xCALLY Shuttle provides a seamless CTI integration with Salesforce, the Cloud Help Desk solution for multi-channel customer cares.
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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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Through the Event field you can decide when the integration starts, so when the Salesforce Case page (dedicated to the actual call, which includes all the relevant fields of the caller) will be created:-
- Ringing: when the phone is ringing, before the agent’s answer
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- Up: when the agent picks up the call
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- Hang up: when the agent hangs up the call
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- Unmanaged call: when the caller has hang up before talking with an agent
You can also choose for which Queue the integration is valid. If you need to apply the Integration on more queues, you have to create one trigger for each queue.
Finally you have to select the Salesforce Integration.
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