Salesforce.com Integration

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Salesforce.com

Integration

Resource Guide

In conjunction with Contact Center Solutions

version 5.6

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About this Resource Guide

This resource guide is designed to assist you in the installation, function and maintenance of the

Salesforce.com Integration solution for version 5.6 of the Contact Center Solutions suite.

Please check the prairieFyre Knowledgebase for updates to this resource guide as it comes available.

What prairieFyre does not support:

Inquiries regarding Salesforce.com solutions including training and use of the Salseforce.com portal and reporting options should be directed to Salesforce.com support: http://www.salesforce.com/services-training/customer-support/

What prairieFyre does Support:

We support the installation and function of the SalesForce CTI Adapter which is used for the Salesforce.com Integration solution.

Please refer to the Salesforce.com Integration Install and Test Plan on page 15.

If there are any questions or concerns regarding the Install and test plan please contact prairieFyre support at 613-599-0045 and follow the prompts to support. Ensure you have your 5 digit Site Key available for the support agent.

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About Salesforce.com Integration

Salesforce.com Integration is an optional client application that works in conjunction with Contact Center Management and/or Call Accounting and requires an account with Salesforce.com (Enterprise edition), and, optionally, Intelligent Queue (for Collect Caller Entered Digits only).

NOTE: Salesforce.com Integration is currently supported for use with the 3300 ICP only.

Salesforce.com Integration enhances the functionality of Salesforce by embedding your Mitel phone directly into the Salesforce user interface. This improves productivity by providing fast and easy access to accounts, contacts, cases, and other Salesforce objects directly related to incoming calls. Using Salesforce.com Integration enables your contact center agents to perform their job functions through a single user interface. Salesforce.com Integration manages interactions between the Contact Center Management server and the hosted Salesforce.com server through the agent’s Salesforce user interface.

Capability

Description/Enhancement

Unified login Automatically log into Contact Center management when logging into Salesforce.

Click to dial Agents can save time and avoid misdialed calls by using click to dial to contact customers, coworkers, or extensions.

Screen pop

When an external call arrives, the relevant Salesforce customer record displays on the agent’s screen. If the call is subsequently transferred or joins a

conference, the record displays on the screen of the agent receiving the transferred call or taking part in the conference. Immediate access to customer information increases agent productivity and improves customer satisfaction. Screen pop can be configured to work with Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS), or Collect Caller Entered Digits (requires Intelligent Queue with the Collect Caller Entered Digits option). Pertinent customer information also displays in the Salesforce soft phone user interface, for example, Caller Name, Collect Caller Entered digits, ANI, DNIS, and any search results you configure in the Salesforce soft phone layout.

Call control

Agents can save time by having all their typical desk phone functions embedded and available directly from the Salesforce user interface. With complete

customer information on the screen, agents can quickly access alternate numbers for customers.

Call logging capabilities

Agents can log all call data using Salesforce. Call details are also captured by Contact Center Management for reporting purposes. This ensures compliance with your business processes, increasing consistency, and providing improved reporting.

Agent status (ACD agents only)

Agents can view the availability of associate agents before transferring calls or initiating conference or consultation calls.

Make Busy codes and Wrap-up codes (ACD agents only)

Agents can place themselves in and remove themselves from Make Busy to show their availability to receive calls. After agents indicate they are not ready for calls, they can select from a variety of Make Busy codes that describe their activity. After finishing an external ACD call, agents can select from a list of Wrap-up codes (also known as Call Classification codes). Supervisors can use this information to track call activity and agent performance.

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Installing Salesforce.com Integration

Salesforce.com Integration is installed during the installation of your Mitel Contact Center Management software. To install Salesforce.com Integration on a client computer, you must install the Client

Component Pack.

1. In Contact Center Management, click Help=>Software downloads/Installations. 2. Click Client Component Pack.

3. Follow the steps in the wizard to install Client Component Pack.

4. Once the installation is complete, click Start=>All Programs=>Mitel=>Client Role Selector. 5. Select a Supervisor, Agent, Administrator, or Power User role.

