Implementation Guide Version 6.5

Transcription

1 AMC APPLICATION ADAPTER for Salesforce OpenCTI Implementation Guide Version 6.5 1

2 1. TABLE OF CONTENTS 1. TABLE OF CONTENTS DOCUMENT INFORMATION... 6 Document History READ ME FIRST: CHANGES, UPGRADES & NEW FEATURES... 7 Adapter Changes for Release 6.5SP Documentation Changes for Release 6.5SP Upgrade Instructions... 8 New Features for Release 6.5 SP New CRM Profile and Configuration Parameters for Release 6.5 SP New and Changed CRM Profile Templates New Salesforce Template Parameter Settings INTRODUCTION Purpose Audience About the Application Adapter Additional Reference Documents FEATURES General Features PREREQUISITES Overview Resource Requirements DEPLOYMENT Overview Deployment Options Server Deployment Options Deployment Pre-Requisites Upgrading from a Current Release 6.5 Version New Implementations Upgrading an Existing CTI T oolkit Implementation Upgrading an Existing Silverlight Open CTI Implementation Adding the Adapter to an Existing Implementation Replacing an Existing Adapter IMPLEMENTATION Overview Implementation Steps Overview Pre-Implementation Activities Installation Using the Installer Installing the Adapter Step-by-Step Uninstall the Adapter Step-by-Step Post Installation Overview Check the Application Pool Step-by-Step Apply Web Services Optimizations Configuration Overview Create and Configure CRM Profile Step-By-Step Configuration Settings Configure Contact Canvas Agents Install the Salesforce Managed Package Implement Omni-Channel Configure Omni-Channel Super Mode Configure Omni-Channel Omni Mode Configure Omni-Channel Blended Mode Configure Contact Canvas Agents for Omni-Channel Configure the Salesforce Softphone Layout Customize Softphone Images

3 9. INSTALL MANAGED PACKAGE AND CREATE CALL CENTER RECORD Overview Install or Upgrade the AMC Managed Package Managed Package Install Step-by-Step Remove Managed Package Salesforce Call Center Record Salesforce Call Center Parameter Reference ADAPTER CONFIGURATION SETTINGS Overview CRM Profile Sections CCS Information AMC Trace Demo Mode Prefix Definitions Work Mode Customization Popup CAD Display Send CAD to hidden Fields Visualforce Data Reason Settings Reason Codes Managing Reason Codes Logout Codes Managing Logout Codes Inbound Wrapup Codes Managing Wrapup Codes Outbound Wrapup Codes Managing Wrapup Codes Internal Wrapup Codes Managing Wrapup Codes Disposition to CTI Internal Number Login DTMF CAD to CTI Mapping Call Diversion Wrapup Task Customization Call Activity CRM Specific Configuration Call Preview Channel Operations Preview Wrapup Codes Direct Preview Wrapup Codes Managing Wrapup Codes My Calls Today Session Timeout Agent Self-Administration Customization Creating / Managing Custom Parameters Customization for Omni-Channel Super Mode Customization for Omni-Channel Omni Mode Customization for Omni-Channel Blended Mode About Blended Phone Calls Enable ACD Reporting Enable Omni-Channel Reporting Configure Blending Channel Settings Advanced

4 11. AGENT CONFIGURATION Overview New Agent Configuration Options Agent Profile Actions Agent Profiles, Contact Canvas Users and Configuring Authentication About Agent Profiles About Contact Canvas Users Automatic Authentication Determination View and Act On Agent Profiles Agents Page Actions Manage Agent Profile Settings New Agent Profile New Agent Page Actions Edit Agent Profile Edit Agent Page Actions Edit Agent Profile Entries Delete Agent Profile Delete Agent Page Actions Delete Profile Entries Import Agent Profiles Import Agent Page Actions Import Page Options Import Confirmation Page Import Confirmation Page Actions Detail Log File Entries Export Agent Profiles Export Actions Export Options APPENDIX A SALESFORCE SOFTPHONE LAYOUT Overview Business Object and Information Display Screen Pop Settings Screen Pop Execution Settings APPENDIX B TAILORING THE LOGO AND IMAGES Overview Changing the Logo APPENDIX C SERVICE CLOUD VIEW SCREEN SHOT APPENDIX D STANDARD VIEW SCREEN SHOT APPENDIX E ARCHITECTURE APPENDIX F ADAPTER HARDWARE SIZING RECOMMENDATIONS Overview Hardware Recommendations Scaling Evaluating Sizing Recommendations APPENDIX G SERVER OPTIMIZATION SETTINGS CRM Profile Settings Windows Hosts File Windows Registry Settings IIS Manager Application Pool Settings IIS Manager Compression NET Performance Settings Log File Purge Script APPENDIX H SERVER PROFILE TEMPLATES APPENDIX I SALESFORCE ADAPTER FAIL OVER Overview How Connection Fail Over Works Configuration

5 Voice Driver Support APPENDIX J: HOW TO How to Identify a Server FQDN How to Backup the Registry How to Configure Browser User Authentication Settings APPENDIX K DEFINITIONS, ACRONYMS AND ABBREVIATIONS APPENDIX L SUPPORT

6 2. DOCUMENT INFORMATION Document History Version Date Description of Changes September 2012 Revised for Release December 2014 Revised for Release March 2015 Added hardware recommendations September 2015 Added fail over configuration New features and fixes March 2016 Revised for Release 6.5 SP June 2016 Revised for Release 6.5 SP2 Added SSO, Omni-Channel Super and Omni Mode, and Outbound Preview July 2016 Added Omni-Channel Blended mode July 2016 Single Call Activity 6

7 3. READ ME FIRST: CHANGES, UPGRADES & NEW FEATURES Adapter Changes for Release 6.5SP2 + Support for Salesforce Omni-Channel work item distribution through the Salesforce Adapter softphone. It is deployed as an Agent Palette extension that is installed as part of the Salesforce Adapter Installer. There are three Omni-Channel work modes: Super mode, Omni mode and Blended mode. + In Super mode, the phone channel and Omni-Channel work presence are independent. This allows users simultaneously to receive phone calls and Omni-Channel work items. + In Omni mode the phone channel is integrated as an Omni-Channel presence. Users may set themselves available either for phone or Omin- Channel work sources; the Adapter automatically delivers the requested work. + In Blended mode work items and phone calls are blended together, when users go ready they receive the next appropriate work item or phone call. Users do not select from Omni-Channel presence. + Configure Omni-Channel. Three new Salesforce CRM Profile templates each configure Omni-Channel modes: Omni mode, Super mode, and Blended mode. + Salesforce Live Agent Through Omni-Channel. New Salesforce Live Agent chat options are available through Omni-Channel. The Adapter continues to support Live Agent chat as an independent assigned and configured channel. With this release, Live Agent chat may also be configured as an Omni-Channel work source. Only one Live Agent Chat mode may be configured for a single CRM Profile. Customers who currently integrate Live Agent Chat as an independent Adapter channel should consider the benefits of configuring chat as an Omni-Channel work source, including the value of Omni-Channel work source and agent session reporting. In an upcoming release Salesforce will migrate support for Live Agent Chat to Omni-Channel and deprecate support for independent Live Agent Chat APIs. AMC recommends customers using Live Agent Chat migrate to Omni- Channel to reduce risk. + Support for Single Sign-On (SSO) with Integrated Windows Authentication. Single Sign-On allows users to log into Contact Canvas automatically with their Windows user credentials. This eliminates a login step and the need to reset CCS Agent Profile passwords.. + Support for Manual Sign-On with Basic Windows Authentication or Contact Canvas Authentication. Manual login prompts users for their credentials. For Basic Windows Authentication users enter their Windows user 7

8 credentials. Contact Canvas Authentication uses the Agent Profile credentials with no changes from earlier releases of the Adapter. + Self-Administration is an new feature that allows users to configure their session once authenticated through either Single Sign-On or Manual Sign- On. This reduces adminstrator effort by empowering users to configure their own Agent Profile settings. + Support for adapter connection failover. When failover Adapter Servers are deployed and configured, Salesforce will failover to an alternate Adapter Server if it cannot connect with the primary Adapter Server on startup. + Support for Outbound preview has been improved with enhancements to timed preview, configuration of Reserved record controls and preview dispostion. + Support for Demo Mode for the Simulator voice driver. Demo mode allows a single demo CCS Agent ID to log in multiple times on different Salesforce browser sessions. Each login will start a new CCS session. This reduces administrativer effort and eliminates CCS Agent conflicts when testing new business processes, interaction flows and system upgrades or when running demonstrations or proofs of concept (POCs). + New and Updated CRM Profile Templates. The base template for standard, non-omni-channel implementations has been updated to configure new features introduced with this release. There are three (3) new templates for Omni-Channel: templates for Super mode, Omni mode, and Blended mode. + New Managed Package. Upgrade the Salesforce Managed Package when installing this Adapter release. Documentation Changes for Release 6.5SP2 + Salesforce Adapter Softphone User Guide. This is a new user guide that explains how to use the Salesforce Adapter Softphone. + Glossary moved to Appendix. With this release the glossary has been moved to Appendix K Definitions, Acronyms and Abbreviations. + There are new deployment instructions that consider fail over, multiple adapter deployments, and deploying the Adapter on independent Adapter Servers. Upgrade Instructions + When upgrading from a previous Adapter 6.5 release, remove (uninstall) the current Adapter and then install the new Adapter release. + Treat upgrades from earlier versions of the AMC Salesforce Adapter as if new installs. + Upgrade from either the CTI Toolkit version or the Silverlight version requires removal of the old Adapter and a complete new install and configuration of the new Adapter. 8

9 Note: There are some significant differences between this HTML5 Adapter and the earlier CTI Toolkit and Silverlight versions in softphone appearance and some interaction flows. In particular activity generation is significantly different. + Upgrade from earlier Contact Canvas releases, release 6.0.x or earlier, requires upgrading CCS, the voice drivers and the Adapter on Windows Server Upgrade the Salesforce Managed Package for this release. + Migrate to Updated or New Templates: To use new features and to add Omni-Channel migrate to an updated or new CRM Profile. + All four Salesforce CRM Profile templates have new configuration sections and parameters. The Omni-Channel templates include Omni- Channel configuration parameters in the Customization section. + Migrate from the current CRM Profile by re-creating existing CRM Profiles from a new or updated template. Create a new CRM Profile using the new template. Copy the old configuration settings to the new Profile, and configure any new settings. Test the new CRM Profile, then assign the new profile to users (Agent Profiles). + When deploying the Adapter on independent Adapter Servers and when deploying multiple Adapters, the Adapter Servers MUST meet the Adapter Server pre-requisites documented in Resource Requirements section of the Prerequisites Chapter. + Adapter Servers must meet the Salesforce Adapter hardware recommendations listed in Appendix F Adapter Hardware Sizing Recommendations. + Apply the server optimizations documented in APPENDIX G Server Optimization Settings to each Adapter Server. + Install Microsoft Internet Information Services (IIS) on each independent Adapter Server. + Each Adapter Server must have an SSL certificate. + IIS must be configured for HTTPS on port Microsoft.NET Framework 4.0 or higher must be installed on the server. New Features for Release 6.5 SP2 Table 3-1: Salesforce R6.5SP2 New Features Feature Description Single Sign-On SSO Single Sign-On logs users into Contact Canvas automatically when they log into Salesforce. Single Sign-On Authenticates users with their Windows user credentials, eliminating the need for CCA Agent Profile passwords and password administration. Single Sign-On includes a number of new configuration settings 9

10 Feature Description Fail Over Alternate Adapter Instance On Connect to Salesforce If the connection to the adapter softphone web service fails on log in to Salesforce, automatically connect to an alternate, fail over Adapter web service. This requires a fail over IIS server and configuring an alternate adapter URL in the Salesforce Call Center Record. When implementing failover, always pair each Adapter Servers with a CCS. So primary Adapter Servers should connect with primary CCS and alternate (failover) Adapter Servers should connect with failover CCS. General performance improvements Connection improvements for better, faster communication between the Adapter and CCS improve Adapter softphone response. Simulator voice driver Demo Mode. Demo Mode allows multiple users to log into CCS using the same agent credentials. This simplifies administration and removes potential user conflicts during Simulator testing and interaction flow proofs of concept. Omni-Channel Agent Palette Extension Allows users to control Omni-Channel presence and to receive work item notifications, accept work items and complete work items within the AMC Contact Canvas Agent Softphone. Salesforce Live Agent Agent Palette supports registering Salesforce Live Agent on a per chat key. Send CAD to Agent Palette Call information is passed as hidden fields to Agent Palette on each partial view as hidden fields. In previous releases the CAD display information was only accessible within Agent Palette. Now all CAD elements may be individually selected and passed on each partial view. Added timed preview countdown timer During the Timed Preview reserved phase, a countdown timer displays the time remaining before the preview record is accepted and dialed. Pending Work Modes in Reserved state Pending work modes are now presented during the reserved state, when preview calls are offered. Reschedule button Administrators may control the reschedule button for preview calls, to display or hide it. The reschedule button can be configured in the Salesforce CRM Profile through the Administration Tool. Enhanced control over Pending work modes Administrators may enable or disable pending work options independently. New Salesforce CRM Profile parameters allow enabling or disabling Pending Ready, Pending Not Ready and Pending ACW. 10

11 Feature Description Fixed height adapter softphone Administrators may configure the Adapter softphone to remain at fixed height. Users scroll the softphone information, rather than having the softphone grow. A new Salesfore CRM Profile; a new parameter configures the fixed softphone height. Call Activity Subject Can Be Edited Users may edit the Activity Subject field with free form text. This allows users to enter a meaningful subject. The initial subject for each Activity will remain the default ANI with optional call time. Users may enter free form subjects before saving an Activity. Multiple user logins to the same telephony extension. This allows an agent to log into an extension two or more times across multiple sessions. This is enabled through a new Salesforce CRM Profile parameter; the voice driver must support and be configured for multiple user logins to an extension. New CRM Profile and Configuration Parameters for Release 6.5 SP2 New and Changed CRM Profile Templates Table 3-2: Salesforce R6.5SP2 CRM Profile Template Changes Section Description / Section Salesforce.com base Salesforce template. This CRM Profile supports base Salesforce (configurations; it does not include Omni-Channel configurations. This profile has changed. These sections are either new to the Salesforce CRM Profile OR have either new parameters: + Demo Mode this is new section that configures the new Adapter Demo Mode. + Send CAD to hidden agent fields this is a new section that configures CAD information passed to Agent Palette extensions. + Agent Self-Administration this is a new section that configures user self-administration settings. + Login this section has been modified with a new parameter to enable multiple login to the same extension. + Work Mode Customization this section has been modified with new parameters that control individual pending work mode for ready, not ready and ACW. Previous releases enabled or disabled all pending work modes through a single parameter. + CRM Specific Configuration this section has been modified with a new parameter to set a fixed height for the softphone. + Call Preview ths section has been modified with new parameters to configure timed preview, to set default Reject and Reject Close disposition codes, and to enable or disable Reschedule. 11

12 Section Description / Section Salesforce.com Omni- Channel (Super) New Template This new CRM Profile template configures the Adapter to support Omni-Channel Super mode, which integrates the Phone channel with Omni-Channel. This template includes all of the Salesforce.com template sections (above), and settings for Omni-Channel Super mode. Omni-Channel is configured in the Customization section: + Customization this section has been modiefied with new parameters to configure Omni-Channel Power mode. Salesforce.com Omni- Channel (Omni) New Template This new CRM Profile template configures the Adapter to support Omni-Channel Omni mode, which integrates Phone channel as an Omni-Channel work source. This template includes all of the Salesforce.com template sections (above) and settings for Omni- Channel Omni mode. Omni-Channel is configured in the Customization section: + Customization this section has been modiefied with new parameters to configure Omni-Channel Omni mode. New Salesforce Template Parameter Settings Table 3-3: Salesforce R6.5SP2 New CRM Profile Parameters Section Description / Section Demo Mode new section + Enable Demo Mode enables / disables Adapter Demo Mode when paired with the AMC Telephony Simulator (NULL connector). Work Mode Customization + Enable Pending Ready enables/disables pending Reeady. + Enable Pending Not Ready enables/disables pending Not Ready. + Enable Pending ACW enables/disables pending ACW. Send CAD to hidden Fields new section + Enable Send CAD to hidden fields enable/disable passing CAD to Agent Palette extensions as hidden fields. + Hidden fields Key List list of CAD elements to pass to Agent Palette. + This allows Agent Palette extensions to access CAD elements without requiring CAD display in the softphone. Login + Allow multiple login to same extension this allows two or more user sessions to log into the same extension. CRM Specific Configuration + Enable Softphone Fixed Height this sets the sofphone to a fixed height with scrollable information. 12

13 Section Description / Section Call Preview + Preview Auto Accept Timeout Key Name this identifies the key CAD variable with the timed preview length. It is used to set the user preview time for the timed preview count down timer. + Enable Reschedule Button display (enable) or hide (disable) the preview reschedule button. + Reject Disposition Code set the default Reject Disposition code passed for Reject preview records. Use if the voice platform requires a disposition code. + Reject Close Disposition Code set the default Reject Close Disposition code passed for Reject Close preview records. Use if the voice platform requires a disposition code. Agent Self-Administration new section. + Enable CCS Password Changes users may change their Contact Canvas Authentication password, for Manual Sign-On. Note this does not affect Windows integrated or basic sign-on. + Enable Basic Channel Settings Changes this allows users to change their basic channel setttings: extension and ACD user id. + Enable Voice Channel Activation allows users to control their voice channel access: to enable or dissable it. + Voice Channel Enable Hot Seating Activation this allows users to enable or disable hot seating. + Voice Channel Enable Remote Login Activation this allows users to enable or disable remote loghin. + Voice Channel Enable Remote Login Type Changes this allows users to change the remote login callback phone number. + Enable Chat Channel Activation this allows users to enable independent Salesforce Live Agent Chat channel integration. Note this does not control Live Agent Chat implemented as an Omni-Channel work source. Customization for Salesforce Omni-Channel (Super) template only. + Omnichannel Mode this sets the Omni-Channel to Super mode. + Presence Status List list of supported Omni-Channel statuses; this should match the Omni-Channel statuses configured for supported work sources. + Enable Work Item Transfer allows users to transfer work items to a Salesforce queue. + Custom Fields per Work Item configures work source display fields and labels and display icon for work source. + Refresh Queue Size Information (in min) time in minutes between refreshing the Omni-Channel work item queue information. + Status Update Timeout (in sec) time in seconds between agent status update events. 13

14 Section Description / Section Customization for Salesforce Omni-Channel (Omni) template only + Omnichannel Mode sets the Omni-Channel to Omni mode. + Presence Status List list of supported Omni-Channel statuses; this should match the Omni-Channel statuses configured for supported work sources. + Enable Work Item Transfer allows users to transfer work items. + Customer Fields per Work Item configures work source display fields and labels and display icon for work source. + Refresh Queue Size Information (in min) time in minutes between refreshing the Omni-Channel work item queue information. + Status Update Timeout (in sec) time in seconds between agent status update events. + Default Not Ready Reason default not ready reason passed to ACD when setting users not ready on the phone channel to work on work items such as chat. + Phone Presence Status Omni-Channel presence status for the phone channel work source. Customization for Salesforce Omni-Channel (Blended) template only + Omnichannel Mode sets the Omni-Channel to Blended mode. + Work Item Properties identifies work items, their labels and associated icons to be displayed for work item notification. + Presence Status List list of supported Omni-Channel statuses; this should match the Omni-Channel statuses configured for supported work sources. + Enable Work Item Transfer allows users to transfer work items. + Customer Fields per Work Item configures work source display fields and labels and display icon for work source. + Refresh Queue Size Information (min) time in minutes between refreshing the Omni-Channel work item queue information.status Update Timeout (in sec) time in seconds between agent status update events. + Default Not Ready Reason default not ready reason passed to ACD when setting users not ready on the phone channel to work on work items such as chat. + Phone Presence Status Omni-Channel presence status for the phone channel work source. 14

15 Section Description / Section + Enable Toolbar Customizations: enables Omin-Channel integration. + Omnichannel Mode determines Omni-Channel operational mode: Blended, Omni, Super. + Refresh Queue Size Information (in min) determines the frequency, in minutes, with which queued presence information is refreshed. + Request Timeout (in sec) set Omni-Channel request timeout, the time Omni-Channel must fulfill a request. + Allow chats to be declined allows users to decline Salesforce Live Agent Chat work items. + Maximum workload before phone is set to not ready The maximum number of work units a user may have before the phone channel is disabled (the user is set not available). + Reason codes per work item Associates work item with their On Line presence status. + Blended Ready Presence Status Status name for blended work. + On call presence status Presence status for On Call call state. + Call on hold presence status Presence status for Held call state. + After call work presence status Presence status for After Call Work agent state. + Default Not Ready Presence Status Default status used for not ready, if user does not select specify a not ready presence status. This is used when the user automatically transitions to a nonready presence status, and thereefore is not able to specify the not ready presence status. + Not ready presence steatuses per reason associates not ready reason codes with not ready presence statuses. + Additional Presense Statuses additional presence statuses and icons that are not associated with default work items. + Parked statuses and reason codes presence statuses and associated parked reasoncodes to be used for Aspect UIP parked agent work modes. + Reserved presence steatus Presence status used for reserved phone state. His is used either when the user phone is set to a reserved state, e.g for outbound preveiw phone calls, or when the user is placed in a reserved presence to check for phone calls in blened mode. + Length (in seconds) the agent should be set to reserved to check for phone calls time in seconds an agent is placed in reserved presence to check for phone calls, before setting the agent on line for all work items. 15

16 4. INTRODUCTION Purpose This document describes the requirements and procedures for implementing the AMC Application Adapter for Salesforce Open CTI ( Salesforce Adapter or Adapter ). It explains how to install configure and administer the Adapter. It describes the component s purpose, architecture and functionality. Audience This document is for implementation specialists, systems integrators and application administrators responsible for the implementation and administration of the Contact Canvas integration. Implementation requires knowledge and skills to use or administer the following products and technologies: + Microsoft Windows and Microsoft Windows Server Microsoft Internet Information Server (IIS) + Microsoft.NET Framework (.NET) + AMC Contact Canvas and Contact Canvas Server + Internet Browsers: Microsoft IE, Google Chrome, FireFox; Safari for OS-X + Salesforce Administration + Salesforce Call Center Configuration and Softphone Layouts + Salesforce Omni-Channel Service Channels, Routing Configurations, Presence Statuses, Presence Configurations, and Queues. About the Application Adapter The AMC Application Adapter for Salesforce Open CTI integrates contact channels into the Salesforce CRM business application. It enables the following core capabilities: + Supports all AMC voice drivers. + Seamless integration of contact channels and the AMC softphone to Salesforce through the Salesforce Open CTI API. + HTML5 Softphone integrated to Salesforce provides call control and agent session control. + Application screen pop to any Salesforce standard or custom business object based on ANI, call attached data or Visualforce page rules. + Integrated customer interaction coordinates contact channel and application business process flows and captures telephony-related activities and call history. + Contextual call conference and transfer (call and data transfer / context) screen pops customer interaction object transferred and conferenced calls. 16

17 + Support for inbound, outbound and internal calls for call center agent and enterprise knowledge worker business scenarios. + Support for predictive, progressive and preview outbound dialer campaigns. + Ability to modify and extend Adapter softphone behaviors and event handling through Agent Palette custom java scripts. Related Documents + Support for the AMC Salesforce Omni-Channel Extension. Additional Reference Documents For additional information on Contact Canvas see these documents: AMC Contact Canvas Implementation Guide Release 6.5 AMC Agent Palette Developer Guide AMC Online Licensing Guide AMC Online Support Reference Guide AMC User Guide for the Salesforce Adapter and Softphone Release 6.5AMC Voice Driver Implementation Guides: AMC Voice Driver for Aspect Contact Server / Enterprise Contact Server Implementation Guide AMC Voice Driver for Aspect Unified IP Implementation Guide AMC Voice Driver for Avaya Aura Contact Center AMC Voice Driver for Avaya Application Enablement Services (AES) Implementation Guide AMC Voice Driver for Avaya Interaction Center (AIC) Implementation Guide AMC Voice Driver for Cisco CTI Implementation Guide AMC Voice Driver for SAP BCM Implementation Guide AMC Voice Driver for TAPI Implementation Guide For additional information about Salesforce Open CTI and Salesforce CTI support see these documents and others, accessible from Salesforce: Open CTI Developers Guide Salesforce Console Integration Toolkit Developer s Guide Salesforce Open CTI Supported Browsers 17

18 5. FEATURES General Features This section lists the general functional capabilities and features of the Salesforce Adapter and the HTML Toolbar (AMC Softphone). NOTE: Support for specific features depends on the contact channel capabilities, and the configuration of the Contact Canvas core services, the voice driver and this application adapter. Not all applications or channel configurations support all telephony capabilities. Check the AMC Support knowledgebase, the AMC website, or contact an AMC Account Manager for information about supported functionality on specific channel and application pairings. Administration Features Salesforce Softphone Layout [through Salesforce Administration] One Salesforce Softphone Layout for each line of business. Business Records to screen pop. Screen pop fields to display single match and multi-match values Accessible CAD screen pop fields Browser screen pop option current window or new window / tab No match screen pop execution no screen pop, new record, or Visualforce page Single-match screen pop execution no screen pop, detail record or Visualforce page Multi-match screen pop execution no screen pop, search page or Visualforce page Salesforce Call Center Record [through Salesforce Administration] One Salesforce Call Center Record for each site [as defined by AMC Adapter Server primary and failover pairs] Primary and Alternate Adapter URL settings for connection fail over. Softphone height and width settings Softphone version Use Salesforce Open CTI flag Salesforce User Assignment [through Salesforce Administration] Assign user to Call Center / Call Center Record Contact Canvas CRM Profile Configuration [through AMC Administrator Portal] Enable features CRM Profile Settings [through Contact Canvas Administration Portal] One CRM Profile per site / line of business CRM Profile Templates default settings for typical Salesforce functionality. Salesforce base template: configures Salesforce without Omni-Channel Omni-Channel Blended mode template: configures Salesforce with Omni-Channel Blended Omni-Channel Omni mode template: configures Salesforce with Omni-Channel Omni Mode. 18

19 Omni-Channel Super mode template: configures Salesforce with Omni-Channel Super Mode. Connection Settings: Contact Canvas Server CCS Trace file (logs) settings: log level and purge threshold Assign Channel ID associate with Voice Driver Screen pop settings: CAD screen pop, Visual Force data, Bookmark settings for contextual transfer and conference Work Mode Handling Knowledge worker settings no ACD login Reason codes not ready, logout reason codes Enable / Disable Login to ACD to support knowledge worker and call center agent workers Manage Sign-On Methods Single Sign-On Manual Sign-On Automatic Login Manage User Feature Access Agent Self-Administration Rights Call Control Feature Access Call Disposition Wrap up codes inbound, outbound, internal, preview call wrap up code Activity and Call Disposition handling Call handling features enable / disable specific call features Enable / Disable Transfer and Conference: Blind Transfer, Consultative Transfer, Conference Enable / Disable Divert Call Enable / Disable Bookmark Customization Settings Omni-Channel Settings Agent Palette Custom Configuration Settings Enable / Disable Agent Palette Contact Canvas Agent Profile Configuration [through Contact Canvas Administration Portal] Manage CCS Users / Agent Profiles Create individual Agent Profiles Delete individual Agent Profiles Modify individual Agent Profiles Bulk Add New Agent Profiles through Import file and settings Bulk delete Agent Profiles through Import file and settings Bulk delete Agent Profiles through Import file and settings Assign CRM Profile to User 19

20 Configure User Channel Settings Assign user to contact channel(s): Voice or Chat (live agent) or Both Assign ACD credentials: user name and password Set phone extension Enable / Disable Hot Seating prompts user on login for extension and ACD credentials Remote Agent optional: work from home settings for ACDs that support Enable / Disable Remote Agent Configure agent callback [bridged] phone number Set voice path connection type for remote agent4: nailed-up or call-by-call Salesforce Omni-Channel Configuration [through Salesforce Administration] Enable Omni-Channel and Assign to Application Service Console Configure Omni-Channel Service Channels, Routes, Presence Status, Presence Configurations. Configure Queues, assign Omni-Channel Routes. Create custom objects and Service Channels for customer objects. Salesforce Omni-Channel User Assignment [through Salesforce Administration] Assign Users to Queues. Assign Users to Presence Configurations Salesforce Omni-Channel CRM Profile Settings [through Administration Tool] Configuration Enable / Disable Agent Palette enables / disables Omni-Channel extension. Configure Agent Mode Super Agent Mode (default), Omni Agent Mode, or Blended Agent Mode Queue Count Refresh Time time interval between Omni-Channel Presence Status updates Transfer To Queue enable / disable transferring work items to Salesforce queues. Configure Presence Status configure Presence Status display, icon, reason code, etc. Configure Work Item Notification Information display name, labels, fields to display, etc. Enable Omni Agent Work Mode configure blending work mode and not ready reason code Configure Phone Presence Status Configuration on a per-call Center / site basis. CRM Adapter Configurations HTML Toolbar maintains on a per-channel basis user channel settings and logs users into contact channel. Fail Over On Connect fail over softphone to an Alternate Server on connection / Salesforce login. Auto-logout from contact channel(s) if the HTML Toolbar if user ends Application Session Call Control Alert / Ring Answer Call Basic Telephony Features 20

21 Divert Call send to a queue or another user Hold Retrieve Drop / Hang up RONA return (ACD call) on no answer Contextual Call Control: AMC Adapter Softphone button enablement and call information based on call status. Handle multiple simultaneous calls Supports multi-appearance 2 Supports multi-line 3 with automatic line selection users cannot manually select a line. Consultative Calls Two or more customer (PSTN) calls one may be an ACD call Maintain Call State Synchronize Call State call state matches actual phone state Contextual Call Control user options limited based on call state Call Information Call Attached Data e.g. IVR data Call Properties e.g., ANI, DNIS Post Disposition to Contact Channel Bookmark for contextual transfer and conference Transfer Blind [One Step] Transfer Consultative [Two Step] Transfer Transfer to Queue / Route Point Contextual Transfer with Bookmark External transfer (through PSTN) Internal Transfer (station-to-station) Internal Transfer (agent-to-agent) Conference Originate Conference Contextual Conference with Bookmark Drop Party from Conference Conference & Transfer 2 Multi-appearance is not supported by all voice platforms. Check the voice platform (ACD/PBX) to determine support for multi-appearance. 3 Multi-line is not supported for all voice drivers. Check voice driver implementation guide for support of multi-line. 21

22 Drop Self [originator] from Conference Conference External Party (through PSTN) Internal Conference (station-to-station) Internal Conference (agent-to-agent) Call Types Inbound Call ACD Call Direct Inward Dial / DID Call Internal [inbound call] Internal Station-to-Station Call Internal Agent-to-Agent Call Outbound Calls External (PSTN) dial Click to dial Manual / Ad hoc dial: paste to dial box or enter with dial pad or keyboard Internal Station-to-Station Call Internal Agent-to-Agent Call Outbound Campaigns 4 Outbound Campaigns / preview only dialing Outbound Campaigns / preview direct dialing Outbound Campaigns / progressive dialing Outbound Campaigns / predictive dialing Preview Handling Options Accept Reject & Reject Close Skip & Skip Close Preview Disposition Direct Preview Disposition Reschedule Timed Preview Preview Timer with automatic dial for timed preview Dial Plan Adapter configured dial string prefixes 4 Outbound campaign support is voice driver and voice platform specific. Only some voice platforms support outbound campaigns, and some voice platforms only support preview dial methods. Check the voice driver implementation guide to determine support for outbound campaigns and outbound campaign dialing methods. 22

23 Dial string prefix assigned based on dial string length Enable / Disable Adapter dial plan Local call prefix Long Distance / inter-city dial prefix International dial prefix Remove Prefix Number from dial string ACD / PBX Dial Plan applied by ACD / PBX to all outbound calls Filter Dial Phone Number Characters allow / block non-dial pad characters, e.g., formatting ()- Advanced Telephony Features Bookmark update CAD with interaction context for contextual call transfer / conference Select business object for bookmark Push bookmark to data store / contact channel Confirm bookmark creation Contextual screen pop on transfer and conference Call Timer total call time Post Call Disposition to ACD Post Route with supported voice driver and Agent Palette enablement [Cisco UCCE] Remote Agent Login supports remote agent scenarios Remote call connection method: call-by-call or nailed up (persistent) Remote callback number bridged line callback number Reset softphone User Self-Administration Change Password requires user to provide current password View and configure basic channel settings extension and ACD credentials Configure Hot Seating Configure Remote Login Agent Session State Log into Contact Canvas Session Single Sign-On Integrated Windows Authentication Automatic Login logs user into Contact Canvas with Salesforce login. Manual Login Basic Windows Authentication user must enter Windows credentials to login. Contact Canvas Authentication Agent Profile manages user credentials Log into / Log out of Contact Channel Automatic login to contact channel on login to Salesforce Adapter Log into ACD Ignore Login for TAPI voice drivers, hunt groups and knowledge worker scenarios 23

24 Hot Seating / Hoteling Enable / disable hot seating Cache user credentials Support Remote Login settings: bridged extension, connection type Logout from ACD Logout from ACD with Reason Code passed back to the ACD for reporting Agent ACD Work Mode Set Available [Ready] Set Unavailable [Not Ready] Not Ready with Reason Code passed back to the ACD for reporting. After Call Work / AUX work Pending Work State user may select post call work state Pending Not Ready Pending Ready Pending After Call Work Synchronize Session State with Contact Channel Omni-Channel Work Source Presence Blended Session State 5 Coordinate agent state on voice and chat channels Omni-Channel Salesforce Softphone Integration Control Availability: Omni-Channel Presence & Telephone Channel Availability Super Agent Mode: Independent availability on Omni-Channel Presence and Telephony Channel Omni Agent Mode: Coordinated availability through Omni-Channel Phone Service Channel Blended Agent Mode: Blends phone calls and Omni-Channel Service Channels to deliver the next appropriate work item. Online: Set Agent Online for Omni-Channel Presence Configuration Busy: Set Agent Busy for Omni-Channel Manage Work Items with Salesforce Adapter Softphone Controller Receive work item notifications Accept work item Reject work item Work Item screen pop Displays work item information Control / Complete work item Transfer work item to queue Manage Work Load through Salesforce Presence Configuration 5 Blended session state is only supported for some voice and chat channels. Blended session state does not support Omni-Channel Live Agent chat work sources. 24

