Contactual CTI connect for Salesforce CRM - Packet8

Transcription

I NSTALLATION AND C ONFIGURATION G UIDE
C ONTACTUAL CTI CONNECT FOR S ALESFORCE CRM
V E R SI O N
PROPRIETARY
6.6
AND CONFIDENTIAL
8x8, Inc
Installation and Configuration Guide - Contactual CTI connect for Salesforce CRM
Contents
CONTENTS ......................................................................................................................................... 2
ABOUT THE DOCUMENT .................................................................................................................... 3
INTENDED AUDIENCE.................................................................................................................................. 3
SKILLS REQUIRED ....................................................................................................................................... 3
NOTATIONS USED IN THIS DOCUMENT ........................................................................................................... 3
ACRONYMS ........................................................................................................................................ 4
APPLICATION OVERVIEW ................................................................................................................... 4
SOLUTION OVERVIEW................................................................................................................................. 4
SYSTEM ARCHITECTURE ..................................................................................................................... 5
INSTALLING CONTACTUAL CTI CONNECT ............................................................................................ 6
PREREQUISITES ......................................................................................................................................... 6
INSTALLATION PROCEDURE .......................................................................................................................... 6
CONFIGURING THE CALL CENTER DEFINITION FILE ............................................................................................ 8
DEFINING CONTACTUAL TENANT & SCREEN POP ATTRIBUTES .......................................................................... 10
ADDING CALL CENTER USERS ..................................................................................................................... 12
VERSIONS OF THE CONTACTUAL CTI CONNECT .............................................................................................. 13
ADDING FIREFOX SUPPORT TO THE CONTACTUAL CTI CONNECT ....................................................................... 14
LOG FILES .............................................................................................................................................. 15
UNINSTALLING CONTACTUAL CTI CONNECT ..................................................................................... 17
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About the Document
Contactual provides CTI api based integration with Salesforce CRM. This is offered under the
name of “Contactual CTI Connect for Salesforce CRM”*.
This Contactual CTI Connect for Salesforce CRM installation manual explains how to install,
configure and troubleshoot the Contactual CTI Connect for Salesforce CRM. This document
is designed to help the reader find information about how, when, and why to perform specific
tasks.
‘* As an administrator during setup, you may see references to a SFDC Connector,
OCCCTI, or CTI Connector as alternate names used in this document and installation
steps. These are equivalent terms for the Contactual CTI Connect for Salesforce CRM.
Intended Audience
This document is targeted at system administrators and technical personnel involved in the
installation and maintenance of the Contactual CTI Connect for Salesforce CRM.
Skills Required
The people administering these applications are expected to possess the following:
 Knowledge of Windows Operating system
 Knowledge of Contactual OCC
 Knowledge of basic call center functionality
 Knowledge of Salesforce CRM
Notations Used in this document
Symbol/Typography
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Description
 Note
Represents any important description that
calls for attention or emphasizes any point
that needs to be taken care of.
Caution
Indicates serious implications if the
specified instruction is not adhered to.
Courier New 10 Bold
Italics within single
quotes
Represents command, file names
Arial 10 Bold
Represents Keys, buttons, and field names
Pointer
Represents results of an action performed.
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Acronyms
Acronym
SFDC
Expansion
Salesforce dot com
ANI
Automatic number identification
AUX
Auxiliary (or non available)
OCC
Contactual OnDemand Contact Center
Application Overview
Solution Overview
The Contactual CTI Connect pre-integrates Contactual OnDemand Contact Center with
Salesforce CRM.
The Contactual CTI Connect, when installed, provides the following functionality:
•
•
•
•
Agent login, logout
Updates to agent status and transaction codes
Integrated softphone features like make call, answer, hold, transfer, etc.
Screen Pop based on
o ANI
o Key Value Pair
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System Architecture
The system architecture is as shown. The flow is detailed:
1. Agents logs in to the Salesforce CRM.
2. CTI Connect initializes and establishes the connection with Contactual OCC.
3. Once the initialization is complete, sends the login message to Contactual OCC.
4. CTI Connect receives call events from Contactual OCC and passes it on to update the
Salesforce browser display.
5. In an incoming call event, CTI Connect passes the ANI or a Key Value Pair to Salesforce
CRM for screen pop.
6. Contactual allows the agent to enter a transaction code when the call ends. Similarly,
Contactual allows the agent to update their work status (availability etc).
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Installing Contactual CTI Connect
Prerequisites
You should have been provided or have access to the Contactual CTI Connect software.
Contactual CTI Connect must be installed in each agent computer.
Each agent computer should have Windows XP or Windows 7 and should have .NET
framework 3.5 or above installed.
Ensure that the following login IDs are available before starting the installation
1. Salesforce CRM logins
2. Contactual OCC User IDs
Installation Procedure
Follow the steps listed below to install the Contactual CTI Connect for Salesforce CRM.
1. Double click the installer file, SFDCConnector.msi to commence installation.
2. The welcome screen pops up as shown in Figure 1. Click Next. And read the License
Agreement. Select I Agree. Click Next.
Figure 1
Welcome Screen & License Agreement
3. From Figure 2, Click the Browse button and select a location to install the Contactual CTI
Connect. Click Next.
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Figure 2
Select Installation Folder
Select the Just me radio button to ensure that third-parties do not log on.
4. As shown in Figure 3, click Next to continue installation.
Figure 3
Confirmation Screen
5. Completion of the installation is indicated as shown in Figure 4. Click Close to complete
installation.
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Figure 4
Installation Complete
As in Figure 4, please check and install any updates to .NET Framework.
Installation of the connector is complete. Follow the steps given in the next section to
configure CTI Connect.
Configuring the Call Center Definition file
