AvayaCTIAdapterSalesforce.

com Integration InstallationandConfigurationGuide

DocumentChangeControl
Document Title Comments File Name [Link] REVISION HISTORY Rev 1.0 1.1 1.2 1.3 1.4 1.5 1.6 2.0 2.1 Type New Update Update Update Update Update Update Update Update Date 10/03/09 22/05/09 22/06/09 19/07/09 24/07/09 02/10/09 11/02/10 15/03/10 27/04/10 Author Mike West / Alexandre Melo Mike West Mike West Mike West Mike West Mike West Mike West Mike West Mike West Remarks Draft Version Update to Advanced Search Update for new config items Removed an old reference Added detail to New Reason Update for new config items. Even more config items. More config items. Softphone layout section added. More config items. Expanded the login screen examples. Added Firefox support. Icon menu. Listed config defaults. Enhanced call log config items. Installation and Configuration Guide

2.2 2.3

Update Update

25/05/10 22/07/10

Mike West Mike West

 2008 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avayas agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avayas standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: [Link] License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USERS ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE [Link] ("GENERAL LICENSE TERMS"). IFYOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Designated System(s) License (DS). End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose. Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Database License (DL). Customer may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is

installed communicate with no more than a single instance of the same database. CPU License (CP). End User may install and use each copy of the Software on a number of Servers up to the number indicated by Avaya provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. End User may not re-install or operate the Software on Server(s) with a larger performance capacity without Avayas prior consent and payment of an upgrade fee. Named User License (NU). Customer may: (i) install and use the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software. "Named User," means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avayas sole discretion, a "Named User" may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an e-mail or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Product. Shrinkwrap License (SR). With respect to Software that contains elements provided by third party suppliers, End User may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as "shrinkwrap" or "clickwrap" license accompanying or applicable to the Software ("Shrinkwrap License"). The text of the Shrinkwrap License will be available from Avaya upon End User's request (see .Third-party Components" for more information). Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: [Link] Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your companys behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-6432353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: [Link] Trademarks Avaya is a registered trademark of Avaya Inc. MultiVantage is a trademark of Avaya Inc. All non-Avaya trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: [Link] Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site: [Link]

TableofContents

AVAYACTIADAPTERINSTALLATION ............................................................................................ 5
Scope................................................................................................................................................................. 5 References......................................................................................................................................................... 5 Acronyms........................................................................................................................................................... 5

INSTALLATIONPREREQUISITES ...................................................................................................... 6 ENVIRONMENTCONFIGURATION.................................................................................................... 7

PreRequisitesCheckList .................................................................................................................................... 7 BeginningtheInstallation .................................................................................................................................. 8 FirefoxSupport .................................................................................................................................................10

CTIADAPTERCONFIGURATION .....................................................................................................11
AESSetup .........................................................................................................................................................11 SalesforceSetup ...............................................................................................................................................11 Import......................................................................................................................................................................13 Edit ..........................................................................................................................................................................13 ManageUsers..........................................................................................................................................................25 CustomActivityFields .............................................................................................................................................27 SoftphoneLayout ....................................................................................................................................................29 PersonalSetting ......................................................................................................................................................34

CTIADAPTERUSE ...............................................................................................................................35
Running ............................................................................................................................................................35 Login.................................................................................................................................................................36 Calls..................................................................................................................................................................39 CallLog .............................................................................................................................................................41

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

AvayaCTIAdapterInstallation

AvayaCTIAdapterInstallation
ThisdocumentwillprovidequalifiedAvayaassociatesandpartnerswiththeguidancetoinstalland [Link].

Scope
ThisdocumentcoversallelementsofinstallationandconfigurationfortheAvayaCTIdriverfor [Link].

References
[Link]

Acronyms
ACDAutomaticCallDistribution AESAvayaApplicationEnablementServer ANIAutomaticNumberIdentification(CallerID) [Link] CMAvayaCommunicationManager CTIComputerTelecommunicationIntegration DNISDialedNumberIdentificationService [Link] TSAPITelephonyServicesApplicationProgrammersInterface UUIUsertoUserInformation

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

InstallationPrerequisites
Thissectioncontainsproceduresthatmustbefollowedbeforeyoubegininstalling,configuring,and administeringthesoftware. [Link] [Link] [Link],[Link] interfaceandusetheAvayaCTIAdaptertointerfacewiththeswitch. Thisdocumentincludesapreinstallchecklistalongwithinstructionsoninstallationintoanyagent desktop.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