6. Click Next.

7. Select Salesforce Integration.

Selecting Salesforce Integration creates a shortcut to Salesforce.com on your desktop.

8. Click Finish.

Using Salesforce.com Integration

To use the soft phone embedded in Salesforce, you must first create a call center, add users to it, and configure the soft phone layout from within the Salesforce user interface.

NOTE: Whenever you make changes to your call center settings, you must log out of and back into Salesforce for these changes to take effect.

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Creating your first call center

To use Salesforce.com Integration, you first create a call center.

1. In Salesforce, click Setup=>Customize=>Call Center=>Call Centers.

If the Introducing Call Center Edition splash page appears, click Continue.

2. Click Import.

3. Click Browse and navigate to the Salesforce.com Integration installation directory (usually C:\Program Files\prairieFyre Software\CCM\Applications\SalesforceIntegration\).

4. Select the Mitel3300 .xml file and click Open.

The path will be entered in the Call Center Definition File field.

5. Click Import.

6. Before the name of the new call center, click Edit. The Call Center Edit window opens.

NOTE: We recommend you do not alter any of the general information fields.

7. Under CTI Server Info

 After IP/Name, type the IP address or name of your CTI server.

 After Use SSL, type Yes if the CTI server uses Secure Sockets Layer.

8. Under Lists of available agents, after Queues and Agent Groups to watch, type the reporting numbers of the queues and agent groups, separated by commas, for which you want to view availability.

NOTE: The maximum number of agent groups or queues you can configure is five.

9. Under Advanced Queries

 After Search by IQ Collected Digits, (Intelligent Queue) type the desired object type.field. The default is Case.CaseNumber. Object types include Account, Contact, Lead, Case, Campaign, Event, Opportunity, Task, and User. You can also create customized object types.

 After Search Cases by ANI, type Yes if you want to search cases by ANI. The default is No. If you type Yes, when an incoming call’s ANI corresponds to a contact or account object, cases

attached to the contact or account are opened.

10. Under If Records are Found for both ANI and DNIS

• After Open the ANI Records, type Yes if you want to open records matching the ANI. • After Open the DNIS Records, type Yes if you want to open records matching the DNIS.

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11. Under If Records are Found for both ANI and/or DNIS and Advanced Queries

• After Open the ANI and/or DNIS Records, type Yes if you want to open records matching the ANI and/or DNIS.

NOTE: Whether you open records matching the ANI or the DNIS depends on the information you entered in the If Records are Found for both ANI and DNIS section (in step 10).

• After Open the Advanced Queries Records, type Yes if you want to open Advanced Queries records.

NOTE: Whether you open records matching IQ (Intelligent Queue) Collected Digits or open records attached to Contact or Account objects matching the ANI depends on the information you entered in the Advanced Queries section (in step 9).

12. Under Dialing Options

• After Outside Prefix, type the number you dial to access an outside line.

• After Long Distance Prefix, type the first number you must dial for long distance calls. For example, the long distance prefix for North America and the Caribbean is 1. • After International Prefix, type your three-digit country code.

For example, the North American international prefix is 011.

• After Local Area Codes, type your local area code(s), separated by commas. If the dialed number does not include one of the configured local area codes, the long distance prefix is automatically dialed first. If you always want the long distance prefix to dial first, do not configure any local area codes.

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Adding users to a call center

Salesforce users must be added to a call center before they can use any Salesforce Call Center Edition features.

1. In Salesforce, click Setup=>Customize=>Call Center=>Call Centers. 2. Click the name of the call center to which you will add users

The default is Mitel Contact Center Integration.

3. In the Call Center Users list, click Manage Call Center Users. 4. Click Add More Users.

5. Specify the search criteria for the Salesforce users you want to add to the call center. 6. Click Find.

NOTE: Users can only be assigned to one call center at a time. Users who already belong to a call center are excluded from search results.