25 Omni-Channel Reporting Agent Presence Reporting Work Item Reporting Phone Channel Agent Presence reporting through Omni-Channel Automatic login to Omni-Channel when users log into Salesforce Adapter Softphone. Automatic Presence Identification automatically identifies and presents agent s assigned Omni- Channel Presence Statuses Display Presence Count for Salesforce and customer work items for homogenous Presence Statuses Omni-Channel Integration Supports All Omni-Channel Work Items (Service Channels), Routes and Queues Live Agent Chat Salesforce Service SOS Mayday Salesforce Business Objects Custom Business Objects Phone Phone channel integrated as an Omni-Channel Service Channel Omni & Blended Mode integrated as an Omni-Channel Service Channel Homogenous queues distribute a single work item type through a Presence Status Heterogeneous queues distribute multiple work item types through a single Presence Status Independent Chat Channel: Support for Salesforce Live Agent 6 Chat Alerts in Adapter Softphone Chat Control Actions and Information Answer Chat End Chat Chat Attached Data display pre-chat information Chat Session Control Log into Chat Log out of Chat Synchronize chat session state with chat server Availability Broker [simple blending] Coordinate state across channels: chat (non-salesforce chat) and voice channel Support for single channel availability Support for multi-channel availability Support knowledge worker and chat Application Integration 6 Independent Chat Channel integration supports Salesforce Live Agent Chat outside of Omni-Channel. The Adapter Omni-Channel integration also supports Salesforce Live Agent Chat through Omni-Channel. 25

26 HTML5 Adapter no components installed on Agent Desktop Include / exclude softphone on new browser tabs Screen pop Block / Allow screen pop Screen pop on ANI default Screen pop on CAD value Screen pop business object on Salesforce record id in CAD Screen pop custom business objects Screen pop context on conference or transfer bookmark Screen pop Visualforce page pass / specify call information No match scenarios Single-match scenarios Multiple-match scenarios Display matching record links in Adapter softphone Activity Automatically Create Activity on Call Wrap Up Record standard information to Activity Record CAD information to custom Activity fields. Disable Activity Prompt for Activity on Call Wrap Up Record standard information to Activity: call time, agent, name and related to records, notes Create and update a single Activity per call, or allow multiple Activities throughout a call to better track customer transactions. Custom Activity Fields Edit Activity Subject Call Disposition update channel with disposition / wrap up codes Call History My Calls Today report License Model AMC OpenCTI Managed Package Licensing Model Concurrent user licenses AMC Subscription License Concurrent user licenses HTTPS supported certificate based security Secure Token Mechanism Security Adapter Extension And Tailoring Agent Palette java script extensions and user interface features Enable / Disable Agent Palette Extension Feature Event and Request Handling Handle Channel and Application Events and Requests / User Actions 26

27 Channel Events BEFORE Adapter Processing Channel Events AFTER Adapter Processing Events Trigged by User Softphone Actions handle actions before system executing Handle Request BEFORE Passing to Salesforce Handle Request Response Returned from Salesforce Send CAD to Agent Palette Allows Agent Palette extensions to access call information Agent Palette UI Display information in Agent Palette UI Display / Add and Respond to Custom Buttons in Agent Palette UI Softphone UI modify DOM: softphone information display and softphone components Custom Parameters set parameters to configure Agent Palette script. DIAGNOSTICS ERROR HANDLING: Trap, Handle and Display Errors CCS Logging: Record / Capture / Log Information to Salesforce Adapter Log Java Console Logging: Add browser console log entries. Development Support Features Developers Guide documentation Java Script Template AMCCustomization.js Sample Code / Templates Tailor User Interface Button Icons & Logos Replace any Softphone UI button or icon 27

28 6. PREREQUISITES Overview This section lists resources, skills and configurations necessary to implement the AMC OpenCTI HTML5 Application Adapter for Salesforce. Resource Requirements Verify these implementation resource pre-requisites before installing the Adapter. These are in addition CCS and voice driver implementation prerequisites. Table 6-1: Implementation Resource Requirements Requirement Hardware Adapter Server Requirements Details The Salesforce Adapter should be installed on a Windows 2012 server. It may be installed on the CCS or it may be installed on an independent server. Appendix F Adapter Hardware Sizing Recommendations for hardware recommendations. Operating System: Windows Server 2012 Windows Administrator Credentials Microsoft.NET Framework V4.5 Microsoft Internet Information Services (IIS) 7.x or higher. SSL Certificate Windows Server 2012 and Server 2012 R2 are supported. Windows user account with Local Administrator rights. (Member of local administrators group.) + Used to install software. + Should match CCS installation user account credentials + May be either a domain account or a local server account..net Framework version 4.5 must be installed before installing the Open CTI adapter. This feature is required to be installed prior to installing the Salesforce Adapter. A proper SSL certificate must be installed on the CCS server. To enforce consistent security, the adapter web toolbar (softphone) uses HTTPS. It requires either a domain certificate or an internet authorized SSL certificate. Self-signed certificates are not supported and generate browser certificate warnings. HTTPS protocol for IIS web site. Contact Canvas Server R6.5SP2 or higher AMC recommends a signed certificate. Please check this link for more information on SSL certificates: Enable HTTPS on port 443 for both the Contact Canvas Server and the Salesforce Adapter Server and web site(s). Contact Canvas Requirements The adapter requires Contact Canvas Server. Note: This version of the Salesforce Adapter is not compatible with earlier releases of CCS. It must be installed on release or higher. 28

29 Requirement Contact Canvas.NET SOAP Adapter Gateway Details The adapter requires the.net SOAP Adapter gateway. This must be implemented and included in the CCS configuration. A supported Voice Driver AMC Administration Portal AMC Admin Portal user Salesforce Administrator Rights A Microsoft Windows or Apple Mac OS-X workstation. Salesforce Supported Internet Browser An operational integration requires a supported voice driver. The software may be tested against the AMC Simulator (NULL) voice driver in demo mode, a telephony simulator capable for inbound telephony. It supports ACD calls, direct, inbound calls, and manual and click to dial outbound calls. The AMC Administration Tool is required to create and manage Salesforce CRM Profiles and Agent Profiles. The AMC Admin Portal user configures the Adapter features and creates and configures user (Agent) settings. Salesforce Requirements Salesforce configuration and application of the Salesforce Adapter managed package require a user with Salesforce Administrator rights. User Workstation Requirements The Salesforce Adapter has only been validated against Windows and Apple OS-X workstations running a Salesforce supported browser. The AMC HTML Toolbar (softphone) is an HTML5 component. Only Salesforce supported HTML5 compliant versions of Apple Safari, Google Chrome, Firefox, or Internet Explorer may be used. Note: When updating the Adapter, be sure to clear the browser cache to ensure the new Adapter takes effect. The adapter supports all current browsers approved by Salesforce for Open CTI. AMC validates the Adapter with standard regression tests on Windows 7 workstations against these browsers: + Microsoft IE , IE11 32 bit and 64 bit + Mozilla Firefox Google Chrome m + Apple Safari Omni-Channel Requirements only if implementing Adapter Omni-Channel Extension Salesforce Administrator Rights To configure Salesforce and the Adapter managed package administrators must have Salesforce Administrator rights. 29

30 Requirement Salesforce Omni-Channel must be implemented and working within Service Console. Details Omni-Channel must be configured in the Salesforce environment. + Omni-Channel must be enabled. + Omni-Channel must be assigned to the Application to enable Omni-Channel within the Service Console. + Each Service Channel work source supported must be created and assigned to a business object. + Routes must be created and assigned to queues. + Queues must be created and assigned to users. + Busy and Online Service Presence Statuses must be created and properly configured. + Service Presence must be assigned to profiles or roles. + Presence Configurations must be created and assigned. + Omni-Channel must be tested and working using the Salesforce Omni-Channel widget. 30

31 7. DEPLOYMENT Overview This section explains how to deploy the Adapter to new and existing implementations. Deployment Options Server Deployment Options The Adapter may be deployed to the Contact Canvas Server (CCS), or it may be deployed on an independent Adapter Server running Windows Server When deployed independently the Adapter must be paired with a CCS; two or more Adapter Servers may be paired with a single CCS. Multiple Adapter Servers may be deployed to scale support for larger enterprises or call centers, and to support fail-over. To scale deployments for additional users or for high call volumes add additional Adapter Servers, or increase the hardware resources as described in Appendix F Adapter Hardware Sizing Recommendations. To support failover, deploy Adapter Servers in pairs of primary and alternate (failover) Adapter Servers. There are four (4) options for deploying multiple Adapter Servers, whether to scale or for failover or both: + Each Adapter Server may be installed on a Contact Canvas Server; + Each Adapter Server may be installed on an independent Adapter Server; + Adapter Servers may be installed in a hybrid environment, one on a Contact Canvas Server and the rest on independent Adapter Servers, with Adapter Servers paired to the same CCS. + The Adapter Servers may be installed in a hybrid environment, with some on Contact Canvas Servers and others on independent Adapter Servers, with a mixture of Adapter Servers paired to different Contact Canvas Servers. Deployment Pre-Requisites Each deployed Adapter Server must meet the Adapter Server pre-requisites listed above. All deployed Adapter Servers must meet these implementation pre-requisites: + The Windows server must meet the Salesforce Adapter hardware recommendations listed in Appendix F Adapter Hardware Sizing Recommendations. + Apply the web service optimizations documented in APPENDIX G Server Optimization Settings. Independent Adapter Servers must also meet these (CCS) implementation prerequisites: + Microsoft.NET Framework 4.5 must be installed on the server. + Microsoft Internet Information Services (IIS) must be installed on the server. 31

32 + An SSL certificate must be applied to the server. + IIS must be configured for HTTPS on port The Windows Administrator accounts must be implemented. Upgrading from a Current Release 6.5 Version These instructions explain how to upgrade the existing Adapter to the latest release. Before upgrading the Adapter consider additional features and deployment options. For example, adding Adapter failover might improve the reliable operation of the Adapter. However, adding failover requires a new Adapter Server and CCS pair. Step 1: Apply any upgrades to CCS, Administration Tool or the voice driver for this release. + If there is a new Administration Tool profile template database apply it to the Administration Server. Step 2: Backup up current Adapter settings and customizations. + Backup the CRM Profile datebase file and all othe Adapter settings and customizations. + Backup the Agent Palette customization JavaScript if Agent Palette extensions are implemented. Step 3: Remove (uninstall) the current Adapter on each Adapter Server. Step 4: Install the new Adapter version on each Adapter Server as directed in the I m plementation section of this Guide. Step 5: Update the Salesforce Managed Package for each Salesforce instance. + Follow the Salesforce Managed Package update process. Step 6: Modify the Salesforce Call Center Record if adding a failover Adapter Server. + Manually import new call center records from the failover version of XML file (if necessary). + Add alternate (failover) Adapter Server URL. Step 7: Copy-Update the Salesforce CRM Profile to apply the new CRM Profile template by creating a new CRM Profile. + Create a new CRM Profile from the new Administrator Portal template. + Apply the existing CRM Profile settings to the new CRM Profile. + Add the new CRM Profile to support new features. + Assign the new CRM Profile to the existing CCS Agent Profiles. Note: This is most easily done by exporting the Agent Profiles, changing the CRM Profile setting and re-importing the modified Agent Profiles. 32

33 + Delete the old CRM Profile. New Implementations For new implementations follow these high level steps. Step 1: Create a Server Profile. + Create a Server Profile for each CCS Server from an appropriate template for the Adapter. + Apply each profileto its CCS Server. Step 2: If deploying the Adapter to independent Adapter Server(s), provision the Adapter Server(s). Step 3: Install the adapter on each Adapter Server as directed in the I m plementation section of this Guide. Step 3: Configure the Salesforce Environment. + Apply the Salesforce managed package. + For each call center site, create a new Salesforce Call Center Record and associate users with the new record. + Assign Salesforce users to a Salesforce Call Center Record. + Configure Salesforce softphone layouts for call center sites. Two or more softphone layouts may be required to support different lines of business. Step 4: Configure the Contact Canvas CRM and Agent Profiles + Create and Configure the CRM Profile(s) for the call center sites. + -For each user, create user a Agent Profile and assign the CRM Profile. Upgrading an Existing CTI Toolkit Implementation Step 1: Document the current call center record configurations. + Use browser print function to print a copy of the call center record. If the system has Windows PDF print driver, it may be saved to a PDF. Note: The call center record has important functional configurations that need to be preserved, such as CAD display and screen pop information. This information will be used to create the Adapter CRM Profile. Step 2: Remove the CTI Toolkit adapter version from each user s workstation. + Open Control Panel. Select and Open Programs and Features. 33

34 + Find the AMC Application Adapter for Salesforce, right click and select Uninstall from the pop-up menu. + Answer Yes when prompted to confirm the software uninstall. + A progress bar shows the software uninstall. Step 2: For each CCS, create a new CCS configuration from a Server Profile template. Contact Canvas Release 6.5 requires a new installation of Contact Canvas Server, therefore existing configuration files cannot be used. Use AMC Administrator Portal to create a new Server Profile and apply the profile to the CCS Server. Step 3: If deploying the Adapter to independent Adapter Server(s), provision the Adapter Server(s). Step 4: Follow instructions in the I m plementation section to install and configure the Adapter on each Adapter Server. + Install the adapter. 34

35 + Specify the fully qualified domain name (FQDN) for the Administration Tool and Authenticatoin web services. Note: Administration Tool and Authentication web services can only be configured during installation. + Specify the Single Sign-On configuration settings : Self Administration, Automatic Login, Single Sign-On and Manual Sign-On. Note: Authentication settings for Agent Self-Administration, Automatic Login, Single Sign-On and Manual Sign-On may only be configured during installation. + Verify the installation and web service application pool settings. Step 5: Configure the Salesforce Environment. + Apply the Salesforce managed package. + For each call center site, create a new Salesforce Call Center Record and associate users with the new record. + Assign Salesforce users to a Salesforce Call Center Record. + Configure Salesforce softphone layouts for call center sites. Two or more softphone layouts may be required to support different lines of business. Step 6: Configure the Contact Canvas CRM and Agent Profi les + Create and Configure the CRM Profile(s) for the call center sites. + For each user, create user a Agent Profile and assign the CRM Profile. Upgrading an Existing Silverlight Open CTI Implementation To upgrade an existing Silverlight Open CTI version of the adapter, follow these steps. Upgrade the Managed Package for all Salesforce instances. The new Managed Package is backward compatible and supports all versions of the AMC Open CTI Adapter. Step 1: Remove the existing Silverlight Open CTI adapter. + From Control Panel, select and open Programs and Features. + In Programs and Features, find and select the AMC Application Adapter for Salesforce Open CTI. Right click and select Uninstall From the popup menu. + Follow the uninstall steps to complete the software removal. + Verify that all software, the web application and the application pool have been removed. 35

36 Step 2: For each CCS, create a new CCS configuration from an appropriate Server Profile template. (See the CCS Implementation Guide.) Contact Canvas Release 6.5 requires a new installation of Contact Canvas Server; therefore existing configuration files cannot be used. Use Administrator Portal to create a Server Profile and apply the profile to the Server. Step 3: If deploying the Adapter to an independent Adapter Server, provision the Adapter Server. Step 4: Follow instructions in the I m plementation section to install and configure the Adapter on each Adapter Server. + Install the adapter. + Specify the fully qualified domain name (FQDN) for the Administration Tool and Authenticatoin web services. Note: Administration Tool and Authentication web services can only be configured during installation. + Specify the Single Sign-On configuration settings : Self Administration, Automatic Login, Single Sign-On and Manual Sign-On. Note: Authentication settings for Agent Self-Administration, Automatic Login, Single Sign-On and Manual Sign-On may only be configured durfing installation. + Verify the installation and web service application pool settings. Step 5: Configure the Salesforce Environment. + Apply the Salesforce managed package. + For each call center site, create a new Salesforce Call Center Record and associate users with the new record. + Assign Salesforce users to a Salesforce Call Center Record. + Configure Salesforce softphone layouts for call center sites. Two or more softphone layouts may be required to support different lines of business. Step 6: Configure the Contact Canvas CRM and Agent Profiles + Create and Configure the CRM Profile(s) for the call center sites. + For each user, create user a Agent Profile and assign the CRM Profile. Adding the Adapter to an Existing Implementation If adding the Salesforce Adapter as an additional adapter to an existing implementation, follow these steps: 36

37 Step 1: Configure the.net SOAP adapter on each CCS Server that supports the Adapter. + If the existing configuration uses the.net SOAP Server Profile template, there are no changes. + If the existing CCS configuration does not include the.net SOAP Adapter Gateway in the Server Profile, it must be added manually. Follow the directions in the Contact Canvas Server guide for configuring the.net SOAP Adapter Gateway. This requires adding the Module Manager module class and module settings, as well as configuring the Soap adapter configuration section. Step 2: If deploying the Adapter to an independent Adapter Server, provision the Adapter Server. Step 3: Follow instructions in the I m plementation section to install and configure the Adapter on each Adapter Server. + Install the adapter. + Specify the fully qualified domain name (FQDN) for the Administration Tool and Authenticatoin web services. Note: Administration Tool and Authentication web services can only be configured during installation. + Specify the Single Sign-On configuration settings : Self Administration, Automatic Login, Single Sign-On and Manual Sign-On. Note: Authentication settings for Agent Self-Administration, Automatic Login, Single Sign-On and Manual Sign-On may only be configured durfing installation. + Verify the installation and web service application pool settings. Step 4: Configure the Salesforce Environment. + Apply the Salesforce managed package. + For each call center site, create a new Salesforce Call Center Record and associate users with the new record. + Assign Salesforce users to a Salesforce Call Center Record. + Configure Salesforce softphone layouts for call center sites. Two or more softphone layouts may be required to support different lines of business. Step 5: Configure the Contact Canvas CRM and Agent Profiles + Create and Configure the CRM Profile(s) for the call center sites. + For each user, create user a Agent Profile and assign the CRM Profile. Replacing an Existing Adapter Step 1: Uninstall the existing (non-salesforce) adapter. 37

38 Step 2: Add.NET SOAP Adapter to the Server Profile. + If the existing configuration uses the.net SOAP Server Profile template, no configuration changes are necessary. + If the existing CCS configuration does not include the.net SOAP Adapter Gateway in the Server Profile, create a new Server Profile, using a template that supports Salesforce. Then update the configuration with the voice driver and other settings. Step 3: If deploying the Adapter to an independent Adapter Server, provision the Adapter Server. Step 4: If deploying the Adapter to an independent Adapter Server, provision the Adapter Server. Step 5: Follow instructions in the I m plementation section to install and configure the Adapter on each Adapter Server. + Install the adapter. + Specify the fully qualified domain name (FQDN) for the Administration Tool and Authenticatoin web services. Note: Administration Tool and Authentication web services can only be configured during installation. + Specify the Single Sign-On configuration settings : Self Administration, Automatic Login, Single Sign-On and Manual Sign-On. Note: Authentication settings for Agent Self-Administration, Automatic Login, Single Sign-On and Manual Sign-On may only be configured durfing installation. + Verify the installation and web service application pool settings. Step 6: Configure the Salesforce Environment. + Apply the Salesforce managed package. + For each call center site, create a new Salesforce Call Center Record and associate users with the new record. + Assign Salesforce users to a Salesforce Call Center Record. + Configure Salesforce softphone layouts for call center sites. Two or more softphone layouts may be required to support different lines of business. Step 7: Configure the Contact Canvas CRM and Agent Profiles + Create and Configure the CRM Profile(s) for the call center sites. + For each user, create user a Agent Profile and assign the CRM Profile. 38

39 8. IMPLEMENTATION Overview This section describes the implementation process, installation pre-requisites, installation and post-installation activities. It identifies required and recommended steps for new implementations and for customers adding Salesforce to an existing implementation or migrating to Salesforce from another CRM. Customers should approach the Contact Canvas Server and Salesforce Adapter implementation as they would any software implementation project. A project lead or manager coordinates and keeps projects on track. Implementation Steps Overview For new installs, there are ten phases for the Salesforce Adapter implementation process. These are the common implementation phases for most components. + Pre-Implementation. Apply and verify the adapter pre-requisites and ensure that the Contact Canvas Server and a voice driver are properly implemented and ready for integration. + Installation. The AMC Adapter for Salesforce Open CTI ( Salesforce Adapter or the Adapter ) is installed independently of the Contact Canvas Server and the voice drivers. It has its own installer and does NOT use the Contact Canvas Installer (CCI). + Post-Installation Verification. This verifies that the adapter components, especially web service application pools and.net ASP pages, are properly installed and configured. + Optimization. Apply Adapter Server performance optimizations: see APPENDIX G Server Optimization Settings + Salesforce Managed Package. The AMC Salesforce Managed Package must be applied to all Salesforce instances. This requires Salesforce administrator rights. + Salesforce Call Center Record. Create and edit the Salesforce call center record to add the URL for the Salesforce Adapter (webtoolbar URL) and the failover connection (if used) If required, first import the call center XML template. + Salesforce Agent Assignment. Assign each Salesforce user (agent) to the Salesforce Call Center Record created by the Managed Package. + Contact Canvas CRM Profile Configuration. The adapter is created and configured within the CCS Administrator Portal. A unique adapter configuration is required for each contact channel site (based on channel ID). + Contact Canvas Agent Profile Creation and Configuration. Create and configure users (agents and knowledge workers) within the CCS Administrator Portal. Each CTI enabled Salesforce user must have a CCS user configured to a CRM Profile. 39

40 + Smoke Testing. The final step of the implementation is a smoke testthat verifies proper installation and configuration of the adapter components. In addition to these required implementation phases, AMC strongly recommends customers add planning and scheduling, business requirements and integration testing phases. + Planning and Scheduling. Before starting the implementation customers should identify and document all hardware, software and human resources. Resources should be scheduled to ensure necessary skills and components are ready for implementation. (Do this before the pre-requisites phase.) + Business Requirements. As part of the implementation customers should document objectives, business requirements and definitions of success. Use the AMC Simulator voice driver integrated through the Salesforce Adapter to understand, plan, and test standard customer interaction and integrated call handling scenarios. (Do this before the implementation phase.) + Conference Room Pilot. As another phase of the implementation process customers should conduct a conference room pilot of the fully implemented system. Use the AMC Simulator voice driver to simulate inbound and outbound call flows and call attached data. + Integration Testing. In the final stage of the implementation, customers should execute a complete integration test of all of their business scenarios. Table 8-1: Implementation Process Activities Implementation Step Key Activities Pre-Implementation + Acquire the Contact Canvas software with the Salesforce Adapter distribution. + Apply Salesforce Adapter pre-requisites IIS, SSL certificate, and.net 4.5 on the Adapter Server. + Have a Salesforce test / development environment ( sandbox ) that includes a subset of production data and at least two Salesforce user accounts and agent workstations. + Have a contact center test environment that includes a properly configured CCS with either a full contact channel test environment or the Demo Voice Driver +.Verify AMC Support Portal accounts and access. Identify and review Adapter KB articles on the Support Portal. 40

41 Implementation Step Key Activities Planning and Scheduling [Optional] This is an optional, recommended step to manage the CCS implementation project. + Review documentation, complete pre-requirements worksheets and identify required resources (hardware, software, human, and test environments). + Document key project objectives, business requirements and measurable success criteria. + Identify and schedule the implementation resources and phases. (Track with a spreadsheet or project manager application.) + Document the Adapter deployment: identify the paired CCS, Administration Portal FQDN and Authentication web services FQDN. + Identify the Authentication settings for Agent Self- Administration, Automatic Login, Single Sign-On and Manual Sign-On. + Review, understand and verify AMC Support service levels processes and procedures. Installation The installer performs two (2) functions: Install or Remove the Adapter. + Run the Salesforce Adapter installer from the Adapter Server, logged in with the Contact Canvas installer account. Install + Select Install the only option if the Adapter is not yet installed. + Follow installation steps to specify installation settings for the Administration Portal and Authentication web services. + Install the adapter components. + After the install completes, follow all postinstallation steps. Remove / Uninstall + Select Remove only an option if the Adapter is already installed. + All the Adapter software, web services and the web application pool will be removed from the server. + After the uninstall completes, existing configuration and Administration portal settings will remain. Remove these if they are no longer used. 41

42 Implementation Step Key Activities Upgrade To upgrade an existing Release 6.5 Adapter version: + Backup up configurations and Agent Palette customizations; + Upgrade the CCS and voice driver to the matching service pack (SP) + Remove (uninstall) the current Adapter; + Install this Adapter on the CCS or on a To upgrade from the AMC Salesforce CTI Toolkit Adapter: + Record the Adapter configuration in the call center record.. + Remove (uninstall) the Adapter from the CCS. + Upgrade the CCS to the current Release 6.5 service pack (or create a new CCS). + Configure the Server for Salesforce Open CTI install the.net SOAP Adapter Gateway. + Install this Adapter on the CCS or on an independent Adapter Server. (See the Install overview above.) To upgrade from the AMC Salesforce Silverlight Adapter: + Record the Adapter configuration in the call center record + Remove (uninstall) the Adapter from the CCS. + Upgrade the CCS to the current Release 6.5 service pack (or create a new CCS). + Configure the Server for Salesforce Open CTI install the.net SOAP Adapter Gateway. + Install this Adapter on the CCS or on an independent Adapter Server. (See the Install overview above.) Post-Installation Verification + Check the adapter Application Pool (webtoolbar) Verify that it is properly configured for Integrated.NET 4.5, with the proper user credentials. + Check the web services to be sure that they are properly installed. + Test that the softphone pages may be browsed, listed and executed within a browser using the HTTPS url. (Test on the local machine and on a remote machine.) Apply Adapter Server Optimizations + Apply optimziation settings as documented in APPENDIX G Server Optimization Settings. 42

43 Implementation Step Key Activities Create or Update the CCS Configuration Server Profile + Use Administrator Portal to create a CCS Server Profile from a template that supports the.net SOAP Gateway and the implemented voice driver(s). If creating a new configuration, include the CCS.NET SOAP Adapter Gateway. + Apply the Server Profile to the CCS Server. Salesforce and Salesforce Adapter Configuration Note: The configuration steps must be applied to each Salesforce environment and call center pairing. + Add (or upgrade) the Managed Package in the Salesforce instance. + If necessary, manually import the Call Center Record from the AMC Salesforce Adapter XML file. + Modify the Call Center Record to add the Adapter URL + (Optional) If implementing failover, modify the Call Center Record to add the and alternate (failover)url. + Create a CRM Profile in the Administrator Portal based on the Salesforce template. + Modify the CRM Profile to configure the Adapter. Add the CCS Server FQDN to associate the CCS with the profile. + Modify the configuration to add the site-specific configuration settings. + Tailor the softphone appearance. The buttons and logo on the Adapter softphone may be tailored. Manage Salesforce and CCS Users: Associate users with the CRM instance. + In Salesforce Administration, assign Salesforce users to their Call Center Record. + Create Agent Profiles for each user + Assign the CRM Profile to the Agent Profile. + Configure the Agent Profile channel settings. Configure users for hot seating or enter the assigned ACD ID credentials (user and password) and the appropriate assigned extension. Start Test & Smoke Test + Log into Salesforce and test the Adapter. It should populate in the Salesforce softphone iframe, connect to the Administration Tool and display the login dialog. + Run basic smoke test to validate connectivity and base functionality. + Preserve the Smoke Test log files for future reference. Capture and archive the smoke test log files. 43

44 Implementation Step Key Activities Conference Room Pilot [optional / recommended] + Model call, customer interaction and agent work flows. + Identify Salesforce screen pop and softphone layout requirements: business objects to screen pop, CAD screen pop requirements. + Identifiy sofpthone requirements: transfer / conference features and CAD display elements. + Identify end of call / end of interaction requirements: call wrap up / disposition, activity creation, custom activity fields, etc. + Identify agent work state options: knowledge worker, not ready reasons, etc. Integration Testing / Production Roll Out + Develop and execute an end-to-end integration test plan. + Create and schedule production roll out plan. + Inform AMC Support of production roll out schedule. Pre-Implementation Activities Step 1: Review Documentation and Test AMC Support Portal Access + Review implementation guide and implementation or upgrade steps. + Test AMC Support portal user acconts. + Review Salesforce Adapter Knowledgebase articles. Step 2: Acquire the adapter software and copy to the server. + AMC software is distributed electronically. Download the software from the App Gallery using the link in the AMC Support kickoff or directly from this link: Step 3: Document and Apply Pre-Requisites + Fill out the Pre-requirements Worksheet to document implementation resources and system settings. + Verify Adapter Server access with installation account: log into the server using the account. This may be either a local user account or a domain account. It must be a member of the Windows server local Administrators group. The account may either be a dedicated installation account or the Contact Canvas service user account. + Install / enable Microsoft.NET 4.5 Framework. + Enable IIS on the independent Adapter Servers. + Import the SSL certificate. 44

45 + Enable HTTPS protocol on port 443 for the IIS web site. + Verify Administrator Portal access: log into the portal using the Portal Admin user. + Create Salesforce test environment sandbox user accounts and import working production data. Step 4: Deploy the Adapter Installer. + Unzip the adapter software distribution. + Copy the Salesforce Adapter installer and distribution directory to the Adapter Server or an accessible network directory. Installation Using the Installer The Salesforce Adapter has its own, independent installer: it does not use the CCI installer. It is part of the adapter software distribution. Use Run as Administrator when running the installer. Right click on the installer executable Setup.exe in the distribution Setup directory and select Run as Administrator. The installer performs two functions: install the software and remove (delete) an existing installation. + If the Adapter is NOT INSTALLED on the server, it installs the software. There is no option to select an action. + If the Adapter is INSTALLED it prompts to remove the software. There is no option to select an action. The installer uses a wizard interface to guide the installation. The wizard presents a series of dialog screens that prompt for information and actions. Complete the requested information and then execute the actions on each screen. There are five (5) types of wizard dialog screens, explained in Table 8-2: Installation Wizard Navigation. 45

46 Table 8-2: Installation Wizard Navigation Installer Dialog Screen Type Key Activities License Screen: Requires end user license agreement (EULA) acceptance. Figure 1: License Screen Sample + Next: Advances into the install. Not enabled until after accepting the license. + Back: Installer welcome screen + Cancel: Abort installation: prompts for confirmation. + Print: Prints the EULA using the browser print function. Configuration Screens: Prompt for a response either information or a configuration setting. Figure 2: Configuration Screen Sample + Next: advance to next installation wizard step. + Back: go back to previous installation wizard step. + Cancel: abort installation, which prompts for configmration 46

47 Installer Dialog Screen Type Key Activities Ready to Install Screen: Executes the installation. Figure 3: Ready To Install Screen Sample + Install: executes the installation using configured settings. + Back: returns to previous screens, to change configuration settings. + Cancel: aborts installation, which prompts for confirmation Progress Screen: shows installation progress. Figure 4: Installation Progress Screen Sample Display only screen: no user actions. + Progress bar shows progress in installing and configuration the Adapter. 47

48 Installer Dialog Screen Type Key Activities Installation Complete: exit screen, displayed when the installation is completed. + Finish: Exit the installer. Figure 5: Installation Completed Screen Sample Installing the Adapter Step-by-Step Follow these steps to install the Salesforce Adapter software and web services. Table 8-3: Instellation Steps Installation Step User Actions Step 1: Log Into Adapter Server. Step 2: Run (start) the Installer Figure 6: Installer Welcome Screen + Connect to adapter server through VM console or remote in using Windows RDP. + Log into the Adapter Server as local administrator using the Contact Canvas installation account or the CCS service user account. + Navigate to the software distribution using Windows Explorer or from a Command Prompt. + Run the installer with administrative privileges: right click setup.exe and select Run as Administrator from the popup menu. Always explicitly use run as administrator to run the installer. By default Microsoft Windows requires each process to be run explicitly as an administrator to protect the server from malicious or accidental actions. 48

49 Installation Step Step 3: Read, understand and accept the End User License Agreement (EULA). Figure 7: EULA Accepted User Actions + After reading the license agreement, select the I accept radio button. + Then click Next. Note: The installation cannot proceed until the EULA is accepted. Step 4: Select the installation drive. Figure 8: Installation Drive Only the installation drive can be selected. The installer automatically determines the installation directory structure. + By default the Adapter installs to the Windows system drive: %SystemDrive%, typically the C: dirve. + To override the default drive, click the change button on the Destination Folder wizard dialog. This opens a second dialog; select the installation target drive and click OK. + Click Next to accept the adapter install drive. 49

50 Installation Step Step 5: Enter the Administration Portal FQDN Figure 9: Administration Portal Server FQDN User Actions + This step identifies the Administration Portal server. + Enter the fully qualified domain name (FQDN) of the Administration Portal server, typically the CCS paired to the Adapter Server. Note: See How to Identify a Server FQDN for instructions on how to find a server s fully qualified domain name. Step 6: Sign-On Configuration Part 1 enable features and specify Authentication Server. Figure 10: Authentication Settings Part 1 Configure the following Sign-On settings in this step. These are all global settings that apply to all users who access the Adapter through this Adapter Server. + Enable Self-Administration: check the checkbox to enable Self-Administration. This allows users to manage their softphone settings. This is a global setting that enables the feature for all Adapter users. The CRM Profile enables or disables specific settings. + Enable Automatic Login: check the checkbox to enable Auatomatic Login. This automatically logs in Single Sign-On users with Windows authentication, IF SSO and the user Agent Profile is configured with windows user credentials. + Automatic login disable period: this sets the time in hours to disable automatic login for a user. This prevents automatic login access during non-shift periods. For example if a user logs out at the end of their shift, they must log in manually during the disable period, by specifying their windows user credentials. + FQDN name for Authentication Server: enter the Authentication Server FQDN. This is almost always the paired CCS. + See instructions on [how to link] How to configure Automatic Login. 50

51 Installation Step Step 7: Sign-On Configuration Part 2: Single Sign-On and Manual Sign-on Settings. Figure 11: Authentication Settings Part II Step 8: Enter Install User Account Information Figure 12: Login Information User Actions This section enables the following sign-on authentication settings. These are global settings that apply to all users who access the Adapter from this Adapter Server. + Single Sign-On / Integrated Windows Authenticatoin. Check the checkbox to enable Single Sign-On using Integrated Windows Authentication. This uses the users Windows credentials to log into Contact Canvas and their contact channels.. Users may login automatically, if that feature is enabled. + Manual Sign-On / Basic Windows Authentication Users login in manually through the softphone login dialog with their Windows user credentials. + Manual Sign-On / Contact Canvas Authentication. Users login manually through the softphone login dialog with their Contact Canvas user credentials. (Agent Profile name and password.) + Provide domain qualified Windows installation user account recredentials. + Prefix the user name with the Windows domain, for domain users, or the Windows server name, for local server users. + Example: amclab\ccs_server_usedr or CCSServer\CCS_server_user. + Note: The installation user account must be a member of the Adapter Server local Administrators group. + Click Next to continue installing. 51

52 Installation Step Step 9: Execute the installation. Figure 13: Ready To Install User Actions + The install wizard pomrpts to complete the installation. + Click Install to install the Adapter as configured. + The installer displays the Progreess Screen, showing the insteall progress. Step 10: Complete the Install Figure 14: InstallShield Wizard Complete + When the installation completes, click Finish to complete the install and close the Wizard. Uninstall the Adapter Step-by-Step If the software is already installed, the installer removes (uninstalls) the Adapter from the server. There are no selection options. NOTE: Removal only removes the Adapter software, and its web services and application pool. It DOES NOT remove any other AMC or Contact Canvas component including log files. NOTE: The directory tree may not be removed if there are files, such as logs or configurations, etc. in any subdirectory. NOTE: Removal DOES NOT change any CCS Profile or Salesforce Adapter (CRM Profile) configuration settings, or remove any CCS users configured 52