EnvironmentConfiguration
PreRequisitesCheckList
ThisdocumentassumesthattheApplicationEnablementServices(AES)serverhasalreadybeen installedandthataccesshasbeenprovidedbythecustomertotheserverandthataclientPCis [Link]. PreRequisite AESTSAPIClientmustbeavailable IPaddressofyourAESserverthatwillbeused NOTE:MakesurethatanypreviousversionoftheAvayaCTIAdapterisnotrunning. BeforeinstallingtheAvayaCTIAdapter,[Link] thatthelatestversionoftheTSAPIClient(currently4.2.1build338)[Link], [Link] [Link],andthencontinuethe [Link],alldefaultsmaybeselected. [Link],whichisstoredintheTSAPIClientinstall [Link],oreventuallyneedstobechanged,the [Link],itwillbenecessarytorestarttheadapter applicationtorereadthenewvalue(s). OncetheTSAPIClientisinstalled,[Link] [Link] shortcutintoyourProgramsmenu. [Link](eitherthroughtheinstall processoftheAESTSAPIClient,[Link]),thereisnoconfiguration thatneedstobedoneontheclientdesktop.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

BeginningtheInstallation
[Link] installerbysimplydoubleclickingintheinstallationwizardiconnamed [Link]. YouwillseetheWelcomeSetupscreenbelow:

InsertFigure01Welcomescreen

BeforestarttheinstallationselecttheBinFolderwherethedriverwillbelocated.

Figure02LocationofInstallationBinFolder CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 [Link], C:\ProgramFiles\Avaya\AvayaCTIAdapter4Salesforce\pathisset. TheNextbuttonwillsaythattheinstallerisreadytoinstallallcomponentsofthesolution.

Figure03Installerreadytostart

Atransitionscreenwillbeshowedwiththeprogressbarindicatingtheprogressoftheinstallation.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

Figure04TheinstallationComplete

ClickontheClosebuttontofinishtheinstallation

FirefoxSupport
ToenableFirefoxsupportfortheCTIAdapter,[Link] determinetheFirefoxrootdirectory,registertwoDLLs,andinvokeFirefoxtoregisteraplugin. Whenthefinalstepoccurs,[Link],and [Link],anytimeFirefoxisstarted,asmallversionofthe [Link] theapplicationwindow. [Link] [Link]. Now,theCTIAdaptercancommunicatewithFireFox.FireFoxmustbeversion3.5orgreaterforthis extensiontowork.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

10

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

CTIAdapterConfiguration
AESSetup
[Link] [Link] stationsthatwillbecontrolledbyaninstanceoftheCTIAdapter.(Alternatively,ratherthan individuallyenteringallofthestationstobeused,thesingleusercanbegivenunrestrictedstation controlrightsintheAES.) Inaddition,theTLink(whichisastringthatdefinesthelinkthattheCTIAdapterwillusetotalkto aspecificAESandCMcombination)[Link] [Link].

SalesforceSetup
AlongwiththeAvayaCTIAdaptersetupfile,[Link] [Link] callsthissiteinformationCallCenterConfiguration. [Link] [Link],itcanbeusedwhetheracallcenterisconfigured intheCommunicationManagerornot. Togetthetotheconfigurationscreens,firstclickontheSetupoptionshownbelow:

(Linkishighlightedbycursorhand.) [Link],asseries oflinksarepresentedinamenuasshownbelow:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

11

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

GounderAppSettings,andusethe+[Link] options,selectCallCentersasshownbythecursorhand. Oncethisisselected,[Link],a [Link],therewillbe nolistshown.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

12

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

Import
Tocreateanewcallcenterentry,clickontheImportbuttonshownabovebythecursorhand. Whenclicked,animportscreenwillbeshown:

UsetheBrowsebuttontosearchfortheXMLfileprovidedtoseedthecallcenterinformation. OncetheXMLfileisidentified,clickontheImportbutton.

