The CTI Adapter user interface (UI) for Salesforce is refreshed in this release.
The current CTI Adapter interface was refreshed with a minimalist design approach. This improved interface is more intuitive and simple to use, enabling agents to efficiently handle calls.
Administrators can now control the CTI Adapter behaviour in the following ways:
- select the CRM objects that are considered for the screen-pop
- add the CRM users that can use the CTI Adapter
- provision extended wrap-up time
- enable a confirmation message that pops up when a consultation call is initiated
Calls are now logged as either inbound or outbound in the Activity log in the CRM. Captured log data includes the following: Talk Time, Agent Name, Call Outcome, Call GUID, Call Time, Subject, Notes, and Disposition Code. The call activity on consultation calls is not logged for each agent, but is logged only if an object is open in the CRM when the call is being wrapped-up. (HTCC-3697)
Agents can now make outbound calls (US and International numbers), using the dialpad in the CTI Adapter interface, by clicking the phone number in the CRM. After the agent is connected, the call is sent to the dialed number. Calls that are prefixed with the + are considered as international calls.
Outbound calls display Caller ID, Dialed Number, and Call Time in the Variable window. When an agent places an outbound call, the CTI Adapter switches to the On Call/Busy state. Agents can use the same features for outbound calls as they do for inbound calls, such as add a subject, notes, or disposition code, and perform call transfers. (HTCC-3694)
The CTI Adapter screen pop displays:
- all variables selected on the ACD page in CX Builder
- variables prefixed with cti_ (string based search)
- variables prefixed with id_ (database ID based search)
If more than one variable is displayed with the cti_ prefix, then all variables with the cti_ prefix are considered for the string-based search, or for the operation between the variables. If a variable has a null value, it is not taken into account and is not displayed in the screen-pop.
Agents can click on any variable in the CTI Adapter (whether it is prefixed with cti_ or not) during the Busy state in the screen-pop, based on the selected variable. If multiple tabs are opened, then the current active tab displays the screen-pop. (HTCC-3691)
Agents can now perform Pure Consult, Consult-Transfer, and Consult-Conference calls for any predefined or free-form contacts, by using the CTI Adapter interface. The Contact section in the Adapter displays all contacts created in the Address Book section of the Contact Center Settings view in VCC Dashboard. (HTCC-3683)
Agents can now perform Pure Consult, Direct Transfer, Consult-Transfer, and Consult-Conference calls with another agent using the CTI Adapter interface. (HTCC-3676)
Agents can now view the call information in the CTI Adapter interface. When the call is answered, agents can:
- view the time spent (duration) on the call
- drop the call
- put the call on hold and then resume the call (and put it on hold again, if necessary)
- view and select any of the CTI variables to display a screen-pop, based on the selected variable
- capture the subject (reason) for the call and make notes
- view the state and of each logged-in agent and the duration of their calls
Agents can now view the ACD queue status in the CTI Adapter interface. Agents can also view the number of calls waiting and their progress, the number of agents checked in, and the call status (Ready, Busy, Not Ready, and ACW). (HTCC-3670)
Agents can now view and edit their current phone number in the CTI Adapter interface. This feature enables agents to make the change quickly and receive the next call at the new number. (HTCC-3660)
Agents can now change their status from Ready to Not Ready by selecting from the Status drop-down list. The list of Not Ready reason codes are obtained from the ACD page in CX Builder. (HTCC-3654)
Agents can now receive incoming calls when logged in to the CTI Adapter interface. The CTI Adapter interface displays a prompt for the incoming call, differentiating between an external call (from a customer) and an internal call (from another agent). A screen-pop displays if the agent does not answer within the set time limit. The agent can accept or reject the call:
- if the agent accepts the call, the On Call screen displays
- if the agent rejects the call, it goes to the ACD queue where it remains until another agent answers. (HTCC-3651)
Agents who have been granted CTI access privileges (by an administrator) can now log into CTI Adapter using their VCC 2.5.x credentials. The CTI Adapter interface enables agents to set the browser to remember their username. (HTCC-3647)
The ability to customize Not Read reason codes was added to the CTI Adapter for Salesforce bringing parity with the standard VCC offering.
The Reject functionality is now supported.
The Call Notes feature was added to enable agents to make comments about the call.