CTI Connect, after installation, has to be integrated with the Call Center Definition file.
To integrate the CTI Connect with the Contactual OCC, follow the steps given below.
1. Login to Salesforce.com as an administrator.
The application works on Internet Explorer 6.0 and higher or Mozilla Firefox 3.5 or
higher.
2. Click on the Setup link,
3. Select highlighted App Setup -> Customize -> Call Center -> Call Centers. Click
Continue, if prompted to. Click Import.
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Figure 5
Call Center Setup
4. Click Browse as highlighted below
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Figure 6
Call Center File Browse
Figure 7
Import Call Center File
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5. Choose the xml file OCCCTICallCenter. This is available in the path where the
Contactual CTI Connect is installed. The default path is C:\Program
Files\Contactual\SFDC Connector.
6. Click Open as highlighted to complete import of the Call Center File.
Upon successful import you can view and edit this configuration as below OCCCTI 1.0.
Defining Contactual Tenant & Screen Pop Attributes
The call center definition file has the Contactual URL, Tenant name and screen pop search
field set to the Calling phone number.
First Edit the Call Center File information with your specific Contactual URL and Tenant Name
In the prior image above, Click Edit, of the OCCCTI 1.0 Name. Your view should show as
below.
Edit the entries in WebRequestURL and Tenant Name field highlighted above to reflect your
specific Contactual logon URL and Tenant name.
1. First edit the WebRequestURL field with your correct Contactual Tenant URL
o If your Contactual Tenant url has www.mycontactual.com the entry in the
WebRequestURL must be https://www.mycontactual.com/AGUI/jabbind.php?
o If your Contactual Tenant url has na2.mycontactual.com the entry in the
WebRequest URL must be https://na2.mycontactual.com/AGUI/jabbind.php?
o If your Contactual Tenant url has na3.mycontactual.com the entry in the
WebRequest URL must be https://na3.mycontactual.com/AGUI/jabbind.php?
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o
o
If your Contactual Tenant url has my.mycontactual.ca the entry in the
WebRequest URL must be https://my.mycontactual.ca/AGUI/jabbind.php?
If your Contactual Tenant url has my.mycontactual.co.uk the entry in the
WebRequest URL must be https://my.mycontactual.co.uk/AGUI/jabbind.php?
2. Edit the Tenant Name field to show “tenant=yourtenantname”, with your correct
tenant name. Note this field is case sensitive.
Next, to change search field for the screen pop, follow the steps below.
1. To enable the screen pop search based on a key value pair, enter TRUE in the Enable
Custom Search field.
2. Provide the search field in the ScreenPop Search Field.
callingName (case-sensitive) is the value that is passed by Contactual in the
incoming call event.
Contact.Phone indicates that the screen pop data for value in the CallingName will
be queried from the Phone field in the Contact table.
3. Change the ScreenPop Search Field to the desired value
To disable the custom search, enter FALSE in the “Enable custom search”. If this is
set to FALSE, the connector will display the screen pop based on the ANI.
4. Navigate to the Custom Buttons Configuration section to configure the buttons that an
agent will see when on a call. For example, you may require an agent to create a contact,
create an account, or create a case. You have to configure three buttons to Create
Contact, Create Account, and Create Case.
Figure 8
Custom Buttons Configuration
5. Type TRUE in Enable Custom Buttons field.
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Only if you type TRUE in this field will the buttons be displayed for the agent to act
upon.
6. Type a name for the button in the Button1 Label field. The example shown here is
Create Contact.
7. Type the url where the button is located in the Button1 url field. The sample url given
here is https://www.salesforce.com/003/e. Your url for these button images may be
different tied to your Salesforce.com platform location
8. Type the prepopulated fields for the button in the Button1 Prepopulated Fields. This is
case-sensitive. The example given here is con10=callingName.
9. Repeat Steps 7–9 for other buttons you need to configure.
10. Click Save to retain your changes, lower in this same screen view.
Continue on in this same view in the Salesforce Setup OCCCTI 1.0 Call Center to Add and
Manage Call Center Users. Scroll down to the lower portion of this view.
Adding Call Center Users
The next step is to add Call Center users to have access to this integrated solution. Follow
the steps to add a Call Center User.
Click Manage Call Center Users
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Figure 9
Add to Call Center
1. Add Users to the call center by Finding user with filers and clicking the Add to Call
Center button,
Versions of the Contactual CTI Connect
After the successful installation of the CTI Connect, the version can be checked at any time.
To check the version, follow the steps below.
1. Right click on the Salesforce icon in the system tray as highlighted. Click About.
Figure 10
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Version Check
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2. The version of the Call Center Edition and the Browser Connector is displayed. Click OK
to close the window showing the version.
Figure 11
Version Display
Adding Firefox Support to the Contactual CTI Connect
The installation and configuration steps seen thus far are adequate to ensure that Salesforce
CRM works on Internet Explorer. However, if the Salesforce CRM application is to be used on
Mozilla Firefox, the application has to be configured to work on Firefox.
A batch file is provided with the Contactual CTI Connect installer. Run this batch file to enable
use of the CTI Connect on Mozilla Firefox. Follow the steps below to run the batch file.
1. Open the SFDC-Firefox.bat file using an editor like Notepad, as shown.
Figure 12
SFDC-Firefox.bat opened with Notepad
2. Check the path where Firefox is installed. This is highlighted in red in Figure 28. Change
the path if necessary.
3. Check the path where the CTI Connect is installed. This is highlighted in green in Figure
28. Change the path if necessary.
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4. Click Save to save the changes made, if any.
5. Navigate to the folder where the batch file is saved and double click on the file. The batch
file is executed and you may now use the application through the Mozilla Firefox browser.
Log Files
Like any other application, Salesforce CRM also writes log files. Log files are important to
indicate all the activity taking place on the application. Over time, the log files become large
due to activity data being appended every time the application is used. These log files have to
be purged from time to time to ensure optimal system performance and disk space.
By default the connector writes log files in the path C:\Contactual\Log.txt; to change this path
and to specify the purge settings for the log file, follow the steps below.
Figure 13
SalesforceCTI.exe.config Opened With Notepad
1. Open the SalesforceCTI.exe.config available in the path where the Contactual CTI
Connect has been installed, using an editor like Notepad. This is shown below. The
contents of this file are also reproduced below:
<?xml version="1.0" encoding="utf-8"?>
<configuration>
<configSections>
<section name="log4net" type="log4net.Config.Log4NetConfigurationSectionHandler,
log4net" />
</configSections>
<appSettings>
</appSettings>
<log4net>