Edit
AftertheXMLfileisimported,[Link] [Link] callcenterinformationisdisplayedinseveralportions,eachofwhichisdealtwithindividually below.(Theyareallpresentedonasinglescreen,butitistoolongtoshowinonepieceinthis document.)
CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

13

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 Inallcasesbelow,[Link] input,thenthatinputisignored,[Link]/Nstyle questions,[Link],casedoes matter. Inthecaseoflabels,ifnoentryismade,[Link] [Link],[Link] inonlythisCTIAdapter,[Link], [Link] itemthatisonlyinthisCTIAdapterwillbenotedinitsdescription. ThefirstsectionisGeneralInformation:

[Link] centeristobedefined,bothoftheseentriesmustbeuniquefromanyothercallcenterdefinition. Theotherthreefieldsshouldbeleftwiththeirdefaultvalues. ThenextsectionisCTIServerInformation:

HostAandHostBmustbevalidTLinks,[Link] [Link] totalktothesameCommunicationManager,[Link] thereisonlyoneAES,thenenterthesameTLinkinbothfields. AESUserandAESPwdfieldsaresettobetheAESCTIUsernameandPasswordvaluesconfigured fortheAdapterbackintheAESConfigurationsection. ThenextsectionisDialingOptions:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

14

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

ThesevaluesaresettothedialingconfigurationdeterminedfromtheCommunicationManager. ThenextsectionisCallCenter:

Thesevaluesdeterminetheprimarycharacteristicsofthesoftphone. [Link],theuserswillbeloggedinto [Link] [Link] specificAgentID,[Link] [Link],[Link],the usersdonotuseanACD,[Link] N. [Link] leastone,[Link] physicalstations.Thedefaultvalueis1. ReadyTypedefineswhethertheAdapterwilluseAutoIn(byenteringA)orManualIn(by enteringM)[Link].(Notethatthisonlyappliesif WrapupReasonEnabled[seebelow][Link],only ManualInwillbeused,overridingthedefaultvalue.) NotReadyEnableddefineswhethertheoptionforNotReadyisdisplayedinthedropdownlist.A [Link]. [Link] [Link].

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

15

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 AutoAnswerIncomingCallssetswhethertheincomingcallsareautomaticallyansweredbytheCTI [Link] [Link] autoanswerincomingcalls,itisimportanttolettheCTIAdapterdothis,ratherthanthe [Link] phoneinstantaneously,[Link] bytheCTIAdapter,enoughtimewillbegiventoallowthescreenpoptowork. ClicktoConferenceEnabledsetswhetherclickingaphonelinkinSalesforcewillcreatea [Link],andaphonelinkisclicked,anewcalwillbeplacedfromtheusers [Link],andthestationisonacall,ifaphonelinkisclickedaconferencewillbe [Link],theclickwillbeignoredany [Link]. ThenextsectionisCallLogSettings:

Thesesettingscontrolthebehaviorofthecalllog. [Link] thatcalllogsaresaved;[Link]. CallLogonIncompleteCallsdefineswhethercalllogsaresavedforunanswered(orabandoned) [Link];avalueofNmeansthatonlycompletedcall [Link] requirement. PreserveCallLogRelatedDataSelectiondefineshowthedefaultselectionofitemsrelatedtoacall [Link],thatobject isrelatedtothecalllogandisselectedasthedefaultobjectthatwillbeusedwhenthecallends [Link] [Link] browsed,[Link] [Link].
CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

16

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 [Link] ofYmeansthattheyarelinked,[Link] [Link] isarequirement. [Link],avalueof Ymeansthatthelinkedtask/[Link] meansthatthelinkedtask/[Link]. Notethatthisonlyaffectslinkedtask/[Link] [Link],ifLinkCallLogtoTaskissettoN,thisvalueisnotused. UseCustomCallLogFieldsspecifieswhetherapresetsetofcustomfieldsinthecalllogistobe [Link],Called,[Link] [Link] thesefieldsarepresentandtobeused;avalueofNmeansthatthesefieldsarenotdefinedand [Link] Ywithoutthefieldspresent,nocalllogswillbesaved. ThenextsectionisButtonSettings:

[Link] [Link]. [Link] [Link]. FirstNewButtonTypedefineswhetheraNewItembuttonisdisplayedwhenacallisactive,and [Link],Contact,Account,Task,Lead,and [Link],abuttonwillbeshown,andwhenclicked,thescreenneededto [Link], orifthefieldisleftblank,nobuttonwillbedisplayed.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

17

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 [Link],the [Link] [Link],andassuchthedefaultstringvalue [Link],itisveryimportantthatan appropriatestringintheinstalllanguagebeenteredinthisfield. [Link] andavailableoptionsarethesameastheFirstNewButtonType. [Link] isthesameastheFirstNewButtonLabel. [Link] availableoptionsarethesameastheFirstNewButtonType. [Link] thesameastheFirstNewButtonLabel. ThenextsectionisLabelsSettings:

