Installing and Configuring
Use this overview to serve as a quick reference to install or modify the CTI Adapter for Salesforce. Select a link for more information or click Next Step > to view details of each step. The browser back button is not supported on this page.
Installing CTI Adapter for Salesforce
- Ensure that VCC is enabled through the IVR and that the ACD queue is configured.
- Ensure that all of the custom variables passed in the ACD Page in CX Builder are configured to show the display name as a variable name, instead of the default customVar value.
- Download the Cloud CTI Call Center XML file. Contact Genesys Customer Care for the XML file, if you cannot locate it.
- Upload the XML file to the following location in Salesforce.com: Setup > Customize > Call Center.
To add Salesforce.com users who want to use the CTI Adaptor in the contact center, do the following steps:
- In the Call Center Users panel of the Cloud CTI, click on the Manage Call Center Users button.
- In the new panel, click the Add More Users button to add more users. A new panel opens containing a list of filter boxes to select more users.
- Use the filter boxes in this panel to identify users who will use the CTI Adaptor. After you enter the appropriate filter criteria, click the Find button. From the list of users returned by the filter, select the users individually, then click the Add to Call Center button.
Configuring Screen Popups
When an inbound call is presented to an agent, a screen pop is displayed containing information based on selected variables. These variables can be information collected from callers, information pulled from the call web services of other systems. Once the information is available in the form of variables, it can be passed to systems agents by the screen pop.
Toast and Case Data
When a call is ringing, an agent receives a notification on their desktop (a toast or screen pop) that contains data about the call. The notification is displayed in the bottom-right corner of the desktop. The notification contains data about the current call and caller. The data contained in the notification is configurable by an administrator by using CX Builder.
An agent handles calls for multiple companies or products. The toast data provides the agent with the company or product name to which the caller wants information. This toast data might also provide the caller's name, or what action within the IVR the caller performed.
When an agent answers or makes a call, the call controls display at the top of the main view, and the Case Information view is displayed below the call controls. the Case Information view contains Case data and provides whatever information the agent might need to handle the call. This information might include an account number that the caller entered, or any data a back-end database might contain regarding this contact. This data is meant to provide the agent with all of the information that they need to handle the call without asking the caller to repeat the information that the caller has already entered while navigating through the IVR.
Case data, like the data in the call notification, is configured by an administrator by using CX Builder.
After the call is answered, the agent can specify the call disposition by using pre-defined disposition codes. The administrator configures the system so that either disposition codes are mandatory for all agents, or that these codes are not mandatory. This configuration is done by using VCC Dashboard. Disposition codes can also be displayed as nested drop-down lists. This feature is configured by an administrator by using CX Builder.
When a call rings on the agent desktop, but the agent does not answer the call, this is considered a missed call. A missed call is reported in the historical reporting. Missed calls are returned to the routing engine and sent to the next available agent. The agent state can be set automatically to Not Ready or Logged Out upon a missed call. This feature is configured by an administrator using CX Builder.
Agents can also use the Reject button (if enabled for your contact center), to reject an incoming call and return it to the queue. This feature is configured by an administrator by using CX Builder.
Call Notes enable agents to enter information about the current call and store the notes as part of the case information in CX Analytics. To add a call note, click the Note tab in the call window.
Configuring Toast and Case Data
To configure Toast and Case data:
- On the Advanced Options tab of the ACD Page in CX Builder, select the appropriate variable.
- Assign the name to be displayed in the CTI Adapter.
- Assign the data as Toast, Case, or Both (Toast and Case data).
Disposition and Not Ready Codes
Not Ready reason codes, Disposition codes, After Call Work (ACW) codes, and the Address Book are provisioned using VCC Dashboard.
For more information about configuring these codes, see the VCC Solution Guide and the VCC Dashboard Help.