xCALLY xCALLY Shuttle provides a seamless CTI integration with Salesforce, the Cloud Help Desk solution for multi-channel customer carescustomer relationship management (CRM) system. The integration works on Salesforce Enterprice, Ultimated or Performance.
The Classic integration automatically creates a Case for each call; the Case will be opened and shown to the Agent on a new TAB.
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Please follow carefully this steps:
1. the Agent First Name+spacing+Last Name in the Salesforce profile must correspond exactly to the Agent Name in the xCally Shuttle Agent profile, like shown in the image below.
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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. The Caller-ID name, in the xCally Shuttle SIP General Settings (related to the Shuttle Agent), must be the same of the Agent name specified in the Salesforce personal information.
3. Please check on Salesforce that the field Type of the Task is enabled, since it will be used to set the type of call.
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1. Go under Build -> Activities -> Task Fields 2. Select Type 3. Select View Field Accessibility 4. Check if the Field Access is editable for the level of the user that you inserted in xCALLY Shuttle. If it is Hidden, please click on it. 5. Set Field-Level Security as Visible |
4. 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
How it works*
*from version 2.4.26
Create a new Integration
To create a new Integration click on the button New Integration and fill the form with the following information:
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You can choose a Name which represents the Integration and then fill the Username and Password fields, which require the same username and password of an Administrator Salesforce Account. Then compile the URI field with your Salesforce URL and the Integration Type, in this case selecting Salesforce from the dropdown menu.
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IMPORTANT: the URI must end with / e.g. https://login.salesforce.com/ -> CORRECT URI https://login.salesforce.com -> WRONG URI, the integration won't work! |
You also have to insert:
- the ClientID and Client Secret, that you can find in the SalesForce App Settings
- the Security Token, which is sent by email and must be reset every time you change the password in SalesForce.
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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.
After the creation of the Trigger you can edit parameters or remove it.
Custom fields
Custom Case Fields are typically used to gather more information about the support issue or product or service in Salesforce.
Using Shuttle you can now create a MAPPING between the Salesforce custom field key and the available field values.
In order to do it just enter in the Shuttle administration web interface -> Section Integrations and add your custom field mapping in the Custom Fields sub-section clicking on New Custom Field.
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- From: Caller
- Date: Enter Time Call
- To: Called
- Unique ID: Asterisk Unique ID Call
- Id: Caller ID Zendesk Salesforce
- Recording Link: Link Recorded Call
Name: Caller Name
- SIP: Shuttle SIP
- Queue: Shuttle Queue
- Agent: Shuttle Agent
- Position: Queue’s Position
- Count: Queue’s Count
- Trunk: Shuttle Trunk
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In this example the Custom Field ID is:
xCally_Queue__c
The result
Windows phone bar
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If you have enabled the Lead Research, in the Settings, the Integration seeks the number of the caller in the Leads and in the Contacts. If the search has no result, a new Lead will be created.
When the Integration finds the Lead/Contact associated to the number of the caller, it automatically populates the Task with the Lead/Contact data.
Troubleshooting
The Integration doesn’t work? Check carefully the following steps:
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