7. Select the check box next to each user you want to add to the call center. 8. Click Add to Call Center.

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Configuring soft phone layouts

Configuring soft phone layouts enables you to control the information that displays in the screen pop. Once you have configured soft phone layouts, you can assign them to agents. Assigning customized soft phone layouts increases efficiency by giving agents access to the most pertinent customer information.

1. In Salesforce, click Setup=>Customize=>Call Center=>SoftPhone Layouts.

2. If you want to create a new soft phone layout, click New. Otherwise, click Edit to modify the current soft phone layout.

3. If you are creating a new soft phone layout:

 After Name, type a name for the soft phone layout.

 After Select Call Type field, select the type of call that applies to the soft phone layout, either Inbound or Outbound.

4. In the Display these call-related fields section, click Edit.

5. To add, remove, or change the order of call-related fields, select each appropriate call-related field in the Available or Selections boxes and click Add, Remove, or Up or Down.

6. In the Display these Salesforce Objects section, click Add/Remove Objects.

7. To add, remove, or change the order of objects, select each appropriate object in the Available or Selections boxes and click Add, Remove, or Up or Down. Selected objects display in a list below the Available and Selections boxes.

8. For each selected object, after If single <object> found, display: click Edit.

9. From the Available or Selections boxes, select the field(s) you want to display in the soft phone layout if a single record for the object is found.

10. Click Add, Remove, or Up or Down to move the field(s) to either the Available or Selections box and to change their order.

11. Click Save.

NOTE: If you want to configure soft phone layouts for both inbound and outbound calls, you must do so separately.

To assign a soft phone layout to an agent

1. In Salesforce, click Setup=>Customize=>Call Center=>SoftPhone Layouts. 2. Click SoftPhone Layout Assignment.

3. From the drop-down lists, select a soft phone layout for each agent.

NOTE: The list of agents only includes those who have been added to a call center. 4. Click Save.

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Using the Softphone with Salesforce

This section explains how to log into your soft phone and discusses operations that you can perform once logged in.

Logging into your Softphone

You must first log into Salesforce and then log in separately to your Salesforce soft phone to use it in Salesforce Call Center Edition.

NOTE:

• The soft phone is located in the left pane of the Salesforce user interface and appears only when you are assigned to a call center in Salesforce.

• You can verify Salesforce.com Integration installation by looking at the system tray on your computer.

• If the icon is displayed, Salesforce.com Integration is open.

• If all of your Salesforce licenses have been used and you attempt to log into your soft phone, you will be unable to do so.

1. Start Internet Explorer and type http://login.salesforce.com/. 2. Type your Salesforce.com user name and password and click Login. 3. Type your call center Username, Password, Agent ID, and Extension.

NOTE: If you have not entered agent ID, you will not have ACD functionality but can continue to use your phone for non-ACD calls.

4. If you want Salesforce to remember your soft phone login credentials every time you log into Salesforce, select the check box next to Remember me.

5. Click Log In.

To automatically log into your call center when logging into Salesforce

1. In Salesforce, click Setup=>Call Center Settings=>Edit your Soft phone settings. 2. Select the check box next to Automatically log into your call center when logging into

Salesforce. 3. Click Save.

Note: In order to obtain your password go to https://login.salesforce.com/

At the time this document was published, there is a New Users statement on the Salesforce website:

“Please retrieve your user name and temporary password from your email account or contact your organization's Salesforce CRM administrator for further instructions. https://trust.salesforce.com/

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Salesforce.com Integration functionality

NOTE: If using a true Softphone, you must first open Contact Center Client, click View=>Softphone, and configure soft phone options. If you use Salesforce.com Integration with a desk phone there is no need to open Contact Center Client. You can use Salesforce.com Integration to perform the following:

• Dial phone numbers

Dial a phone number by clicking Line 1, entering the number into the soft phone, and clicking Dial. Alternatively, dial by clicking the icon next to a phone number associated with a contact, lead, activity, account, or any other phone field you have created. ACD agents can also dial by clicking on available employee or extension links. See “Show agent availability" below. You can also dial numbers using the dial pad on your desk phone.