53 through the Administrator Portal. Use the Administrator Portal to change CCS and Adapter configuration settings and to remove CCS users. Table 8-4: Removal Steps Removal Step Step 1: Log Into Adapter Server. Step 2: Run (start) the Installer Figure 15: Installer Welcome Screen User Actions + Connect to adapter server through VM console or remote in using Windows RDP. + Log into the Adapter Server as local administrator using the Contact Canvas installation account or the CCS service user account. + Navigate to the software distribution using Windows Explorer or from a Command Prompt. + Run the installer with administrative privileges: right click setup.exe and select Run as Administrator from the popup menu. Always explicitly use run as administrator during installation. By default Microsoft Windows requires each process to be run explicitly as an administrator to protect the server from malicious or accidental actions. Step 3: Remove the Software. Figure 16: Remove the Program + Click Remove to remove the software. This starts the uninstall process. + Click Back to return to the welcome screen. + Click Cancel to abort software removal, which prompts for confirmation. 53

54 Removal Step Step 8: Complete Removal Figure 17: InstallShield Wizard Complete User Actions + When the Adapter uninstall completes, click Finish to complete the install and close the Wizard. Post Installation Overview This section only addresses installation verification. It assumes that all prerequisites have been applied and all IIS components and user rights have been set and verified. The Salesforce Adapter and the Webtoolbar may not work properly if the underlying pre-requisites have not been met. After installing the Adapter, check to ensure that all components have been installed properly. Correct any improper settings. The Adapter is a set of web services, therefore these steps verify that the web service application pool and the web services are properly configured and authenticated. Check the Application Pool Step-by-Step Check the application pool and verify that it is properly configured. The application pool manages and executes web service processes: the web services run under the control and authentication of the application pool. Step 1: Check and Correct the Application Pool. Use IIS Manager to view and change web service and web application pool settings. + Open IIS Manager: Start Administration Tools Internet Information Server (IIS) Manager. + From the left hand navigation bar, select and expand the Adapter Server entry. + Select Application Pools; this displays the list of application pools in the right central pane. Verify that WebtoolbarAppPool is present. + Right-click WebtoolbarAppPool this is the Salesforce Adapter application pool. + Select Advanced Settings from the pop-up menu. 54

55 + Check and if necessary set the following parameters: Table 8-5: Adapter Application Pool Settings Application Pool Parameter Value.NET CLR Version V4.0 Enabled 32-bit Applications False Managed Pipeline Mode Integrated Identity Set to the Adapter service user account. Apply Web Services Optimizations. Follow the instructions in APPENDIX G Server Optimization Settings to configure the web services optimizations on the Adapter Server. The installation phase is now complete. Configuration Overview To complete implementation, configure the adapter, the Salesforce environment, the Contact Canvas users and their telephony credentials. This section describes the general use and configuration settings. Specific settings and their detailed explanation are covered in the reference section, Adapter Configuration Settings. Functional Configuration Components There are five key configuration functional components: + CRM Profile: The CRM Profile configures application instance features, behavior and information for a Salesforce instance or line of business; a site. It is configured within the Administrator Portal, and replaces most of the the Salesforce Call Center Record configuration settings from previous versions 7. It determines the features, behavior and information of the Salesforce instance or line of business, generally referred to as a site. + Agent Profile: All CRM application users are configured within the Agents section of the Administrator Portal. The agents configuration defines the user s channel access credentials and extension, login methods, and assigned channels (e.g. voice or chat). It associates the user with a CRM Profile effectively assigning the user to their Salesforce site. + AMC Salesforce Managed Package: Import the AMC Managed Package into each instance of Salesforce. This is done within Salesforce. The managed package enables advanced search and data management features of the Adapter within the Salesforce instance. 7 The AMC Salesforce CTI Toolkit Adapter and the Silverlight Open CTI Adapter. 55

56 + The Salesforce Softphone Layout: The Adapter relies on the Softphone layout within each Salesforce instance. The softphone layout defines screen pop behavior based on search match results, accessible business objects and information displayed within in the softphone. Softphone Layout is a Salesforce administration function. + The Salesforce Call Center Record: The Call Center Record accesses the adapter services and associates Salesforce agents with the adapter. Import the record from the AMC Salesforce Call Center XML file [AMC_Salesforce_CallCenter.xml] if required. Resources and Access Rights The following resources and access rights are required to complete all configuration activities: + Contact Canvas Windows Server administration user credentials. It may be necessary to log into Contact Canvas Server to install or configure the Adapter or for the adapter gateway. + AMC Administrator Portal Admin login. Use the Administrator Portal to create and edit CRM Profiles and Agent Profiles for Contact Canvas users. + Salesforce administrator rights sufficient to apply a Salesforce Managed Package. Use these rights to import the AMC Managed Package. + Internet access and login rights to Salesforce AppExchange. This is needed to access and download the Managed Package. + Salesforce administrator rights sufficient to manage call center components, especially the Salesforce softphone layout. + Contact Canvas configuration profile that supports.net SOAP web services. Apply a supported Contact Canvas template. Configuring Screen Pop Screen pop opens and displays a Salesforce transactional record based on call information. Both the CRM Profile and the Salesforce softphone layout determine which Salesforce business objects may screen pop and how screen pop is executed. There are four screen pop options in Salesforce: + Default screen pop on ANI, + Screen pop on call attached data, + Screen pop based on record id, and + Screen pop to Visualforce page. Each screen pop method has distinct settings. These behaviors are controlled by several CRM Profile parameters documented in the following CRM Profile sections: + Popup: This determines screen pop rules for default screen pop (ANI), for screen pop on call attached data and for screen pop on a specific business object: object pop. 56

57 + Visualforce Data: This configures information passed into the Visualforce page for a Visualforce page screen pop. In general, call data must be passed into the Visualforce page. + CAD Display: This determines whether to display call attached data, and which CAD fields are displayed in the softphone and their user friendly label. The Salesforce Softphone Layout determines screen pop behavior. The softphone layout determines: + How to execute the inbound call screen pop based on search match type (results): no match, single match, and multi-match. + Which business objects are included in the screen pop search and may screen pop. + Whether to use Visualforce pages, based on screen pop search match type. + Which Visualforce page executes the screen pop (by search match type). + What information may display in the softphone. Note that the actual display configuration is part of the CRM Profile, but each displayed field must be included in the softphone layout. Create and Configure CRM Profile Use the Administrator Portal to create and configure the CRM Profile. This section explains how to create and configure a CRM Profile. Detailed profile settings are explained in the reference section: Adapter Configuration Settings. The CRM Profile defines the functional capabilities and information management for the Salesforce site. The site includes a specific voice channel and Salesforce instance, such as the development environment, the QA environment, or the production environment, etc. A site configuration includes the agent work processes, such as screen pop rules, not ready, logout and wrap up reasons, etc. Each line of business may also require a CRM Profile, unless all lines of business have the same requirements. Note: This section only considers CRM Profile settings that must be changed or verified. It assumes the default settings are sufficient for an initial implementation. Check the reference section for features and functions that may be configured and reference instructions on how they may be configured. Step-By-Step Configuration Settings Step 1: Log into the Administrator Portal as an administrator. Step 2: Create the CRM Profile. + Select the CRM Profile tab. + Click +New to create a new profile. + Name the profile set a unique name for the CRM Profile. 57

58 + Enter a description. Include the environment (instance) and the line of business, if appropriate. For example: QA Test, Sales Agents. + Select the Salesforce.com profile template. + Click Save to save the profile. + The CRM Profile tab will be displayed after it has been saved. Step 3: Edit the Profile + On the CRM Profile tab, select the CRM Profile to edit + Click Edit, this opens the profile in the edit page. + To edit a specific section, select the section and click Edit. + This will display the section name and the section parameters. Only the parameter values may be edited. NOTE: It is not possible to edit the parameter description or key (name). To change these for wrap up and reason codes, etc., delete the parameter and re-add it. Step 4: Configure the Contact Canvas Server connection information. + On the CRM Profile Edit page, select the CCS Information section. + Click Edit. Table 8-6: CCS Information Primary Settings CCS Information Parameters Notes / Descriptions CRM Connector Server This is the Contact Canvas Server. Enter the fully qualified server name, including domain information. Example: ccsserver.amclab.com ChannelID Enter the voice driver channel ID. Default: CTI1 Queue This is a dummy value used for backward compatibility. Accept the default queue: DataStore This is the DataStore module for the voice deriver. It must match the voice driver setting: DataStore or CTIModule name Step 5: Configure the Popup Settings. + When to screen pop: Popup configures when to execute the screen pop: on alert (ringing) or after answering the call. 58

59 + Whether to screen pop on CAD: Popup enables CAD screen pop and also associates CAD elements with specific Salesforce business object fields to determine what to screen pop. + Whether to screen pop on record ID: Object pop identifies the CAD element that includes the Salesforce business object record ID. + Whether to enable screen pop in the default user session. Table 8-7: Popup Configuration Primary Settings Popup Parameters Notes / Descriptions Popup desired upon alert Screen pop on alert or answer Default: False screen pop on answer Enable Call Attach Data (CAD) Popup Enable CAD screen pop. Default: False screen pop default ANI, on object record ID or Visualforce page. Key for Object Pop CAD data element with object record D. Enter this value to support screen pop on record id. Only applies if Enable Call Attach Data Popup is true. There is no default. Turn ON Pop Control at Startup Enables screen pop in the screen pop control box (upper left corner of the Salesforce Webtoolbar softphone. Default: True screen pop enabled. Step 6: Configure Visualforce Page data + The adapter may pass call information to Visualorce pages. This is enabled by this profile section. + This profile section also It specifies which CAD elements are passed to the Visualorce pages. All, none or some CAD elements may be passed. Table 8-8: Visualforce Page Data Primary Settings Popup Parameters Notes / Descriptions Enable Send Specific Data to VF Should call data be passed to Visualforce pages? Default: False do not pass CAD to VF page. Display Key List List of CAD elements to pass to the VF page, if enabled. There is no default. 59

60 Note: The Salesforce softphone layout determines whether and when to execute Visualforce page screen pop. This section determines what information is passed to the Visualforce page. Step 7: Configure CAD Display + CAD display determeins what call information to display in the sofpthone, and sets a user friendly label for each call element displayed. Table 8-9: CAD Display Primary Settings CAD Display Parameters Notes / Descriptions Display Call Attach Should CAD be displayed in the softphone? Default: False do not display CAD Display Key List List of CAD elements with labels to display. This only applies if Display Call Attach is True. There is no default. Step 8: Configure Additional Features and Functions + This section lists the functional areas that should be configured to complete the Adapter configuration. These functional areas effect the customer interaction, business processes and activity tracking through the Salesforce Adapter. + The table below lists a functional area in the left column. The right identifies the CRM Profile configuration sections and links to the reference information. Note: This table contains duplicate CRM Profile section entries, as some sections configure two or more functional areas, and some functional areas are specialized, such as outbound campaign. Table 8-10: Functional Configuration Settings Functional Area Description / Section Contact Canvas Server Connection This configures the connection to the CCS. CCS Information connection settings AMC Trace trace / logging settings Session Timeout automatic logout settings after no softphone activity. Advanced web service and feature request and event timeout settings. 60

61 Functional Area Description / Section Screen Pop This configures screen pop behaviors: how screen pops are executed, which business objects may screen pop, and information used for the screen pop. Popup screen pop event, information and business object. Visualforce Data Visualforce screen pop parameters. CAD Display call attached data and labels displayed in the softphone. CRM Specific Configuration Enables person account support, and sets object record identifier, task fields, CAD format, etc. Internal Number suppress screen pop for internal station-to-station calls based on ANI length Work Mode Settings These configurations control work state features and the display of work state in the softphone. Login disables channel login for knowledge workers, TAPI voice drivers, and hunt groups non-acd channel configurations. Work Mode Customization controls work mode transition, automated not ready reasons, and work mode display. Reason Settings enables not ready reasons and logout reasons. Reason Codes sets not ready reason codes and labels. Logout Codes sets logout reason codes and labels. 61

62 Functional Area Description / Section Call Control Settings These settings enable and configure call control features, such as transfer, conference, etc. Call Diversion enables call diversion; redirects inbound calls users do not want to answer. Channel Operations enables or disables blind transfer, consultative transfer and conference. Call Preview Enable or disable call preview actions, e.g. accept, reject, skip, disposition, etc. preview calls CAD to CTI Mapping Enables contextual conference and transfer. This configures the bookmark which associates application fields with CAD fields for contextual screen pop on transfer or conference. DTMF this enables and configures DTMF: sending number tones to IVRs, voice portals and auto-attendants. Prefix Definitions enables and sets outbound dial prefixes for local, long distance and international dials. Determines which characters may be included in the phone number dial string. Outbound Dialing Specialized call control setting These configurations determine the phone number dial string formatting when initiating a call. It applies to all outbound dials. Prefix Definitions enables and sets outbound dial prefixes for local, long distance and international dials. Determines which characters are allowed in the dial plan. Activity and Call History Settings These settings determine whether, when and how activities are created. Activities are created as part of wrap up, but these settings are specific to activity generation and viewing call history. Wrapup Task Customization allows adding call data to activities fields. Call Activity enables call activity creation and sets the default content of the call activity subject field. CRM Specific Configuration defines fields, use and formatting for activity association. My Calls Today settings to navigate to the Salesforce My Calls Today listings. 62

63 Functional Area Description / Section Wrap Up / Call Disposition Settings These settings configure call disposition features and wrap up codes for all call types and classes of calls. Disposition To CTI determines whether, when and how to send disposition to the contact channel. Inbound Wrapup Codes wrap up codes and labels for inbound call types. Outbound Wrapup Codes wrap up codes for and labels for outbound call types. Internal Wrapup Codes wrap up codes and labels for internal call types. Preview Wrapup Codes preview wrap up codes sent to the outbound campaign. Direct Preview Wrapup Codes wrap up codes for direct preview dials snet to the outbound campaign. Wrapup Task Customization enables numeric reason codes. Outbound Campaign / Dialer Settings Specialized list of outbound campaign / preview call settings. These settings control the behavior of outbound campaign phone calls. Call Preview Enable or disable call preview actions, e.g. accept, reject, skip, disposition, etc. preview calls Preview Wrapup Codes preview wrap up codes sent to the outbound campaign. Direct Preview Wrapup Codes wrap up codes for direct preview dials snet to the outbound campaign. Wrap Up Codes Specialized List of Wrap Up Code configurations This is a list of all wrap up code sections. Inbound Wrapup Codes wrap up codes and labels for inbound call type. Outbound Wrapup Codes wrap up codes and labels for outbound call types. Internal Wrapup Codes wrap up codes and labels for internal call types. Preview Wrapup Codes preview wrap up codes sent to the outbound campaign. Direct Preview Wrapup Codes wrap up codes for direct preview dials sent to the outbound campaign. 63

64 Functional Area Description / Section Business Object Handling Popup determines which business objects may screen pop based on Call Attached Data. CRM Specific Configuration determines the supported business objects types, the Salesforce object prefix, the activity fields recorded, and enables person accounts. Note: Use the Salesforce Softphone Layout to specify screen pop objects and search and display fields. Configure Contact Canvas Agents Contact Canvas Agent Profiles create a CCS login for each contact center agent. These settings establish the user s contact channels, voice and chat; configure the user s telephone extension and ACD credentials; and enable special login features such as remote login and hot seating. The CRM Profile assignment associates user s CRM applications and contact channels. Each Salesforce contact center user must have an Agent Profile entry. Users log into the softphone using their CCA user credentials; the Adapter logs them into the voice channel. The Agent configuration includes an integrated import utility, to import sets of users, and an integrated export utility, to export users and move them to a different environment. Import and export utilities may be used together to perform mass operations on Agent Profiles: changes and deletions. Step 1: Create a User. + Log into the Administrator Portal. + Select the Agents tab. + Click New to create a new agent. This navigates to the new user entry. + Select the user type: Domain Integrated or Contact Canvas. + Enter the user credentials and information: username, password, First Name and Last Name. + Save the user or proceed directly to step 2 to configure the user. Step 1A: Import Users + Create a list file of users and their Agent Profile settings in comma seperated values (CSV) format. + On the Agent tab, click Import to import the set of users. + Click browse on the dialog to select the list file of users. + Set overwrite setting: overwrite or ignore existing agents. If checked, overwrites existing agents with information from the import file. 64

65 + Set Remove agents not found in file list. If checked, this removes users who are not in the import file. Warning: The remove agents option automatically deletes any Agent Profile not included in the import (CSV) file. + Click Save to execute the import. Or Cancel to abort the import. NOTE: Passwords for users are not imported or exported. When importing a file that creates new Contact Canvas users their CCS user password is automatically set to password. NOTE: CTI passwords are not exported and cannot be imported. When a file import creates new users their CTI password must be configured. Step 2: Configure the User + Click Edit to edit an existing user + Specify the ACD credentials and extension: + CTI ID is the user s ACD user name or number + CTI Password is the ACD user password. + Extension sets the user extension. Note: Users may override these settings if hotseating is enabled. + Select special login methods remote login and hotseating: Enable remote login to specify a callback (bridge) number; enablehotseating to allow users to specify their telephony credentials. + Select user channels: voice or chat or both. Click the checkbox. When checked the channel is enabled for the user. Voice enables telephony; chat enables stand-alone Salesforce Live Agent independent of Omni-Channel. + Select CRM Profile: This associates the user with a specific Salesforce site (environment or line of business or both), and specific contact channels, through the CRM Profile settings. + Save the changes. Step 3: Backup / Export Users + Backup and archive the Agent profiles to a CSV file. This protects against catastrophic loss. + Click Export to export the list of users. + The browser presents a dialog box prompting to for the export file. + Select Save As to browse and select an export file name and directory location. Or select Save to save the file with the dafault name to the default browser download location. Install the Salesforce Managed Package The Salesforce Managed Package installs custom APEX functions that control the Adapter, the Adapter screen pop search functions and enable Omni-Channel. 65

66 Follow the directions in Install Managed Package and Create Call Center Record to install the managed package. Implement Omni-Channel Customers implementing Omni-Channel should follow these additional postinstallation configurations. Each CRM Profile may support a single Omni-Channel mode: Super, Omni or Blended. There are no default settings for Omni Channel, consult the Omni Channel reference for instructions on how to configure each Omni Channel mode. Before implementing Omni Channel, configure Omni Channel within Salesforce. Configure Omni-Channel Super Mode Customers implementing Super mode should use the CRM Profile Salesforce.com Omni-Channel (Super) template. This includes all of the settings for Omni-Channel Super mode integration in the Customization section. + Super Mode allows users independently to control the phone and Omni- Channel work sources. + Presence Status allows users to set themselves available for an Online Presence, or unavailable for a Busy Presence. Online Presence is associated with one or more Service Channels. + Work Item Notification offers a work item assignment. Users may accept or, if configured within Omni-Channel, decline (reject) the offered work item. Table 8-11: Omni-Channel Super Mode Configuration Overview Parameters Notes / Descriptions Power Agent Settings Omnichannel Mode Determines work mode. Super Super mode Omnichannel Omni mode Blended Blended mode Refresh Queue Size Information (min) Time interval between checks to retrieve current queue size count of records by Presence Status. Number of minutes Presence Status and Work Item Notification Settings Work Item Properties Configures each Omni-Channel work item type (work source). This sets work item notification display information and behaviors, including display name and fields, icon, accept, reject and transfer behaviors. 66

67 Parameters Notes / Descriptions Presence Status List Defines multiple semi-colon delimited presence statuses with pipe delimited parameters for display labels and icons. Configure Omni-Channel Omni Mode + Omni Mode allows users to control telephony through the Omni-Channel. Users may only receive work items from Service Channels configured for their assigned Presence Statuses. The Omni-Channel Extension automatically coordinates work item presence status and phone availability. + Automatically includes agent phone presence tracking as part of Omni- Channel reporting for a complete view of the agent Salesforce session. Note: To support phone calls with Omni Agent Mode, administrators MUST create a Phone custom object and an Omni-Channel service channel for the phone object. + Presence Status allows users to set themselves available for an Online Presence, or unavailable for a Busy Presence. Online Presence is associated with one or more Service Channels. + Work Item Notification offers a work item assignment. Users may accept or, if configured, decline the work item. These settings define the work item display Table 8-12: Omni-Channel Omni Mode Configuration Overview Parameters Notes / Descriptions Omni Agent Settings Omnichannel Mode Omnichannel enables management of the phone calls as Omni-Channel work items. Omnichannel Refresh Queue Size Information (min) Time interval between checks to retrieve current queue size count of records by Presence Status. Number of minutes Presence Status and Work Item Notification Settings Work Item Properties Configures each Omni-Channel work item type (work source). This sets work item notification display information and behaviors, including display name and fields, icon, accept, reject and transfer behaviors. 67

68 Parameters Notes / Descriptions Presence Status List Defines multiple semi-colon delimited presence statuses with pipe delimited parameters for display labels and icons. Default Not Ready Reason Default not ready reason code sent to ACD when working Omni-Channel work items. Phone Presence Status This must match the Presence Status assigned the Phone service channel. Required to support Omni- Channel integrated phone status. Configure Omni-Channel Blended Mode + Blended Mode blends phone calls with Omni-Channel work sources. + Users control work state as either Available or Not Ready. Users do not select a presence status or phone channel; they simply go available and receive the next queued work item(s). + The Omni-Channel Extension automatically coordinates work item presence status and phone availability. Users may only handle one inbound phone call at a time (either ACD or DID inbound). + When properly configured, blended more accurately captures user s work state based on presence status. This provides detailed information about users time working various presence statuses and the phone channel. + Work Item Notification offers a work item assignment. Users may accept or, if configured, decline the work item. Users answer or, if configured, reject / forward phone calls. Table 8-13: Omni-Channel Blended Mode Configuration Overview Parameters Notes / Descriptions Omni Agent Settings Omnichannel Mode Blended mode blends phones calls and work sources. Blended Refresh Queue Size Information (min) Time interval between checks to retrieve current queue size count of records by Presence Status. Number of minutes 68

69 Parameters Notes / Descriptions Presence Status and Work Item Notification Settings Work Item Properties Additional Presences Reason Codes Per Work item Default Not Ready Reason Configures each Omni-Channel work item type (work source). This sets work item notification display information and behaviors, including display name and fields, icon, accept, reject and transfer behaviors. Defines additional semi-colon delimited presence statuses, with pipe delimited parameters for display labels and icons. (These are in addition to the phone presences.) This associates phone reason codes with specific work items. This is used to augment ACD reporting so it can track each work item type the user is working. Default not ready reason code sent to ACD when working Omni-Channel work items. Configure Contact Canvas Agents for Omni-Channel There are no additional configuration settings to enable Contact Canvas Agents. Assign agents to the Omni-Channel enabled CRM Profile and ensure they are properly configured for Salesforce Omni-Channel Presence Statuses and queues. Configure the Salesforce Softphone Layout The Salesforce Softphone Layout is a Salesforce call center configuration setting. Follow the directions in APPENDIX A Salesforce Softphone Layout to configure the softphone layout. Customize Softphone Images. The Salesforce Adapter softphone may be tailored to use different user interface themes. Themes may include a corporate branding logo to replace the AMC Logo. Any and every button on the softphone may be replaced with a custom button. See APPENDIX B Tailoring the Logo for instructions on how to create and apply themes to customize the softphone. 69

70 9. INSTALL MANAGED PACKAGE AND CREATE CALL CENTER RECORD Overview The AMC Managed Package (Managed Package) creates and configures the Salesforce Call Center Record and installs APEX functions that support CAD screen pop. The Managed Package MUST be installed in each Salesforce environment. This section explains the Package and how it is installed, upgraded or removed. If installing the Managed Package in a new environment, follow the instructions in Install or Upgrade the AMC Managed Package. Follow the Error! Reference source not found. to upgrade an existing Adapter from an earlier release or version. Note: The Salesforce manage package install and upgrade procedures have changed from previous releases. They are not more streamlined. Salesforce requires a call center record. This record identifies the primary and secondary (failover) Adapter Sever URLs, and defines the structure of the softphone iframe. This record is installed as part of the Managed Package installation with the default settings. There are no changes required for a standard implementation. Note: AMC may publish updates to the Call Center Record layout before they are incorporated into a Managed Package. AMC includes a Call Center Record XML file that imports directly into Salesforce environment. Install or Upgrade the AMC Managed Package Overview Install the Managed package from the Salesforce AppExchange. There are two versions of the package, one for Sandbox / Test environments and one for Production environments. During installation, the Administrator must log into Salesforce. Managed Package Install Step-by-Step Table 9-1: Managed Package Install / Upgrade Step-by-Step Managed Package Install Step Key Activities Step 1: Navigate to the Correct Managed Package. Figure 18: Managed Package URL PRODUCTION URL 8 : Click this URL to install on a Salesforce Production instance: lpackage.apexp?p0=04t gqar SANDBOX URL: Click this URL to install on a Sand Box instance: lpackage.apexp?p0=04t gqar 8 Use the Production URL for Salesforce Development Environments. 70

71 Managed Package Install Step Step 2: Log Into Salesforce Figure 19: Salesforce Login Key Activities + The URL opens a browser and navigates to the Salesforce Login page. + Log into Salesforce as an Administrator. Step 3: Select Installation Type Figure 20: Installation Type Select Screen + After login, the Install AMCOpenCTIPackage screen displays. + If the package is already installed, Salesforce presents an upgrade option. + Select the target user profile(3). Either all users or specific users. + Note: Install for Admin Only will not give end users (agents) access. Figure 4: Upgrade Type Select Screen Step 4: Click Install to Begin Installation Figure 21: Installation Progress Screen + Salesforce displays installation progress messages. 71

72 Managed Package Install Step Key Activities Step 5: Click Done when the Install Completes Figure 22: Installation Completed Screen Sample + Finish: Click Done to Finish the Install. + Salesforce sends a package confirmation to the Administrator Remove Managed Package Follow these instructions to remove the current Managed Package. Warning: Uninstalling the Managed Package will delete the Call Center associated with the package. Warning: After uninstalling the Managed Package, the Adapter will no longer function until a new call center record is configured and assigned to Salesforce users Step 1: Log into Salesforce + Log into the Salesforce instance with administrative rights. Step 2: Navigate to the Installed Package App Setup section. + Select Setup from the Salesforce account drop down. + On the Salesforce Administration Page select Installed Packages from the AppSetup section on the left hand navigation bar 72

73 Step 3: Select and Uninstall the Package + Find the AMC Managed Package in the list of Installed Packages, named AMCOpenCTI. + Select Uninstall to remove the package. + On the Uninstall Page select the data save option to save a copy of the data for up to 48 hours after the uninstall. + Confirm uninstall: Check the box for Yes, I want to uninstall the package and permanently delete all associated components. + Click the Uninstall button. 73

74 + Salesforce sends an uninstall confirmation to the Administrator. Salesforce Call Center Record Overview Your request to uninstall package AMCOpenCTIPackage 6.6 was successful. Organization: AMCTechnology (00Dd ####) User: Demo (005d ####) Package: AMCOpenCTIPackage (04t UJOU) Salesforce.com did not create an export file because no data was associated with this package. Thank You, salesforce.com The call center record configures the Salesforce Open CTI connection with the CCS. It is created by the Managed Package. AMC also includes XML files for standard and failover configurations with the Adapter distribution. Use these to preconfigure and import call center records. There are three (3) ways to create the call center record: 1. Use the call center record generated by the Managed Package. 2. Import a new call center record from the AMC XML file. 3. Clone an existing call center record to create a new record from an existing record. NOTE: If upgrading from an earlier Adapter version, create a new Call Center Record. The AMC call center record format has changed from earlier versions. The functional configurations settings have been moved to the CRM Profile. 74

75 Note: When configuring the Adapter URLs for the Call Center Record, use the Adapter Server fully qualified (Internet) domain name if the SSL certificate name matches the Adapter Server host name. If the SSL certificate domain name differs from the Adapter Server host name, create a DNIS CNAME record with an FQDN that matches the SSL certificate name. Alternatively use the server Hosts file to create an alternate association for the SSL certificate FQDN name. Add the Adapter server IPaddress and the SSL certificate fully qualified name to the Hosts file Figure 23: AMC Adapter Call Center Record Step 1A: The Managed Package Call Center Record. + The Managed Package install automatically creates a Call Center Record. + Navigate to the Call Center Record administration: Setup Customize Call Center Call Centers + Find and Select the AMC Salesforce Call Center Adapter 65 entry. + Edit the record to modify the Adapter URL entries with the fully qualified domain name: the primary Adapter Server URL and the optional failover Adapter URL. + Save the call center record. 75

76 Figure 24: Cloned Call Center Record Step 1B: Clone a call center record. + Naviage to the Call Center Record Administration: Setup Customize Call Center Call Centers + Find, Select and Open the Call Center Record: double click on the call center record URL. Note: To clone the record, open it, do not edit it. Edit does not include the clone option. + Click the Clone button at the top of the page. This opens a new call center record in Edit mode. + Enter a unique internal name. This must start with a letter, be no longer than forty (40) characters, and may not contain any whitespace or symbol characters. + Enter a description. + Modify the Contact Canvas Server entries with the fully qualified domain name: the primary CCS URL (Adapter URL) and the optional failover CCS URL (Standby URL). Step 1C: Import Call Center Record from XML file. Figure 25: Import Call Center Record Navigation + Open and Edit the XML file from the adapter distribution. Enter a unique internal name and description. Set the fully qualified domain name for the 76

77 Adapter primary URL, and the Adapter failover URL, if configuring for failover. + Naviage to the Call Center Record administration: Setup Customize Call Center Call Centers + Click the Import button at the top of the page. + Use the browse option to navigate to and select the XML file. There are two files: AMC_SalesForce_CallCenter.xml (for a single CCS instance) and AMC_SalesForce_CallCenter_Failover.xml (which includes the Standby URL). + Click Import to import the call center record. Salesforce Call Center Parameter Reference This reference section lists and describes proper settings for the Salesforce Call Center record parameters. Table 9-2: Salesforce Call Center Record Configuration Reference Parameter Name Settings, Descriptions and Notes Internal Name Display Name This is a required Salesforce unique internal name. + It may only have alpha-numeric characters. + It must not exceed forty (40) characters. + It cannot have any special characters or white space A unique name no more than 40 characters, without white space or special characters. AMCSalesForceCallCenter6500 The display name shown in the All Call Centers list. It should be a meaningful name that identifies the call center type, version, site and purpose. + An alpha-numeric string with no speical formatting requirements. + Special characters and white space are acceptable. + May be up to seventy-four (74) characters. A brief display of the call center record purpose, type and version. AMC Salesforce Call Center Adapter

78 Parameter Name Settings, Descriptions and Notes Description CTI Adapter URL This is an optional description that explains further the purpose and use of the call center record. This description is displayed when viewing or editing the call center record. There are no formatting requirements. An alpha-numeric string. Special characters and white space are acceptable. A brief display of the call center record purpose, type and version. It would be useful to identify the site, location and type of agents for this call center. Example: Sales Agents Located in Orlando, Florida. AMC Salesforce Call Center Adapter The CTI Adapter URL is the Adapter connection URL. It the fully qualified domain name for the web application WebToolbar. The WebToolbar is the Adapter Softphone, an HTML5 component that manages the user s contact channel session. Update this entry; specify the fully qualified domain name for the Adapter web application SSL Certificate. Error! Hyperlink reference not valid.>/webtoolbar + Entry must be the fully qualified domain name of the SSL Certificate. + Entry is a navigable URL. Test this entry by pasting it into a browser; it should display the Adapter softphone. Example: Error! Hyperlink reference not valid.>/webtoolbar 78

79 Parameter Name Settings, Descriptions and Notes CTI StandbyAdapter URL The CTI StandbyAdapter URL specifies the alternate Adapter server (webtoolbar) connection if the primary Adapter connection cannot be established on login to Salesforce. This loads the HTML5 softphone into the Salesforce browser iframe. Update this entry; specify the fully qualified domain name for the failover Adapter web service SSL Certificate. fully qualified domain name.>/webtoolbar + Entry must be the fully qualified domain name of the SSL Certificate. + Entry is a navigable URL. Test this entry by pasting it into a browser, it should display the Adapter softphone. Example: fully qualified domain name>/webtoolbar Use CTI API This enables the Salesforce Open CTI API. This parameter must always be set true for this Adapter. This entry is case sensitive. It must be all lower case true true or false true: Use the Open CTI API Note: Entry must be all lower case. true Softphone Height Specifies the initial size of the softphone iframe in the Service Cloud console. During use, the softphone may change height to display call information. Integer value, toolbar height. A number this is the toolbar height in pixels. 320 cloud console setting 600 standard view setting

80 Parameter Name Settings, Descriptions and Notes Softphone Width Specifies the initial width of the softphone in the Service Cloud Console. During use, the width may change, it may also be changed by the user. Integer value, toolbar width A number this is the toolbar width in pixels

81 10. ADAPTER CONFIGURATION SETTINGS Overview This reference section explains the Salesforce Adapter CRM Profile settings. The Administrator Portal CRM Profile configures the Adapter features and connections. For instructions on how to use the Administrator Profile, see the Contact Canvas Implementation Guide. To configure the adapter, log into the AMC Administrator Portal. Adapter parameters are grouped into sections. Each CRM Profile section configures a functional capability, e.g., screen pop, disposition codes, activity information and behavior, etc. Some functional capability configurations are distributed across several CRM Profile sections. Considerations for CRM Profiles Create a CRM Profile for each Salesforce Site. A Salesforce site may be a combination of a Salesforce environment (e.g., sand box, production, QA), a location, contact channel, Adapter server, and line of business. + There should be at least two sites, one for the sand box / test environment and a second for the production environment. + Each unique ACD contact channel site requires its own CRM Profile, to associate with the Adapter to the voice driver channel ID. + There should be at least one CRM Profile for each CCS, uniquely to set the softphone CCS connection. This pairs the Adapter Server configuration with the CCS. + Different lines of business may require different CRM Profile settings. For example, the CRM Profile contains site specific settings such as wrap up codes, business object screen pop settings, and not ready reasons. Create a unique CRM Profile to meet lines of business functional reqiurements. + Grouping Agents. Use the CRM Profile to group agents with shared responsibilities by role, management group or department. + A Contact Canvas user (Agent Profile) can only be assigened to one CRM profile at a time. However it is possible to create more than one Agent Profile for a single Salesforce user (e.g., creating Contact Canvas users with alternate user names). 81

