IC Integration to Salesforce Desktop Administrator's Guide

IC Integration to Salesforce Desktop

Administrator's Guide

Interactive Intelligence Customer Interaction Center? (CIC) Interaction Dialer?

2017 R4

Last updated April 25, 2017 (See Change log for summary of changes.)

Abstract

This administrator's guide describes the Customer Interaction Center integration with Salesforce and the Interaction Dialer plug-in.

Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, IN 46278

Telephone/Fax (317) 872-3000

Copyright and trademark information

Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the "Spirograph" logo design are registered trademarks of Interactive Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive Intelligence, Inc. The foregoing products are ?1997-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ?2000-2015 Interactive Intelligence, Inc. All rights reserved.

Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are ?2001-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-FAQ Knowledge Manager and Interaction Marquee are trademarks of Interactive Intelligence, Inc. The foregoing products are ?2002-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are ?2004-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are ?2005-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of Interactive Intelligence, Inc. The foregoing products are ?2006-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are ?2007-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ?2009-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal, and IPA are trademarks of Interactive Intelligence, Inc. The foregoing products are ?2010-2015 Interactive Intelligence, Inc. All rights reserved.

Spotability is a trademark of Interactive Intelligence, Inc. ?2011-2015. All rights reserved.

Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service, and Interactive Intelligence CaaS are trademarks or service marks of Interactive Intelligence, Inc. The foregoing products are ?2012-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions and Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are ?20132015 Interactive Intelligence, Inc. All rights reserved.

Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence, Inc. The foregoing products are ?2013-2015 Interactive Intelligence, Inc. All rights reserved.

Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are ?2014-2015 Interactive Intelligence, Inc. All rights reserved.

The veryPDF product is ?2000-2015 veryPDF, Inc. All rights reserved.

This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at .

A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases.

Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies.

DISCLAIMER

INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.

Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000

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Table of contents

Chapter 1: Introduction to the IC Integration to Salesforce Desktop .......... 6

About this document................................................................................................6 About the products .................................................................................................. 6

About Salesforce Desktop......................................................................................6 About Interaction Dialer ........................................................................................6 About Customer Interaction Center ........................................................................6 Purpose of the IC Integration to Salesforce Desktop ....................................................7 Components of the integration ..................................................................................9 Requirements .........................................................................................................9 Resources .............................................................................................................. 9 Multimedia routing ................................................................................................ 10 Email interactions............................................................................................... 10 Web Chat interactions......................................................................................... 11 Callback interactions........................................................................................... 11 Generic object interactions .................................................................................. 12 Purpose of the Interaction Dialer plug-in for Salesforce Desktop.................................. 12 Components of the Dialer plug-in ............................................................................ 14 Requirements ....................................................................................................... 14 Overview of administrative tasks............................................................................. 15

Chapter 2: Installation .............................................................................. 16

Before installing the integration .............................................................................. 16 Install the integration ............................................................................................ 16 Perform a silent installation .................................................................................... 20 Installation notes for Firefox users .......................................................................... 20

Turn off Firefox's new mixed content blocker ......................................................... 20 What to do if you didn't install Firefox before the integration ................................... 20 Install the Salesforce CTI Extension...................................................................... 21 Start Firefox the first time with the 3.0 CTI ........................................................... 22

Chapter 3: Configure the Salesforce CTI ................................................... 23

Open the Salesforce CTI configuration in Interaction Administrator.............................. 23 Add a new configuration Item ................................................................................. 24 Configure general settings...................................................................................... 24

Options ............................................................................................................. 25 Speed dial options .............................................................................................. 25 Configure default user options ................................................................................ 26 Call attribute mapping ........................................................................................ 26 Advanced options ............................................................................................... 27

Chapter 4: Set up a call center .................................................................. 28

Open the Call Center page...................................................................................... 28

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Import the definition file ........................................................................................ 29 Configure the CTI file............................................................................................. 30 Configure button rights for users............................................................................. 31 Configure synchronization of attributes with the call log ............................................. 31

Create custom fields in Salesforce Desktop............................................................ 32 Map a custom field to a Customer Interaction Center attribute ................................. 35

Chapter 5: Create custom call attributes ................................................... 37

Methods for creating custom attributes .................................................................... 38 Create custom attributes in Interaction Attendant ..................................................... 38

Set SF_LabelNames............................................................................................ 38 Set SF_LabelValues ............................................................................................ 39 Create custom attributes in Interaction Designer....................................................... 39 Set SF_LabelNames............................................................................................ 41 Set SF_LabelValues ............................................................................................ 41

Chapter 6: Screen pops ............................................................................. 42

Default screen pop functionality .............................................................................. 42 Customize search-based screen pops....................................................................... 43 Methods for configuring screen pops ........................................................................ 44 Configure screen pop attributes in Interaction Attendant ............................................ 44

Set SF_CADNames ............................................................................................. 45 Set SF_CADValues ............................................................................................. 45 Configure screen pop attributes in Interaction Designer ............................................. 46 Set SF_CADNames ............................................................................................. 47 Set SF_CADValues ............................................................................................. 47 Configure screen pops for intercom calls .................................................................. 48 Configure screen pops to create new objects ............................................................ 48 Identify the URL ................................................................................................. 48 Fill out new record data ...................................................................................... 49 Format the URL.................................................................................................. 49 Put it all together ............................................................................................... 50 Use interaction attributes to define interaction screen pop....................................... 50 Configure screen pops for intercom calls .................................................................. 52

Chapter 7: Configure Dialer campaigns for Soft Phone clients .................. 53

Open the Salesforce Dialer Scripts container............................................................. 53 Main elements of the Scripts container.................................................................. 54 Configure miscellaneous settings.......................................................................... 55 Configure dispositions......................................................................................... 56 Configure labels ................................................................................................. 59 Configure buttons............................................................................................... 59 Configure links................................................................................................... 61

Outbound dialing modes ........................................................................................ 64

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Chapter 8: Troubleshooting....................................................................... 65

What if the Adapter icon does not appear in the Windows notification area? ................. 65

Appendix A: Attribute reference................................................................ 66

Interaction attributes that are set in Interaction Dialer............................................ 73

Change log ................................................................................................ 74

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