• Answer phone calls

Answer an external phone call by clicking Answer or using your desk phone. If the caller's number is in your Salesforce database, their customer information page will appear. Salesforce.com Integration supports one incoming line per user.

• Search on outbound calls

Search results for outbound calls display in the Salesforce soft phone user interface, but do not generate screen pops.

• Show agent availability (ACD agents only)

You can show the availability of other agents by clicking Show Agents in [Agent Group or Queue Name or Queue Reporting ID]. You can view up to 10 agents in the soft phone window at one time. If you want to view additional agents, click << to view the first page of agents, >> to view the last page of agents, and < and > to move back and forth between consecutive pages of agents. You can call available agents by clicking on the employee name or extension in the list. You can also make consultation calls to them if you are already on a call. Once a connection is established, the call can be transferred by clicking Complete Transfer or a conference can be started by clicking Complete Conference.

• Transfer calls

Transfer a call by clicking the Transfer button. The original call is placed on hold while you connect to the third party. Once connected, click Complete Transfer to transfer the original party. You can also transfer calls by using the "Show agent availability" feature described above.

• Place callers on hold

To place a caller on hold, click the Hold button while on a call. Retrieve the call by clicking Retrieve from Hold.

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• Tag calls with Account Codes

Click on Show Account Codes to display a list of available Account Codes, then click on the account code link that you want to apply.

• Set Make Busy codes (ACD agents only)

Click on the arrow in the agent state bar and select Not Ready for Calls. Select from the list of available Make Busy codes.

• Set Wrap-up codes (ACD agents only)

When an external ACD call ends, select an appropriate Wrap-up code (also known as a Call Classification code) from the Call Result list of the Current Call Log window.

• Attach comments to a call

During the call, type text into the Comments field. When the call ends, the comments are automatically saved. Call log information can be accessed from either the recent calls area of the soft phone or by clicking the Records tab and selecting Activity History.

• Edit completed call logs

Call logs are automatically created for all external calls an agent makes or receives. You can edit a call log by clicking a link to the call in the Recent Calls area of the soft phone.

• Associate Salesforce records with a call

You can associate up to two records with a call. From the Name drop-down list in the call log area, select the contact, lead, or person account record to associate with the call. If you want to associate any other record type with a call, select it from the Related to drop-down list in the call log area.

• Look up phone numbers in your Salesforce Call Center directory

Look up a phone number by clicking the icon, typing all or part of the name for which you are searching, and clicking Go. Click the phone number to enter it into your soft phone's dial pad.

• Choose how a call record is displayed

If an incoming call has only one associated record, you can choose to always open the record automatically or never open the record automatically. This setting is configured in Setup=>Edit your SoftPhone settings=>My SoftPhone Settings.

• View recent call activity

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The Goal of Salesforce.com Integration

The goal is to provide agents with a single user interface where they can:

1. Control their phone

2. Access all ACD (Automatic Call Distribution) functionalities; i.e. Login, Logout, Make Busy etc. 3. Utilize all the Salesforce benefits; i.e. Screen Pop of CRM objects related to incoming calls, click

to dial, mini reports, etc.

4. Do 1, 2 and 3 above without the need to load a full blown Contact Center Client on their workstation.

The Salesforce.com Integration component is available via the Client Component Pack (also installed on the server for easier troubleshooting) that basically provides all the functionalities listed above.

This component is using the Salesforce CTI Toolkit to embed a Salesforce softphone on the Salesforce CRM web pages, and connects it to the MiTAI Proxy Server (for call control), to the Enterprise Service (for ACD functionalities) and to the Enterprise Web Services (for configuration aspects).

