STARFACE Salesforce Connector

Transcription

1 STARFACE Salesforce Connector Information 1: This documentation provides information for STARFACE and Salesforce administrators about the deployment of the STARFACE Salesforce Connector. Contents 1 Deployment Salesforce Call Center STARFACE Salesforce Connector Application Salesforce Call Center Administration of call center users Administration of softphone layouts STARFACE Salesforce Connector Logging call scores APPENDICES , vertico software GmbH Page 1 of

2 1 Deployment This chapter defines the required components of the STARFACE Salesforce Connector, how they are installed and set up in order to run CTI (Computer Telephony Integration) in Salesforce. To activate CTI the Salesforce administrator will first have to take a few setting in the Salesforce organization. The STARFACE Salesforce Connector consists of a client application to be installed on the user s workstations. In addition the STARFACE WinClient is required on the user s PCs. 1.1 Salesforce Call Center The STARFACE Salesforce Connector Application can be applied in a Salesforce organization supporting call centers. These are the following Salesforce editions. Salesforce Professional Edition Salesforce Enterprise Edition Salesforce Unlimited Edition Salesforce Developer Edition Information 2: Salesforce requirements The STARFACE Salesforce Connector has to get registered as a Call Center in Salesforce. In order to do so, go to Setup > App Setup > Customize > Call Center > Call Centers. Information 3: Call center setup Click the button Import and import the call center properties file STARFACE Salesforce Callcenter.xml. This file comes in the same archive as this manual. 2008, vertico software GmbH Page 2 of

3 Now, all Salesforce users who are selected to work with the phone integration can be assigned to the call center. This step is explained in Chapter STARFACE Salesforce Connector STARFACE WinClient and STARFACE Salesforce Connector have to be installed on every PC a user wants to run CTI on. The system requirements for client PCs are: Internet-Explorer Version 6 and higher Active-X granted for salesforce.com Windows 2000/XP/Vista Microsoft.NET-Framework 2.0 Information 4: System requirements for clients The link to download both, WinClient and Connector is found in the STARFACE user interface under Preferences > Add-ons. Information 5: STARFACE Add-ons 2008, vertico software GmbH Page 3 of

4 The STARFACE Salesforce Connector is included in the installer package of the STARFACE WinClient, but has to be selected for installation explicitly. Information 6: STARFACE WinClient installation To use STARFACE CTI in Salesforce, two conditions are required 1. The running STARFACE WinClient must have registered with STARFACE PBX by valid STARFACE login data. We recommend setting following options for the WinClient: Automatically run WinClient after Windows start, Connect automatically to server on program start and Automatically reconnect. 2. The running STARFACE Salesforce Connector. We recommend creating a link in the autorun folder. 2008, vertico software GmbH Page 4 of

5 2 Application This chapter explains the administrative features of the STARFACE Salesforce Connector. 2.1 Salesforce Call Center Salesforce administrators can define which Salesforce user may have access to STARFACE CTI and set the layout of the softphones for the corresponding users Administration of call center users To configure which users are granted use of the Softphone for call initiation and get call notifications in Salesforce, go to Setup > App Setup > Customize > Call Center > Call Centers. Information 7: List of call centers A list of all call centers in Salesforce gets displayed. Open the call center to be configured by clicking its name (not the link Edit ). 2008, vertico software GmbH Page 5 of

6 Information 8: Selected call center Open the interface for user assignment via the button Manage Call Center Users Administration of softphone layouts Salesforce offers configuration of the softphone s layout. To define what call related information the users get displayed, go to Setup > App Setup > Customize > Call Center > SoftPhone Layouts. Information 9: SoftPhone layouts 2008, vertico software GmbH Page 6 of

7 You can create a softphone layout with the button New and configure it via Edit. By the means of SoftPhone Layout Assignment you can decide, which SoftPhone layout will be used for which Salesforce user. Information 10: Customising the SoftPhone layout The softphone layout configuration features different setups for inbound, outbound and network internal call notification and the scope of information shown to the Salesforce user. 2008, vertico software GmbH Page 7 of

8 2.2 STARFACE Salesforce Connector The STARFACE Salesforce Connector offers a few setup options, which can be modified in the XML file settings.xml in the installation folder. In this file you will find several comments for a more comprehensible editing Logging call scores The softphone in Salesforce can be used to save call details or a summary of the call during the call or after the call has been finished. The process and the options of call logging can be modified in the settings file. Default activation/deactivation Salesforce users can set in the context menu of the STARFACE Salesforce Connector whether they will be prompted for logging each phone call. By default prompting is active on start of the client. This default behavior can be changed in the configuration file by setting the entry <SHOW_WRAPUP SHOW="TRUE"/> to FALSE. Configuration of Options The default options for logging calls are provided in the settings file. The options may be modified extended or reduced as well. By default, the options in German are used. To change to English, simply put the German lines in comments and remove the comment tags from the English ones: <! - Comment start tag <WRAPUP_CODE ID="Anruf erfolgreich" CODE="Anruf erfolgreich"/> <WRAPUP_CODE ID="Sprachnachricht" CODE="Sprachnachricht"/> <WRAPUP_CODE ID="Zur Nicht-Anrufen-Liste" CODE="Zur Nicht-Anrufen-Liste"/> <WRAPUP_CODE ID="Keine gültige Rufnummer" CODE="Keine gültige Rufnummer"/> Comment end tag --> <WRAPUP_CODE ID="Call successful" CODE="Call successful"/> <WRAPUP_CODE ID="Left voic " CODE="Left voic "/> <WRAPUP_CODE ID="Added to do-not-call list" CODE="Added to do-not-call list"/> <WRAPUP_CODE ID="Invalid call number" CODE="Invalid call number"/> The values for the attributes ID and CODE do not need to be necessarily the same ID is used for reports and CODE as label text in the Salesforce interface. 2008, vertico software GmbH Page 8 of

9 3 APPENDICES Glossary Abbreviation, acronym or term CRM CTI Salesforce salesforce.com SoftPhone STARFACE URL vertico software Full term and/or term explanation Customer Relationship Management. Application for management of contacts and customer data. Often an integrated solution including , calendar, reporting etc. Computer Telephony Integration Integration used to access telephony functions on a personal computer and the software running on it. CRM system, offered as web service over the Internet by salesforce.com. Developer and provider of the web based CRM system Salesforce. Salesforce.com, inc. The One Market Suite 300 San Francisco, CA, United States STARFACE Salesforce Connector s GUI (Graphic user interface) in Salesforce. Web based IP telecommunications system provided by vertico software GmbH. Uniform Resource Locator Address in several network protocols like e.g. HTTP and FTP Developer and provider of the web based IP telecommunications system STARFACE and related integration products like STARFACE Salesforce Connector. vertico software GmbH Amalienstr Karlsruhe Germany Index Call Center... 2 Call logging... 8 SoftPhone layout... 6 STARFACE WinClient , vertico software GmbH Page 9 of