MyReportLabelallowsforadifferentlabeltobeusedfortheDailyReportslink. [Link] fullURL,notapartialURL. LoginAgentNameallowsforadifferentlabeltobeshownontheloginscreenfortheAgent Namefield.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

18

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 LoginAgentPasswordallowsforadifferentlabeltobeshownontheloginscreenforthe [Link](twohyphencharacters)willpreventthePasswordfieldfrom [Link] field.(Thisisusefuliftheagentidshavenopasswordassignedtothem.) LoginExtensionallowsforadifferentlabeltobeshownontheloginscreenfortheExtension field. LoginQueueExtensionallowsforadifferentlabeltobeshownontheloginscreenforthe [Link] isthequeueextension(orhuntgroupextension)ofthesplitintowhichtheagentislogging. LoginAESUsernameallowsforadifferentlabeltobeshownontheloginscreenfortheCT Usernamefield. LoginAESPasswordallowsforadifferentlabeltobeshownontheloginscreenfortheCT Passwordfield. [Link], thedefaultvalueofReadyforCallswillbeused. [Link] empty,thedefaultvalueofNotReadyforCallswillbeused. NotReadyNewReasonLabelallowsforadifferentlabeltobeusedintheagentstatepulldown [Link],[Link] statesinthissection,NotReadyNewReasonisanAvayacustomfield,andassuchthedefault [Link],itisveryimportant thatanappropriatestringintheinstalllanguagebeenteredinthisfield.(Ifthedefaultstringsare usedintheotherentries,Salesforcewilltakecareofusingthecorrectlanguage.) [Link], thedefaultvalueofWrapUpwillbeused. [Link], thedefaultvalueofOnaCallwillbeused. [Link], thedefaultvalueofLogOutwillbeused. ThenextsectionisReasonCodesEnabled:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

19

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

Iftheparticularsetofreasoncodesistobeused,[Link],thenset [Link];theydonotneedtohavethe [Link]. IfoneoftheseissettoY,butnocorrespondingreasoncodesaredefined,thenthisvalueis ignored,[Link] leastonereasoncodemustbedefined. WrapupReasonCodesareusedwhenthecallendsandtheagententerstheWrapup([Link] work)[Link] valuegivenforthereasonissavedintheCallLogforthatcall.(Thenumberissimplytokeepthe possiblevaluesinorder.)IftheCallLogisnotbeingused([Link] N),thenWrapupReasonCodesmaynotbeused,astherewouldbenowheretostorethem. [Link] whentheusergoestoNotReady([Link]).LogoutandNotReadyReasonCodes [Link] [Link],thenLogoutand AUXreasoncodesarenotused,andthesevaluesareignored,andbothvaluesdefaulttoN. Onlythoseentrieswithtextsuppliedwillbepresentedtotheuser.(So,intheexamplebelowfor WrapupReasonCodes,onlyfiveoptionswouldbepresentedtotheuser.) Thenextthreesectionsprovideameanstogivedisplaymessagesforeachtypeofreasoncodeto beused. FirstaretheWrapupReasonCodesdescriptions:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

20

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 NextaretheLogoutReasonCodesdescriptions:

AndthirdaretheNotReadyReasonCodesdescriptions:

ThefinalsectionisScreenPop,wherethescreenpopbehaviorisconfigured:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

21

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 ScreenpopscanbegeneratedfromCallerIdentification(ANI),theinternalnumberusedtoenter thesystem(DNIS),CTIdatainformationprovidedbyanotherCTIenabledsystem(UUI),ordigits collectedfromvectorstepsintheCommunicationManager(Digits).Inallofthesecases,thevalue [Link] empty,thennomatchattemptismade.(ANIisaspecialcase.)Ifthefieldisfilled,thenthevalue receivedfromtheincomingcallwillbeusedtoattempttofindamatchinthespecifiedobject (table)[Link],forexample,intheimageabove,thefirstUUI fieldwillbematchedagainsttheAccountNumberfieldoftheAccountobjectintheSalesforce database. [Link], [Link],then alltransfersandconferenceswillautomaticallypopwhenthecallarrivesatthedestinationstation. IfthevalueissettoN,thenthedestinationstationwillnotreceiveapoponatransferor [Link],thenthepopontransferandconferencearedelayeduntilthe [Link],andthedefaultshouldbekeptunless thealternativebehaviorisknowntobeaspecificrequirement. NotethattheDsettingwillonlyworkproperlyiftransfersandconferencesaredonethroughthe [Link],the [Link],inthissetting,ifthecallisansweredpriortothe transfer(orconference)beingcompleted,[Link] ontheinformationlinkinthesoftphonetoupdatethemainscreen. [Link] [Link] nottobepoppedon,[Link], [Link], thenthesevalueshavenomeaning. Bydefault,[Link] [Link] [Link]. [Link],andanydigitsthatfollowwillbe usedtoobfuscatetheANI.(Ifnodigitsfollowthe,thentheANIwillbeobfuscatedwith 0000.)[Link] disabled,butbyobfuscatingtheANIvalue,[Link] characterschangetheformoftheANItosomethingthatcannotbematched. Ifthescreenpopshouldbecontrolledbasedonthenumberthecallerdialed,thenDNISisused.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