82 CRM Profile Sections This table lists the CRM Profile Sections for the Salesforce Adapter, their purpose, role and parameters. The left side link navigates to the section reference. Table 10-1: CRM Profile Sections Description Section Description / Section CCS Information Category: Contact Canvas Connection Settings Purpose: Server and channel connections. Associates Adapter with CCS, contact channel and sets call data source. Parameters: CRM Connector Server CCS fully qualified domain name ChannelID voice driver channel ID. Queue dummy queue value. DataStore voice driver data store. AMC Trace Category: Adapter Administration Settings Purpose: Log (trace) File Settings Parameters: Trace Level Trace level code 1 to 5. Minimum Free Disk Space Disk purge setting in gigabytes. Demo Mode Category: Telephony / Adapter Administration Settings Purpose: Enable demo mode, when coupled with the AMC Telephony Simulator. Parameters: Demo Mode Enable (true) or disable (false) adapter telephony demo mode. [Must be coupled with AMC Telephony Simulator] Prefix Definitions Category: Telephony / Outbound / Click-to-dial Purpose: Configure outbound dial string. Parameters: Enable Prefix Settings enable / disable dial prefix settings. Length of Outside Prefix standard outbound dial string length Length of Long Distance Prefix long distance dial string length Length of International Prefix international call dial string length Outside Prefix external line access code prefix Long Distance Prefix long distance access prefix International Prefix international dial access prefix Allowable Characters dial string valid character 82

83 Section Description / Section Work Mode Customization Category: Agent Session Settings / Work Mode Purpose: Configure Work Mode Settings Parameters: Enable ACW enable After Call Work in work mode drop down. Enable Pending WorkMode enable pending work modes. Default Notready reason code default not ready reason code. Default Parked reason code default parked reason code. Availability Broker Notready reason code availability broker code Enable Pending Ready enable (true) or disable (false) pending ready option in workmode dropdown during a phone call. Enable Pending Not Ready enable (true) or disable (false) pending not ready option in workmode dropdown during a phone call. Enable Pending ACW enable (true) or disable (false) pending ACW option in workmode dropdown during a phone call. Enable Pending Parrked enable (true) or disable (false) pending Parked option in workmode dropdown during a phone call. Popup Category: Screen Pop Purpose: Manage Screen Pop business object and Timing. Parameters: Popup desired upon Alert screen pop on alert (true) or answer (false) Enable Call Attach Data (CAD) Popup enable CAD based screenpop CAD Popup Key CAD field to Salesforce field mappings for CAD screenpop Key for Object Pop CAD field setting for object ID screen pop Turn ON Pop Control At Startup enable (TRUE) or disable (FALSE) screenpop on startup CAD Display Category: Screen Pop / Softphone Display Purpose: Call Information Display Parameters: Display Call Attach enable (true) or disable (false) display of call attached data. Display Key List CAD field and label display settings. Send CAD to hidden Fields Category: Agent Palette Purpose: Pass Call Data to Agent Palette extension scripts. Parameters: Send CAD to hidden Fields enable (true) or disable (false) sending CAD to Agent Palette scripts as hidden fields. Hidden fields Key List list of CAD filed key names to pass into Agent Palette with events. 83

84 Section Description / Section Visualforce Data Category: Screen Pop Purpose: Pass Call Data to Visualforce page Parameters: Enable Send Specific Data to VF enable (true) or disable (false) sending CAD to Visualforce page. Display Key List list of CAD fields to send to Visualforce page. Reason Settings Category: Work Mode Purpose: Not Ready and Logout Reasons Parameters: Enable Not Ready Reason Code enable (true) or disable (false) not ready reason codes. Enable Logout Reason Code enable (true) or disable (false) logout reason codes. Reason Codes Category: Work Mode Purpose: Not Ready Reasons Parameters: Number of Reason Codes number of not ready reason codes. Not Ready reason entries list of not ready reason code label and codes. Logout Codes Category: Work Mode Purpose: Logout Reasons Parameters: Number of Reason Codes number of logout reason codes. Logout reason entries list of logout reason code labels and codes Inbound Wrapup Codes Category: Call Disposition Purpose: Inbound call disposition (wrapup) codes Parameters: Number of Inbound Wrapup Codes number of inbound call wrapup codes. Wrapup reason entries list of inbound call wrapup labels and codes Outbound Wrapup Codes Category: Call Disposition Purpose: Outbound call disposition (wrapup) codes Parameters: Number of Outbound Wrapup Codes number of outbound call wrapup codes Wrapup reason entries list of outbound call wrapup labels and codes 84

85 Section Description / Section Internal Wrapup Codes Category: Call Disposition Purpose: Internal call disposition (wrapup) codes Parameters: Number of Internal Wrapup Codes number of internal call wrapup codes Wrapup reason entries list of internal call wraup labels and codes Disposition to CTI Category: Call Disposition Purpose: Channel Disposition Parameters: Enable Disposition to CTI enable (true) or disable (false) sending disposition codes to contact channel Send Disposition Only During Call Work send dispositions codes during ACW (true). Enable Numeric CTI Reason Code send reason code or number to ACD. Internal Number Category: Screen pop Purpose: Internal call screen pop suppression Parameters: Length of Internal Number length of internal ANI string; used to suppress screen pop on internal calls. Login Category: Work Mode Purpose: Login control for Knowledge Worker Parameters: Ignore Login ignore login (true) for knowledgeworker scenarios, TAPI contact channels Allow multiple log in to same extension allow users to have multiple session on a single extension. DTMF Category: Telephony / Call Control Purpose: Send DTMF to IVR, voice portal and auto-attendant, Parameters: Enable DTMF enable (true) or disable (false) DTMF Tone Duration DTMF tone duration in ms. Pause Duration pause duration on comma in DTMF string. CAD to CTI Mapping Category: Bookmark / Screen pop (transfer / conference) Purpose: Application Information to add to bookmark Parameters: Enable Bookmark enable (true) or (disable) bookmark for contextual call transfer Bookmark Map bookmark CAD parameter to Salesforce field mapping. Enable Confirm popup for Bookmark enable (true) or disable (false) bookmark confirmation 85

86 Section Description / Section Call Diversion Category: Telephony / Call Control Purpose: Divert Inbound Calls while alerting Parameters: Enable Divert Call enable (true) or disable (false) call divert button. Call divert locations label and DN or VDN to divert call to. Wrapup Task Customization Category: Activity / Reporting Purpose: Call Activity Information Parameters: Enable Mapping CAD to (call log) Activity Task fields enable (true) or disable (true) adding CAD information to customer Activity fields. Keylist CAD parameter to custom activity field mapping. Call Activity Category: Activity / Reporting Purpose: Call Activity Creation Parameters: Enable Call Activity enable (true) or disable (false) call Activity. Enable Posting of Call start time to Subject enable (true) or disable (false) including call start time in Activity subject. Enable Single Activity Per Interaction enable (true) or disable (false) allowing only a single Activity object to be created per call. CRM Specific Configuration Category: Softphone / Activity / Screen Pop Purpose: Call Information Display, associate Salesforce business objects with Activity use Parameters: Individual Objects Objects with Whoids who objects, assicoated with Activity Name entry. Object Identifier associate record label or name with Salesforce three character record type identifier. Task Fields Activity fields to populate. CAD value format Special formatting for custom CAD fields, such as date/time. Enable Person Account enable (true) or disable (false) treating accounts as person accounts Enable Numeric CRM Reason Code enable (true) or diable (false) 86

87 Section Description / Section Call Preview Category: Telephony / Outbound Dialer Campaigns Purpose: Preview call handling Parameters: Enable Accept for preview calls enable (true) or disable (false) Accept button for preview calls. Enable Reject for preview calls enable (true) or disable (false) Reject button for preview calls. Enable Reject Close for preview calls enable (true) or disable (false) Reject Close button for preview calls. Enable Skip for preview calls enable (true) or disable (false) Skip button for preview calls. Enable Skip Close for preview calls enable (true) or disable (false) Skip Close button for preview calls. Enable Preview disposition for preview calls enable Preview disposition. Preview Auto Accept Timeout Key Name CAD field for preview timeout information, used to pass timed preview length. Enable Reschedule Button enable (true) or disable (false) Reschedule button for preview calls. Reject Disposition Code wrap up code for preview Reject calls. Reject Close Disposition Code wrap up code for preview Reject Close calls. Channel Operations Category: Telephony / Feature Enablement Purpose: Enable / Disable transfer and conference Parameters: Enable 1 Step Blind Transfer enable (true) or disable (false) blind transfer button. Enable 2 Step Warm Transfer enable (true) or disable (false) warm transfer button. Enable Conference enable (true) or disable (false) conference button. Preview Wrapup Codes Category: Call Disposition & Telephony / Call Control Purpose: Preview call wrap up / disposition Parameters: Number of Preview Wrapup Codes number of preview wrapup codes Preview disposition entries list of preview wrapup label and code Direct Preview Wrapup Codes Category: Call Disposition & Telephony / Call Control Purpose: Preview call wrap up / disposition Parameters: Number of Preview Direct Wrapup Codes Preview disposition entries label and code 87

88 Section Description / Section My Calls Today Category: Activity / Call History / Report Purpose: Parameters: My Calls today URL URL for My Calls Today report page. Open On New Window enable (true) or disable (false) opening My Calls Today report in a new browser window. Session Timeout Category: Agent Session / Work Mode Purpose: Channel Session inactive timeout settings Parameters: Logout After toolbar Inactive Timeout time in seconds for auto logout for inactive orphaned session (where the browser session ended without logging out of the softphone). Inactive Logout Reason Code default auto logout reason, used if logout reason codes are enabled. Agent Self-Administration Category: Administration / Session Configuration Purpose: Configure user self-administration rights Parameters: Enable CCA Password Changes allow user to change Contact Canvas Authentication password for Manual Sign-On. Enable Basic Channel Settings Changes allow user to configure basic channel settings: extension and CTI ID (user ACD ID), CRM Profile. Enable Voice Channel Activation allow user to activate or deactivate voice channel. Voice Channel Enable Password Changes allow user to change ACD password. Voice Channel Enable Hot Seating Activation allow user to enable or disable hot seating. Voice Channel Enable Remote Login Activation allow user to enable or disable remote login. Voice Channel Enable Remote Login Type Changes allow user to change remote login type: either call by call or nailed up telephony session. Voice Channel Enable Remote Login Number Changes allow user to change remote login callback phone number. Enable Chat Channel Activation allow user to enable independent Salesforce Live Agent Chat channel integration. This does not control chat integrated through Omni-Channel. Customization Category: Customization / Agent Palette Purpose: Enable and configure Agent Palette settings. Parameters: Enable Toolbar Customization Additional parameters may be created in this section to configure Agent Palette extensions. 88

89 Section Description / Section Customization for Omni- Channel Super Mode Customization Section for Salesforce.com Omni- Channel Super Mode CRM Profile template Category: Omni-Channel Configuration / Super Mode / Administration Purpose: Enable Omni-Channel and configure Super mode settings. Parameters: Enable Toolbar Customizations enables Omni-Channel. Omnichannel Mode sets the Omni-Channel mode to Super mode. Work Item Properties configure work item notification display label, icon and fields and labels and to enable or disable notification controls, e.g., accept, decline, transfer, etc.. Presence Status List list of supported Omni-Channel statuses; each Omni-Channel status supported by the integration must be configured here Refresh Queue Size Information (min) time in minutes between updating work item queue size. This displays the number of assignable work items by work item type (work source). Enable chats to be declined enable or disable users from declining Omni-Channel chat notifications. Request Timeout (in sec) time in seconds to wait on a request before timing out with an error due to response failure. Customization for Omni- Channel Omni Mode Customization Section for Salesforce.com Omni- Channel Omni Mode CRM Profile template Category: Omni-Channel Configuration / Omni Mode / Administration Purpose: Enable Omni-Channel and configure Omni mode settings. Parameters: Enable Toolbar Customizatios enable Omni Channel. Omnichannel Mode sets the Omni-Channel mode to Omnichnanel mode. Work Item Properties configure work item notification display label, icon and fields and labels and to enable or disable notification controls, e.g., accept, decline, transfer, etc.. Refresh Queue Size Information (min) time in minutes between updating work item queue size. This displays the number of assignable work items by work item type (work source). Request Timeout (in sec) time in seconds to wait on request before timing out with error due to response failure. Enable chats to be declined enable or disable users from declining Omni-Channel chat notifications. Presence Status List list of supported Omni-Channel statuses; each Omni-Channel status supported by the integration must be configured here. This associates work items with presence statuses and display icons. Default Not Ready Reason not ready reason code sent to ACD when Omni-Channel integration sets the Phone Presence Status to Busy.Phone Presence Status Omni-Channel presence status for the phone channel work source. Phone Presence Status presence status set when user is on a phone call. 89

90 Customization for Omni- Channel Blended Mode Customization Section for Salesforce.com Omni- Channel Blended Mode CRM Profile template Category: Omni-Channel Configuration / Omni Mode / Administration Purpose: Enable Omni-Channel and configure Omni mode settings. Parameters: Enable Toolbar Customizations enables Omni Channel. Omnichannel Mode sets the Omni-Channel mode to Omnichnanel mode. Work Item Properties configure work item notification display label, icon and fields and labels and to enable or disable notification controls, e.g., accept, decline, transfer, etc.. Refresh Queue Size Information (min) time in minutes between updating work item queue size. This displays the number of assignable work items by work item type (work source). Request Timeout (in sec) time in seconds to wait on request before timing out with error due to response failure. Enable chats to be declined enable or disable users from declining Omni-Channel chat notifications. Default Not Ready Reason not ready reason code sent to ACD when Omni-Channel integration sets user to not ready status. Workload Cap -- maximum number of work items before blending stops setting user available for phone calls. Reason codes per work item reason codes to be sent to ACD when user is available for Omni Channel work items. This tracks user work status and work item in ACD reporting. Blended Ready Presense Status presence status to set user in blended mode. Phone Only Presence Status presence status to set user available only for phone calls On call presence status presence status when user is on a call, this is used to track phone call work in Omni-Channel reporting. After call work presence status presence status when user is in after call work (ACW); this is used to track ACW time in Omni- Channel reporting. Reserved presence status presence status when user is in a reserved call state; this is used to track reserved time, eg., for preview reserved, in Omni-Channel reporting. Default Not Ready Presence Status presence status when user is in a default not ready status, eg., not one of the specifically tracked phone call statuses. This is used to track not ready phone time in Omni-Channel reporting. Not Ready presence statuses per reason code list that associates not ready reason codes with presence status; this is used to send not ready reason codes to ACD when user selects a presence status. Additional Presence Statuses list of supported statuses that aren t one of the specific phone presence statuses. This associates work items with presence statuses and display icons. Parked presence statuses per reason code list that associates park reason codes with presence status; this is used to send park reason codes to ACD when user selects a presence status. Alternate Time Priority (milliseconds) this is the time in millisecond for blending to delay before setting user available on the alternate channel, either Omni-Channel or phone calls. 90

91 Section Description / Section Advanced Category: Adapter Administration / Settings Purpose: Session settings Parameters: Minimum Wait Between Poll Requests minimum time to wait in milliseconds between checks for adapter events. Maximum Wait Between Poll Requests maximum time to wait in milliseconds between checks for adapter events. Progressbar Timeout progress bar (spinner) timeout in seconds. Client Event Timeout time to wait in seconds for an adapter response event before timing out requests Disposition Timeout time to wait in seconds for dispositions before timing out the request. CCS Event Group Size number of agents grouped for adapter request to optimize performance and reduce network overhead CCS Event Poll Timeout time to wait before timing out adapter web application checks for CCS events. CCS Event Poll Interval time to wait between adapter web application checks for CCS events. CCS Information This configures contact canvas server connection settings and contact channel settings. Table 10-2: CCS Information Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes CRM Connector Server Contact Canvas Server connection; enter the fully qualified domain name of the CCS paired to this Adapter Server. <CCS_host_name.server_domain>: Fully qualified server name. None 91

92 Parameter Name Settings, Descriptions and Notes ChannelID Channel ID associates the adapter with the contact channel. This entry must match the channel entry in the voice driver section of the Server Profile. <channel id> Four character channel ID, alpha-numeric CTI1 Queue Queue is a legacy requirement to allow channel connections. This is a dummy value that does not represent an actual queue: accept the default. Note: For the telephony simulator, this establishes a queue for users. Each different test group must share a unique queue. This isolates callsl to the test group. <queue> Number represents queue 9999 DataStore This specifies the data store module used for call attached data. This value must match the DataStore setting for the voice driver module. Note: This setting is determined by the voice driver. Check the voice driver implementation guide or the appropriate Server Profile template, and use the same configuration for application adapters. <data store module> DataStore specifies the default data store module CTIModule uses the channel data store, this must match the CTI Module name. DataStore 92

93 AMC Trace This sets the log file trace level and size. Table 10-3: AMC Trace Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Trace Level This sets the trace level for the Salesforce adapter log file. Note: A new log file is generated each time the Adapter web application starts. Service initiates when the first user logs in for the day or when the IIS server starts (iisreset or restarted) or when the Application Pool starts. Note: This log file does not wrap, and may become quite large. <trace level number> Integer value from one (1) to five (5) inclusive. 1 - Error Only 2 - Error + Warning 3 - Error + Warning + Debug 4 - Error + Warning + Debug + Information 5 - Customized level 3 [Error + Warning + Debug] Minimum Free Disk Space This sets a threshold of free disk space in gigabytes to prevent log files from filling up the drive. If the total free space on the log drive falls below this minimum, old log files are purged. The log manager deletes files in descending age order, starting with the oldest log file. Log files will be deleted until the minimum free disk space equals or exceeds this value, or all old log files are deleted. <number: minimum free disk space>. Number gigabytes of disk space 1` [one gigabyte of free disk space] 93

94 Demo Mode Demo Mode creates unique user sessions without requiring each user to have an Agent Profile. A single default set of user credentials are used. Each time a user logs in, the adapter generates a unique session ( worktop ). This is used together with the AMC Telephony Simulator for conference room pilots, testing business processes and interaction flows, and for general adapter testings before the voice driver is implemented. Table 10-4: Demo Mode Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Demo Mode This enables the Adapter Demo Mode. Use Demo Mode along with the AMC Telephony Simulator to model customer interaction and business process flows. Note: Demo Mode is for testing only. It should be disabled in order to test live telephony and the integrated implementation. Note: With Demo Mode, Agent Profiles are not required. A single set of user credentials is used by all users: User Name: demo Password: demo <TRUE FALSE> TRUE enables demo mode. FALSE disables demo mode. FALSE Prefix Definitions These settings configure dial string prefixes for PBX outbound dial plans. Outbound dial plans determine how phone calls are placed to the PSTN. Most PBXs require certain access numbers prefixed to a dial string to place outbound local, long distance (intercity) and international phone calls. These settings enable and configure outbound dial prefixes to enforce PBX dial plans. For example, under the North America Dial Plan for the United States, Canada and Caribbean countries, the outbound access number is usually nine (9), long distance access is the country code, one (1) and international dial access is 011. In EMEA outbound access is usually zero (0) and the international access is usually double zero (00). 94

95 Allowable characters determine which characters may be used in a dial string or DTMF entry. Click-to-dial and users cannot included a disallowed character in the dial string. Table 10-5: Dial Prefix Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable Prefix Settings This enables outbound dial prefixes to enforce an outbound dial plan for all dials executed by the adapter (click-to-dial, manual and direct preview). <TRUE FALSE> TRUE enable / apply dial prefixes to outbound dials. FALSE disable / ignore prefix settings. FALSE Length of Outside Prefix Dial plan settings are applied based on dial string length. This specifies the minimum dial string length for a local phone call (through the PSTN). <number: minimum length of outbound dial string> Number value 7 95

96 Parameter Name Settings, Descriptions and Notes Length of Long Distance Prefix Dial plan settings are applied based on dial string length. This specifies the minimum dial string length for a long distance (intercity) phone call. <number: minimum length of a long distance dial string> Number value 10 Length of International Prefix Dial plan settings are applied based on dial string length. This specifies the minimum dial string length for an international call. <number: minimum length of an international dial string> Number value. 12 Outside Prefix This is the outside dial line prefix applied to a PSTN call the PSTN dial tone access code. <number: local / outside line prefix> Number: PBX configured prefix to access outside line Empty: Example: No outside prefix required. If Click-to-Dial or an ad hoc (manual) dial are performed from within Salesforce, any number dialed that is greater than or equal to 7 digits (default) will automatically have a prefix of 9 (Default). 9 96

97 Parameter Name Settings, Descriptions and Notes Long Distance Prefix This is the outside dial line prefix for a long distance (intercity) call. Note that the Outside Prefix will also be applied before the long distance prefix, so only the long distance prefix value is required. Note: This may be left empty if a long distance prefix is not used. <number: local / outside line prefix> Number: Long distance prefix Empty: Example: Do not apply a long distance prefix. If dial string length is 10 or more characters (default), but less than the International dial prefix setting, will automatically have the prefix applied. The outside prefix is applied before the long distance prefix. 1 International Prefix This is the dial prefix applied to an international phone call. Note that the outside dial prefix will be applied, but not the long distance prefix. <number: local / outside line prefix> Number: Example: International Access code If the dial string length is greater than or equal to 12 characters (default), the International dial prefix will be applied (011 default). Because the outside prefix is always applied, the international dial prefix will be Allowable Characters This setting filters non-dialable characters from the dial string. Users may cut and paste phone numbers from Salesforce fields or text documents into the Adapter softphone dial box. If these fields include formatting, illegal characters may be included in the copied dial string. This entry filters out invalid characters from dial string. <semi-colon delimited list of characters>: 0;1;2;3; ;9;*;#;+ Any dial pad value: zero (0) through nine (9), asterisk (*), plus (+), and hash (#). Semi-colon: delimits valid entries. Examples: For the default valid string, pasting a formatted dial string such as 1 (607) filters out the spaces and formatting characters (-) and passes the dial string: ;2;3;4;5;6;7;8;9;0;*;#;+ 97

98 Work Mode Customization Work mode customization configures special work mode settings. These include whether a user may manually select after call work, whether pending work modes are supported, and default not ready reasons for voice channels and the chat work state broker. 98

99 Table 10-6: Work Mode Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable ACW After Call Work mode. Display ACW in the softphone work state dropdown list. Enable this if the contact channel sets the user to after call work or times after call work when the customer call ends. (ACW and timed call work are configured on the telephony platform, usually for the user s ACD setting. Note that this allows users to select ACW. Not all ACDs allow agents to select ACW mode. This may cause an error if a user selects ACW on a platform that does not support this. <TRUE FALSE> TRUE: Enable ACW display; users can select ACW from the work mode drop down. FALSE: Disable ACW; users cannot select ACW from the work mode drop down. FALSE Enable Pending WorkMode Pending work mode allows users to select the next work mode while they are on an active call. In high volume call centers and for many outbound campaigns agents do not have time between calls to request a break (go not ready or parked). This allows users to request a break during a call. When the call completes, the voice driver will place the user in not ready. Pending work mode displays in the softphone, just below the work mode drop down during the call. After the call the voice driver sets the user to the selected work mode... Note: This only takes effect if one of the pending work modes are enabled. At leaste one of the three pending work modes, ready, not ready or ACW must be enabled. Note: Not all ACDs support pending work modes. Note: In very high-volume call centers, on some Avaya ACDs, the ACD may not set the user not ready before an inbound call leaks through. <TRUE FALSE> TRUE: Enable Pending Work mode. Pending work mode displays in the work mode drop down during the call. After the call, the voice driver sets the user to the selected pending work mode.. FALSE: Disable Pending Work Mode. FALSE 99

100 Parameter Name Settings, Descriptions and Notes Default Notready reason code This applies a default not ready reason for any action that automatically sets the user not ready. This default reason code is applied to the not ready request when not ready reason codes are required and the user cannot select a not ready reason.. <valid not ready reason code -- number> Number not ready reason code value to pass to ACD 0 DefaultParkedReasonCode This applies a default parked reason for any action that automatically sets the user parked. This default reason code is applied to the parked request when parked reason codes are required and the user cannot select a parked reason. <valid parked reason code -- number> Number parked reason code value to pass to ACD 0 Availability broker Notready reason code This applies a default not ready reason when the availability broker sets the user not ready. This applies when the availability broker moves a user to chat and sets a user not ready on the ACD. A not ready reason is required, and this passes the not ready reason. Note: this reason code may be different from the default not ready reason code. This helps track the purpose of the agent not ready state change: e.g., to perform different work, on the chat channel, etc. <valid not ready reason code -- number> Number not ready reason code value to pass to ACD 0 100

101 Parameter Name Settings, Descriptions and Notes Enable Pending Ready Enables pending ready in the work mode dropdown when pending work mode is enabled. Note: This only applies if the Enable Pending Workmode is TRUE. <TRUE FALSE> TRUE enable pending Ready work mode. FALSE disablepending Ready work mode. TRUE Enable Pending Not Ready Enables pending not ready in the work mode dropdown when pending work mode is enabled. Note: This only applies if the Enable Pending Workmode is TRUE. <TRUE FALSE> TRUE enable pending Not Ready work mode. FALSE disablepending Not Ready work mode. TRUE Enable Pending ACW Enables pending ACW in the work mode dropdown when pending work mode is enabled. Note: This only applies if the Enable Pending Workmode is TRUE. <TRUE FALSE> TRUE enable pending ACW work mode. FALSE disable pending ACW work mode. TRUE Enable Pending Parked Enables pending Parked in the work mode dropdown when pending work mode AND enable parked are enabled. Note: This only applies if the Enable Pending Workmode is TRUE AND if Enable Parked is Y in the voice driver.. <TRUE FALSE> TRUE enable pending Parked work mode. FALSE disable pending Parked work mode. FALSE 101

102 Parameter Name Settings, Descriptions and Notes Default Parked reason code This applies a default parked reason for any action that automatically sets the user parked. This default reason code is applied to the parked request when parked reason codes are required and the user cannot select a parked reason. Note: This must match a supported parked reason code that for the user. Note: This only applies if the voice driver Enabled Parked is set to Y. <valid parked reason code -- number> Number -- Valid parked reason code to pass to the ACD. DefaultParkedReasonCode=0 Display Pending workmodes during Preview Displays pending work mode and allows users to select pending work mode during the preview phase of an outbound preview call. Otherwise, pending work modes are disabled during the preview phase of a preview call. Note: This only applies if the Enable Pending Workmode is TRUE and pending work modes are also enabled. <TRUE FALSE> TRUE display pending work modes during the preview phase of a preview call. FALSE does not display pending work modes during the preview phase of a preview call. FALSE Popup This section configures screen pop search and execution behaviors: when to search, whether to screen pop on alert or answer; and how to execute screen pop, whether to search and screen pop on CAD or Salesforce record ID, or only on ANI/CLID. Screen pop search identifies Salesforce records that match the screen pop criteria. There are three possible search results: single match, multi-match and no match. Screen pop execution executes the screen pop. The Softphone Layout CTI 2.0 and Higher section settings determine how to execute the screen pop based on search results. Screen pop search execution and configuration and behavior: + When to search: Screen pop executes on alert (ring) or answer based on the Pop desired upon Alert setting. 102

103 + What to search: This is configured in the Salesforce Softphone layout. This identifies specific business objects to include in the search. + The Softphone layout determines which business objects may be searched: which Salesforce record types. + To enable screen pop on a business object, it must be included in the softphone layout Display these salesforce.com objects list of Salesforce business objects for the call type (e.g., inbound, outbound or internal). + To screen pop based on a CAD value match for a specific field, such as case number, the business object field must be in the Selected column for the business object in the Salesforce softphone layout. + How to search: There are two search options: CAD screen pop and ANI/CLID screen pop. This is configured in this CRM Profile section by enabling Call Attached Data Popup and setting the CAD Popup Key or Key for Object Pop. + CAD screen pop searches for a specific record based on a call attached data element value. This may search either for a specific Salesforce record ID ( Key for Object Pop ) or a record that matches a specific Salesforce record field ( CAD Popup Key ). + CAD search will only return a single match or no match. + ANI screen pop search is the default. It searches all records (in the Salesforce Softphone layout) that match the call ANI (or CLID). + ANI search may return single match, multi-match or no match. + Search Execution: Search execution depends on this configuration section. If all elements are configured, the search execute as follows: + Search and Screen pop based on specific record ID. + Search and screen pop based on call attached data list. This list is searched sequentially until a match is found or the list is exhausted (no match). + Search and screen pop based on ANI/CLID. If there are no other configured criteria or there are no matching records, Salesforce executes the default ANI search. This cannot be disabled. + Screen Pop Execution: Once the search result returns, screen pop is executed based on the Salesforce Softphone Layout for the search results. + Visualforce Screen Pop. Any search result may be configured for a Visualforce page screen pop. + Don t Pop Any Screen. Any search result may be configured for no screen pop. If there is a multi-match or single match, this returns and displays the matching record(s) in the softphone, but users must choose which record to screen pop. If there is no match, the user uses Salesforce tools to search and select a record. 103

104 + Pop Detail Page (for single matching business object). If there is a single match on record id, CAD or ANI, this screen pops the matching record. + Pop to New (user selected business object). If there is no matching record, a new business object will screen pop. This only applies to a no match search result. Table 10-7: Popup (Screenpop) Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Pop desired upon alert When to search: This determines whether screen pop occurs when the call rings or when it is answered: pop on alert or pop on answer. <TRUE FALSE> TRUE: Screen pop on alert (ring) this is the default behavior. FALSE: Screen pop on answer. TRUE Enable Call Attach Data (CAD) Popup. Enable screen pop based on call attached data. CAD screen pop searches only specific business object fields for matching records or the Key for Object record ID for a specific Salesforce record. If there is no match, screen pop completes with a default ANI search. Note: If this field is enabled, a CAD Popup Key or a Key for Object Pop, or both MUST be specified. <TRUE FALSE> TRUE: Enable CAD screen pop search. FALSE: Disable CAD screen pop search, only search on ANI / CLID. FALSE 104

105 Parameter Name Settings, Descriptions and Notes CAD Popup Key This associates call data fields with Salesforce business object fields for screen pop search. It is a list of CAD screen pop keys that are searched in hierarchical order: in the same order they are entered in the list. Each key specifies a CAD parameter and the Salesforce business object field to search. The Adapter searches the business object for records matching the call data value. Note: This only applies if Enable Call Attach Data (CAD) Popup is TRUE. Note: If the CAD value is empty or not present, then no search is executed on that key. Note: If there is no match for any searched entry in this list, then Salesforce executes the default ANI / CLID screen pop search. This is a semi-colon delimited list of one or more pipe delimited key-value pair entries. The CAD parameter is separated from the business object field by the PIPE character. <CAD_parameter> <salesforce_business_object.field>;... CAD_parameter: A call attached data variable key, e.g. CallVariable1. Salesforce_business_object.field: The Salesforce business object field to search for matching values, e.g. Account.AccountNumber Search and Screen Pop Execution: The screen pop search is executed in hierarchical order. Salesforce searches each CAD popup key in the order entered in the list. The search returns on the first match, executing the screen pop. If no match is found, Salesforce executes standard screen pop on ANI / CLID. Example VAR_2 Account.AccountNumber;VAR_4 Case.CaseNumber Incoming call has VAR_2 = AMC executes a search on Accont.AccountNumber for a matching account number. If it is found, the adapter screen pops that record. If it is not found, the search continues with the case object, searching for a match of VAR_4 s value. If no match is found in the list search, the adapter continues with a standard ANI pop search. None 105

106 Parameter Name Settings, Descriptions and Notes Key for Object Pop This screen pops a specific record based on the Salesforce record ID passed in a call parameter. The Salesforce full unique record key must be passed. Note: The three character record type must be included in the CRM Specific Configuration section Object Identifier list. This allows support for custom business objects. Note: Enable Call Attach Data (CAD) Popup must be TRUE. <call parameter> Valid call parameter passed with Salesforce record id. None Turn ON Pop Control At Startup This enables or disable screen pop on Adapter softphone on startup. Note: Users may always enable or disable screen pop manually. <TRUE FALSE TRUE: Enable screen pop on startup for current browser window FALSE: Disable screen pop on startup for current browser window None CAD Display This section determines whether and which CAD elements display in the softphone. Any CAD element may be displayed with a custom label in the softphone. If the CAD element is missing or null, the entry (label) will not display. 106

107 Table 10-8: CAD Display Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Display Call Attach Data This controls (enables or disables) display of CAD in the softphone. <TRUE FALSE> TRUE: Enable display of call data in softphone. FALSE: Disable display of call data in the softphone. FALSE Display Key List List of call elements to display. The list consists of the call variable name and a label. If Display Call Attach Data is TRUE and the call variable is present and has a value (is not empty or null), then the call information will display in the softphone, prefixed with the label. Note: The CAD element label is NOT displayed if the call variable is not present or if it is empty or null. A semi-colon delimited list of one or more pipe delimited call variable-label pairs. <CAD_parameter> <label>;<cad_parameter> <label>;... CallVariable: This is the call parameter name as passed to the Salesforce adapter. Label: this is the display label. Example: Display Key List Entry: Var1 Account Number;Var2 SSN; Var3 CaseNumber If Var1 value is 12345, Var 2 value is and Var3 is null. The softphone will display: AccountNumber: SSN: Note: CaseNumber label does not display, because Var3 is Null. None Send CAD to hidden Fields This sends call information into Agent Palette extensions. Enable this only when using Agent Palette extensions. Specify the list of CAD elements to forward to Agent Palette on key events. 107

108 Table 10-9: Send CAD to hidden Fields Parameter Refeerrence CRM Profile Parameter Name Settings, Descriptions and Notes Display Call Attach Data This controls (enables or disables) display of CAD in the softphone. <TRUE FALSE> TRUE: Enable display of call data in softphone. FALSE: Disable display of call data in the softphone. FALSE Display Key List List of call elements to display. The list consists of the call variable name and a label. If Display Call Attach Data is TRUE and the call variable is present and has a value (is not empty or null), then the call information will display in the softphone, prefixed with the label. Note: The CAD element label is NOT displayed if the call variable is not present or if it is empty or null. A semi-colon delimited list of one or more pipe delimited call variable-label pairs. <CAD_parameter> <label>;<cad_parameter> <label>;... CallVariable: This is the call parameter name as passed to the Salesforce adapter. Label: this is the display label. Example: Display Key List Entry: Var1 Account Number;Var2 SSN; Var3 CaseNumber If Var1 value is 12345, Var 2 value is and Var3 is null. The softphone will display: AccountNumber: SSN: Note: CaseNumber label does not display, because Var3 is Null. None 108

109 Visualforce Data This determines data passed to Visualforce pages for screen pop. If a Visualforce page (VF page) screen pop is configured in the Salesforce Softphone Layout, this determines which data elements are passed to the Visualforce page. The Visualforce page accesses the data from the screen pop invoking URL. The URL passes an equal sign delimited key-value pair. The page parses out and processes the key=value information to execute the screen pop. Table 10-10: Visualforce Data Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable Send Specific Data To VF Display Key List This enables passing CAD to the Visualforce page. When enabled, only call parameters in the Display Key List below are passed. <TRUE FALSE> TRUE: Enable pass specific call data to VF page. FALSE: Disable pass specific call data to VF page. FALSE List of CAD elements to pass to the VF page. Only the call variable name is used. If present and not empty, the call information will be passed as a parameter on the screen pop URL that invokes the Visualforce page. This list may hold one or more elements. Elements are PIPE ( ) separated. Pipe ( ) delimited list of call variable keys (names). CallVariable: This is the call parameter name as passed to the Salesforce adapter. Example: Display Key List Entry: AMC_CALLTYPE CallHandle CallType = Inbound CallHandle= Pass this URL to the Visualforce Page (elements are prefixed with an ampersand: &CallHandle= None 109

