone fields. Four buttons for the PhoneLink for SalesForce softphone enable agents to copy the caller’s phone number to the Salesforce Contact page.

• Ability to match the caller’s number to an existing Salesforce contact. PhoneLink for SalesForce can update ANI/CLID fields in the Salesforce Activity log, and match the ANI to an existing contact in the Contact database.

Features in Version 1 Service Pack 1 PhoneLink for SalesForce version 1 SP1 included these new call center features:

• Default agent state set to Ready or Not Ready at login

• Use PhoneLink for SalesForce as a dual-line softphone

• Contact searches restricted to customer numbers.


Index

Aafter-call work modes. See wrap-up codesagent state 49agent wrap up codes 50Alcatel-Lucent OmniPCX Enterprise 5Asterisk IP PBX 5AUX codes. See wrap-up codesAvaya

S 8xxx 5switches 5

Avaya IP Office. See Ayava switches

Ccall center

adding users 58definition file 43removing users 59

Call Information Manager (CIM) 75caller ID

copying to Salesforce Contact page 52match in Salesforce activity log 53updating in Salesforce activity log 53

CIMscreen pop trigger to PhoneLink 73

CIM query 56CIM Retry Timer 51CIM. See Call Information ManagerCisco Unified CallManager 6Common Application Platform (HiPath

CAP) 7Contact Center Manager 7CreateCase button 54CT Connect

computer specification 4gateway 6installing and configuring 11–38readme file 14

CT Connect (continued)release notes 14requirements 3

CT Connect servercommunication links

Alcatel, Siemens and Cisco 19Avaya 21configuring 15–34creating 16SIP 31

software, removing and reinstalling 38starting and stopping 35version required 67

CTCapplication data 74

CTC. See CT ConnectCtcAdapter.xml 43

errors during import 46incorrect contents 67

Ddocumentation, Salesforce 72dual-line support 49

EEricsson BP250 6

Ggetting started 1–9

Hhardware required for PhoneLink 4Hosts file 3

IIVR queries 73–74


Index

Llicensing

errors 67multiple line iv

link. See CT Connect server communication link

linkschecking 36deleting 37modifying 37starting manually 35

log files 68logging level 68

MMSXML 3multiple-call appearance phone support iii

Nnetwork requirements 3new features in this version of PhoneLink iiiNortel BCM 6Nortel switches 7Nortel Symposium Call Center Server 7

Pphone requirements 7PhoneLink

call centercreating 41creating multiple 46customizing 48line options 49search options 50

computer specification 4configuring wrap-up codes 55CT Connect/Salesforce environment 2dialing pad 64downloading 40installing and configuring 39–60logging in 63

PhoneLink (continued) login failure 67network, typical 1previous releases 75removing 41starting 62uninstalling 41upgrading 9using 61–72version 71wrap-up codes, using 66

pre-populated cases, creating 54

Rreal-time transport protocol (RTP) 32registration database

creating entries 33editing and removing entries 33

reporting problems 71requirements

hardware 4network 3phone 7software 3

RTP. See realtime transport protocol

SSalesforce

activity log 49, 53help and documentation 72

SalesForce database query 73extended 56

Salesforce.com 41screen pop, preventing for callers with a

single record 60session initiation protocol 7

registration database 33switch configuration 31

Siemens Hicom 7Siemens HiPath 7SIP. See session initiation protocol


Index

software required for PhoneLink 3SOSL query 56switch support 4

Alcatel-Lucent OmniPCX Enterprise 5Asterisk IP PBX 5Avaya 5Avaya IP Office 6Cisco Unified CallManager 6Ericsson BP250 6Nortel BCM 6Nortel Communication Server 1000 7Nortel Meridian 1 7Siemens Hicom 7Siemens HiPath 7

Ttelephony agent 63

Uupgrading PhoneLink 9

WWindows operating system requirement 3wrap-up codes 55

using in PhoneLink 66


Index

Documents

Syntellect PhoneLink for SalesForce User Guide - … User Guide.pdfPhoneLink for SalesForce User Guide, ... Configuring links to Nortel CS1000 and ... This chapter describes how to