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xCALLY Shuttle provides a seamless CTI integration with Salesforce, the Cloud Help Desk solution for multi-channel customer cares.
The Classic integration automatically creates a Case for each call; the Case will be opened and shown to the Agent on a new TAB.
The guide contains these sections:
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Connected App
In order to use the Integration you have to create, in Salesfoce, the xCally Shuttle Connected App, following the two steps below:
1. After the login, the Administrator has to go in the Setup section. In the menu, on the left, he has to click on Build -> Create -> Apps and then on the New button in the Connected Apps section.
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Here you can find all the information about the Connected App creation: |
Important configurations and hints
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The Agent must be logged also into the xCally Shuttle web interface. |
If you use external IP phones, or experimental WebRTC, you just need to create the Agents, being careful to fill in with the Name same as your Salesforce Agent First Name and Last Name, as described before. Afterwards, just link the Agent to the SIP username related to your external IP phone.
The Caller-ID SIP field and the entire SIP related account, can be modified later on without any impact. The Agent must be logged also into the xCally Shuttle web interface.
2. You should use one of this recommended browsers and enable popups:
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- Chrome 36.0.1985.125 (no HTTPS)
- Chromium 34.0.1847.116
- Opera 12.16 build 1860
Check carefully to have enabled popups!
If you use Chrome/Chromium and Opera, you have to enable the popups, providing the xCally Shuttle Address.
Chrome/Chromium: https://support.google.com/chrome/answer/95472?hl=en
Opera: Settings > Site Preferences - Exceptions - Pop-up Section where you can add the IP address
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