110 Reason Settings These settings enable or disable not ready reason codes and logout reason codes. If enabled, users must specify a not ready reason to transition to not ready and a logout reason when logging out. Reason codes are configured in the Reason Codes and Logout Codes respectively. Table 10-11: Reason Settings Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable Not Ready Reason Code This enables not ready reason codes. If enabled, not ready reason codes are required before a user transitions to not ready. NOTE: If not ready reason is enabled, not ready reason selection is required before the command is sent to the ACD. NOTE: Configure default not ready reasons for automatic processes that set users not ready. NOTE: If enabled, configure not ready reason codes in the Reason Codes section. <TRUE FALSE> TRUE: Enable; users must select a not ready reason. FALSE: Disable; not ready reasons will not be prompted or passed to the ACD TRUE Enable Logout Reason Code This enables logout reason codes. If enabled, users must specify a logout reason before logging out. Note: If enabled, configure logout reason codes in the Logout Codes section. <TRUE FALSE> TRUE: Enable; users must select a logout reason. FALSE: Disable; logout reasons will not be prompted for or passed to the ACD FALSE 110

111 Reason Codes This sets the not ready reason labels and codes. Note to add a not ready reason code add the reason code as a new parameters. To change the label or order of a reason code, delete the reason code and re-add with the proper label and in the proper sequence. See the sub-section on Managing Reason Codes. Table 10-12: Not Ready Reason Code Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Number of Reason Codes Specifies the total number of reason codes configured. <Number> Number: number of reason codes. 6 Managing Reason Codes + Each reason code is a configuration parameter. Manage reason codes by adding parameters to this section. The instructions below explain how to create and edit reason codes. Each CRM Profile parameter has a name, a description and a value. Neither the Name nor the Description can be changed once entered. The Value may be edited in the section. + Name is a unique identifier for the reason code. + Description is the label that displays in the reason code list. + Value is the value, usually numeric, that is passed back to the ACD by the voice driver for reporting. + Reason codes are displayed in the order entered. To change the reason code order, delete the parameter and enter it in the proper sequence. + Once entered reason code labels, the Name and Description, cannot be changed. To change the name or label, delete the reason code and re-enter it in the proper order. 111

112 Table 10-13: Create CRM Profile Reason Code Parameters Parameter Name Settings, Descriptions and Notes Name Name of reason. A unique identifier for the reason. This value does not display in the Reason Code list, nor when the user is prompted for reason codes. <Name> A string, valid reason code name. None Description Reason label. This label displays in the Reason Code section list, and in the softphone when reasons are listed. <String> Label: The label is a string that displays in the softphone when users request not ready. None Value Numeric value: reason code number sent to the ACD when the user selects a reason code. This is included in the Reason Code list. Number A number; the reason code to send to the ACD None + Use the Administrator Portal to create new reasons, edit existing reasons and to delete unwanted reasons. Table 10-14: Create, Edit and Delete Reason Code Settings Instructions Action Steps Create / New Reason Code + Select Reason Code section. + Click Edit. This displays the list of reason codes. + Click New. This navigates to the new reason code page. + Enter the Name, Description and Value. + Click Save to save the new reason code. + Or click Cancel to discard the reason code. 112

113 Action Steps Edit Reason Code + Select Reason Code section. + Click Edit. This displays the list of reason codes. + Edit the reason code value within the list Only reason code values may be changed. Labels cannot be changed. To change the label, delete the reason code and create a new one. Delete Reason Code + Select Reason Code section. + Click Edit. This displays the list of reason codes. + Select the reson code from the list. + Click Delete. This navigates to the delete confirmation page. + Click Delete to confirm the deletion. This returns to the reason code list page. + Or click Cancel to abort the deletion. Logout Codes This sets the logout reason labels and codes. Unless numeric codes is enabled, reason code labels are displayed. Table 10-15: Logout Reason Code Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Number of Logout Reason Codes Specifies the total number of reason codes configured. <Number> Number: number of reason codes. 6 Managing Logout Codes + See the Manage Reason Codes instructions in the Reason Codes section for instruction on how to manage, create and edit reason codes. + Name is a unique identifier for the logout reason code. 113

114 + Description is the label that displays in the logout reason code list. + Value is the value, usually numeric, that is passed back to the ACD by the voice driver for reporting. Inbound Wrapup Codes This configures wrapup codes (dispositions) for inbound calls: calls of type inbound. During after call work, the user is presented a list of dispositions. The user selects a disposition and the wrapup code is sent to the ACD. To disable inbound call disposition, delete all entries (including number of codes) in this section. Table 10-16: Inbound Wrapup Code Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Number of Inbound Wrapup Codes Specifies the total number of wrapup codes configured. <Number> Number: number of wrapup codes. 4 Managing Wrapup Codes + See the Manage Reason Codes instructions in the Reason Codes section for instruction on how to manage, create and edit wrap up codes. + Name is a unique identifier for the inbound wrap up code. This value may also be written to the activity. + Description is the label that displays in the disposition code list. + Value is the value, usually numeric, that is passed back to the ACD by the voice driver for reporting. 114

115 Outbound Wrapup Codes This configures wrapup codes (dispositions) for outbound calls: calls of type outbound. During after call work, the user is presented a list of dispositions. The user selects a disposition and the wrapup code is sent to the ACD. Table 10-17: Outbound Wrapup Code Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Number of Outbound Wrapup Codes Specifies the total number of wrapup codes configured. <Number> Number: number of wrapup codes. 4 Managing Wrapup Codes + See the Manage Reason Codes instructions in the Reason Codes section for instruction on how to manage, create and edit wrap up codes. + Name is a unique identifier for the wrap up code. This value may also be written to the activity. + Description is the label that displays in the disposition code list. + Value is the value, usually numeric, that is passed back to the ACD by the voice driver for reporting. Internal Wrapup Codes This configures wrapup codes (dispositions) for internal calls: calls of type internal. During after call work, the user is presented a list of dispositions. The user selects a disposition and the wrapup code is sent to the ACD. 115

116 Table 10-18: Internal Wrapup Code Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Number of Internal Wrapup Codes Specifies the total number of wrapup codes configured. <Number> Number: number of wrapup codes. 4 Managing Wrapup Codes + See the Manage Reason Codes instructions in the Reason Codes section for instruction on how to manage, create and edit wrap up codes. + Name is a unique identifier for the wrap up code. This value may also be written to the activity. + Description is the label that displays in the disposition code list. + Value is the value, usually numeric, that is passed back to the ACD by the voice driver for reporting. Disposition to CTI This section configures when and whether contact channel disposition is enabled. When enabled the user is prompted with a disposition sent to the ACD. The wrap up codes are the same as used for the Salesforce, but the code is sent to the ACD. 116

117 Table 10-19: Disposition To CTI Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable Disposition To CTI This enables ACD disposition. When enabled call dispositions are passed to the contact channel ACD. <TRUE FALSE> TRUE: Enables ACD disposition. FALSE: Disables ACD disposition FALSE Send Disposition Only During Call Work When enabled users may only disposition calls during after call work. If Enable Disposition To CTI is enabled, and this is enabled and after call work is enabled, then users will only be able to disposition for the ACD during ACW. If this is disabled disposition is on end call. <TRUE FALSE> TRUE: Only allow ACD disposition during ACW. FALSE: Allow disposition on end call. TRUE Enable Numeric CTI Reason Code If this is enabled the adapter will send the reason code to the voice driver, rather than the reason number. <TRUE FALSE> TRUE: Only allow ACD disposition during ACW. FALSE: Allow disposition at any time. FALSE Internal Number This classifies internal call type based on ANI string length. It is used for voice drivers that do not provide a call type classification. 117

118 Table 10-20: Length of Internal Number Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Length of Internal Number This determines internal call type based on the ANI length. If the ANI is less than or equal to the value, the call is classified as internal; if greater the call is classified as inbound or outbound. Note: Internal Call classification affects screen pop and wrap up. Internal calls do not screen pop. Internal wrap up codes are displayed during after call work. Note: Some voice drivers and ACDs provide call type. This setting does not apply to those voice drivers. Note: This does NOT apply to transfer and conference calls. Transfer and conference call screen pop is based on the Bookmark, or if there is no Bookmark, the original screen pop criteria for the customer call. Number Number: Any ANI with a length less than or equal to this number is classified as an internal call; all others are classified by call type. 5 Login Login controls whether users log into the ACD and manage ACD work state. Disable login for TAPI and hunt group channels, and for knowledge workers. Call center agents log into an ACD and manage their work state through the soft phone. Knowledge workers receive direct inward dial and hunt group calls. They cannot control their work state through the Adapter softphone. Note: This applies to contact channel (ACD) log in. All users must log into the Contact Canvas Adapter softphone. 118

119 Table 10-21: Login Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Login This enables or disables login to ACD and work state controls. <TRUE FALSE> TRUE users log into ACD through the softphone FALSE knowledge workers do not log into ACD, work state control are not enabled. TRUE DTMF DTMF stands for dual tone multi-frequency : tones emitted for each number on a touch-tone dialing device. DTMF sends responses to IVRs, voice portals, autoattendants and other telephony applications. When enabled, users may enter DTMF mode to key in digits through the dial pad or dial box. This sends DTMF responses to telephony application prompts. Commas in the dial string specify a delay to allow phone systems to process one set of entries before sending additional DTMF responses.. Note: To support DTMF, ensure comma (, ), * (asterisk / star), and hash / pound / octothorpe ( # ) are Allowable Characters of the Prefix Definitions section. 119

120 Table 10-22: DTMF Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable DTMF This enables or disables DTMF. DTMF sends tones to navigate phone application trees. When enabled, the softphone presents a DTMF button. During a call, users may click the DTMF button to enter DTMF mode. This displays the dial pad and dial entry box. Each number entered in the dial pad or box sounds a tone. DTMF responses entered into the dial entry box may include commas to introduce a delay, which separate multiple DTMF entries in a single response. Press the dial button to send the DTMF response string. <TRUE FALSE> TRUE enables DTMF button FALSE -- disables DTMF button FALSE Tone Duration This setting determines the tone length in milliseconds. Voice applications have different sensitivity to DTMF tones, and may require extending the tone length. Number A number greater than or equal to zero (0). 0 Pause Duration This sets the length of a pause in milliseconds for each comma in the DTMF string. Users may specify a pause between two parts of a DTMF string by inserting one or more commas. Number A number greater than or equal to zero (0). 0 CAD to CTI Mapping CAD to CTI mapping associates application business object fields with call variables. This configures the bookmark feature for contextual call transfer. During a customer interaction, when users need to transfer the call or conference in another party, they use the bookmark to add current interaction context to call data. 120

121 This information is then used by the transfer or conference recipient to screen pop the context. Note: CAD screen pop must be enabled on the bookmark call variables so that the recipient executes the contextual screen pop. The Salesforce softphone layout must include the bookmarked business objects. Table 10-23: CAD to CTI Mapping (Bookmark Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable Bookmark Enables the Adapter Bookmark feature for contextual (call and data) transfer or conference. When TRUE, the softphone bookmark section with button and bookmark information dropdown selection are enabled at the bottom of the Adapter softphone. Users select the Salesforce record to bookmark from the drop down, and then click the bookmark button. They may receive confirmation that the update succeeded or failed. This populates the bookmark call variable with the Salesforce record field value. Note: If the application related to field is empty, the bookmark will fail. Note: The business object must be included in the Salesforce softphone layout,just as with all screen pop objects. Note: To screen pop context, CAD screen pop must be enabled and configured for the bookmarked business object field to screen pop on the. <TRUE FALSE> TRUE enables the bookmark feature and controls. FALSE disables the bookmark feature and controls. FALSE 121

122 Parameter Name Settings, Descriptions and Notes Bookmark Map A list that associates call variables with application fields that may be bookmarked. This is a semi-colon delimited list of pipe ( ) delimited key-value pairs. The key is the call variable and the value is the application field. <call variable> <application field>;<call variable> <application field>;... A semi-colon delimited string of pipe delimited key value pairs. Key this is the CAD call variable name. Value this is the Salesforce application field, which consists of the business object name, a period, and the field name. Example: CallVariable6 Account.AccountNumber;CaseID Case.CaseNumber This creates two bookmarks. The first on Account Number uses CallVariable6, the second on Case Number uses CaseID. CallVariable1 Case.CaseNumber;CallVariable2 Account.AccountNu mber Enable Confirm popup for Bookmark Enables or disables a bookmark confirmation. If enabled users receive a popup confirmation that the bookmark was applied or notice that the bookmark attempt failed. <TRUE FALSE> TRUE enable bookmark confirmation popup. FALSE disable bookmark confirmation popup. FALSE Call Diversion Call diversion allows users to deflect an alerting (ringing) call to a route point or another extension (DN). This allows users to redirect a call without having to answer it. It presents a Divert button in softphone line section for all ringing calls (along with the Answer button). Users click the Divert button, which displays a list of labeled recipients. The user selects the labeled number diverting the call to the recipient. Administrators create a divert-to number list; a list of labeled numbers users may divert calls to. By default the section includes divert options for Sales, Marketing, Billing and Other. 122

123 Table 10-24: Call Diversion Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable Divert Call Enables the call diversion feature. If enabled, the remaining parameters in this section form a list of labeled phone numbers (DNs) users may select to redirect an alerting (ringing) call. Note: At least one labeled directory number parameter must be included in this section in order for this divert feature to work. <TRUE FALSE> TRUE enables divert on alert feature. FALSE disable divert on alert feature. FALSE Call Divert List Manage Divert Labeled Phone Numbers + Create a list of labeled numbers users may divert calls to. + For each supported number, create a parameter in this section. + Each parameter must have: a unique name, a label (description) and a value, the divert directory number. Table 10-25: Configuring Divert Profile Section Parameters Parameter Name Settings, Descriptions and Notes Name Name of divert target. A unique identifier for the divert entry. This value does not display in the Call Diversion profile section list, nor when the user is prompted for a divert target. <Name> A unique string to this section, a valid divert target name. None 123

124 Parameter Name Settings, Descriptions and Notes Description Divert target label. This label displays in the divert selection list when a user clicks the divert button. <String> Label: The label is a string that displays in the profile section and in the softphone divert selection list when users click the Divert button. There are four pre-defined settings: Sales, Marketing, Billing and Other Value Phone number value: the phone number the call is diverted to. This is usually a route point, a VDN or CDN. <internal phone number: VDN or extension DN> A valid internal phone number. There are numbers associated with the four default entries, but need to be over-written. + Use the Administrator Portal to create new diverts, edit existing diverts to change the phone number, and to delete unwanted reasons. Table 10-26: Call Divert Entry Creation Step-by-Step Action Steps Create / New Divert + Select Call Diversion section. + Click Edit. This displays the list of divert targets. + Click New. This navigates to the new parameter page. + Enter the Name: a unique identifier for a divert target. + Enter the Description: this is the label that displays in the section list and in divert selection list.. + Enter the Value: this is the target internal phone number. + Click Save to save the new divert.. + Or click Cancel to discard the divert. Edit Divert + Select call Diversion section. + Click Edit. This displays the list of diverts. + Edit the divert phone number within the list Only the phone number value may be edited. The label cannot be changed. To change the label, delete the reason code and create a new one. 124

125 Action Steps Delete Divert + Select Call Diversion section. + Click Edit. This displays the list of diverts. + Select the divert from the list. + Click Delete. This navigates to the delete parameter confirmation page. + Click Delete to confirm the deletion. This returns to the section list page. + Or click Cancel to abort the deletion. Wrapup Task Customization Wrap Task Customization configures custom activity information logging. This saves a CAD element value to an Activity business object field. Typically, this requires adding a custom field on the Activity object to hold the CAD element value. The KeyList associates the CAD element with an Activity field. Note: Salesforce custom fields end in c. Salesforce adds this automatically to custom activity fields. Be sure to include c on all custom fields in the KeyList. Note: It is also possible to populate an extant Activity field with a CAD value. Warning: If an illegal value is entered in the KeyList field, for example an invalid or non-existent activity field, the Activity log write fails. If this is enabled and Activity records are not created for some calls, verify these settings. 125

126 Table 10-27: Wrap Task Customizations Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable Mapping CAD (call log) Activity Task fields Enables custom activity information logging. This adds call information (CAD) to the Activity record. Used with the KeyList parameter, it writes the CAD value to an Activity field. (Usually a custom activity field.) Note: When enabled) the Keylist must be configured to associate an Activity field(s) with the CAD element.value(s). <TRUE FALSE> TRUE enables adding CAD elements to the Activity task. FALSE disables adding CAD elements to the Activity task. FALSE KeyList Associates the CAD elements with Activity record fields. It is a semicolon delimited list of pipe ( ) delimited key-value pairs. The key is the CAD element and the value is the activity field. Note: The Activity field is automatically associated with the Task Activity business object. There is no need to prefix the field name with the business object qualifier. <CallVariable> < field> A semi-colon delimited list of pipe delimited key-value pairs. Key The call variable. Value Activity field Example: StartTime start_time c;callvariable4 DNISLabel c This associates the StartTime CAD variable with the start_time c custom Activity field, and CallVariable4, which holds a DNIS label, with the DNISLabel c custom Activity field. Customers must create the two custom Activity fields: start_time c and DNISLabel c. None Call Activity This controls the creation and display of call Activities. Activities are tasks that record call information, including notes, call length, disposition, etc. Activities associate call information with Salesforce business objects. The Name and Related to fields associate one Who object (e.g., a contact or lead) and one 126

127 What object with each Activity, respectively. By default, users may create more than one activity during a customer interaction. Table 10-28: Call Activity Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable Call Activity Enables the call activity and its display in the Contact Canvas Agent (softphone). If set to TRUE, the Activity entry displays; users may enter call notes and submit activities during the call. If set to FALSE, then the activity entry does not display and users cannot create activities. <TRUE FALSE> TRUE enables the Adapter Call Activity feature. FALSE disables the Adapter Call Activity feature. TRUE Enable Posting of Call start time to Subject If enabled the call start time will be included in the Activity subject. If not, the subject only includes the ANI. <TRUE FALSE> TRUE add start time to Activity subject. FALSE do NOT add start time to Activity subject. FALSE 127

128 Parameter Name Settings, Descriptions and Notes Enable Single Activity Per Interaction If enabled, a single activity object will be created when Save Notes is first clicked on the activity dialog during an interaction. Further edits to activity dialog fields will be saved to that same activity object on subsequent clicks on Save Notes. The activity will be updated a final time and closed once Save Notes is clicked after an interaction has ended. If disabled, a new activity object will be created each time Save Notes is clicked. In this way, multiple activity objects with different notes, etc., may be created for the same interaction. <TRUE FALSE> TRUE create and update a single activity per interaction. FALSE multiple activities may be created per interaction. FALSE 128

129 CRM Specific Configuration This section configures CRM specific behaviors. For Salesforce it configures Activity business objects and field association, the use of person accounts, and disposition information to the contact channel. Table 10-29: CRM Specific Parameter Reference -- CRM Profile Parameter Name Settings, Descriptions and Notes Individual Object This identifies individual business objects that do not have a related topic WhatId for the Activity. For these objects, no Related To will be created in the Activity. It is a semi-colon delimited list of business object names. A semi-colon delimited list of business object names. <business_object_name>;<business_object_name>... The business object name must be in the Object Identifier parameter list (see below in this section). <business_object_name>: Salesforce business object name. This is the object name associated with the unique object record identifier. Lead 129

130 Parameter Name Settings, Descriptions and Notes Objects With WhoIds An object that is associated with a WhoID will be listed in the Activity Name drop down as the subject of the call. It is a semi-colon delimited list of business object names. A semi-colon delimited list of business object names. <business_object_name>;<business_object_name>;... The business object name must be in the Object Identifier parameter list (see below in this section). Note: Add custom who business objects to this field so they can be associated with the Activity Name entry. <business_object_name> : Salesforce business object name. This is the object name associated with the unique object record identifier. Contact;Lead;Person Account Object Identifier This parameter associates a business object name with the Salesforce record type identifier. Each business object tracked or handled through the Adapter, e.g., screen pop, Activity association, etc., must have its object identifier mapped in this parameter. Each salesforce business object has a three character record type identifier that is prefixed to the unique record id. NOTE: Add custom business objects to this list to access them through the Adapter. If a custom business object is not included in this field it cannot be accessed by the Adapter for screen pop or Activity tracking, etc., A semi-colon delimited list of pipe ( ) delimited key-value pairs. <business_object_name> <record_type_identifier>;... business_object_name: A unique name used by the Adapter to identify a Salesforce business object. record_type_identifier: The Salesforce three character record type identifier for the business object. Contact 003;Account 001;Lead 00Q;Opportunity 006;Case

131 Parameter Name Settings, Descriptions and Notes Task Fields This is a list of Activity fields that are automatically captured (recorded) when the Activity record is written. It defines all non-cad Open CTI information that is recorded to the Activity field. Note: The Activity record will include these standard fields plus the and CAD entries from Wrap Up Customization. A semi-colon delimited list of Activity fields. <field>;<field>;...;<field> <field>: an Activity field to be recoded with the Activity. WhoId;WhatId;CallType;CallDurationSeconds;Subject;Description;A ctivitydate;calldisposition;status CAD Value Format Specifies the data type of a custom Activity field. This reformats CAD information to Salesforce field type. Note: This formats data for the Wrap Up Customization KeyList entries, if required. Note: The only supported data type format is DateTime, which translates Adapter internal date formats to Salesforce date fields. A semi-colon delimited list of pipe ( ) delimited key-value pairs. <custom_field> <data_type>;<custom_field> <data_type>... <custom_field>: An Activity record custom field in the format <field_name> c DateTime this is the only current valid data type. It converts Adapter date format to the Salesforce date format. Example: start_time c DateTime This converts the start time from Adapter date format to Salesforce date format. AMCDayTime c DateTime 131

132 Parameter Name Settings, Descriptions and Notes Enable Person Account This enables Person Account for the Adapter. It distinguishes Person Account from regular Accounts within Salesforce for screen pop. The Person Account must be defined (enabled) for the Salesforce Org. Note: Once the Person Account is defined within the Salesforce Org, set this parameter TRUE AND add the Person Account to the Salesforce softphone layout. <TRUE FALSE> TRUE use Person Account FALSE do not use Person Account FALSE Enable Numeric CRM Reason Code This controls the format of wrap-up codes sent to the ACD/PBX (switch). By default, the wrap-up code sent to the contact channel is a number listed under Reason Codes/Wrapup Reason Codes. Some switch configurations only allow string values to be passed as wrap-up codes. When TRUE, this setting sends a string value for the user editable fields. When FALSE, this setting sends numeric characters. For example, in the image below, if this is set to FALSE, only the number 1 will be passed to the contact channel. If set to TRUE, the label Information Given will be passed to the contact channel. <TRUE FALSE> TRUE sends character string, right hand element of the wrap up reason code. FALSE sends numeric character, left hand element of the wrap up reason code FALSE Call Preview This section configures settings for preview call handling. Use this section to configure outbound dialer campaigns that place preview calls. These settings 132

133 allow organizations to restrict or enable user actions when the preview call is delivered. Most campaign dialers offer a number of different actions for preview calls. These are enabled or disabled through these parameters. Most of these settings enable or disable buttons on the Adapter softphone to allow or prevent users from accepting, rejecting or skipping offered preview calls. + Accept: accepts the preview record and executes the dial. + Reject: returns the record to the dialer, which recycles the record as a No Answer ; the agent reservation is dropped and the agent will be sent a new call. + Reject Close: returns the record to the dialer and closes the record; the agent reservation is dropped and the agent will be sent a new call. + Skip: returns the record to the dialer, which recycles the record as a No Answer ; the agent reservation is maintained and the agent is given a new record. + Skip Close: returns the record to the dialer and closes the record; the agent reservation is maintained and the agent is given a new record. Note: The difference between Skip and Reject is that with Skip the agent receives a new record, but the call reservation is maintained. So the agent remains in the preview state. With Reject the agent receives a new call: the reservation is dropped and the agent is ready and then receives the next call. Note: These settings enable the Skip and Reject buttons on the softphone for preview records. 133

134 Table 10-30: Call Preview Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable Accept for preview calls Enables the Accept button on preview call delivery. This displays the Accept button when true; hides it when false. Accept: Accepts the record and dials the call. <TRUE FALSE> TRUE enable Accept button. FALSE hide Accept button. TRUE Enable Reject for preview calls Enables the Reject button on preview call delivery. This displays the Reject button when true; hides it when false. Reject: Rejects the current preview call and returns the record to the dialer, which sets the record to R for retry and recycles it as No Answer. The agent receives a new call. Reject: Rejects the current preview call. Sets record to "R" for retry. <TRUE FALSE> TRUE enable / display the Reject button. FALSE disable / hides the Reject button. TRUE Enable Reject Close for preview calls Enables the Reject Close button on preview call delivery. This displays the Reject Close button when true; hides it when false. Reject-Close: Rejects the current preview call; the dialer closes the record so it will not be called again. The agent receives a new call. <TRUE FALSE> TRUE enable / display the Reject Close button. FALSE disable / hide the Reject Close button. FALSE 134

135 Parameter Name Settings, Descriptions and Notes Enable Skip For preview calls Enables the Skip button on preview call delivery. This displays the Skip button when true; hides it when false. Skip: Skips the current preview record and returns it to the dialer which sets the record to R for retry and recycles it as No Answer. The agent receives another record. <TRUE FALSE> TRUE enable / display the Skip button. FALSE disable / hide the Skip button. FALSE Enable Skip Close for preview calls Enables or disables the Skip Close button on preview call delivery. This displays the Skip Close button when true; hides it when false. Skip-Close: Skips the current preview record and closes the record so it will not be offered again. The agent receives another record. <TRUE FALSE> TRUE enable / display the Skip Close button. FALSE disable / hide the Skip Close button. FALSE Enable Preview Disposition for preview calls When enabled, this presents a preview disposition in the Adapter softphone when the call ends if the user has not selected call back. If this is disabled or the user selects callback, the preview disposition is not presented at the end of the call. Enabled, users may disposition preview calls; when disabled users may not disposition preview calls. Note: Users receive TWO (2) disposition prompts. One for the preview disposition and a second for the call disposition. <TRUE FALSE> TRUE disposition is presented in the Adapter softphone for preview calls FALSE disposition is not presented in the Adapt4er for preview calls FALSE 135

136 Parameter Name Settings, Descriptions and Notes Timed Preview Auto Accept Timeout Key Name This specifies the CAD element that passes the preview time for timed preview This value is used by the preview time for timed preview records. The preview timer counts down the remaining preview time; when the timer reaches zero (0) the record is automatically accepted and called. <timeout_key_name>? PreviewTimeout Reschedule Button This enables or disables the reschedule button on the softphone. Reschedule allows users to schedule a callback for the preview record, for example if the contact is not available to talk and provides a specific callback date or date and time. <TRUE FALSE> TRUE: Enables the reschedule button on the softphone. FALSE: Disables the reschedule button on the softphone. TRUE Channel Operations These settings control whether users may transfer or conference calls. It allows customers to enforce call handling rules by enabling or disabling blind transfer, consultative transfer and conference features of the Adapter softphone. When disabled, parameters are false, the call function button is not displayed in the Adapter softphone and agents may not perform the transfer or conference action on calls. 136

137 Table 10-31: Channel Operations Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable 1 Step Blind Transfer Enables one-step transfer, also called blind transfer. Blind transfer executes the transfer to the transfer number immediately and ends the transferring users call. <TRUE FALSE> TRUE enable 1 steep / blind transfer; displays the blind transfer button on the sofphone. FALSE disable 1 steep / blind transfer; hides the softphone blind transfer button. TRUE Enable 2 Step Warm Transfer Enables two-step transfer, also called warm or consultative transfer. Consultative transfer places the customer call on hold and initiates a consultative call to the recipient so the initiator may provide detail about the call. If the recipient does not answer, the transfer may be aborted and the customer call retrieved by the initiator. During the consultative call the initiator may complete the transfer, which ends the call for the initiator. Alternatively, either the recipient or the initiator may abort the transfer; the initiator then retrieves the customer call from hold. <TRUE FALSE> TRUE enable 2 step / warm / consultative transfer; displays the warm transfer button on the softphone. FALSE disable 2 step / warm / consultative transfer; hides the softphone warm transfer button. TRUE 137

138 Parameter Name Settings, Descriptions and Notes Enable Conference Enables conference calls. Conference places the customer call on hold and initiates a consultative call to the recipient so the initiator may provide details about the call. If the recipient does not answer, the consultative call is dropped, aborting the conference. The initiator retrieves the customer call. During the consultative call the initiator may complete the conference, which joins the customer, the initiator and the recipient in a multiparty call. Either the recipient or the initiator may abort the conference; the initiator then retrieves the customer call from hold. <TRUE FALSE> TRUE enable conference transfer; displays the conference softphone button. FALSE disable conference transfer; hides the softphone conference button. TRUE Preview Wrapup Codes This configures wrap up codes for preview disposition: preview calls delivered and executed by the dialer. During after call work, the user retrieves a list of call disposition labels and selects a disposition; the wrapup code is sent to the dialer. Note: "Call Preview: Enable Preview Disposition for preview calls must be enabled. Note: Preview call type, whether direct preview or standard preview, is determined by the dialer and handled automatically by the Adapter. 138

139 Table 10-32: Preview Wrapup Codes Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Number of Preview Wrapup Codes Specifies the total number of prevfiew wrapup codes configured. Set this value manually whenever the number of reason codes changes. <Number> Number: number of reason codes. 2 Managing Wrapup Codes + Wrapup codes are configured the same as Reason Codes. See the Manage Reason Codes instructions in the Reason Codes section for instruction on how to manage, create and edit wrap up codes. + Name is a unique identifier for the preview wrapup code. + Description is the label that displays in the preview wrapup code list. + Value is the value, usually numeric, that is passed back to the ACD by the voice driver for reporting. Direct Preview Wrapup Codes This configures the wrap up codes used for direct preview calls: preview calls delivered by the dialer but executed from the user s extension. During after call work, the user is presented a list of dispositions. The user selects a disposition and the wrapup code is sent to the dialer. Note: "Call Preview: Enable Preview Disposition for preview calls must be enabled. Note: Preview call type, whether direct preview or standard preview, is determined by the dialer and handled automatically by the Adapter. 139

140 Table 10-33: Direct Preview Wrapup Codes Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Number of Direct Preview Wrapup Codes Specifies the total number of direct preview wrapup codes configured. Set this value manually whenever the number of wrapup codes changes. <Number> Number: number of reason codes; determines how many reason codes will display and users may select from 2 Managing Wrapup Codes + Direct Preview Wrapup codes are configured the same as Reason Codes. See the Manage Reason Codes instructions in the Reason Codes section for instruction on how to manage, create and edit wrap up codes. + Name is a unique identifier for the direct preview wrapup code. This value may also be written to the activity. + Description is the label that displays in the direct preview wrapup code list. + Value is the value, usually numeric, that is passed back to the ACD by the voice driver for reporting. My Calls Today This configures the navigation to the My Calls Today report web page. It specifies the parameters for the URL that opens my calls today, which defines the My Calls Today report information and sort order. 140

141 Table 10-34: My Calls Today Parameter Reference -- CRM Profile Parameter Name Settings, Descriptions and Notes My Calls Today URL This links to and formats the information for the My Calls Today report. My Calls Today lists the user s call history for the day. The list has a single record for each call Activity created. The URL parameters determine the content and sort order for the report. Note: This release of the Adapter allows users to create multiple Activities on a call, one for each transaction performed during the customer interaction and one that applies to the entire interaction. Modify this to change the My Calls Today report title, columns, or sort order. <URL> <URL> The My Calls Today navigation URL. /00O?pc0=CALLTYPE&pv0=&type=te&sort=CD&pc1=DUE_DATE&p v 1=today&pn1=eq&c=CS&c=OP&c=CO&c=LD&c=AT&c=CD_FMT&c =CL_ DISP&c=CALLTYPE&c=SU&c=AS&c=P1&details=yes&retURL= % 2F00O%2Fo&pn0=ne&rt=24&scope=user&t=title_MyCallsToday& closed=closed&duel0=as,su,calltype,cl_disp,at,co,p1,ld,op, CS,CD_FMT Open On New Window When enabled this opens the My Calls Today report in a new browser window. This allows the user to view My Calls Today during a call or after call work without losing the state of their current interaction. <TRUE FALSE> TRUE: Opens the My Calls Today report in a new window. FALSE: Opens the My Calls Today report in the current window. TRUE 141

142 Session Timeout Session timeout logs users out of the Contact Canvas session and the ACD if the Adapter softphone is disconnected and inactive for the specified time (in minutes). Users remain logged into the ACD and the Contact Canvas session until they logout by selecting logout from the softphone work mode selector. Logging out of Contact Canvas through the softphone automatically logs users out of their ACD session. If a user ends their Salesforce session without logging out of Contct Canvas, either by logging out of CRM or closing their browser, or if their browser crashes, they will remain logged into Contact Canvas and the ACD. To recover their ACD session after an accidental disconnect (browser closure or browser crash), users simply log back into Salesforce and re-launch their softphone within the timeout period. This timeout automatically logs users out of Contact Canvas to ensure the extension is freed for another shift and to ensure the user s ACD performance tracking is accurate. Note: This will NOT log out users who are inactive within Salesforce, or who have left their desk. This only applies if the browser closes or the user logs out of Salesforce. Note: The Contact Canvas session maintains the user s ACD and call state while logged into the ACD. The Adapter softphone can automatically recover state if the browser crashes or accidently closes without logging back into Contact Canvas. Once the Contact Canvas session ends, users must log back into Contact Canvas to recover call state. 142

143 Table 10-35: Session Timeout Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Logout After Toolbar Inactive Timeout Time in minutes to maintain an idle disconnected user session. The default and minimum timeout is five minutes. This may be raised to address the call center requirements, but it cannot be less than five minutes. This logs the user out of the ACD, releases the extension and ends the Contact Canvas session if the user disconnects from Salesforce and remains idle specific time in minutes. <time in minutes> Time in minutes the number of minutes a Salesforce session should be inactive, with no activity before the user is logged out of the ACD. This value cannot be less than five minutes. 5 [five minutes] Inactive Logout Reason Code This is the default logout reason applied to session timeout if logout reasons are required. This is the logout reason number, not the reason label. Note: If logout reasons are required, and this reason code is not valid the logout attempt fails. The user will NOT be logged out of the ACD. The user remains logged into the ACD. <logout reason code> Logout reason code a valid logout reason code (number) to send to the ACD on logout. 0 Agent Self-Administration Agent Self-Administration configures user rights to manage their Agent Profile settings. This both expands the different settings users may self-manage and provides granular control of which settings each user within the CRM Profile may configuration. Administrators may allow or restrict user s ability to change individual Agent Profile settings. Note: These configurations change and override behavior for earlier Adapter releases. By default, this disables all user self-administration features. Administrators must enable each configuration right they wish to allow their users to have. Note: In earlier versions of this Adapter users were able to change their password, enable or disable hot seating, etc. Users were not able to activate the voice channel or chat channel for their Agent Profiles or set their ACD or Remote log in settings. With these parameters, that earlier default behavior no longer applies. 143