22

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 IfnumericdataiscollectedusingthepromptandcollectcapabilitiesoftheCommunication Manager,[Link],anadditionalprogramcalledVDN Monitorwillneedtobeusedandconfiguredtoallowforcollecteddigitstoreachtheagent stationandbereadablebyCTI. ShowDigitswilldetermineifthecollecteddigitsareshownregardlessofanymatchwhendoing [Link],thenanycollecteddigitsarealwaysshownasaninfofieldnomatter [Link],thenthedefaultdisplayisused,andthecollecteddigitswillonlybeseenwhen [Link]. IfthevalueofShowDigitsisY,thenDigitsLabelcontainsthestringthatisusedasthelabelfor [Link],sothisvaluemustbedefinedfor anyotherlanguageifShowDigitsisY. IfthecallcontainsCTIdatainformationthatisprovidedbyanotherCTIenabledsystem(for example,aninteractivevoiceresponsesystem),thenusetheUUIfields(UUI1,UUI2,andUUI3).CTI [Link],therecanbeextra datathatisnottobepoppedon,butneedstobeintheCTIdata.(TheUUIstringprovidedbythe callrecordisdividedupbythecharactersspecifiedinthepreviouslymentionedUUISeparatorand UUIData.) Examples(assumingtheUUISeparatoris|,andtheUUIDatais;): Thereissomedatatobepoppedon,followedbydatathatisnotusedforapop: N32B877692;Forsomethingelse Twoseparatepiecesofdataforapop: FirstData|SecondData Threeseparatepiecesofdataforapop,followedbydatathatisnotusedforapop: First|Second|Third;Extra Dataonlyshownasinfo,andnotusedforpop: ;DisplayData Onlyonevaluewithnodisplaydata: PopWithMe ShowUUIDatawilldetermineifthedisplayonlyportionoftheUUIstring(everythingthatoccurs afterthecharacterspecifiedinUUIData)[Link],thenitis [Link],[Link],itisexpectedthattheUUIDatawould
CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

23

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 [Link],therecouldbecaseswhereaconfigurationisdesiredsuchthattheUUI Dataisnotshown,anditwillbeusedbysomethinglaterinthecallchainafterthecallleavesthe [Link]. ShowFullUUIwilldetermineifthefullUUIstringisshownregardlessofanymatchwhendoingthe [Link],[Link] settoN,thenthefullUUIisnotshow,andonlytheelementsoftheUUIthathaveachieved [Link]. IfthevalueofShowFullUUIisY,thenUUILabelcontainsthestringthatisusedasthelabelfor [Link],sothisvaluemustbedefinedforany otherlanguageifShowFullUUIisY. ThelasttwoitemsintheScreenPopsectionareAdvancedSearchURLandAdvancedSearch [Link],thentheanyconfigurednormalsearchisperformed,and theseparametersareignored.(Havingavalueinthesecondmeansnothingifthereisnovaluein thefirstofthetwo.) Ifthefirstfieldisset,thenthenormalsearchesarenotperformed,andinsteadanadvancedsearch [Link]:

Anexamplewouldbe: apex/CTIPagePop [Link] optionsthatcanbeused:A(ANI),D(DNIS),C(CollectedDigits),U1(firstUUIfield),U2(secondUUI field),andU3(thirdUUIfield).Tosetthefield,simplylistthedesiredelementslistedabove,each separatedbyacomma. ThedesignateddatawillbepassedontotheURLsothatitcanbehandledbythisadvancedsearch, [Link]. AssumingonlythefirsttwoUUIfieldsareused,theresultantformwouldlooklike: ?U1=12&U2=1234 ThatmeansthefullURLwouldenduplookinglike: apex/CTIPagePop?U1=12&U2=1234 Notethatthefulllistwillbeprovidedateverycall,[Link],thepagethatthe URLinvokesneedstoexpectallofthespecifiedparameterstobesenteverytime,anditneedsto CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010 24

