STARFACE Salesforce Connector

Transcription

1 STARFACE Salesforce Connector This document addresses users of STARFACE and Salesforce, and covers the appliance of the STARFACE Salesforce Connector. Contents 1 Appliance Starting CTI Dialing Click to dial Dialing on the softphone Call notification Call logging Call lists Settings Call notification Contact view Call logging APPENDICES , vertico software GmbH Page 1 of

2 1 Appliance This chapter contains useful information on applying the STARFACE Salesforce Connector. 1.1 Starting CTI To use STARFACE-Telephony in Salesforce, some preconditions are mandatory. STARFACE WinClient WinClient is running WinClient is connected to STARFACE Information 1: Precondition STARFACE-WinClient The first precondition is the running STARFACE WinClient which has to have connection to the STARFACE server. The WinClient can be run from the desktop link or the entry in the Start menu. It can also be configured to start automatically on Windows start. The state of connection of the WinClient is indicated by the icon in the Windows notification area (Information 1). If the STARFACE symbol changes its color from white to orange the WinClient has connection, if it remains white, no connection could be established. STARFACE Salesforce Connector Salesforce Connector is running Information 2: Precondition STARFACE Salesforce Connector As second precondition, the STARFACE Salesforce Connector must run on the client computer. It can also be started via the desktop link or the Start menu. In case a link has been created in the autorun folder, it will run automatically on Windows start. The active Salesforce Connector is indicated by the icon in the notification area (Information 2). 2008, vertico software GmbH Page 2 of

3 Salesforce login Log in on salesforce.com as usual. After successful login the softphone will be launched, which provides the phone functionalities in Salesforce: Information 3: SoftPhone in Salesforce Connecting to the WinClient This step is executed automatically after the login on Salesforce. If the WinClient loses connection, e.g. due to network problems, the connection in Salesforce must be reestablished after the WinClient has regained connection to the server. This case is displayed in Salesforce as shown below: Information 4: Connecting to WinClient Simply click on the button Register to reconnect. 2008, vertico software GmbH Page 3 of

4 1.2 Dialing There are two ways to initiate calls in Salesforce, either by click to dial or via the dial pad Click to dial Phone numbers in several different views of Salesforce are labeled with a phone icon and linked so that one single mouse click will initiate a call. Phone number links can be found in the contact list, Information 5: Phone link in the contact list in the detail view of contacts, Information 6: Phone link in the contact view 2008, vertico software GmbH Page 4 of

5 and in the view of call details: Information 7: Phone link in the task view Dialing in the SoftPhone One click on an open line in the SoftPhone opens the dial pad: Information 8: Dial pad of the softphone With this dial pad you can dial numbers by mouse or keyboard or simply by copy and paste from the Windows clipboard. 2008, vertico software GmbH Page 5 of

6 1.3 Call notification Information 9: Notification of inbound calls Inbound calls are displayed in the softphone along with further information about the caller. The extend of information to be displayed depends on the softphone settings (see chapter 2.1) and may comprise almost any kind of data in Salesforce. Additionally, there s the opportunity to have the contact entry of the caller opened on inbound calls. This behavior can also be configured (chapter 2.2). As shown in Information 9, several simultaneous calls can be displayed in the softphone. Calls that haven t been answered yet may be rejected via the button End Call. Information 10: Notification of unknown callers and outbound calls Information 10 shows notifications of an unknown caller and of an outbound call. 2008, vertico software GmbH Page 6 of

7 1.4 Call logging The softphone of the STARFACE Salesforce Connector offers features to make notes and save comments for phone calls. Information 11: Call logging As soon as a call gets answered, a text area appears underneath the call notification. Depending on the configuration (see chapter 2.3), it will remain open after the call got finished and will be extended by a selection of reporting options for the call (Information 11). 1.5 Call lists Calls are saved as activities in Salesforce, which means they are easily accessible in the reports area. The softphone additionally features to open a record by clicking My Calls Today. This report lists all calls of the current day. Information 12: Call lists calls this day 2008, vertico software GmbH Page 7 of

8 Up to three of the last calls can be viewed in the softphone itself by expanding their respective entries. Information 13: Call lists the last calls 2008, vertico software GmbH Page 8 of

9 2 Settings The STARFACE Salesforce Connector offers a few configuration features regarding the look and feel of the softphone. 2.1 Call notification The composition of information displayed for a caller or callee can be set by the Salesforce administrator almost arbitrarily. Available are among others information from the sections Accounts, Tasks, Users, Campaigns, Contacts, Cases, Leads and Opportunities. 2.2 Contact view Each Salesforce user can set whether to open the contact entry for the opposite call party at the initiation of calls. This configuration is found under Setup > Personal Setup > Call Center- Settings > My SoftPhone Settings. Information 14: Settings for the SoftPhone 2008, vertico software GmbH Page 9 of

10 2.3 Call logging You can change the preference that the input field and options for call logging remain open after calls get finished. Right click the icon of the STARFACE Salesforce Connectors in the Windows notification area and select the option Go To Wrapup After Call. Information 15: Settings for call logging By default, this option is active at each start of the Salesforce Connector. This behavior as well as the result options for the call reporting can be modified by the administrator. 2008, vertico software GmbH Page 10 of

11 3 APPENDICES Glossary Abbreviation, acronym or term CRM Windows notification area Salesforce 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. The area on the very right of the Windows Taskbar. Commonly, it shows the clock and network state. CRM system, offered as web service over the Internet by salesforce.com. salesforce.com SoftPhone STARFACE vertico software Windows Taskbar 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. STARFACE Salesforce Connector s GUI (Graphic user interface) in Salesforce. 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 Part of the Windows user interface. The bar on the bottom of the screen - with button Start on the left and the notification area on the right. Index Call lists... 8 Call logging... 7, 9 Call notification... 6, 9 Contact view... 9 Dialing... 4 Settings... 9 SoftPhone... 3, 5 STARFACE WinClient... 2 Starting CTI , vertico software GmbH Page 11 of

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