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5.6 Rollup of Hotfixes

If you have installed or upgraded to Version 5.6 GA, prairieFyre highly recommends immediately applying the most current hotfix available.

This hot fix addresses several potential service affecting issues that may be seen after an upgrade or install. The symptoms of these issues include:

• prairieFyre services do not automatically start after install and/or restarting intermittently while in service

• some reports may fail to be created after being submitted

• false network monitor alarms for too many media servers marked as active • Workforce Management note editor problems

• YourSite Explorer time out errors

Please download and apply it to the CCM server from here: KB31206

Fixes not included in the rollup that customers may see after applying the hotfix:

After applying the rollup, customers may experience issues running synchronization. Refer to the following KB article: http://www.prairiefyre.com/kb/KnowledgebaseArticle50624.aspx

Upgrade from V4 to V5.6 - YSE will throw errors if the v4 configuration contained extensions that were configured as voicemail extensions. Run the SQL ConvertExtension script

Customers that upgrade from 5.2 to 5.6 and find they're unable to run ANI reports. Apply KB31365

After applying KB31206 unrestricted CCC users with extension monitors in their profile may receive an error saying "Your security role does not permit you to use some of the card designs in this profile. Default Cards will be loaded". Run the SQL RestoreDefault script

If you're not sure how to run SQL scripts please see this KB article: http://www.prairiefyre.com/kb/KnowledgebaseArticle50611.aspx

If you have any questions or concerns or you require assistance applying any hotfixes to your 5.6 system please call 613-599-0045 and follow the prompts to Technical Support.

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Salesforce.com Integration Install and Test Plan

CTI adapter Installation procedure for 5.6GA:

Please refer to the Contact Center Solutions User guide for an outline of the Salesforce setup and configuration guidelines - (Installing Salesforce.com Integration pg. 579).

Installation Requirements:

1. CCM 5.6GA + 5.6GA RollUp (KB31206)

2. Apply the following hotfixes to the CCM server to resolve the known issues with the CTI Adapter. CTI Updates will be pushed out to the client PCs on the network. Please close the Contact Center Client and SalesForce CTI Adapter on the client PC if already installed so the update can be applied when received.

Location: ftp://support:$upp0rt!@www.prairiefyre.com/CustomerService/SalesForceHotfixes/ a. KB32161 – Register MSXML6.dll in Windows\System32\

b. KB32896 - Updater Error in Event Viewer c. KB33337 – Salesforce Application Update

d. KB33039: MiTAI Proxy Server becomes unresponsive, causing Softphone and PSM to fail.

e. KB33714: Salesforce.com requires a PhoneSet Manager license in addition to the SalesForce Agent License.

f. KB33833: Salesforce.com - Call on a key line extension causes to Adapter crash. This fix ignores Key Line Events as they are unsupported at this time. (Please note KB33833 contains all previous SalesForce hotfixes to date).

3. Salesforce.com Integration (Customer must be licensed for Salesforce.com Integration)

4. Client Component Pack will need to be installed on the Client PC – Salesforce Integration is part of the Client Component Pack. You will be prompted to run the ‘Role Selector’, be sure to select ‘Salesforce Integration’. A shortcut will be placed on the desktop and in the ‘Programs’ menu. 5. All Agents and Extensions will need to have the ‘Advanced and Real-time’ option set in YourSite

Explorer so that we can control the CTI Adapter and get the ANI/DNIS the MiTAI data on calls. 6. Please confirm our ‘Golden Rules’ document has been applied to the PBX(s) correctly.

7. You will need to create the ‘Call Center’ in SalesForce.com webpage using the Mitel3300.xml found here: c:\program files\prairieFyre software inc\ccm\applications\Salesforce

Integration\

Note: Please refer to the Contact Center Solutions User guide for the exact steps. This only needs to be once and all users will be added to this Call Center.