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 [Link],iftheonlyvaluepresentforaparticularcallisthe firstUUIfield,theURLwouldlooklike: apex/CustomerCTIPagePop?U1=12&U2= Finally,oncealloftheconfigurationdatahasbeenconfigured,clickontheSavebuttontosave thedata.

ManageUsers
Next,[Link] andsaved,[Link]. Scrollallthewaytothebottomofthecallcenterdefinition,andanewsectionwillbeseen:

Tomanagetheusers,[Link] configureduserswillbedisplayed:

Toaddmoreusers(oraddthefirstusersiftheabovelistisempty),clickontheAddMoreUsers [Link] manner:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

25

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

Setanydesiredparameters(orleavethemallunchangedforadefaultglobalsearch)andclickon [Link]:

[Link],theusermustfirstbe removedfromthecurrentcallcenterassignment,[Link] userbesearchforandsubsequentlyaddedtothenewcallcenter. CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010 26

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 Selecttheuserstoaddtothecallcenter:

AndclicktheAddtoCallCenterbutton. Whentheusersareadded,thedisplayisreturnedtotheuserlist,withthenewlyaddedusers included:

Nowthecallcenterisfullydefined,andhasusersassignedtoit.

CustomActivityFields
Ifthecustomfieldsareusedinthecalllog,theymustbedefinedintheSalesforceconfiguration. Thesecustomfieldswillstorecommoncallrelatedfieldsthatarenotnormallysavedinthecalllog. ThosefieldsareCaller,Called,[Link] (alsoknownasANI).TheCalledfieldcontainsthecalledpartofthecall(alsoknownasDNIS). TheUCIDfieldistheAvayaUniversalCallIDwhichisavaluethatuniquelyidentifiesthecallinthe AvayaCommunicationManagerovertimeandisoftenusedforreportingpurposes. Gobacktotheseriesoflinksinthemenuthatisshownontheleftsideofthescreen:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

27

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

GounderAppSettings,andusethe+[Link] Fields,whichistowardsthebottomofthesection. Oncethisisselected,[Link] [Link] [Link] arecreated,youwillseethemwhenthelistingscreenisrefreshed:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

28

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

[Link],the attemptstosavethevalueswillfail,andnocalllogswillbesaved.

SoftphoneLayout
[Link] dataelementsareshown,whatdataelementsareretrievedonadefaultANIsearch,andhowdata isoperatedonwithdifferentsearchresults. Gobacktotheseriesoflinksinthemenuthatisshownontheleftsideofthescreen:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

29

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

GounderAppSettings,andusethe+boxtoexpandCallCenter(ifitisntstillexpanded).This time,selectSoftPhoneLayouts,whichisbelowCallCentersthatwejustfinishedusing. Oncethisisselected,[Link] below,[Link] time,therewillonlybethestandardsoftphonelayout.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

30

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 [Link] forthissoftphonelayout:

[Link] [Link] controlswhatSalesforcedatabaseobjectswillbedisplayonasuccessfulscreenpop,andwhat [Link] featuresprovidedinthelatestversionoftheCTIAdapter. Thebasiccalldetailfieldsthataretoalwaysbedisplayedforacallareconfiguredinthefirstpiece. Thedefaultshouldalwaysbeused,astheothertwodataelementsthatcanbeconfiguredarenot usedbytheAvayaCTIAdapter. TheSalesforceobjecttobesearchedanddisplayedonscreenpopsisalsodefinedforthe [Link],alistoffieldstodisplayis [Link],theoptionsfortheContactobjectareshownbelow:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

31

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

Inthiscase,[Link],anyoftheotherfieldsinthe Contactobjectcanbeselectedandshown,too. TheScreenPopSettingsallowmoredefinitioninhowscreenpopsareshown.

[Link] window,oritcanpopintoanewbrowsertab.(Ifthebrowserbeinguseddoesnotsupporttabs,it canpopintoanewbrowserwindowinstead.)

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

32

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

[Link] nopopatall,topoptoanewSalesforceobject([Link]),ortopoptoaVisualForcepage.