<appender name="RollingLogFileAppender"
type="log4net.Appender.RollingFileAppender">

<file value="C:\Contactual\Log.txt" />
<appendToFile value="true" />
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<rollingStyle value="Composite" />
<datePattern value="yyyyMMdd" />
<maxSizeRollBackups value="10" />
<maximumFileSize value="2MB" />
<layout type="log4net.Layout.PatternLayout">
<conversionPattern value="%d %-5p - %m%n" />
</layout>
</appender>

<root>

<level value="DEBUG" />
<appender-ref ref="RollingLogFileAppender" />
</root>
</log4net>
</configuration>
2. The settings shown in red above define that
•
the logs will be written in the path C:\Contactual\Log.txt,
•
the log files will be rolled every day or if the file size reaches 2MB, and
•
the maximum number of files that will be backed up are 10.
3. The log levels supported are ERROR, DEBUG, and INFO.
It is recommended that the log level be set to ERROR in the production environment.
4. Parameters shown in red above can be changed; save the file after changing the
parameters to the desired values.
If you make any changes to the SalesforceCTI.exe.config xml file, make sure you log
out of the application and close the exe file running in the system tray. Double click
the Salesforce icon the desktop and login again using the Salesforce url – this
ensures that the changes made in the config file take effect.
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Uninstalling Contactual CTI Connect
Figure 14
Uninstalling the Contactual CTI Connect Application
1. To uninstall the application, navigate to Control Panel -> Add/Remove Programs.
2. Right click on Contactual SFDC Connector. Select Uninstall.
This will uninstall all the Contactual CTI Connect application files.
© 2011 Contactual Inc | Now part of 8x8, Inc. - 810, W. Maude Avenue, Sunnyvale, CA - 94085 - USA
www.8x8.com/contactual Sales: 1-877-725-2621 Support: 1-866-975-2273 [email protected]

Contactual CTI connect for Salesforce CRM - Packet8

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