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By performing the actions below you will be able to verify the CTI adapter is functioning normally and ready to be used in a production environment. You may want to perform each step as ACD or Non-ACD event if applicable.

SalesForce CTI Adapter initial testing

 SalesForce - Login / Log Out Event.

 SalesForce Setting Make Busy Codes Event.  SalesForce Click Dial.

 SalesForce – Transfer a Call.  SalesForce - Conference a Call.  SalesForce – Place a Call on Hold.

 SalesForce – Call Event goes to Voicemail (Unanswered).

 SalesForce - List of Available agents - Configure a Queue in the SalesForce->Setup->Call Center Configuration. Login as an ACD agent for the Queue you configured. You should be able to see the other agent available from within the CTI adapter.

SalesForce CTI Adapter - Screen Pop Testing

(Pg 580 in the Contact Center Solutions User Guide – Creating your first Call Center)

1. Program an account in SalesForce with an ANI for a known Ext/Phone number and make a test call from that Ext/Phone Number to ensure the account is identified and ‘Pops’.

2. SalesForce - Search by Collected Digits (applicable only if you have IQ and collected digits)

 Make a call to a Path routed by IQ that has collected digits configured 3. Screen Pop – Search Case by ANI (if enabled)

 Make a call from an Ext/Phone Number that matches an account in SalesForce. The account should be popped when the call event is received.

4. SalesForce - Screen Pop – Search by DNIS (if enabled)

 Make a call in to a phone number for a DNIS that has been configured in CCM. When the call event is received with the DNIS information the correct account and/or campaign will pop.

SalesForce – Additional Testing

1. SalesForce - Setting Account Codes (if configured)

 Enter an Account Code you have configured in Your Site Explorer. 2. SalesForce - Setting Classification Codes (if configured)

 Select a Classification Code you have configured in Your Site Explorer to indicate a call result.

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Troubleshooting

Login Issues

1. If you experience login issues with the CTI Adapter, please use the Contact Center Client to verify if you are using the correct username and password etc.

2. If the CTI adapter does not emulate the phone.

 Open the Contact Center Client – load the PhoneSet Manager / Softphone. If the

Softphone/PhoneSet Manager doesn’t function either, there’s a CCM/PBX configuration issue.

 Using the Softphone/PhoneSet Manager test that you can have call control and call events are being displayed correctly. If everything functions normally within the Contact Center Client, we can focus on SalesForce configuration is the issue causing the

SalesForce CTI Adapter not functioning correctly.

3. Employees must have their corresponding Agent ID and Extension associated and set to ‘Advanced and Real-time reporting’ in YourSite Explorer for the CTI Adapter to login and function correctly.

Client Updates

You can verify the Updates have been received and applied correctly for the SalesForce CTI adapter by referring to the Updater log on the Client PC you are configuring to use the CTI Adapter.

Location: C:\Program Files\prairieFyre Software Inc\CCM\Services\UpdaterService\UpdaterService Files\Logs\UpdaterService.log

1. Open the log in Notepad and starting from the end of the log do a ‘find’ and search for the word ‘SalesForce’.

2. You should see entries indicating the ‘Manifests do not match’ and then ‘downloading

SalesForce updates’ and then finally ‘SalesForce Updates applied successfully’ in the log.

3. You can always restart the Updater service on the client PC if you want to force the Updater Service to check for new updates. Again make sure all Contact Center Clients and the SF CTI Adapter are closed for the updates to be uncompressed and applied successfully.

Please note: If you are having difficulties with the updates not being applied or the CTI adapter is not functioning correctly after following the steps outlined above, as a last resort you can always try uninstalling the Client Component Pack from the client PC and reboot and reinstall it again. This step shouldn’t be necessary but if the Client Component Pack is from an older version (5.5 or later) and is not updating successfully it may be necessary to uninstall/reinstall to get the pre-requisite client

components installed for the 5.6GA version to function. Refer to the User Guide for Client Component Pack pre-install requirements if you have any questions.