144 Table 10-36: Agent Self Administration Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable CCA User Password Changes This setting controls user s ability to set their Contact Canvas Agent Profile password. Use this to allow users to set their Agent Profile password when configured for Manual Sign-On and Contact Canvas Authentication. Note: This only applies for Manual Sign-On with Contact Canvas Authentication. Note: This has no effect for either Basic Windows Authentication or for Windows Integrated Authentication. Those use the user s Windows credentials. <TRUE FALSE> TRUE allow users to change their Contact Canvas Agent Profile password. FALSE do not allow users to change their Contact Canvas Agent Profile password. FALSE 144

145 Parameter Name Settings, Descriptions and Notes Enable Basic Channel Settings This allows users to configure their basic contact channel settings: The extension, ACD ID, etc. <TRUE FALSE> TRUE allow users to change their basic channel settings. FALSE do not allow users to change their basic channel settings. FALSE Enable Voice Channel Activation This allows users to enable and disable voice channel on their Agent Profile. If this is enabled, users who are not configured for the voice channel, such as chat channel users or Omni-Channel users, may enable the voice channel configured for the CRM Profile. <TRUE FALSE> TRUE allow users to activate voice channel for their Salesforce sessions. FALSE do not allow to activate voice channel for their Salesforce sessions. FALSE Voice Channel Enable Password Changes This allows users to change their ACD password. If this is disabled the ACD password field is hidden for the Agent Profile. Note: This does not affect user s ability to enter password for hot seating. Note: Some ACDs do not require passwords. Also, users must know their ACD password in order to configure it. <TRUE FALSE> TRUE allow users to set or change their ACD password FALSE do not allow users to set or change their ACD password FALSE 145

146 Parameter Name Settings, Descriptions and Notes Voice Channel Enable Hot Seating Activation Allow users to enable or disable hot seating through their Agent Profile. Note: This does not affect user s ability to enter password for hot seating. Note: Some ACDs do not require passwords. Also, users must know their ACD password in order to configure it. <TRUE FALSE> TRUE allow users to set or change their enable or disable hot seating for their CCS sessions. FALSE do not allow users to set or change their enable or disable hot seating for their CCS sessions. FALSE Voice Channel Enable Remote Login Activation Allow users to enable or disable remote login through their Agent Profile. Note: This does not affect user s ability to enter password for hot seating. Note: Some ACDs do not require passwords. Also, users must know their ACD password in order to configure it. <TRUE FALSE> TRUE allow users to set or change their enable or disable remote login for their CCS sessions. FALSE do not allow users to set or change their enable or disable remote login for their CCS sessions. FALSE Voice Channel Enable Remote Login Type Changes Allow users to set the remote login type: Call by Call or Nailed Up. Note: This does not change remote login type selection for hot seating. <TRUE FALSE> TRUE allow users to set or change the remote login type for their CCS sessions. FALSE do not allow users to set or change the remote login type for their CCS sessions. FALSE 146

147 Parameter Name Settings, Descriptions and Notes Voice Channel Enable Remote Login Number Changes Allow users to set the remote login number. If enabled users may change this number; if not the number is displayed but field edit is disabled. Note: This does not change hot seating remote login number configuration settings. <TRUE FALSE> TRUE allow users to set or change the remote login type for their CCS sessions. FALSE do not allow users to set or change the remote login type for their CCS sessions. FALSE Voice Channel Enable Chat Channel Activation Allow users to enable or disable independent Salesforce Live Agent Chat for their sessions. Note: This does not affect Omni-Channel chat behavior. If Live Agent Chat is configured as an Omni-Channel work source, users may receive and work Omni-Channel chat notifications. <TRUE FALSE> TRUE allow users to set or change the remote login type for their CCS sessions. FALSE do not allow users to set or change the remote login type for their CCS sessions. FALSE Customization The Customization section enables Agent Palette. When enabled, it applies the AMCCustomizations.js java script for the CRM Profile users. Custom parameters for the customization script are added to this section. These are special parameters passed into the AMCCustomizations.js script to control script functions. Note: For more information, see the Agent Palette Developer Guide. 147

148 Table 10-37: Customization Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Enable Toolbar Customizations Enables extension of the standard AMC softphone to include custom display information and objects such as buttons and additional functionality and custom behaviors. For additional information see the Agent Palette Developer Guide Boolean value: TRUE or FALSE TRUE: Enables customizations; loads and executes AMCCustomizations.js java script. FALSE: Disables customizations. FALSE Creating / Managing Custom Parameters + Custom parameters are passed to the customization script on the CompleteDataEvent. These parameters are used by the script to change the script s logic. Consult the script documentation for supported custom parameters and their valid values. Table 10-38: Customization Custom Parameters Reference CRM Profile Parameter Name Settings, Descriptions and Notes Name Name of the custom parameter. A unique identifier for the parameter. This value does not display in the custom parameter list, but it is the keyword that must be passed to the customization script. <Name> A string, valid reason code name. None Description Custom parameter label. This label displays in the Custom section list, it is simply a descriptive display label for the custom parameter. <String> Label: The label is a string that displays in the softphone when users request not ready. None 148

149 Parameter Name Settings, Descriptions and Notes Value Custom parameter value. The type of value is determined by the script developer. This is the value passed with the customer parameter (the name entry). Can be any type: string, true/false or number. Determined by the customization script developer. None + Use the Administrator Portal to create and manage custom parameters to the customization section, if the script requires them. Table 10-39: Customization Custom Parameter Reference Step-by-Step Action Steps Create / New Custom Parameter + Select Customization section. + Click Edit. This displays the customization parameters: enable customizations and any current custom parameters.. + Click New. This navigates to the new parameter. + Enter the Name, Description and Value for the custom parameter. + Click Save to save the new reason code. + Or click Cancel to discard the reason code. Edit Custom Parameter + Select Customization section. + Click Edit. This displays the list of custom parameters. + Edit the custom parameter value within the list Only custom parameter values may be changed. Labels and keys cannot be changed. To change the label or the key, delete the custom parameter and create a new one. Delete Custom Parameter + Select Customization section. + Click Edit. This displays the list of custom parameters + Select the custom parameter from the list. + Click Delete. This navigates to the delete parameter confirmation page. + Click Delete to confirm the deletion. This returns to the customization section list page. + Or click Cancel to abort the deletion. Customization for Omni-Channel Super Mode These Customization configurations are included in the Salesforce.com Omni- Channel (Super) CRM Profile template. These configure Omni-Channel Super mode, which treats Omni-Channel and telephony as separate channels. With Super mode, users may independently be available on for Omni-Channel work items, 149

150 including chat and , and phone calls. This means that users may work two different types of work items, they may be available for both work items and phone calls. Table 10-40: Customization for Omni-Channel Super Mode Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Profile Parameters Enable Toolbar Customization <EnableCustomization> Enables Agent Palette extensions for CRM Profile. This value must be TRUE to enable the Omni-Channel Extension. <TRUE FALSE> TRUE: Enables Omni-Channel extension. FALSE: Disables Omni-Chanel extension. TRUE Omnichannel Mode <Set Omnichannel Mode> Sets the Omni-Channel work mode: Super, Omni or Blended. <Super Omnichannel Blended> Super: Super Mode Omnichannel: Omni Mode Blended: Blended Mode Super this is the default for this CRM Profile template only. Only configure Super mode with this template. 150

151 Parameter Name Settings, Descriptions and Profile Parameters Presence Status List <Presence Status List> Configures Presence Statuses supported by the Omni-Channel Extension. Each Presence Statuses must be configured with this parameter to enable the Presence Status for the user Omni-Channel session. Note: This entry is REQUIRED to display and select the Presence Status in the CCA work selection dialog. All assigned Presence Statuses must be included in this parameter, including Online and Busy Presence Statuses. Parameter Format: This is a semi-colon delimited string with pipe delimited positional parameters. Each Presence Status is a semi-colon delimited attribute. <Presence Status developer name> <ready icon name [optional]>;<presence Status 2 developer name> <ready icon name [optional]> Positional Attributes and their use: Presence Status developer name: This is the Presence Status developer name configured in Salesforce Omni-Channel administration. It is a required entry; it must be the first entry for each presence status entry. Ready Icon This is name of a.png image file included in the Omni-Channel Extension icon subdirectory. It is optional and displayed in the work status area when this Presence Status is on line. Note: Customers may provide their own ready icon png image files, for example, to support custom Omni-Channel work items. See APPENDIX B Tailoring the Logo AND IMAGES for instructions on how to add custom Omni-Channel images. Example: Super Mode example: Not_Ready;Case case_ready.png;lead lead_ready.png;chat chat_re ady.png In this example Not Ready is a busy Presence Status and uses the default Not Ready icon. The remaining Presence Statuses all are on line and have associated icons. Semi-colon delimited string with pipe delimited information for supported Omni-Channel Presence Statuses configuration. NotReadyStatusDevName; StatusDevName1 icon1.png; StatusDevName2 icon2.png; StatusDevName3 icon3.png 151

152 Work Item Properties This defines settings for each work item presented in the CCA Softphone for an Omni-Channel work item assignment notification. This parameter configures the notification display information and controls. Display information includes the work item display name (label), icon and fields listed within the notification. Controls include settings to enable or disable, Parameter Format: This is a semi-colon delimited string with pipe delimited positional parameters, and comma delimited field label pairs. Each work item entry is a semi-colon delimited attribute. <object developer name> <display name> <notification icon [optional] <EnableDecline> [optional]<allowtransfer>, <field1> <label1>, <field2> <label2>,<fieldn> <labeln>;<object developer name>... Attributes, their meaning and use: Object Developer Name: This is the work item Salesforce Omni- Channel DevName. It identifies the item offered for assignment. DisplayName An administrator defined label. It provides a meaningful identification of the work item offered for assignment. Notification Icon this optional entry is the name of the icon file in the standard Omni-Channel images subdirectory. Note: Customers may provide their own ready icon png image files, for example, to support custom Omni-Channel work items. See APPENDIX B Tailoring the Logo AND IMAGES for instructions on how to add custom Omni-Channel images. EnableDecline this allows users to decline notifications if present. Enter the phrase Enable Decline to allow users to decline the work item. If not present users may not decline the work item. AllowTransfer this enables transfer to queue for this work item if present. Enter the phrase Allow Transffer to allow users to transfer the work item. If not present users may not transfer the work item. Field Label pairs A list of one or more object fields with labels to display when a work item is offered for assignment. The field is the Salesforce developer name for the field; the label is a configured meaningful display name. The field and label are pipe delimited, the field label pairs are comma delimited. Example: Lead Lead lead_notification.png EnableDecline AllowTransfer, Name Name, Phone Phone Number, Company Company; Case Case case_notification.png,case Case Number;. This shows configuration for Lead work items. Lead includes a notification icon, users may decline leads and transfer them to lead queues; it has display three fields: Name, Phone Number and Company. Case is another work item; it may not be declined or transferred. Semi-colon delimited string. 152

153 Parameter Name Settings, Descriptions and Profile Parameters workitemdevname1 workitemdisplayname1 workitemicon1.png EnableDecline AllowTransfer, FieldDevName1 FieldDisplayName1, FieldDevName2 FieldDisplayName2; workitemdevname2 workitemdisplayname2 workitemicon2.png EnableDecline AllowTransfer, FieldDevName1 FieldDisplayName1, FieldDevName2 FieldDisplayName2 Enable chats to be declined This allows users to decline chats. It is a special configuration that applies only to Omni-Channel chats. <TRUE FALSE> TRUE: Allow users to decline Omni-Channel chat notifications. FALSE: Do not allow users to decline Omni-Channel chat notifications. FALSE Refresh Queue Size Information (in min) How often in minutes to check Salesforce queue counts. Note: This shows count by work item type (Service Channel). Therefore it does not show counts for mixed Presence Statuses. <refresh time in minutes> <refresh time in minutes> Integer value; number of minutes between queue count checks 0 Request Timeout (in sec) Time in seconds before timing out requests with an error. <refresh time in seconds> <timeout time in seconds> Integer value; number of seconds before timing out requests. 5 [seconds] Customization for Omni-Channel Omni Mode These Customization configurations are included in the Salesforce.com Omni- Channel (Omni) CRM Profile template. These configure Omni-Channel Omni mode, which treats Omni-Channel and telephony as separate channels. With Omni mode, phone availability is managed as an Omni-Channel presence status. However, users may only be available either for Omni-Channel work items, including chat and , or phone calls. 153

154 Table 10-41: Customization for Omni-Channel Omni Mode Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Profile Parameters Enable Toolbar Customization <EnableCustomization> Enables Agent Palette extensions for CRM Profile. This value must be TRUE to enable the Omni-Channel Extension. <TRUE FALSE> TRUE: Enables Omni-Channel extension. FALSE: Disables Omni-Chanel extension. TRUE Omnichannel Mode <Set Omnichannel Mode> Determines the Omni-Channel work mode. <Super Omnichannel Blended> Super: Super Mode Omnichannel: Omni Mode Blended: Blended Mode Omni this is the default for this CRM Profile template only. Only configure Omni mode with this template. 154

155 Parameter Name Settings, Descriptions and Profile Parameters Presence Status List <Presence Status List> Configures Presence Statuses supported by the Omni-Channel Extension. Each Presence Statuses must be configured with this parameter to enable the Presence Status for the user Omni-Channel session. Note; This entry is REQUIRED to display and select the Presence Status in the CCA work selection dialog. All assigned Presence Statuses must be included in this parameter, including Online and Busy Presence Statuses. Parameter Format: This is a semi-colon delimited string with pipe delimited positional parameters. Each Presence Status is a semi-colon delimited attribute. <Presence Status developer name> <reason code [optional]> <ready icon name>;<presence Status 2 developer name> <reason code [optional]> <ready icon name> Positional Attributes and their use: Presence Status developer name: This is the Presence Status developer name configured in Salesforce Omni-Channel administration. It is a required entry; it must be the first entry for each presence status entry. Reason code This is the not ready reason code sent to the switch when this Presence Status is selected. It is optional, and only used in Omni Agent Mode. If it is not specified for a Presence Status, the Default Not Ready Reason setting is used. Ready Icon This is a name of a.png image file included in the Omni-Channel Extension icon subdirectory. It is optional and displayed in the work status area when this Presence Status is on line. Note: Customers may provide their own ready icon png image files, for example, to support custom Omni-Channel work items. See APPENDIX B Tailoring the Logo AND IMAGES for instructions on how to add custom Omni-Channel images. Example: Not_ Ready 23;Case 18 case_read.png;lead 21 lead_ready.png Chat chat_ready.png In this example Not Ready is a busy Presence Status, it does not have an associated icon, but is does have the associated not ready reason code of twenty-three (23). The remaining Presence Statuses all are on line and have associated icons and also have not ready codes, except Chat. Chat does not have an optional not ready code, so the Default Not Ready Reason is used. Semi-colon delimited string with pipe delimited information for supported Omni-Channel Presence Statuses configuration. NotReadyStatusDevName; StatusDevName1 icon1.png; StatusDevName2 icon2.png; StatusDevName3 icon3.png 155

156 Work Item Properties This defines settings for each work item presented in the CCA Softphone for an Omni-Channel work item assignment notification. This parameter configures the notification display information and controls. Display information includes the work item display name (label), icon and fields listed within the notification. Controls include settings to enable or disable, Parameter Format: This is a semi-colon delimited string with pipe delimited positional parameters, and comma delimited field label pairs. E ach work item entry is a semi-colon delimited attribute. <object developer name> <display name> <notification icon [optional]} <Enable Decline> <Allow Transfer>, <field1> <label1>, <field2> <label2>,<fieldn> <labeln>;<object developer name>... Attributes, their meaning and use: Object Developer Name: This is the work item Salesforce Omni- Channel DevName. It identifies the item offered for assignment. DisplayName An administrator defined label. It provides a meaningful identification of the work item offered for assignment. Notification Icon this optional entry is the name of the icon file in the standard Omni-Channel images subdirectory. Note: Customers may provide their own ready icon png image files, for example, to support custom Omni-Channel work items. See APPENDIX B Tailoring the Logo AND IMAGES for instructions on how to add custom Omni-Channel images. EnableDecline this allows users to decline notifications if present. Enter the phrase Enable Decline to allow users to decline the work item. If not present users may not decline the work item. AllowTransfer this enables transfer to queue for this work item if present. Enter the phrase Allow Transffer to allow users to transfer the work item. If not present users may not transfer the work item. Field Label pairs A list of one or more object fields with labels to display when a work item is offered for assignment. The field is the Salesforce developer name for the field; the label is a configured meaningful display name. The field and label are pipe delimited, the field label pairs are comma delimited. Example: Lead Lead lead_notification.png EnableDecline AllowTransfer, Name Name, Phone Phone Number, Company Company;... This shows configuration for Lead work items. Lead includes a notification icon, users may decline leads and transfer them to lead queues; it has display three fields: Name, Phone Number and Company. Semi-colon delimited string. workitemdevname1 workitemdisplayname1 workitemicon1.png EnableDecline AllowTransfer, FieldDevName1 FieldDisplayName1, FieldDevName2 FieldDisplayName2; workitemdevname2 workitemdisplayname2 workitemicon2.png EnableDecline 156

157 Parameter Name Settings, Descriptions and Profile Parameters AllowTransfer, FieldDevName1 FieldDisplayName1, FieldDevName2 FieldDisplayName2 Enable chats to be declined This allows users to decline chats. It is a special configuration that applies only to Omni-Channel chats. <TRUE FALSE> TRUE: Allow users to decline Omni-Channel chat notifications. FALSE: Do not allow users to decline Omni-Channel chat notifications. FALSE Refresh Queue Size Information (in min) How often in minutes to check Salesforce queue counts. Note: This shows count by work item type (Service Channel). Therefore it does not show counts for mixed Presence Statuses. <refresh time in minutes> <refresh time in minutes> Integer value; number of minutes between queue count checks 0 Request Timeout (in sec) Time in seconds before timing out requests with an error. <refresh time in seconds> < timeout time in seconds> Integer value; number of seconds before timing out requests. 5 [seconds] Default Not Ready Reason This sets the not ready reason code passed to the ACD when the Omni mode implementation sets the Phone channel status to not ready. Note: This does not change the behavior or use of other default not ready reason codes, such as the default not ready reason configured in the Work Mode Customization section. <not ready reason code number> <n> A valid reason code for the ACD

158 Parameter Name Settings, Descriptions and Profile Parameters Phone Presence Status The phone channel Presence Status developer name used to go Available on the Omni-Channel telephony work source. Note: This only applies for Omni Mode, which manages Phone as an Omni-Channel work source. Note: This Presence Status must also be included in the Presence Statuses parameter. <Presence Status Developer Name> <Presence Status Developer Name> -- This is the developer name of the presence status assigned to the Omni-Channel Phone work source. PresenceDevStatus this is a non-functional setting that must be changed to implement Omni Mode. Customization for Omni-Channel Blended Mode These Customization configurations are included in the Salesforce.com Omni- Channel (Blended) CRM Profile template. They configure Omni-Channel Blended mode, which blends Omni-Channel work items and phone calls through one work ready control. With Blended mode, users receive the next available work item based on their current work load. Users may also be configured to select and control availability for specific work sources or for phone calls. Blended mode has a number of additional CRM Profile parameters to control blending. There are also a number of specialized Omni-Channel settings and CRM Profiles to support enhanced reporting on agent call and work status. About Blended Phone Calls Blending only controls availability for queued phone calls, that is phone calls distributed by the ACD when a user is Available for telephony. These are referred to as blended phone calls. Users may initiate phone calls and they may receive DID phone calls and other phone calls, independently of blending. These are not blended phone calls, but they are tracked as work items for Omni-Channel reporting, and count toward total work capacity. Enable ACD Reporting Blending supports two forms of ACD reporting: reporting when users are available on a specific presence status, and reporting when users are set not ready on the phone after accepting a work item. The latter occurs when an accepted work item assignment causes blending to set the phone not ready because the user exceeded the Workload Cap, the assigned work capacity for phone calls. To support ACD reporting, ACD Administrators must create not ready reason codes for each of the presence statuses and work sources to track. The same not ready 158

159 reason code may be used multiple times, for both work sources and presence statuses, and for two or more presence statuses. To configure ACD reporting on Presence Status, use the CRM Profile Additional Presence Statuses setting. This associates the Presence Status name with the ACD Reason Code. This will track the time users work a specific Presence Status. Also configure not ready and parked reasons codes, use Not ready presence statuses per reason code and Parked statuses per reason codes. + Configure ACD not ready reasons for each tracked presence status. It is possible to use the same not ready reason code for two or more Presence Statuses. For example, if there are two Presence Statuses that track different priority or types of Cases, having one ACD reason code that identifies the user is receiving Cases creates accurate work item tracking. + Configure the CRM Profile Additional Presence Statuses to associate the not ready reason with the appropriate Presence Statuses. + Configure Not ready presence statuses per reason code to track phone not ready reason states. + Configure Parked statuses per reason codes for ACDs that support Parked, to track parked work state. To configure ACD reporting on workload capacity exceeded, use the CRM Profile Reason codes per work item and the Workload Cap settings. + Configure ACD not ready reasons for each work source (work item type). + Configure the CRM Profile Reason codes per work item to associate the ACD not ready reason code with the work source developer name. + Configure the CRM Profile Workload Cap to specify the number of work units users may handle and still receive blended phone calls. Enable Omni-Channel Reporting To enable enhanced Omni-Channel reporting, configure the CRM Profiles for blending availability and for phone call state. These are: + Blending Ready Presence Status + Phone Only Presence Status + On call presence status + After call work presence status + Reserved presence status + Not ready presence statuses per reason code + Additional Presence Statuses + Parked statuses per reason codes (for ACDs that support Parked work state). 159

160 Configure Blending Channel Settings These settings control starvation and phone call workload capacity. Starvation occurs when one work channel, either the Omni-Channel work sources or the phone channel, delivers all work items, starving the other channel. This can occur when one channel has a great deal of queued work, or when one channel responds faster to assignment requests on ready than others. To prevent starvation, AMC Omni-Channel blending alternates checking phone calls and Omni-Channel work items first, giving the temporarily preferred channel time to deliver a work item before becoming available on all channel(s). Note that Omni- Channel work items will still be distributed based on Route Configuration priorities. Workload Cap determines the maximum work item units a user may accept and still be eligible for blended phone calls. When this capacity is equaled or exceeded blending will set the user not available for phone calls until user s accepted work items are less than the Workload Cap. For example, if the capacity is set to one (1) then blending will set the user not available after accepting work items with a total capacity equal to or greater than one unit. Note: In order to support Workload Cap for blending, AMC requires customers to use units of capacity rather than capacity percentage when setting Route Configuration and Presence Configuration capacities. Note: It is important to understand that Workload Cap is different from Omni-Channel Presence Configuration capacity. Presence Configuration Capacity determines the total amount of work capacity a user may handle. This determines the total amount of work capacity a user may accept and still be eligible for phone calls. Typically, this is less than the Presence Configuration Capacity. + Workload Cap this sets the workload capacity, the total units of capacity a user may accept before blending sets the user unavailable on the phone channel. + Alternate Time Priority (milliseconds) this is the time blending sets the user phone reserved Presence Status or not ready on the phone while checking for available work. This only applies so long as the user s total accepted work capacity is below the Workload Cap. 160

161 161

162 Table 10-42: Customization for Omni-Channel Blended Mode Paraemter Reference CRM Profile Parameter Name Settings, Descriptions and Profile Parameters Enable Toolbar Customization <EnableCustomization> Enables Agent Palette extensions for CRM Profile. Use to enable or disable the Omni-Channel Extension. This value must be TRUE to enable the Omni-Channel Extension. <TRUE FALSE> TRUE: Enables Omni-Channel extension. FALSE: Disables Omni-Chanel extension. TRUE Omnichannel Mode <Set Omnichannel Mode> Determines the Omni-Channel work mode. <Super Omnichannel Blended> Super: Super Mode independent control for Omni-Channel and telephony channel availability. Omnichannel: Omni Mode telephony is managed through Omni- Channel Phone Presence. Blended: Blended Mode phone calls and work items are blended, either may be delivered based on current available work. Blended this is the default for this CRM Profile template only. Only configure Blended mode with this template. Work Item Properties This defines settings for each work item presented in the CCA Softphone for an Omni-Channel work item assignment notification. This parameter configures the notification display information and controls. Display information includes the work item display name (label), icon and fields listed within the notification. Controls include settings to enable decline and transfer. Parameter Format: This is a semi-colon delimited string with pipe delimited positional parameters, and comma delimited field label pairs. Each work item entry is a semi-colon delimited attribute. <object developer name> <display name> <notification icon [optional]} <EnableDecline> <AllowTransfer>, <field1> <label1>, <field2> <label2>,<fieldn> <labeln>;<object developer name>... Attributes, their meaning and use: Object Developer Name: This is the work item Salesforce Omni- Channel DevName. It identifies the offered work item. DisplayName An administrator defined label. It provides a meaningful name for the offered work item. Notification Icon this optional entry is the file name of the icon file in the standard Omni-Channel images subdirectory. Note: Customers may provide their own ready icon png image files, for example, to support custom Omni-Channel work items. 162

163 Parameter Name Settings, Descriptions and Profile Parameters See APPENDIX B Tailoring the Logo AND IMAGES for instructions on how to add custom Omni-Channel images. EnableDecline this allows users to decline notifications if present. Enter the phrase Enable Decline to allow users to decline the work item. If not present users may not decline the work item. AllowTransfer this enables transfer to queue for this work item if present. Enter the phrase Allow Transffer to allow users to transfer the work item. If not present users may not transfer the work item. Field Label pairs A list of one or more object fields with labels to display when a work item is offered. The field is the Salesforce developer name for the field; the label is a configured meaningful display name. The field and label are pipe delimited, the field label pairs are comma delimited. Example: Lead Lead lead_notification.png EnableDecline AllowTransfer, Name Name, Phone Phone Number, Company Company;... This shows configuration for Lead work items. Lead includes a notification icon, users may decline leads and transfer them to lead queues; it has three display fields: Name, Phone Number and Company. Semi-colon delimited string. workitemdevname1 workitemdisplayname1 workitemicon1.png EnableDecline AllowTransfer, FieldDevNa me1 FieldDisplayName1, FieldDevName2 FieldDisplayName2; workitemdevname2 workitemdisplayname2 workitemicon2.png EnableDecline AllowTransfer, FieldDevName1 FieldDisplayName1, FieldDevName2 FieldDisplayName2 Refresh Queue Size Information (in min) How frequently, in minutes, to check Salesforce presence status counts. Note: This shows count by work item type (Service Channel). It does not show counts for Presence Statuses with two or more work item types (work sources). <refresh time in minutes> <refresh time in minutes> Integer value; number of minutes between queue count checks 0 Request Timeout (in sec) Time in seconds before timing out requests with an error. <refresh time in seconds> 163

164 Parameter Name Settings, Descriptions and Profile Parameters < timeout time in seconds> Integer value; number of seconds before timing out requests. 5 [seconds] Enable chats to be declined This allows users to decline chats. It is a special configuration that applies only to Omni-Channel chats. <TRUE FALSE> TRUE: Allow users to decline Omni-Channel chat notifications. FALSE: Do not allow users to decline Omni-Channel chat notifications. FALSE Default Not Ready Reason This sets the not ready reason code passed to the ACD when the Blended mode sets the Phone channel status to not ready and no other presence status not ready reason code applies. Note: This only applies to blended mode. It does not change the behavior or use of other default not ready reason codes, such as the default not ready reason configured in the Work Mode Customization section. <not ready reason code number> <n> A valid reason code for the ACD. 0 Workload Cap The amount of work capacity a user may accept before being set not ready for the phone. Note: This is work capacity in units of capacity, and NOT the number work items. Note: When configuring blending, customers should use units of capacity to set Route Configuration and Presence Configuration capacity; do NOT use capacity percentages. <integer >= 0> <n> -- where n is an integer value representing units of capacity. 1 Users are set not available on the phone after accepting one unit of work capacity. 164

165 Parameter Name Settings, Descriptions and Profile Parameters Blended Ready Presence Status This is the blending presence status displayed in the work selection dialog. Users select this presence status to become available for blended work. <Presence Status Developer Name> <Presence Status Developer Name> -- This is the developer name of the presence status assigned to the Omni-Channel Phone work source. StatusDevStatus this is a non-functional setting that must be changed to implement Omni Mode. Phone Only Presence Status The phone channel Presence Status developer name used to select Available for phone calls only. If this is not configured, users may only receive blended and DID phone calls. AMC recommends creating a presence status Phone and using the Phone presence status for this parameter. <Presence Status Developer Name> <Presence Status Developer Name> -- This is the developer name of the presence status assigned to the Omni-Channel Phone work source. StatusDevName this is a non-functional setting that must be changed to implement Omni Mode. On call presence status Presence status for tracking when in On Call work state on an active phone call. <Presence Status Developer Name> <Presence Status Developer Name> -- This is the developer name of the Busy presence status assigned to on call state. StatusDevName this is a non-functional setting that must be changed to implement Omni Mode. On hold presence status Presence status for tracking use when a phone call is on hold. <Presence Status Developer Name> <Presence Status Developer Name> -- This is the developer name of the Busy presence status assigned to the held call state.. StatusDevName this is a non-functional setting that must be changed to implement Omni Mode. 165

166 Parameter Name Settings, Descriptions and Profile Parameters After call work presence status Presence status for tracking use when in After Call Work state wrapping up a phone call. <Presence Status Developer Name> <Presence Status Developer Name> -- This is the developer name of the Busy presence status assigned to the ACW state. StatusDevName this is a non-functional setting that must be changed to implement Omni Mode. Reserved presence status Presence status for tracking reserved presence state. Reserved presence status is used when blending is checking for phone calls to prevent Omni-Channel from assigning a work item. <Presence Status Developer Name> <Presence Status Developer Name> -- This is the developer name of the Busy presence status assigned to reserved presence status. StatusDevName this is a non-functional setting that must be changed to implement Omni Mode. Not ready presence statuses per reason code This associates Busy Presence Statuses with ACD not ready reason codes. These are used to set the user not ready with reason and capture not ready transitions both in Omni-Channel and ACD reporting. Note: This entry is required to select, display and report on the Presence Status in the CCA work. All Busy Presence Statuses not directly configured with a CRM Profile parameter should be included in this parameter. Parameter Format: This is a semi-colon delimited string with pipe delimited positional parameters. Each Presence Status is a semi-colon delimited attribute. <Presence Status developer name> <reason code>;<presence Status 2 developer name> <reason code> Positional Attributes and their use: Presence Status developer name: This is the Presence Status developer name configured in Salesforce Omni-Channel administration. It is a required entry; it must be the first entry for each presence status entry. Reason code This is the not ready reason code sent to the switch when this Presence Status is selected. If it is not specified, the Blending Default Not Ready Reason parameter setting is used. 166

167 Parameter Name Settings, Descriptions and Profile Parameters Example: Not_Ready 23;Lunch 18;Morning Break 21 When the user selects Morning Break this will be captured in both Omni-Channel Agent Status reports and ACD reports. Semi-colon delimited string with pipe delimited information for supported Omni-Channel Presence Statuses configuration. NotReadyStatusDevName; StatusDevName1 icon1.png; StatusDevName2 icon2.png; StatusDevName3 icon3.png Additional Presence Statuses Configures OnLine Presence Statuses (in addition to the Phone and Blending Presence statuses). These allow users to operate in a nonblended mode by setting themselves available for a specific Omni- Channel Presence Status. This is equivalent to the Omni and Super mode Presence Statuses parameters. Parameter Format: This is a semi-colon delimited string with pipe delimited positional parameters. Each Presence Status is a semi-colon delimited attribute. <Presence Status developer name> <reason code [optional]> <ready icon name>;<presence Status 2 developer name> <reason code [optional]> <ready icon name> Positional Attributes and their use: Presence Status developer name: This is the Presence Status developer name configured in Salesforce Omni-Channel administration. It is a required entry; it must be the first entry for each presence status entry. Reason code This is the not ready reason code sent to the switch when this Presence Status is selected. It is optional, and only used in Omni Agent Mode. If it is not specified for a Presence Status, the Default Not Ready Reason setting is used. Ready Icon This is a name of a png image file included in the Omni-Channel Extension icon subdirectory. It is optional and displayed in the work status area when this Presence Status is on line. Note: Customers may provide their own ready icon png image files, for example, to support custom Omni-Channel work items. See APPENDIX B Tailoring the Logo AND IMAGES for instructions on how to add custom Omni-Channel images. Example: Not_ Ready 23;Case 18 case_read.png;lead 21 lead_ready.png Chat chat_ready.png In this example Not Ready is a busy Presence Status, it does not have an associated icon, but is does have the associated not ready reason code of twenty-three (23). The remaining Presence Statuses all are on line and have associated icons and also have not ready codes, except Chat. Chat does not have an optional not ready code, so the Default Not Ready Reason is used. 167

168 Parameter Name Settings, Descriptions and Profile Parameters Semi-colon delimited string with pipe delimited information for supported Omni-Channel Presence Statuses configuration. NotReadyStatusDevName; StatusDevName1 icon1.png; StatusDevName2 icon2.png; StatusDevName3 icon3.png Parked statuses per reason code This associates Busy Presence Statuses with ACD parked reason codes. Parked is a work mode similar to not ready on some ACDs (ie, Aspect UIP). In parked mode users may receive DID calls and may initiate outbound calls, but will not receive ACD calls. Parameter Format: This is a semi-colon delimited string with pipe delimited positional parameters. Each Presence Status is a semi-colon delimited attribute. <Presence Status developer name> <reason code>;<presence Status 2 developer name> <reason code> Positional Attributes and their use: Presence Status developer name: This is the Presence Status developer name configured in Salesforce Omni-Channel administration. It is a required entry; it must be the first entry for each presence status entry. Reason code This is the not ready reason code sent to the switch when this Presence Status is selected. If it is not specified, the Default Not Ready Reason setting is used. Semi-colon delimited string with pipe delimited information for supported Omni-Channel Presence Statuses configuration. NotReadyStatusDevName; StatusDevName1 icon1.png; StatusDevName2 icon2.png; StatusDevName3 icon3.png Alternate Time Priority (milliseconds This is the time in milliseconds to set users in an unavailable state on one channel, while checking the other channel for work. This is used to prevent starvation, alternating checking for phone calls or Omni- Channel work items. Parameter Format: <Time in Milliseconds> >0 this is time in milliseconds; the recommended minimum is 500 milliseconds to provide sufficient time to check for and receive a work item from a channel. Anything longer than 3000 or 4000 would introduce noticeable delays in work assignment [three (3) seconds] 168

