STARFACE Salesforce
Connector
USER MANUAL
This document addresses users of STARFACE and Salesforce, and covers the appliance of the STARFACE Salesforce Connector.
Contents
1 Appliance ... 2
1.1 Starting CTI ... 2
1.2 Dialing ... 4
1.2.1 Click to dial ... 4
1.2.2 Dialing on the softphone ... 5
1.3 Call notification ... 6 1.4 Call logging ... 7 1.5 Call lists ... 7 2 Settings ... 9 2.1 Call notification ... 9 2.2 Contact view ... 9 2.3 Call logging ... 10 3 APPENDICES ... 11
1 Appliance
This chapter contains useful information on applying the STARFACE Salesforce Connector.
1.1 Starting CTI
To use STARFACE-Telephony in Salesforce, some preconditions are mandatory.
STARFACE WinClient
• WinClient is running
• WinClient is connected to STARFACE
Information 1: Precondition STARFACE-WinClient
The first precondition is the running STARFACE WinClient which has to have connection to the STARFACE server. The WinClient can be run from the desktop link or the entry in the Start menu. It can also be configured to start automatically on Windows start. The state of connection of the WinClient is indicated by the icon in the Windows notification area (Information 1). If the STARFACE symbol changes its color from white to orange the WinClient has connection, if it remains white, no connection could be established.
STARFACE Salesforce Connector
• Salesforce Connector is running
Information 2: Precondition STARFACE Salesforce Connector
As second precondition, the STARFACE Salesforce Connector must run on the client computer. It can also be started via the desktop link or the Start menu. In case a link has been created in the autorun folder, it will run automatically on Windows start. The active Salesforce Connector is indicated by the icon in the notification area (Information 2).
Salesforce login
Log in on salesforce.com as usual. After successful login the softphone will be launched, which provides the phone functionalities in Salesforce:
Information 3: SoftPhone in Salesforce
Connecting to the WinClient
This step is executed automatically after the login on Salesforce. If the WinClient loses connection, e.g. due to network problems, the connection in Salesforce must be reestablished after the WinClient has regained connection to the server. This case is displayed in Salesforce as shown below:
Information 4: Connecting to WinClient
1.2 Dialing
There are two ways to initiate calls in Salesforce, either by “click to dial” or via the dial pad.
1.2.1 Click to dial
Phone numbers in several different views of Salesforce are labeled with a phone icon and linked so that one single mouse click will initiate a call.
Phone number links can be found in the contact list,
Information 5: Phone link in the contact list
in the detail view of contacts,
and in the view of call details:
Information 7: Phone link in the task view
1.2.2 Dialing in the SoftPhone
One click on an open line in the SoftPhone opens the dial pad:
Information 8: Dial pad of the softphone
With this dial pad you can dial numbers by mouse or keyboard – or simply by copy and paste from the Windows clipboard.
1.3 Call notification
Information 9: Notification of inbound calls
Inbound calls are displayed in the softphone along with further information about the caller. The extend of information to be displayed depends on the softphone settings (see chapter 2.1) and may comprise almost any kind of data in Salesforce. Additionally, there’s the opportunity to have the contact entry of the caller opened on inbound calls. This behavior can also be configured (chapter 2.2).
As shown in Information 9, several simultaneous calls can be displayed in the softphone. Calls that haven’t been answered yet may be rejected via the button “End Call”.
Information 10: Notification of unknown callers and outbound calls
1.4 Call logging
The softphone of the STARFACE Salesforce Connector offers features to make notes and save comments for phone calls.
Information 11: Call logging
As soon as a call gets answered, a text area appears underneath the call notification. Depending on the configuration (see chapter 2.3), it will remain open after the call got finished and will be extended by a selection of reporting options for the call (Information 11).
1.5 Call lists
Calls are saved as activities in Salesforce, which means they are easily accessible in the reports area. The softphone additionally features to open a record by clicking “My Calls Today“. This report lists all calls of the current day.
Up to three of the last calls can be viewed in the softphone itself by expanding their respective entries.
2 Settings
The STARFACE Salesforce Connector offers a few configuration features regarding the look and feel of the softphone.
2.1 Call notification
The composition of information displayed for a caller or callee can be set by the Salesforce administrator almost arbitrarily. Available are among others information from the sections Accounts, Tasks, Users, Campaigns, Contacts, Cases, Leads and Opportunities.
2.2 Contact view
Each Salesforce user can set whether to open the contact entry for the opposite call party at the initiation of calls. This configuration is found under “Setup > Personal Setup > Call Center-Settings > My SoftPhone Center-Settings“.
2.3 Call logging
You can change the preference that the input field and options for call logging remain open after calls get finished. Right click the icon of the STARFACE Salesforce Connectors in the Windows notification area and select the option “Go To Wrapup After Call“.
Information 15: Settings for call logging
By default, this option is active at each start of the Salesforce Connector. This behavior as well as the result options for the call reporting can be modified by the administrator.
3 APPENDICES
Glossary
Abbreviation,
acronym or term Full term and/or term explanation
CRM Customer Relationship Management.
Application for management of contacts and customer data. Often an integrated solution including e-mail, calendar, reporting etc. Windows notification
area
The area on the very right of the Windows Taskbar. Commonly, it shows the clock and network state.
Salesforce CRM system, offered as web service over the Internet by salesforce.com.
http://www.salesforce.com/products/
salesforce.com Developer and provider of the web based CRM system Salesforce. Salesforce.com, inc.
The Landmark @ One Market Suite 300
San Francisco, CA, 94105 United States
http://www.salesforce.com/
SoftPhone STARFACE Salesforce Connector’s GUI (Graphic user interface) in Salesforce.
STARFACE STARFACE Salesforce Connector’s GUI (Graphic user interface) in Salesforce.
vertico software Developer and provider of the web based IP telecommunications system STARFACE and related integration products like STARFACE Salesforce Connector. vertico software GmbH Amalienstr. 81-87 76133 Karlsruhe Germany http://www.vertico-software.com/
Windows Taskbar Part of the Windows user interface. The bar on the bottom of the screen - with button „Start“on the left and the notification area on the right.
