The Feature set provided in the Salesforce connector is described as following

• Agent Login/Logout
• Agent State Change
• Call Controls 
• Screen Pop
• Click to Dial 
• Call Activity

In the next section, we will discuss each feature in detail.

Features Detail

Available agent state controls are log in, Ready, Not-Ready and Logout.

• An agent can be logged in by entering agent credentials and then pressing the ‘Login’ button from the login screen.

• Dashboard (Post Login) Screen

• Available controls for agent state are displayed when the bottom facing arrow button is pressed next to the agent’s extension.

• Not-ready reasons are displayed when clicked on the Not-ready bar. Select desired not-ready reason and the agent state will be changed to Not-ready with respective reason.

• Logout reasons are displayed when clicked on the logout bar. Select the desired logout reason and the agent will be logged with the respective reason.

• Wrap-up reasons are displayed when the agent is in a wrap-up state. Select desired to wrap up reason and the agent will be logged with the respective reason. It is not mandatory to select any wrap-up reason. Wrap up window can be toggled from the button placed above the ‘Call Wrap-Up’ window.

• For every state a timer exists, that shows how much time has elapsed for the particular state

Call State Controls

• Answer Call
• End Call
• Hold Call
• Resume Call
• Consult Call
• Direct Transfer
• Consult Transfer
• Conference Call

Answer Call

Call controls according to the order available in the following diagram are End Call, Conference Call, Direct Transfer, Wrap-up Reasons, Consult Call, Dial Pad, and Hold/Resume Call.

In case of direct transfer/consult call/outbound call enter number in the bar below agent state. The number can be entered via directly accessing the input field for a number or through the dial pad icon located on the right side, adjacent to the green phone icon. For outbound call click the green icon with the phone at the right once you have entered the number to dial. For direct transfer/consult call enter number as explained above and press respective buttons that have been explained in the above diagram.

Agent states & CTI Controls

Below are agent states and available CTI controls against every state

Screen Pop

When a call arrives on the logged-in agent, Account/Contact/Lead is popped up according to the caller number and information stored in Salesforce.

1. If one record is matched, then that record will automatically pop up.
2. If there is more than one matching record a contacts window will be displayed listing all matching records. If you want to open a particular record from the list, simply select that record and it will be popped up in the background window.
3. If there is no match a Contact will be saved with the name set to ‘Anonymous’ and the number set to the caller number.

Click to Dial

Click to dial feature allows the user to select any number corresponding to a record (Account/Contact/Lead) and an outbound call will be initiated to that number.

Without the click to dial feature, the user can’t dial call while clicking on any number from the Salesforce record.

You can see that option is disabled in the Phone tab.

Click to dial feature is enabled when an agent is successfully logged in to the Salesforce connector application. After enabling this feature, you can see the phone tab has been enabled as follows

Call Activity

A call activity is created at the end of the call for all call types except consulting calls. It contains information such as caller object, wrap-up reason, duration of the call, and call type and comments. The comments field displays the call type for the call. The task name is created as a combination of different attributes that are agent username, call id, and the current time. Call activities can be seen from the ‘Tasks’ tab at the top, it will show the activities in descending order i.e. latest activity will be at the top. Call activity will not be created if there are multiple matching records in the contact window and the user didn’t select any record. In the case of single matching or no matching record, it will be created automatically.

• Call Types

Note: These are the primitive call types that Salesforce supports i.e Inbound, Internal, and Outbound. For call types that we receive at the call end event from Finesse are described below.

• Sub call types

UCCX 11.6

UCCE 12.0

Note: Activity will not be created for consult call/consult call direct transfer (direct transferring consult call leg to Agent C).

Logs

Logs are associated with agents, meaning that they will be created for specific agents that will be logged in. They contain information about the agent states, dialogues states as well as the status of connection and API requests. Logs are updated in a log file every time a call ends. For every agent there can be a maximum of 10 log files, each log file can contain logs for up to 20 calls. After every 20 calls, logs will be maintained in the next log file. Log files are named based upon the agent username and the file counter.

In case all log files are consumed up to the maximum limit, the next logs will be saved in the very first log file (oldest). New logs will actually replace previous logs. This is done so that the oldest available logs will always be discarded first if the limit has maxed out. Logs can be viewed from the ‘agents’ tab at the top, open a particular agent, and then go to the Related tab.