169 Advanced This section configures event, activity and polling timeout periods. + A poll 9 is a request to the web service to check for an event. The poll checks the web service for an event. The frequency of the poll determines how often the softphone may update. When the poll request expires without an event, the Adapter softphone generates a new poll request. + An event timeout occurs when a channel action request does not receive a channel event response within the timeout period. The response confirms the action or returns an error code. + After each event, the softphone raises a new poll request. If the request times out without an event, it will wait the minimum time interval before raising another poll. + When events space out (occur less often), the Adapter gradually increases the wait time between poll requests by 100 ms, until the maximum wait time is reached. Poll requests affect performance. Increasing the wait time between poll requests may delay event response. Raising too many poll requests increases network traffic and web service process loads. 9 Polling checks for new events by making an HTTP request. HTTP is a request/respond protocol. It does not raise real-time events to the user browser session. 169

170 Table 10-43: Advance Parameter Reference CRM Profile Parameter Name Settings, Descriptions and Notes Minimum Wait Between Poll Requests This is the minimum (default) time to wait before raising the next poll after a poll response or the poll request times out. Poll frequency affects performance. Do not change this value without consulting AMC Support. <time in milliseconds> Time in milliseconds time to wait before raising the next poll request for a service event. 100 ms Maximum Wait Between Poll Requests This is the maximum time to wait before raising the next poll after a poll request times out. The Adapter automatically adjusts poll times when events are less frequent. It progressively increases the poll wait time by 100ms until it reaches this maximum. When events occur more frequently, the Adapter automatically restores the default poll wait time. Poll frequency affects performance. Do not change this value without consulting AMC Support. <time in milliseconds> Time in milliseconds time to wait before raising the next poll request for a service event. 500 ms Progressbar Timeout This stops the progress bar (the spinner) if the request times out. Note: This should be set equal or close to the request timeout period. <time in seconds> Time in seconds progress bar timeout. If the response event is not received within this timeout period the progress bar closes. 20 [twenty seconds] 170

171 Parameter Name Settings, Descriptions and Notes Client Event Timeout This is the time in minutes that the CCS server retains events waiting for the Adapter to retrieve (pull) them. The server holds events in memory until the poll requests the next event. If the event is not retrieved within this timeout period it is cleared, and the event is lost. <time in minutes> Time in minutes for the CCS server to retrain events; events are cleared if the Adapter does not retrieve them within this entered period. 5 [five minutes] Disposition Timeout The wait time for a Disposition popup during the consultation phase. Within those 2 seconds, during a transfer or conference process, any call handle starts that is assumed to be part of that same call scenario. This does not affect call behavior. <time in seconds> Time in seconds disposition timeout. 2 [two seconds] CCS Event Group Size Determines the CCS event group size. This groups user requests to minimize event polling traffic. This parameter should only be changed to address performance issues. <total number of agents > <Amount of Agents> 50 CCS Event Poll Timeout Determines the timeout used for the Event web service call. It sets the timeout period to pull information for events from CCS. This parameter should only be changed to address performance issues. <time in seconds> Time in seconds request response timeout. If the response event is not received within this timeout period, the request fails with a Request Timeout error. 0 [zero seconds] 171

172 Parameter Name Settings, Descriptions and Notes CCS Event Poll Interval Determines the CCS event poling interval. This is a frequency with which the adapter pulls information for events from the Contact Canvas Software. <time in > <time in milliseconds> Time in milliseconds time to wait before raising the next poll request for a service event

173 11. AGENT CONFIGURATION Overview This reference section explains how to configure user Contact Canvas Agent Profiles for the Salesforce Adapter. Each Salesforce contact center user must have an Agent Profile. Use the Admin Portal to create or modify an Agent Profile; see the Contact Canvas Implementation Guide for instructions on how to use the Agent Profile. New Agent Configuration Options Important: Agent Configuration and Agent Profile authentication options have changed significantly from earlier releases of this Adapter. + Windows authentication this release supports user Windows credentials. + SSO with auto-login this release supports Single Sign-On with Windows integrated authentication. The adapter may also be configured for autologin, which logs users into the Adapter session on login to Salesforce. + Manual Sign-On (MSO) login this release supports two MSO authentications, Windows Basic authentication and traditional Contact Canvas authentication. + Configurable authentication methods during installation, the Adapter may be configured on install to support: SSO, auto-login with SSO, MSO with Basic Windows Authentication and MSO with traditional Contact Canvas Authentication. + Agent Self-Administration once the Agent Profile user has been created, users may manage some or all of their Agent Profile settings. Administrators may enable or disable each self-administration option through the CRM Profile Self Agent Self Administration section. + Self-Administration adds a third user setup option, in addition to manual creation and importing new users: Through self-adminstration it is possible to create the user Agent Profile, and then let the user configure their featuures, and telephony settings. Agent Profile Actions There are six Agent Profile actions: Table 11-1: Agent Profile Actions Feature Description View and Act On Agent Profiles + View a list of agent profiles on the Agents tab; select an action or a profile to edit. 173

174 Feature Description Manage Agent Profile Settings This describes the core Agent Profile channel settings. These configure the Agent Profile and may be managed by administrators when creating new profiles, editing existing profiles or importing profiles through a CSV file. Agents may manage these settings through self-administration, for features enabled for agent self-administration.. New Agent Profile Create an agent profile (user). + Create a domain user for SSO windows integrated or MSO windows basic authentication. Note: Windows Integrated authentication also supports automatic login. Create a Contact Canvas user for MSO login through CCS authenticatoin. Edit Agent Profile Modify an existing user configuration. Delete Agent Profile Delete an existing user. Import Agent Profiles Export Agent Profiles Imports a set of users, creating Agent Profiles from a comma delimited file, a comma-separated values (CSV) fille. Import Agents has options that allow updating existing agent settings and purging (deleting) unwanted agents. Export all Agent Profiles to a comma delimited (CSV) file. Export does not affect any existing profiles and can be used to move users to another system or to backup the Agent Profiles. Agent Profiles, Contact Canvas Users and Configuring Authentication About Agent Profiles The Agent Profile and the user s CRM Profile settings are independent of the Salesforce user and configuration, and of their ACD credentials and configuration. + Users log into Salesforce using their Salesforce credentials. + The Salesforce Call Center Record associated with the Salesforce user identifies the primary and failover Adapter Servers. + Users log into their Contact Canvas session with their Agent Profile user credentials. + The Adapter logs users into the contact channel with the Agent Profile maintained ACD credentials and extension. If the Agent Profile allows hotseating, the agent may specify the ACD credentials and extension when logging into CCS. 174

175 About Contact Canvas Users Each user must have an Agent Profile in order to log into the Adapter softphone. There are two classes of Agent Profile users: Domain Users and Contact Canvas Users. + Domain Integrated users authenticate with Windows credentials, either through Windows Integrated or Windows Basic authentication. Windows Integrated authentication supports Single Sign-On (SSO) with or without auto-login; Basic authentication supports manual sign-on (MSO). Use Windows authentication to support SSO and auto-login. Windows authentication simplifies management + Contact Canvas users authenticate with the user name and password assigned in Admin Portal. This is the original authentication offered in earlier releases. Contact Canvas users login in manually through the login dialog. The Contact Canvas Installer (CCI) installs the authentication services on the CCS. Single Sign-on features and authentication methods and features are enabled as part of the Adapter installation (see Error! Reference source not found. Step 6 and Step 7 Sign-On Configuration Parts 1 and 2). Windows Integrated and Basic authentication require a Domain User Agent Profile. Configured with the user s Windows domain qualified user name, this takes the form <domain>/<user name> for domain accounts, and <local server name>/<user name> for local server accounts. Automatic Authentication Determination The adapter automatically determines the authentication method based on enabled Sign-On Configuration settings and the user s Agent Profile credentials. The Adapter authenticates users in this order (for each enabled authentication method). + First the Adapter attempts Windows Integrated Authentication. If auto-login is enabled, the Adapter attempts to log the user into the Adapter session immediately on login to Salesforce, otherwise the user must select Login from the Softphone Work Selector. It passes the user s Windows credentials to the Adapter authentication services. The user is then authenticated by the CCS IIS. + Next the Adapter attempts Windows Basic authentication. This does not support auto-login, so the user must select Login from the Softphone Work Selector. Users then specify their Windows user name and password in the Login dialog, which passes the user s Windows credentials too the authentication services. The user is then authenticated by the CCS IIS. Note: Browser configuration affects Windows Authentication. If the browser is configured for Prompt for user name and password, the browser will display its own login dialog. If configured for Automatic login users do not have to enter credentials. (See Appendix J: How To How to Configure Browser User Authentication Settings) 175

176 + Finally, Contact Canvas user credentials authentication. After selecting Login from the softpone work selector, user enter their Contact Canvas user name and password in the Login dialog. The Adapter passes the user credentials ot the authentication services, which authenticates the user. + Agent Profile defines CCS users. The Agent Profile manages the user login settings. It maintains their ACD credentials and extension. It configures the user login features: whether they log in as remote users, or use hotseating. It also associates users with a CRM Profile, which defines their Salesforce site features and associates users with their contact channel through the CRM Profile Channel ID. View and Act On Agent Profiles Agent Profiles are managed in the Administrator Portal on the Agents tab. This section describes the actions and information of the Agents tab. Initiate all valid actions from the Agents page: + View a list of Agent Profiles. + Create new Agent Profiles. + Select an Agent Profile to Edit or Delete + Edit Agent Profiles. + Delete Agent Profiles. + Import Agent Profiles. + Export Agent Profiles. Figure 2: Agents Tab Screenshot below, shows the Agents tab. The main area of the tab lists Agent Profiles, displaying the User Name, CRM Profile and assigned Channels in the order they were created. In the upper right are Import and Export controls, used to import Agent Profiles from a comma-separated values (CSV) file 176

177 or export profiles to a CSV file. On the bottom are New, Edit and Delete controls, used to create, modify and delete Agent Profiles. Figure 26: Agents Tab Screenshot Agent Tab List of Agents Import Profiles Export Profiles New Profile Edit Profile Delete Profile Agents Page Actions Table 11-2: Agents Page Actions Reference Agent Configuration Action Use View The Agents tab page displays all Agent Profiles in a single scrollable list in the main transactional area. Agent Profiles are listed in creation order. Actions: Scroll the list of Agent Profiles to view the profiles. Click on the profile to Edit or D elete the profile Information: Username the Agent Profile user name. CRM Profiles the CRM Profile the user is assigned to. Channel the channels the user is assigned to Entries: None Errors & Error Messages: None 177

178 Action Use IMPORT The IMPORT control in the upper right (orange) navigates to the Import page. Actions: Click the IMPORT button to navigate to the import page and import Agent Profiles from a CSV file. Information: None Entries: None Errors & Error Messages: None EXPORT The EXPORT control in the upper right (orange) navigates to the export page. Actions: Click the EXPORT button to navigate to the export page and export Agent Profile settings to a CSV file. Information: None Entries: None Errors & Error Messages: None NEW The NEW control on the bottom menu creates a new user Agent Profile. Note: Only one agent profile may be created at a time. To create multiple agents, import a CSV file. Actions: Click the NEW button to create a new user. This navigate to the New Agent Profile page. Information: None Entries: None Errors & Error Messages: None 178

179 Action Use EDIT The EDIT control on the bottom menu edits an existing user Agent Profile. Note: Only one agent profile can be edited at a time. To edit multiple users, export the records to a CSV file, edit the CSV file, then import the modified CSV file. Actions: Select an Agent Profile. Click the Edit button. This navigates to the Edit Agent Profile page. Information: None Entries: None Errors & Error Messages: None DELETE The DELETE control on the bottom menu deletes an Agent Profile. Note: One Agent Profile can be deleted at a time. To delete multiple records, export the Agent Profiles to a CSV file. Delete the records from the CSV file. Then import the modified CSV file with the Remove Agents Not Found in CSV option selected, and the Overwrite Existing Agents option unselected. Actions: Select an Agent Profile Click the DELETE button. This navigates to the delete confirmation page. Information : None Entries: None Errors & Error Messages: None Manage Agent Profile Settings Agent profile parameters configure the user authentication method, contact channel access and contact channel configuration, and assigned CRM Profile. Table 11-3: Agent Profile Parameters Reference Agent Configuration details the configuration settings. These are the key parameters are and their use: + Account Type this determines the account type: whether users use Domain Integrated (Windows Authentication) or Contact Canvas authentication. Both account types require user credential specifications. All other parameters for the Agent Profile are the same for both account types. Note: Support for these authentication modes and for Single Sign-On and Manual Sign-On are determined by CCS and Adapter installation. Domain Integrated may be used with either Single Sign-On Windows Integrated 179

180 Authentication or Manual Sign-On Basic Windows Authentication. Contact Canvas only supports Manual Sign-On. + Contact Canvas uses Contact Canvas Authentication and supports only Manual Sign-On. This uses the following parameters: + Username Contact Canvas user credential name; required. + Password Contact Canvas user credential password; required. Figure 27: Agent Profile Contact Canvas Account Type Contact Canvas Account Type: User name & Password + Domain Integrated Account uses Windows Authentication and supports both Single Sign-On Windows Integrated Authentication and Manual Sign-On Basic Windows Authentication. This uses the frollowing parameters: + Auto-Login ID this is the user domain qualified Windows user credentials: required. 180

181 Figure 28: Agent Profile Domain Integrated Account Type Domain Integrated Account Type: Auto-Login ID (user Windows name) + First Name user s first name. + Last Name user s last name. + CRM Profile assigned application profile; required. + Channel enable assigned channels, voice and chat (Salesforce Live Agent) + Voice Channel credentials ACD ID, ACD Password and extension. Table 11-3: Agent Profile Parameters Reference Agent Configuration Entry Values, Descriptions and Notes Account Type Authentication account type. Note: Username is a required field. Note: Username must be unique. Radio button selection Contact Canvas contact canvas user account for Manual Sign- On. Domain Integrated Windows user account supports Single Sign- On with Windows Integrated Authentication, and Manual Sign-On with Basic Windows Authentication. This automatically supports enables Single Sign-On and auto-login if implemented. Actions: Select the user authentication method. This also enables Single Sign-On and auto-login if implemented. Contact Canvas 181

182 Entry Values, Descriptions and Notes Auto-Login ID Domain Integrated account type only. This is the Windows user account used for Single Sign-On Windows Integrated Authentication and Manual Sign-On Basic Windows Authentication. If supports both Single Sign-On and auto-login if they are implemented. Auto-Login ID is the Windows user name. Auto-Login ID must be unique. AMC Authentication automatically applies implemented authentication methods. AMC Authentication automatically applies auto-login for SSO accounts, if implemented. NOTE: This applies to all Domain Integrated account types, regardless of whether auto-login is enabled. It is used for both SSO Windows Integrated and MSO Windows Basic authentication. Note: No password is required for Domain Integrated accounts as users authenticate through their Windows or browser sessions. Note: Users may need to provide full user credentials, user name and password, depending on the browser User Logon Authentication setting. Windows domain qualified user name. <domain name>\<user name> -- for Windows domain user accounts, specify the domain name: e.g. amclabs\amcuser. <server name>\<user name> -- for Windows local user accounts, specify the server name: e.g., CCSServer\ccsuser. Actions: Enter the user domain qualified Windows user name. This must be unique. None UserName Contact Canvas account type only Username is the unique user name for Contact Canvas authentication only. This is a unique entry that identifies the user. It cannot be changed once entered. Note: Username is a required field. Note: Username must be unique. <user_name> String. Actions: Enter the user s Contact Canvas login credential name. This name must be unique None 182

183 Entry Values, Descriptions and Notes Password Contact Canvas Account Type Only Password is the user credential password, used for Contact Canvas Authentication. Note: Password is a required field. Note: For import bulk loads that create users, the password defaults to password ; users should change password on the first login. <password> String. Actions: Enter the user s login credential password. None First Name First Name is the first name of the user. This is a recommended descriptive field. <First_Name> String. Actions: Enter the user s first name. None Last Name Last Name is the user s last name. This is a recommended descriptive field. <Last_Name> String. Actions: Enter the user s last name. None 183

184 Entry Values, Descriptions and Notes CRM Profiles CRM Profile associates the user with a CRM application, its features and settings. This lists all CRM Profiles. Select one profile. Note: A CRM Profile is required. Note: Only one CRM Profile may be selected. None selection list. List of CRM Profiles; one and only one must be selected Actions: Select CRM Profile from the list. None Channels A channel selection associates the user with the contact channels. Click the check box after the channel name to select the channel. Note: This is not a required field. However, if no channel is selected users will not be able to log into a contact channel. Note: More than one option may be selected. Note: Selecting a channel enables channel configuration options. None selection list. Voice associates users with the voice channel for the CRM Profile. The voice channel is determined by the CRM Profile Channel ID. Chat enables AMC stand-alone Salesforce Live Agent Chat. This provides real-time blended chat. Users control chat availability through the Adapter softphone work mode selection. This chat setting should be disabled for Onni-Channel integrated chat. Actions: Click on the checkbox to the right of the channel name. Check box empty channel is NOT selected. Click box checked channel is selected. None 184

185 Entry Values, Descriptions and Notes Voice The voice channel selection is required to enable telephony. None checkbox selection. Voice channel checkbox. Check box Empty Voice channel is disabled. Check box checked Voice channel is enabled. Actions: Check the Voice check box to enable or disable the voice channel. Check box empty. Chat The Chat selection enables Live Agent. Note: Chat requires Salesforce Live Agent User to be enabled for the user. Work with the Salesforce Administrator to enable this feature. None checkbox selection. Chat checkbox. Check box Empty Chat is disabled. Check box checked Chat is enabled. Actions: Check the Chat check box to enable or disable the Live Agent. Check box empty. CTI ID CTI ID is a voice channel option, and is only displayed if the Voice channel is selected. The CTI ID is the user s ACD ID, part of the ACD login credentials. Note: This automatically logs the user into the ACD. It is required UNLESS: 1) hot seating is enabled, OR 2) the CRM Profile is configured for ignore login. <alphanumeric ACD ID> String This should be a valid ACD ID for the contact channel. Actions: Enter the user s ACD ID None. 185

186 Entry Values, Descriptions and Notes CTI Password CTI Password is a voice channel option. It is only displayed if the Voice channel is selected. The CTI Password is the user s ACD password, part of the ACD login credentials. Note: This automatically logs users into the ACD. ACD password is required IF: 1) hot seating is disabled AND 2) the ACD requires or uses passwords. <alphanumeric ACD password> String This should be a valid ACD password for the contact channel. Actions: Enter the user s ACD password None when creating through the web page, password (all lower case) when creating through the import file. Extension Extension is a voice channel option. It is only displayed if the Voice channel is selected. The Extension is the user s DN. Note: A valid extension must be entered if the voice channel is selected and Hotseating is not enabled <DN_number> Number A valid extension (DN) for the contact channel. Actions: Enter the user s extension. None. 186

187 Entry Values, Descriptions and Notes Remote Login Enabled Remote Login Enabled is a voice channel option. It is only displayed if the Voice channel is selected. This selection enables remote login and also enables Remote Login Type. Remote login allows users to login into a bridged extension. It is used for remote agent options, where the user works off-premise on a phone that is not part of the ACD. In remote login, users specify a callback phone number. When the user logs into the ACD the channel establishes a voice connection, either to a land line or to a mobile phone. Remote Login Type options are Call By Call and Nailed Up. Note: This option is used with Remote Agent scenarios. Note: Enabling this option also enables Remote Login Type and Remote Phone entries. None checkbox selection. Remote Login Enabled checkbox. Check box Empty Remote login disabled. Check box checked Remote login enabled. Actions: Check the Remote Login Enabled check box to enable or disable remote login. Check box empty. 187

188 Entry Values, Descriptions and Notes Remote Login Type Remote Login Type is a voice channel remote login option. It is only displayed if the Voice channel is selected and Remote Login Enabled is enabled. This selection determines the type of remote login voice path connection: either Call by Call or Nailed Up. Nailed up creates a persistent connection for the agent s telephony session. Call by call creates a new connection for each call. Note: This option is used with Remote Agent scenarios and with Aspect UIP and Aspect CS to establish a connection for the customer conversation (voice path). Note: Nailed Up or Call By Call are required selections once Remote Login is enabled. Note: The voice path connection is a phone call to the remote callback phone number. To complete the connection the agent must answer the local (remote) phone. So this establishes either a persistent call for the agent s session or a temporary call. None radio button selection. Remote Login Type selection. Call by Call creates a new connection for each phone call. This option should be used only if the user receives occasional phone calls and is appropriate for knowledge workers. Nailed Up this establishes a persistent connection for the agent session. This option should be used for call center agents and for knowledge workers who receive many calls. Actions: Select the radio button. None no radio button options selected. 188

189 Entry Values, Descriptions and Notes Remote Phone Remote Phone is a voice channel remote login option. It is only displayed if the Voice channel is selected and Remote Login Enabled is enabled. This is the remote user s callback number. When the user logs into a remote session, the ACD calls the user to establish a connection: either a nailed up (persistent) connection or a new connection for each phone call. Note: This option is used with Remote Agent scenarios. Note: This is a required selection for Remote Login if hotseating is not enabled. <telephone_number>. Valid telephone number. Actions: Enter user s callback name. None Hotseating Hotseating allows users to enter their ACD credentials, extension and callback phone number, if remote login is enabled. Use hotseating if users do not have assigned workstations, and the extension is not automatically associated with the workstation through IP address, hostname or another method. Use hotseating for remote agents who may work from different locations and therefore must provide different callback numbers. None: check box selection. Check box selection. Check box empty hot seating disabled. Check box checked hot seating enabled. Actions: Check the hot seating check box to enable hot seating. None 189

190 New Agent Profile The New Agent Profile page creates a new Agent Profile. Select the NEW button on the Agents page to launch the NEW page. Enter the following information on the NEW page. The new page creates an Agent Profile record. Required fields must be entered to save the new Agent Profile record. Click Save to complete and save the new Agent Profile; click Cancel to discard the information and return to the Agents page without creating a new Agent Profile. See the Agent Profile Settings section (above) for New Agent Profile configuration parameters. New Agent Page Actions Table 11-4: New Agent Profile Page Actions Reference Agent Configuration Action Use SAVE The Save control (orange) in the lower right of the page transactional area Saves and Creates the new Agent Profile. NOTE: To save and create an Agent Profile, the minimum required entries must be entered. Actions: Click SAVE to create the new user Agent Profile and return to the Agents page. Information: None Required Entries: User Name User Password CRM Profile Errors & Error Messages: User Name not entered: AMC Username is required. User Password not entered: AMC Password is required. CRM Profile not selected: A CRM Profile must be selected. Non-unique user name entered: AMC Username must be unique. Edit Agent Profile The Edit Agent Profile page edits an existing Agent Profile. Select the EDIT button on the Agents page to launch the EDIT page. Modify Agent Profile entries on the edit page. Use the edit page to modify an Agent Profile record. Required fields must be entered to save the new Agent Profile record. Click Save to complete edits and save the Agent Profile; click Cancel to discard edits and return to the Agents page. 190

191 Figure 29: Edit Contact Canvas Account Type Agent Profile Figure 30: Edit Domain Integrated Account Type Agent Profile 191

192 Edit Agent Page Actions Action Use SAVE The Save control in the lower right of the page transactional area Saves changes to the Agent Profile. NOTE: Any Agent Profile setting may be changed, including the username. Changing the username will change the user s login. Actions: Click SAVE to save changes and return to the Agents page. Information: None Entries: None required Errors & Error Messages: User Password not entered: AMC Password is required. Non-uniqu7e user name entered: AMC Username must be unique CANCEL The Cancel control discards changes to the Agent Profile. Actions: Click CANCEL to discard changes and return to the Agents page. Information: None Entries: None Errors & Error Messages: None Edit Agent Profile Entries + See the Manage Agent Profile Settings section (above) for profile entry settings reference. Delete Agent Profile The Delete Agent Profile page confirms deletion of the user record. Select the DELETE button on the Agents page to launch the DELETE page. Click Delete to delete. Note: The Delete option only deletes a single Agent Profile. To delete multiple records, use the Export option to export agent profiles to a CSV file. Edit the CSV file, removing records to be deleted. Then reimport the CSV file with the Remove agents not found in CSV option selected. 192

193 Figure 31: Confirm Agent Profile Deletion Delete Agent Page Actions Action Use DELETE Deletes the selected record and return to the Agents page. Actions: Click DELETE to confirm and delete the record. Information: None Entries: None required Errors & Error Messages: None CANCEL Aborts deletion, keeps the record and returns to the Agents page. Actions: Click CANCEL to abort deleting the record. Information: None Entries: None Errors & Error Messages: None Delete Profile Entries + There are no Delete Page entries; it is a confirmation page that displays information to verify the proper record will be deleted. 193

194 Import Agent Profiles The Import page imports a set of Agent Profiles from a comma separated value (CSV) file. Use Import to perform these actions. + Create a new set of users, if no users exist. + Append new users to existing entries. + Modify existing user records. + Delete existing users. To import records, first create a comma delimited file of import records. Then select the IMPORT button on the Agents tab to launch the Import page. Browse to select a CSV file with agent records and use the check boxes to select the proper import option. Note: To delete users select the Remove agents not found in CSV option. Users that are not included in the CSV file will be deleted. Note: To edit users, modify the user entry in the CSV file, select Overwrite existing agents option. Note: To add new users to existing entries add users to the import file it is easiest to export existing users, modify the file appending new users from an existing CSV entry. Note: To modify multiple users, use the Export option to export agent profiles to a CSV file. Edit the CSV file, modifying the records to change. Delete records that are not changed. Then reimport the CSV file with the Overwrite existing agents option selected. Figure 32: Import Agent Profiles Page 194

195 Figure 33: Browse File Selection Dialog Figure 34: CSV File Selected 195

196 Import Agent Page Actions Action Use Choose File Browse to select a CSV file. Browse opens a file selection explorer dialog in the default Download directory. Actions: Click CHOOSE FILE to open the File Selection Dialog. Navigate the Windows directories to select the CSV file. Click Open on the Windows browsing dialog to complete CSV selection and return to the Import page. Click Cancel to abort CSV selection. Information: None Entries: None required Errors & Error Messages: None SAVE IMPORTS records. After selecting an import file and the import options, click SAVE to import the records. Once the records are imported the Import confirmation page displays with the import results. Note: If no CSV file is selected, clicking Save does not perform any action. The user does not navigate to the Save confirmation page. Actions: Click SAVE to import the records and navigate to the import confirmation page Information: None Entries: None Errors & Error Messages: None CANCEL Cancel aborts the import and returns to the Agents page. Actions: Click CANCEL to abort importing records. Information: None Entries: None Errors & Error Messages: None 196

197 Import Page Options Entry Values, Descriptions and Notes Overwrite existing agents This option overwrites any existing agents. If an existing Agent Profile user name is included in the CSV file that record will be overwritten. Usernames must be unique, therefore duplicate records (usernames) are not allowed. Any existing username is considered to be a modification of the existing record. + If this option is not checked and a user name already exists, then the record will be ignored, the existing user record will be retained without modification. + If this option IS checked and a user name already exists, then the CSV record will overwrite and replace the existing user record. The existing user record information will be changed. Note: Use this option to modify multiple Agent Profile records. Note: Uncheck this option when using import to delete or append records. This prevents accidently changing records. None: this is a check box. Check box checked existing Agent Profiles within the CSV file will be overwritten with the CSV record information. Check box cleared existing Agent Profiles within the CSV file will not be changed during import; the import CSV file information is ignored. Actions: Click the check box to enable or disable the option. None 197

198 Entry Values, Descriptions and Notes Remove agents not found in CSV input file This option deletes records not found in the CSV file. If an existing Agent Profile is not included in the import CSV file, that record is deleted. + If this option is checked, then any existing Agent Profile that is not included in the import CSV file is deleted during import. + If this option is NOTchecked, then no records will be deleted during import. Note: Use this option to delete multiple records. First export the current records to a CSV file. Then remove the records to be deleted from the CSV file and import the CSV file with this option checked. Note: When deleting multiple users by re-importing an edited CSV file, do not check Overwrite existing agents. This will prevent unintended modification of existing user records. None: this is a check box. Check box checked existing Agent Profile records NOT included in the import CSV file will be deleted. Check box cleared existing Agent Profile records NOT included in the import CSV file are retained, unchanged. Actions: Click the check box to enable or disable the option. None 198

199 Import Confirmation Page The Import Confirmation page confirms the import and reports import results: + Number of records imported + Number of records within the import CSV file that were not imported (ignored as existing records). + Number of records deleted if the Remove records not found in CSV file option is enabled. + Errors encountered. Figure 35: Import Confirmation: New Records Added Figure 36: Import Confirmation: Records added and deleted Figure 37: Import Confirmation: Duplicate Records Not Processed 199

200 Figure 38: Import Confirmation: Bad CSV File Figure 39: Import Confirmation: Import Log File Import Confirmation Page Actions Action Use Return To Agents Tab This is a link embedded within the import confirmation page. Click it to return to the Agents page. Actions: Click link to return to the Agents page. Information: None Entries: None required Errors & Error Messages: None 200

201 Action Use Detailed Log File This is a link embedded within the import confirmation page. Click it to open the detailed import log file. The detailed import log file lists errors and includes every CSV record. + Detailed log files are generated but not saved during import. + Click the Detailed Log File link to open or save the log file. + This uses the browser open / save file open, save or save as options to either open the log file, save it in the default directory with the default name, or save it to a specific directory and specify the file name. Actions: Click the link to open the detailed log file. Information: None Entries: None Errors & Error Messages: None Detail Log File Entries Log Entry Description Beginning import [2/22/ :28:52 AM] Log file header, first line. This specifies the date and time of the import. Information: This specifies the date and time of the import. Entries: Information Date Time Errors & Error Messages: None Overwrite Existing Agents: True Remove Agents Not Found in CSV: True Import options. Information: This identifies import options applied. Entries: Overwrite Existing Agents: <True False> Remove Agents Not Found in CSV: <True False> Time Errors & Error Messages: None 201

202 Log Entry Description Loading CSV Header... Information entry: loading CSV header file. Information: Import process activity: load CSV header file. Entries: Loading CSV Header... Errors & Error Messages: None AMCUsername,CRMProfileNa me,voiceenabled,voiceuserid,voicepassword,voiceextensi on,hotseatingenabled,remote LoginEnabled,RemotePhone,R emotelogintype,chatenabled, This is the CSV header. The CSV header is a comma delimited record that lists the field names of each element in the CSV file. CSV files are positional and this associates the record element by name with the position in the file. Information: Import process activity CSV elements and field entries. Entries: Loading CSV Header -- information entry Header record comma delimited list of import record field names. Errors & Error Messages: None Processing CSV Records... Information entry: all entries following this are records imported processed during the import phase. Information: Import process activity Entries: Processing CSV Records information entry Errors & Error Messages: None mschaefer,sfdctest,false,,,,,,,,true This agent already exists in the Administration Tool. Updated successfully. Import record processed, existing record updated. This is an entry for an existing record with Overwrite Existing Agents true. It shows the successful update of an existing record. Information: Import record detail Import process activity Result Entries: Import record details comma delimited user record, with password omitted. Process message agent already exists. Errors & Error Messages: Process result record updated successfully. 202

203 Log Entry Description tester5,qa Test,TRUE,62124,12345,2244 3,TRUE,TRUE, ,Na ilup,true Created successfully. Import record processed, new record created. This is the entry for a new record that was successfully added (create) as an Agent Profile Information: Import record detail Result Entries: Import record details comma delimited user record, with password omitted. Errors & Error Messages: Process result record created successfully. tester1,sfdctest,true,1234 5,12345,12345,FALSE,FALSE,,,TRUE This agent already exists in the Administration Tool. Import record processed, existing record not updated/ignored. This is an entry for an existing record with Overwrite Existing Agents False. It shows the record identified as a duplicate. It was not processed. Information: Import record detail Import process activity Entries: Import record details comma delimited user record, with password omitted. Process message agent already exists. Errors & Error Messages: None tester4,sfdctest,true,1234 5,12345,12345,FALSE,FALSE,,,TRUE Malformatted record Valid values for ChatEnabled are TRUE and FALSE. Import record processed, bad record in CSV. This is an entry for a bad record in the CSV file. The message informs the record is malformatted and identifies the missing or incorrect information. Information: Import record detail Error message Entries: Import record details comma delimited user record, with password omitted. Process message Malformatted record. Errors & Error Messages: Incorrect or missing information: Valid values were not part of record. 203

204 Log Entry Description,SFDCTest,FALSE,,,,,,,,TRUE Malformatted record AMCUsername cannot be empty. Import record processed, bad record in CSV. This is an entry for a bad record in the CSV file. The message informs the record is malformatted and identifies the missing or incorrect information. Information: Import record detail Error message Entries: Import record details comma delimited user record, with password omitted. Process message Malformatted record. Errors & Error Messages: Incorrect or missing information: Information missing: user name was not included (note initial comma results in a blank / null field entry. Removing Agents not found in CSV... Information entry: all entries following this are deleted records. Information: Import process activity Entries: Removing Agents not found in CSV information entry Errors & Error Messages: None alpha - Deleted successfully. Post import processing, delete records no in CSV. This entry shows a record that was not present in the CSV file imported with the Remove Agents Not Found in CSV set True. It shows the username of the deleted record. Information: Import record detail Error message Entries: Import record details username of deleted record Process message Deleted Successfully. Errors & Error Messages: None Import ended [2/22/ :28:53 AM] Log file tail, last line... This specifies the completion date and time of the import. Information: This specifies the completion date and time of the import. Entries: Information: import completed. Date Time Errors & Error Messages: None 204

205 Export Agent Profiles The Export control exports all Agent Profiles to a comma separated value (CSV) file. Select the EXPORT button on the Agents page to export records. This uses the browser save option to set the CSV save file. By default it saves to the browser download directory with a default file name. Using the Save As option, a different directory may be selected and file name specified. + Exports all Agent Profile records to a CSV file. Figure 40: Export Agent Profiles- - Save Options Export Actions + There are no export actions Export Options + There are no export options 205

206 12. APPENDIX A SALESFORCE SOFTPHONE LAYOUT Overview This Appendix explains the Salesforce softphone layout. It focuses on screen pop search and execution behavior, and settings and information displayed in the softphone for matching Salesforce records. The Salesforce softphone layout determines: + Screen pop actions for inbound call type based on screen pop search match results; + The business records that may screen pop for each call type: inbound, outbound and internal; + Fields that are displayed in the softphone for each call type for single and multiple match search results; + Whether screen pops are performed in the current window, or in a new tab or browser window; + How screen pops are executed for no match, single match and multi-match screen pop search results. Note: Salesforce allows multiple softphone layouts. Each layout is associated with a user role. For multi-site or multi-organizational call centers, each center will likely have its own softphone layout to support different screen pop search rules and information requirements. Business Object and Information Display Follow these procedures to specify which business objects may screen pop, and the information that is displayed in the Adapter softphone for single and multiple match screen pops. These settings also determine fields that may be used for CAD pop. Step 1: Open the Salesforce Softphone layout + Navigate to: App Setup Customize Call Center Softphone Layout. + Select the softphone layout to edit. The default sofpthone layout is: Standard Softphone Layout. Step 2: Select the call type layout to configure. + Select the call type to configure. Configure settings for each call type. Start by selecting Inbound from the Call Type dropdown. + Once the setup is complete for Inbound calls, repeat the steps three through seven for Internal and Outbound call types. Step 3: Verify standard information fields: caller id (ANI) and Dialed Number (DNIS) are included. + Add Caller ID and Dialed Number if do not show as Call-Related fields. 206

