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Create a Softphone Layout

After you create your Salesforce call center, the Gplus Adapter is displayed as determined by the default softphone layout, which is Classic Mode.

SoftphoneLayout.png

If a softphone layout does not already exist, follow these steps to create one:

  1. Select Setup > Customize > CallCenter > SoftPhone Layouts.
  2. Select New.
  3. Type a Name for the software layout.
  4. Select options for the following components:
    • Browser display
    • Single matching record
    • Multiple Matching record criteria
  5. Click Save.

SoftPhoneLayout diagram.png

Soft Phone settings and Premier IVR implementation

The following Premier IVR considerations affect the softphone settings:

  • Case Data is the data that is delivered to the CTI adapter when a call is answered. This data is

collected within the IVR or from a back end database lookup through the IVR. The agent uses this data to identify the caller and call purpose.

  • The screen pop is based on the name of the Case data variable in the ACD page in CX Builder. The

Variables prefixed with '"cti_"' are considered a string based search. The variables prefixed with '"id_"' are considered a database ID based search.

  • If more than one variable is displayed with the cti_prefix, 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 displaced in the screen pop.

  • For example: During a caller ID based lookup, the '"cti_Phone"' variable must be set in the IVR. When

doing an Account based lookup, the variable '“id_AccountID”' must be set.

Important
A case data variable prefixed with id_ is used to perform an id based search in Salesforce. If id_ variable contains a value, then it overrides the softphone layout settings configured in Salesforce.
A case data variable prefixed with cti_ is used to perform a string based search in Salesforce. If cti_ variable contains a value, then softphone layout settings are observed.

Example

If doing a caller ID based lookup, the variable "cti_Phone" must be set in the IVR or if doing an Account based lookup, the variable “id_AccountID” must be set. This drives the soft phone setting.

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This page was last modified on 30 September 2016, at 03:37.