[Link],pop intothedetailpage,orpoptoaVisualForcepage.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

33

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 [Link] notpopatall,poptoasearchpage,orpoptoaVisualForcepage. ThelastthreeoptionsallowforconfiguringadifferentVisualForcepageforeachofthethree [Link],aVisualForcepagecouldbeusedforonlyasinglecondition,andnotfortheothers. [Link] alwaysuseasingleVisualForcepageinallcases,andwillbeusedinsteadofthenormalpop [Link],italsoprovidesagreateramountofflexibilityinpassingthedatatoit.

PersonalSetting
[Link] these,usethesameSetupmenubarasshownabove,butgointothePersonalSetupportion:

ClickingonMySoftPhoneSettingswillbringuptheoptionsavailableforuserstoset:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

34

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 Ifthefirstboxischecked,aftertheusersuccessfullylogsin,theuserwillbeautomaticallylogged intothesoftphoneusingthesamesettingseachtime. [Link] matchedrecordisnotautomaticallypopped,anymatchedrecordsarealwayspresentedasalink [Link].

CTIAdapterUse
Running
TousetheAvayaCTIAdapter,[Link] bedonemanuallybyusingtheshortcutprovidedintheWindowsStartmenu,orbycopyingthe [Link],itsiconwillappearintheWindowssystemtray.

Whenrunning,rightclickingontheiconintheWindowssystemtraywillbringupasmallcontext menu.

ThismenuallowsthemanualterminationoftheCTIAdapter(usingtheExitmenuoption), showingversioninginformation,andsettingthelogginglevelsandthelocationofthelogfiles.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

35

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

Bydefault,[Link] somewhereelse,[Link],however,toleavethemin theinstallationdirectory. [Link] [Link] leveltoHighwillcausethelogfiletogrowveryquickly. OncetheCTIAdapterisrunningonthedesktop,itisavailableforusewiththeSalesforce [Link],[Link] in,thesoftphoneapplicationwillbeseenstartingup.

Login
Afterafewmoments,[Link], thentheloginscreenwillaskforthreepiecesofinformation:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

36

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

AgentIDisthenumericIDusedtologtheagentintotheACD,andPasswordisthenumeric [Link] [Link],thentheuserisloggedinasifthereisnocallcenter. Ifconfiguredforabasiccallcenter,anadditionalpieceofinformationisdisplayed:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3 July2010

37

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3 Withabasiccallcenter,[Link] [Link];multisplitloginsarenot supportedbytheCTIAdapter. [Link] couldbeblank,dependingonwhetheraBCMSIDisdefined,oriftheBCMSIDhasapassword specified. Whereas,ifthisisnotinacallcenter,onlyonepieceofinformationwillberequired:

Extensionistheextensionnumberofthephysicalstationatwhichtheuserwillreceivetheircalls. Thisistrueregardlessofwhatloginscreenispresentedtotheuser. Finally,iftheCTUsernameandPasswordarenotdefinedintheCallCenterdefinition,theuserwill bepromptedtoprovidethosepiecesofinformationontheloginscreen:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

38

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

InthiscaseCTUsernameistheusernameusedtoauthenticateagainsttheAES,andCTPasswordis [Link],but theycanbeusedwithanyoftheabovepossiblelogindialogs. Oncetheuserlogsin,theywillseethesoftphoneinitsidlestate:

Calls
Whenacallcomesin,thesoftphonewillshowthecallingparty,andallowthecalltobeanswered:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

39

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

Ifanswered,thesoftphonewillchangetoallowforfurthercontrolofthenowconnectedcall:

Iftheincomingcallgetsamatch,thenthematchinginformationisshowninthesoftphone:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

40

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

Inthiscase,[Link] clickable,andthenamecanbeclickedtodisplaythematchingcontact.(Thisisonlynecessaryifthe [Link] automaticallypopuniquematches,thecontactwillalreadybepresentedtotheuser.)

CallLog
Wheneveracallhasbeencompleted,theCallLoginformationisdisplayedaspartofthesoftphone:

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

41

AvayaCTIAdapterforSalesforce.comInstallationandConfigurationGuide2.3

Thelastobjectviewduringthiscallwillbesavedasanassociatedrecordforthecallinthecalllog. Also,thereisacommentareawheretheusercanenterfreeformtextforthiscall.

CTIAdapterforSalesforceInstallationandConfigurationGuide2.3

July2010

42