207 + Click Edit under Display these Call-related fields section and select Caller ID, Dialed number from available list and move it to selections list. Step 4: Verify screen pop business objects and information displayed in softphone NOTE: Any record in this list will be included in ANI screen pop searches and may be screen popped. Be sure that this list includes screen pop records, and excludes any record that should not be screen popped. + Each business object that may screen pop must be included in the Display these salesforce.com objects list. The Adapter will only screen pop records in this list. + For each business object in the list, this section shows the business objects that may screen pop, the single match information and the multi-match information. + Check that all business objects in the call center that will screen pop are in the Display these salesforce.com objects.. Remove any that are not wanted to be screen pop. Note: If screen popping Person Accounts, BOTH Person Account AND Account must be included in the Display these salesforce.com objects list. Step 5: Use the control to add or remove screen pop business objects. + To add a business object so it may screen pop, select it in the Available column and click right arrow (add). 207

208 + To remove a busienss object so it does not screen pop, select it in the Selections column and click the left arrow (remove). + Use the up arrow (Up) and down arrow (Down) buttons to set the screen pop search and display order. Business objects listed higher in the Selections column will be searched first and presented in the screen pop match list first; those lower in the Selections column will be searched later and presneted later in the Adapter softphone. Step 6: Review the match display fields + Review fields to display based on search results: single match or multiple match. The displayed fields are used for display and also are used for CAD screen pop. to add or remove fields click the Edit link to the right of the incorrect Display. Step 7: Select fields to be included in the display. + Select fields that can be displayed in the Adapter softphone. + Set the display order. The first (top) field is included for multi-match search results and the first two fields are included in single match search results. + Select fields that may be used for CAD search. Note: If a field configured for CAD pop is not included in this list, the CAD pop search will fail for that field. + To add a field so it is displayed or may be used for CAD screen pop, select it in the Available column and click right arrow (add) to move it to the Selections column. + To remove a field so it does not display and cannot be used for CAD screen pop, select it in the Selections column and click the left arrow (remove) to move it to the Available column. 208

209 + Use the up arrow (Up) and down arrow (Down) buttons to set the field display order. The first field is displayed for multi-match screen pops; the first two fields are displayed for single match screen pops; all other fields may only be used for CAD search. Step 8: Repeat steps two (2) through seven (7) for Outbound call type Step 9: Repeat steps two (2) through seven (7) for Internal call type Screen Pop Settings These settings determine screen pop execution rules, what screens pops based on search match results: + Whether the record opens in the current browser window or opens a new browser window or tab. Note: If a record opens in the current browser window, it may overwrite on-going work. When records open in new tabs or windows they consume additional browser resources, and should be closed once the interaction is complete. + What to screen pop when there is no matching record in the search results. + What to screen pop when there is a single matching record in the search results. + What to screen pop when there are multiple matching records in the search results. 209

210 Figure 41: Screen Pop Settings Step 1: Set browser window screen pop execution rules. + See Screen pop open within entry in the Screen Pop Execution Settings section table. Step 2: Set the no match screen pop execution action. + See No matching record in the Screen Pop Execution Settings section table. Step 3: Set the single-match screen pop execution action. + See Screen pop open within in the Screen Pop Execution Settings section table. Step 4: Set the multiple-match screen pop execution action. + See Screen pop open within in the Screen Pop Execution Settings section table. 210

211 Screen Pop Execution Settings Table 12-1: Screen Pop Execution Settings Entry Values, Descriptions and Notes Screen pop open within This option determines whether to screen pop in the current browser window or a new browser window (or tab) will open for screen pop. NOTE: If the existing browser window is selected, the unsaved work in the browser window will be lost on screen pop. NOTE: The browser configuration determines whether a new browser window opens or a new tab is opened for the screen pop. NOTE: These settings do not apply to Cloud Console windows. Those always open a new console tab within the existing browser window. None: radio button selection. Existing browser window screen pop to the current browser window. This may overwrite current work. New browser window or tab this opens a new browser window or a new tab. The browser configuration determines whether a new window or a tab opens. Actions: Select the radio button. Existing browser window. No matching records This option determines what to screen pop if there are no matching records in the search result. The options allow: + No screen pop + Pop a new business record. + Execute a Visualforce page None: radio button selection. Don t pop any screen No record screen pops. Users engage the caller, determine the required effort, and navigate salesforce to retrieve a business record or create a new business record. Pop a New screen pop a new business record of the selected type. Use the drop down to select the business record type. Pop to Visualforce page This invokes a Visualforce page which uses business logic to determine what to screen pop. The Visualforce page must be specified here to screen pop. Actions: Select the radio button. Select a business record type for the New record option. Specify the Visualforce page if the Visualforce page option is used. Do not screen pop a record. 211

212 Entry Values, Descriptions and Notes Single-matching record This option determines what to screen pop if there is a single matching record in the search result. The options allow: + No screen pop + Screen pop the matching record. + Execute a Visualforce page None: radio button selection. No screen pop Do not screen pop any record. Users may select from the matching record in the Adapter softphone Pop Detail Page This screen pops the matching record so the user may immediately work with the customer. Pop to Visualforce page This invokes a Visualforce page which uses business logic to determine what to screen pop. The Visualforce page must be specified here to screen pop. Actions: Select the radio button. Specify a Visualforce page for the screen pop to Visualforce page option Pop Detail Page Multiple-matching records This option determines what to screen pop if there is a single matching record in the search result. The options allow: + No screen pop + Screen pop the a search page. + Execute a Visualforce page None: radio button selection. No screen pop Do not screen pop any record. Users may select from the matching records in the Adapter softphone Pop search page This screen pops a search page, so the user is ready to engage the customer and search for the matching record. Pop to Visualforce page This invokes a Visualforce page which uses business logic to determine what to screen pop. The Visualforce page must be specified here to screen pop. Actions: Select the radio button. Specify a Visualforce page for the screen pop to Visualforce page option Pop Detail Page 212

213 13. APPENDIX B TAILORING THE LOGO AND IMAGES Overview The logo and buttons of the Salesforce Adapter are images and may be replaced by your logo and button images. This reference section explains how to change any of the graphic images on the Adapter softphone. Changing the Logo Image Format and Size A new logo MUST be a PNG image that does not exceed the sizes in the table below. Dimension Size Width 105 pixels Height 24 pixels Bit depth (color depth) 24 File Size 1.22 KB To review the image information, from a Windows Explorer, right-click on the image and select Properties from the pop up menu. Then click on the Details tab. The screen shot below shows an example of the information. 213

214 Image Location All Adapter images are maintained Webtoolbar\Images subdirectory under the Adapter install directory. The default location on a 64-bit Windows server is: C:\Program Files (x86)\amc Technology\Application Adapters\SFDC OpenCTI\Webtoolbar\Images. The actual location of this directory may be different based on over-riding default drive and file locations during install. On a 32-bit system, all AMC components are installed under the C:\Program Files\AMC Technology subdirectory tree. Any image in this directory may be replaced with an image of the same name, so long as it meets the image format and size requirements above. Most control image buttons have two alternate forms: an enabled and a disabled version. Some have more. Most display or information images only have one form. The table below identifies the image files, the image use and shows a version of the AMC image. Dial Pad Button Images File Name Use Image voice_dialpad_normal.png voice_dialpad_cancel.png voice_dialpad_disabled.png searchdial_normal.png searchdial_disabled.png Dial pad open dial pad Dial pad cancel close dial pad. Dial pad Disable dial pad not usable Search Dial enabled Search Dial disabled 0.png Dial pad number: zero (0) 1.png Dial pad number: one (1) 2.png Dial pad number: two (2) 3.png Dial pad number: three (3) 4.png Dial pad number: four (4) 5.png Dial pad number: five (5) 6.png Dial pad number: six (6) 7.png Dial pad number: seven (7) 8.png Dial pad number: eight (8) 9.png Dial pad number: nine (9) star.png Dial pad number: star (*) pound.png Dial pad number: pound (#) 214

215 ACD Session State File Name Use Image user_loggedout.png user_notready.png user_ready.png user_reserved.png user_oncall.png user_pending.png user_acw.png Logged Out Not Ready Ready Reserved On a call Pending work mode After Call Work (ACW) CALL CONTROL based on call state and user actions Basic Call Control handling phone calls voice_alerting_answer_normal.gif voice_reject_normal.png voice_divert_normal.png voice_divert_disabled.png voice_hold_normal.png voice_unhold_normal.png voice_end_normal.png voice_dtmf_normal.png voice_dtmf_disabled.png voice_dtmf_cancel.png voice_incoming_symbol.png voice_outgoing_symbol.png voice_check_normal.png voice_check_disabled.png voice_complete_normal.png Alerting -- click to answer Reject (incoming) call Divert call Divert call disabled Hold call Unhold / Retrieve Call End / Drop Call DTMF DTMF disabled DTMF cancel Inbound call symbol Outbound call symbol Check Check Disabled Complete action Transfer and Conference buttons and actions voice_transfer_normal.png voice_blindtransfer_normal.png voice_blindtransfer_disabled.png voice_blindtransfer_cancel.png Transfer symbol Blind Transfer click to transfer Blind Transfer Disabled Blind Transfer Cancel click to cancel blind transfer. 215

216 File Name Use Image voice_warmtransfer_normal.png voice_warmtransfer_disabled.png voice_warmtransfer_cancel.png voice_conference_symbol.png voice_conference_normal.png voice_conference_cancel.png voice_drop_normal.png voice_bookmark_normal.png voice_bookmark_disabled.png Consultative Transfer Consultative Transfer Disabled Consultative Transfer Cancel Conference call symbol Conference Conference: cancel Drop Conference Party or Call Bookmark Bookmark Disabled Outbound Campaign Controls voice_campaign_accept.png voice_campaign_accept_disabled.png voice_campaign_reject.png voice_campaign_reject_disabled.png voice_campaign_reject_close.png voice_campaign_reject_close_disabled.png voice_campaign_skip_normal.png voice_campaign_skip_disabled.png voice_campaign_skip_close_normal.png voice_campaign_skip_close_disabled.png voice_call_back_normal.png voice_call_back_disabled.png Accept Preview Accept Preview Disabled Reject Preview Reject Preview Disabled Reject Close Preview Reject Close Preview Disabled Skip Preview Skip Preview Disabled Skip Preview Close Skip Close Preview Disabled Callback Callback Disabled Chat Controls chat_alerting_answer.gif chat_check_normal.gif chat_end_normal.png chat_symbol.png Activity and My Calls Today Controls voice_call_activity_normal.png Chat: alert -- incoming chat Chat: check -- accept chat Chat: end -- hang up / end chat chat symbol -- identify chat contact Call Activity 216

217 File Name Use Image voice_call_activity_disabled.png mycallstoday_collapsed.png Call Activity Disabled My calls today Adapter General Controls screenpop_off.png screenpop_on.png disable_toolbar.png enable_toolbar.png section_collapse.png section_expand.png search_normal.png search_disabled.png Screen Pop Disabled Screen Pop Enabled Disable Softphone for Tab / Window Enable Softphone for Tab / Window Collapse Section Expand Section Search on Search off Dialog Controls used in various pop-up dialogs. close_window.png settings_normal.png settings_disabled.png about_normal.png about_disabled.png alert.png Close dialog Setting Settings Disabled About Button Enabled About Button Disabled Alert Logo Images amc_letters.png logo.png Miscellaneous / Alternate Controls voice_warmtransfer_normal_brown.png voice_warmtransfer_disabled_brown.png view_progress.gif Short Logo >> replace with your logo Main Logo >> replace with your logo Consultative Transfer Consultative Transfer Disabled Update Progress Indicator 217

218 14. APPENDIX C SERVICE CLOUD VIEW SCREEN SHOT Once configuration is complete and CCS service (CMService) has been started, the Open CTI Adapter is ready for use. Below is a screen shot of the Service Cloud Console page with an answered incoming call and an ANI match on the Account record. 218

219 15. APPENDIX D STANDARD VIEW SCREEN SHOT Once configuration is complete and CCS service (CMService) has been started, the Open CTI Adapter is ready for use. The screen shot below shows a standard page with an Answered inbound call with an ANI match on the Account. 219

220 16. APPENDIX E ARCHITECTURE 220

221 17. APPENDIX F ADAPTER HARDWARE SIZING RECOMMENDATIONS Overview These hardware settings are recommendations for Contact Canvas Server implementations of the Salesforce Adapter. The Salesforce adapter requires additional processing and memory resources, above the typical Contact Canvas Server requirements. This is because the adapter executes all user actions and maintain agent session and call state within the Adapter web service. This moves the resource load from the agent workstation to the Adapter Server, improving performance and response time. Hardware Recommendations These settings apply only to implementations that include the Salesforce Adapter. <100 Users 100 to 250 Users >250 Users Operating System Windows Server 2012 R2 64-bit or 32-bit 10 Processor Minimum 2 multi-core processors Cores (CPU equivalent) Six (6) Eight (8) Ten (10) Two (2) Memory 6 GB 8 GB 10 GB 4 GB TEST SYSTEM Hard Drive 50 GB free 50 GB free 50 GB free 10 GB free Network Adapter 100 Mbps 1 Gigabit 1 Gigabit 100 Mbps Note: Base hardware configuration on actual performance, not these general recommendations. Scaling AMC recommends adding 2 core processors and 2 GB memory for every 250 additional users. Always verify resource utilization after each resource change. Alternatively, scale by adding additional Salesforce Adapter Servers. These adapter servers would not include Contact Canvas core or voice driver components. They would only have the adapter installed on an IIS server. Evaluating Sizing Recommendations These recommendations are rules of thumb, based on total users. Actual memory and CPU equivalent requirements may vary depending on call volume, customer interaction flows and other factors. Greater call volumes with shorter talk times may require more resources; longer talk times and lower call volumes may require fewer resources. 10 Windows Server 2008 R2 64-bit may be used, but is not recommended. AMC has announced that the next release of Contact Canvas will NOT support Windows

222 Verify performance by checking memory, CPU and disk resource utilization under full load with all agents working a typical call volume. Consistent resource use should not exceed 75% to 80% of available resources. (Occasional spikes to 90% are acceptable.) Use the Performance Tab of Task Manager or the Resource Monitor (accessed from the Performance Tab) to view real-time resource utilization. Use Perfmon to capture resource use over longer periods. 222

223 18. APPENDIX G SERVER OPTIMIZATION SETTINGS AMC web service applications use.net, ASP and IIS resources that must be optimized to ensure response times and proper Adapter performance. This section explains how to modify the Adapter Server, registry,.net and Application Pool settings. The following optimizations are applied: + CRM Profile adapter polling settings to optimize network traffic. + Windows Host settings file to optimize network connetions and traffic. + Registry setttings that optimize process resources (threads). + Application Pool settings that optimize web service performance and network traffic. +.NET performance settings that optimize web service process resources and performance. CRM Profile Settings These settings are part of the CRM Profile configuration in the Administrator Portal CRM Profile Advanced Settings. Table 18-1: CRM Profile Advanced Settings Configuration Settings Value Minimum Wait Between Poll Requests 800 Maximum Wait Between Poll Requests 1600 Windows Hosts File Add the Salesforce Adapter 11 fully qualified server name to the Windows hosts file for the internal loop back local host address ( ). The connection is on the internal IP address because all components are implemented on the single CCS server. This approach reduces network load and improves performance. Step 1: Open the Windows Hosts File in a text editor. + Open a Command Prompt or Windows Explorer with Run as Administrator. + Navigate to the hosts directory: %WinDir%\System32\Drivers\Etc + Backup the host file. + Edit the hosts file (note there is no file extension). 11 If using HTTPS, use the SSL Certificate fully qualified domain name if that is different from the Adapter Server host name. 223

224 Step 3: Add the server fully qualified domain name in the local network loop-back entry ( ). + See Table 18-2: Windows Hosts File. Note: Backup the existing hosts file before editing it. Table 18-2: Windows Hosts File Host File Entry [Fully Qualified Domain Name] < Adapter Server or SSL Certificate Fully Qualified Domain Name> Windows Registry Settings Make the following change to the Windows Registry. Step 1: Open the Registry. + Open a Command Prompt with Run as Administrator. + Open the regisry: Regedit Step 2: Backup the Registry. + See Error! Reference source not found.. Step 3: Navigate to the registry key and add or modify the registry parameter. + Use the Navigation Tree select the Registry Section entry. + Add the parameter if it is not present: right click the right pane, select New from the pop up menu, and then select the parameter type. Enter the parameter name. 224

225 + Edit the parameter value. Double-click on the parameter, select the Base radio button (decimal) and enter the value data in the dialog text box. + Press OK to save the parameter value and verify the new settting. Before changing the registry, backup the registry. See instructions for backing up the registry in Error! Reference source not found. Table 18-3: Optimization Registry Settings Entry Registry Key Registry Parameter Settings MaxPoolThreads HKEY_LOCAL_MACHINE\System\Current ControlSet\Services\Inetinfo\Parameters Type: REG_DWORD Base: Decimal Name: MaxPoolThreads Setting / Value:

226 MaxConcurrentRequestsPer CPU for.net 2 HKEY_LOCAL_MACHINE\SOFTWARE\Mic rosoft\asp.net\ Type: REG_DWORD Base: Decimal Name: MaxConcurrentRequestsPerCPU Setting / Value: 5000 MaxConcurrentRequestsPer CPU for.net 4 HKEY_LOCAL_MACHINE\SOFTWARE\Mic rosoft\asp.net\ Type: REG_DWORD Base: Decimal Name: MaxConcurrentRequestsPerCPU Setting / Value: 5000 IIS Manager Application Pool Settings This setting controls the size of the application queue. Configure this setting for each of the AMC application pools listed in Table 18-4: AMC Application Pools. Step 1: Select the Application Pool and Open Advanced Settings. + Open IIS + Select Application Pools from the Navigation Tree. + Right-click each application pool and select Advanced Settings from the pop up menu. Step 2: Edit the Queue Length setting in the General section. + Select the text edit box. Enter the new value. 226

227 Table 18-4: AMC Application Pools Application Pool Setting AdminToolAppPool Parameter: AdvancedSettings Queue Length Value: 5000 WebToolbarAppPool Parameter: AdvancedSettings Queue Length Value: 5000 AMCDotNetAdapter Parameter: AdvancedSettings Queue Length Value: 5000 IIS Manager Compression Compression can improve the overall performance and the response perception for web services. It also helps reduce network traffic. There are several compression configuration setting areas: + Compression Settings for IIS root. + Configuration Editor, system.webserver/httpcompress section. + Collection Editor, this is accessed from Configuration Edit fields with multiple entries. + Compression Setttings for each AMC web application (under Sites). Running the CCS or adapter installers may affect these settings. Always verify the settings each time the installer runs for any purpose. 227

228 Step 1: Set the Root Compression Settings + Open IIS Manager and select the root (server name) Select the Compression icon, under the IIS section. + Configure the IIS root compression settings as documented in Table 18-5: IIS Root Compression Settings. Table 18-5: IIS Root Compression Settings Compression Parameter Setting Enable dynamic content compression Enabled (checked) Enable static content compression Enabled (checked) Static Compression: Only compress files larger than (in bytes) Enabled (checked) 2700 size of files to compress Cache Directory %SystemDrive%\inetpub\temp\IIS Temporary Compress Files Per application pool disk space limit (in MB) Enabled (checked) Screen shot of settings: 228

229 Step 2: Use Configuration Editor to set Compression and Disk Space Usage + Open IIS Manager and select the root (server name). Select the Configuration Editor under the IIS section. + From the drop down, select the system.webserver/httpcompress section. 229

230 + Configure the compression settings. Table 18-6: Configuration Editor Compression Settings Configuration Parameter Setting dynamiccompressionbufferlimit maxdiskspaceusage 1024 nocompressionforhttp10 False nocompressionforproxies False nocompressionforrange False Note: The configuring nocompression settings as False enables compression for the specified components. + Apply the settings by clicking Apply on the Actions frame. 230

231 Step 3: Open the dynamictypes Collection Editor and verify json entries. + Within the Configuration Editor, open dynamictypes Collection Editor. Click the gadget in the right side of the dynamictypes entry text box to edit json type settings. + Verify the proper entries for application/json. Add the json properties highlighted below if they are not present anc click apply. 231

232 Step 4: Verify compression is enabled on AMC web applications. Table 18-7: AMC Web Applications Web Application Purpose Administration Tool Administrator Portal web application AdminToolWebService CCS Control & configuration push AMCDotNetAdaptetWebService Contact Canvas core web services AMCDotNetEventAdapterWebService Raise Contact Canvas core events to.net SOAP adapter components. Desktoolbar Desk.com Adapter 12 Webtoolbar Salesforce Open CTI Adapter + Select the application from the IIS Connections (left side) frame. 12 Desktoolbar (Desk.com Adapter) will not be present on a Salesforce Adapter only implementation. 232

233 + Expand Sites and Default Sites 13 to view the list of web applications. + For each of the web application in Table 18-7: AMC Web Applications above, select the web application. Then double click the Compression icon and verify the compression settings..net Performance Settings About.NET Performance Settings.NET performance settings are configured in the machine.config file. They control the overall performance of the.net framework, which provides the operating environment for Contact Canvas SOAP web services. Apply these settings to each.net machine.config file. + On a 32-bit version of Windows 2012 there are two machine.config files, one for each version of.net SOAP web services implemented:.net 2.0 and.net On a 64-bit versions of Windows 2012 there are four machine.config files, two for each.net version, one 32-bit configuration and one 64-bit configuration for.net 2.0 and.net 4.0. Table 18-8:.NET Framework machine.config File Locations shows the location of each file. Table 18-9: ProcessModel Parameters shows the machine.config section and parameters to configure. To apply these settings edit the machine.config file, search for the section name and apply the parameters in the section. Table z shows an excerpt for each.net machine.config section and highlights the new and modified parameters. 13 The default IIS implementation places all AMC web applications under Default Sites. If a custom site is used for this implementation, navigate to the site with the AMC web applications. 233

234 Backup each machine.config file. Be sure to identify the.net framework version. Corruption or other damage to the machine.config file may disable.net operation on the CCS. Table 18-8:.NET Framework machine.config File Locations Directory.NET Version C:\Windows\Microsoft.NET\Framework\v \Config.NET bit C:\Windows\Microsoft.NET\Framework64\v \Config.NET bit C:\Windows\Microsoft.NET\Framework\v \Config.NET bit C:\Windows\Microsoft.NET\Framework64\v \Config.NET bit Editing the machine.config File. The machine.config file is an XML file. Edit it in an XML or text editor. XML files use angle bracket tags <>. XML tag formatting rules: + XML files are divided into section and entry tags. + Section tags are paried. There is a start section tag with the section name in angle brackers <>, and an end section tag with a forward slash after the first angle bracker </ >. + Entry tags are contained within a single angle bracket pair with a terminating forward slash before the right-angle bracker < />. + Tags may continue across two or more lines. + Each XML tag consists of a case-sensitive name. + Tags may include one or more space delimited parameters in the form key= value. + The parameter key is plain text (no quotes); the value must be in quotes. + There are no spaces within a key= value parameter pair. + Key= value parameter pairs are separated by one or more spaces. Examples XML tags: + Start section tag <system.net> + End section tag </system.net> + Entry tag with one parameter <processmodel autoconfig="true"/> + Entry tag with multiple parameters <processmodel maxworkerthreads= 370 maxiothreads= 370 minworkerthreads= 50 miniothreads= 50 /> The machine.config file is divided into sections, sub-sections, and entries. 234

235 Each section is a schema which configures a different.net component. The.NET performance settings modify two schemas, the Web Settings Schema <system.web> and the Network Settings Schema <system.net>. Sub-sections divide a schema. Each entry configures a.net setting with one or more parameters. Step-by-Step Settings Instructions Step 1: Edit the machine.config file. + Navigate to the machine.config directory (see Table 18-8:.NET Framework machine.config File Locations). + Backup the machine.config file: copy it to an archive directory. Be sure to identify which.net version the file configures. + Open the machine.config file in an XML or text editor. Step 2: Change the processmodel settings. + Go to the system.web section. (Search on <system.web>.) + Edit the processmodel entry. Replace the entry with the parameters in Table 18-9: ProcessModel Parameters NOTE: The default process model entry is <processmodel autoconfig="true"/>. Replace the autoconfig parameter. Table 18-9: ProcessModel Parameters Parameter Value <processmodel maxworkerthreads= 370 maxiothreads= 370 minworkerthreads= 50 miniothreads= 50 /> maxworkerthreads Maximum worker threads per CPU. 370 maxiothreads Maximum IO threads per CPU. 370 minworkerthreads Minimum worker threads per CPU 50 miniothreads Minimum IO threads per CPU 50 Step 3: Set the httpruntime setting. + Within the system.web section, edit (or add) the httpruntime entry. Set the parameters as listed in Table 18-10: httpruntime Parameters. 235

236 Note: the httpruntime entry is not present in the default machine.config. Enter it immediately after the ProcessModel entry. Table 18-10: httpruntime Parameters Parameter Value Six: <httpruntime minfreethreads= 540 minlocalrequestfreethreads=480 /> Eight: <httpruntime minfreethreads= 720 minlocalrequestfreethreads= 640 /> Ten: <httpruntime minfreethreads= 900 minlocalrequestfreethreads= 800 /> minfreethreads Minimum free threads of execution for new web service requests. 90 for each CPU (multiply 90 by the number of core equivalents for the Adapter Server). Six cores 540 Eight cores 720 Ten cores 900 minlocalrequestfreethreads Minimum free threads of execution for new local host (server) web service requests. 80 for each CPU (multiply 80 by the number of core equivalents for the Adapter Server). Six cores 480 Eight cores 640 Ten cores 800 Step 4: Enter the system.net address settings. + Navigate to the system.net settings (search on <system.net>). Add it at the end of the file (before the </Configuration >) if it is not present. + Find the <connectionmanagement> sub-section. Add it if it is not present. + Add the address entry with maxconnection setting. + See Table 18-11: System.net Section Entry for complete entry parameters. Table 18-11: System.net Section Entry System.net Section <system.net> <connectionmanagement> <add address= * maxconnection=[ 200 * #CPUcore ] /> </connectionmanagement> </system.net> NOTE: maxconnection is based on the number of cores, CPU equivalents. Six: <add address= * maxconnection= 1200 /> Eight: <add address= * maxconnection= 1600 /> Ten: <add address= * maxconnection= 2000 /> Address IP addresses to apply settings * Apply to all addresses. 236

237 maxconnection Maximum connections 200 for each CPU (multiply 90 by the number of core equivalents for the Adapter Server). Six: maxconnection= 1200 Eight: maxconnection= 1600 Ten: maxconnection= 2000 Step 6: Save the machine.config changes. NOTE: After modifying all machine.config settings, re-start IIS. These changes do not take effect until after the web service restarts. Log File Purge Script The adapter web services can generate large IIS log files. Over time, log files can grow until they consume all available disk space, causing applications or web services to fail ( crash ). These configurations optimize disk space by purging older IIS, Contact Canvas and Adapter log files. Follow Microsoft recommended practices to clean up log files. These can be found at this link: Managing IIS Log File Storage. Microsoft presents four recommendations for managing log files: + Compress the log files folder this reduces log files to two percent (2%) of their uncompressed size. + Place Log Files on a Remote Server. + Create a log file delete script, and run it as a scheduled task. + Use the IIS log cleaner utility to purge old log filles. All customers should follow the directions in Managing IIS Log File Storage to create a log file delete script or use the IIS log cleaner utility. It would also be a good idea to compress the log file folder. 237

238 19. APPENDIX H SERVER PROFILE TEMPLATES The table below lists the supported Server Profile Templates. There are no template changes required for the adapter. The voice driver must be configured to connect with the contact channel. + AACC SOAP Avaya Aura Contact Center + AES SOAP Avaya Enablement Services + AIC SOAP Avaya Interaction Center + ASPECT ECS SOAP Aspect Enterprise Contact Server / Contact Server + ASPECT UIP SOAP Aspect Unified IP + CISCO ICM SOAP Cisco UCCE configured for alternate PGs. + CISCO UCCE SOAP Cisco Unified Contact Center Enterprise + CISCO UCCX SOAP Cisco Unified Contact Center Express + TAPI SOAP TAPI supports Avaya IP Office and Cisco UCCE 238

239 20. APPENDIX I SALESFORCE ADAPTER FAIL OVER Overview This section explains the AMC Salesforce Open CTI Adapter support for Salesforce connection failover on login. When an alternate Salesforce Adapter Server is configured in the Salesforce Call Center Record, the softphone fails over to the alternate server if it cannot connect with the primary adapter server. If users are working in the AMC softphone when the connection to the primary adapter server is lost, they must log back into Salesforce to connect with the alternate server. On login, their AMC Salesforce session is re-established with full call and ACD session state. Users who were on a call will recover the full call state and information but may lose call duration. How Connection Fail Over Works The User Experience + Users logging in to start their Salesforce session will not notice any change. The connection fails over seemlessly and automatically to the alternate adapter server if the primary server connection fails when users log into Salesforce. + If users are working within the AMC softphone when the adapter connection is lost, they must log out of Salesforce and then back into Salesforce.. + After logging into Salesforce, the phone session state is re-established. If the user was on a call the call state and all call information will be displayed. NOTE: See Voice Driver Support for information on specific channel support. + If the CCS connection is lost, the phone conversation with the customer will not be lost. Users will still be able to talk to their customer: they will not lose the voice part of the phone call. Only call control and call information in the AMC softphone are lost temporarily during login. NOTE: Aspect UIP will drop calls when users re-login into the Adapter softphone. Aspect UIP users should complete their customer phone call before logging back into Salesforce. The Technical Details + When a Contact Canvas user logs into Salesforce, Salesforce Open CTI reads their assigned call center configuration from the Call Center Record. + Salesforce uses the adapter URL to connect with the adapter server and display the sofpthone login view. + The connection may be lost due to a network outage, due to a server failure or an adapter web service failure for example if the application pool failed or IIS failed. 239

240 + If the connection to the primary adapter server fails, Salesforce uses the standby adapter URL to connect with the alternate adapter server. + On connection the AMC Adapter automatically re-establishes the user session and recovers the session state. + Users who are already logged into the AMC softphone must log back into Salesforce because the connection to the adapter server is established by Salesforce when the user logs into Salesforce. Once the connection is established Salesforce maintains the connection throughout the user s Salesforce session. By logging out and back in the user establishes a new Salesforce session, and Salesforce seemlessly and automatically connects with the alternate adapter server + Salesforce always attempts to connect with the primary adapter server first. Once the adapter server is restored, the next time users log into Salesforce they will connect with the primary. Configuration Contact Canvas Configuration This feature requires a second hot standby Contact Canvas Server with backup server licenses. Config1ure hot standby Contact Canvas server to match the primary server. Salesforce Call Center Record Configuration Configure Salesforce connection failover in the Call Center Record. This is included in the managed package. A new field has been added to the Call Center Record: CTI Standby AdapterURL. Enter the fully qualified domain name (FQDN) of the alternate Salesforce Adapter Server. Creating the Call Center Record To add connection failover, import the new Call Center XML into Salesforce. Then configure the Call Center Record. (See the Salesforce Open CTI Implementation Guide for configuration instructions.) Follow these steps to import the new record format and create a new Call Center Record: + Navigate to the Salesforce Administration All Call Centers management page: + Select Setup from the Salesforce menu bar. + On the left side Salesforce setup navigation bar select Customize Call Center Call Centers. + Import the Call Center Record XML: + Click the Import button. + On the Call Center Import page, enter the full path to the Call Center Record XML file, or use the Browse button to select the file. 240

241 + Click Import to import the XML file. + Create and Configure the Call Center Record. + Edit the new Call Center Record. + Enter the settings for the Call Center Record configuration. + Enter the alternate server configuration setting to the CTI Standby AdapterURL setting. Note: Make sure a cloned call center includes the CTI Standby AdapterURL parameter. This parameter was added after the initial Adapter release, so it is not in some versions of the Managed Package. You may need to import the call center record XML file. Once you have imported the XML file and created the first Call Center Record, you may clone and edit this record for additional AMC Salesforce Call Centers. + Delete the old Call Center Record(s) if they are no longer used. + Assign users to the new call center record. Voice Driver Support This feature is supported for all voice drivers. However, in testing AMC has determined that not all voice drivers are able to restore the full adapter softphone state on reconnection. Avaya AES Voice Driver Avaya Aura Contact Center Avaya Interaction Center (AIC) Avaya IP Office Aspect Unified IP Fully supported Fully supported Tests pending. Tests pending Call and Session State Recovery Active phone calls will be dropped on re-login to Salesforce and connection to the alternate adapter server. USERS MUST COMPLETE ANY ACTIVE CUSTOMER PHONE CALLS BEFORE LOGGING BACK INTO SALESFORCE. Aspect Contact Server Cisco UCM / TAPI Cisco UCCE Cisco UCCX Tests pending. Fully supported An active call is not recovered. Users will temporarily lose call control on login. + Users must complete any active call manually, using their desk phone or Cisco softphone. + Call control will resume for new calls. An active call is not recovered. Users will temporarily lose call control on login. + Users must complete any active call manually, using their desk phone or Cisco softphone. + Call control will resume for new calls. 241

242 21. APPENDIX J: HOW TO How to Identify a Server FQDN + To identify the FQDN for a server, navigate to the server and open an elevated command prompt (run as Administrator). + From the command prompt, run this command: ping a <ip address>. Where <ip address> is the IP address of the server, for example the CCS server. This returns a ping result that lists the FQDN name at the top: Figure 42: How to Identify FQDN FQDN How to Backup the Registry Before making any changes to the registry, it must be backed up. Corrupting or otherwise misconfiguring the registry can disable the Windows operating system, roles, features, or applications. + Open a Command Prompt as Administrator. + Launch regedit to open and edit the registry. + From the Regedit menu, select File Export to export the current registry. + Step 4: Specify Export type (ALL) and the file name and location. 242

243 + Under Export Range specify ALL (otherwise this will only save one branch of the registry). + Browse to the save directory, enter the file name and click Save How to Configure Browser User Authentication Settings User Authentication Login browser settings determine how users are Domain Integrated users are authenticated by the IIS. These are configured in Microsoft Internet Explorer. Step One: Navigate to the User Authentication Login browser settings. + Open Internet Explorer. + Select Tools from the main menu, and then select Internet Options from the sub-menu. 243

244 + This opens the Internet Options dialog. On this dialog, select the Security tab. + Select the appropriate internet zone to configure. Most integrations will either be Local Internet or Trusted Internet. + Click the Custom Level, which configures individual settings. + This opens a second dialog used to configure individual custom browser parameters. Scroll to the bottom of this dialog and configure the User Authentication Login settings. This controls browser initiated user authentications. 244