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Salesforce CT Integration
How to make a phone call
Agenda
Introduction
Salesforce CT Integration app
Application Features
Environment setup
Technical background
References
Q&A
Introduction
• Sprinx Consulting
• Est. 2013
• Salesforce implementations, Software integrations
• ISV Partner, AppEx
• IPEX
• Est. 1992
• Regional and international telecommunications service provider
Salesforce CT Integration app
Lightweight
Always present
Easy to use
Application Features
Agent Availability
Calling
Outgoing Calls
Incoming Calls
On Call
Inbound Queues
Call Log tracking, Call History
Call Recordings
Task Creation
Agent Availability
Available status
Inbound/Outbound calls allowed
Breakes
Inbound/Outbound calls disabled
Outgoing Calls
Click-to-call
Contact / Lead Search (Fulltext)
Dialpad
Click-to-call
External dial
Incomming Calls
Contact/Lead matching
Multi-match scenario
Manual override
On Call
Manage call
Contact Details
Browse call history
Take notes
Create tasks
Call Log Tracking
Every call is logged
History tracking
User call history
Record related history
Access recordings
Fully Reportable
Inbound Queues
Controls which calls can be routed in
Defined once on call center level
Simple subscription per agent
Automatic sign-off if user unavailable
Environment Setup
Easy Installation
1. Install package
2. Enter login details
3. Configure Call Center
4. Add phone utility item into app
Manage Call Center users
Technical Background
Technologies:
Built using Lightning Component Framework
Using Salesforce Open CTI
Using Websocket signaling
Using standard Salesforce Call Center / Phone configuration
Support for Software and Hardware phones
References
Q&A

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Salesforce Meetup June 2019