Zultys Salesforce Communicator User Administrator Guide

October 22
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User/Administrator
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User/Administrator Manual for Zultys
Communicator for Salesforce Version
3.80+ “Lightning Ready”
Author: Zultys Technical Support Department
This document serves as the Administrator and User guide for Zultys Salesforce
Communicator Version 3.80+. This version of Zultys Communicator for Salesforce utilizes
the Salesforce OpenCTI interface for communication between the MX and Salesforce
CRM. Version 3.80+ is also Salesforce Lightning Ready. The benefits of the Salesforce
OpenCTI interface are:
•
•
Z
u
l
t
y
s
,
I
n
c
.
Build CTI systems that integrate with Salesforce without the use of CTI adapters.
Provide users with CTI systems that are browser and platform agnostic, for example,
CTI for Microsoft® Internet Explorer®, Mozilla® Firefox®, Apple® Safari®, or
Google Chrome™ on Mac, Linux, or Windows machines.
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Trademark Information
Zultys and the Zultys logo design are registered trademarks of Zultys, Inc. ZAC/MXIE are trademarks of
Zultys, Inc.
All other trademarks are the property of their respective owners.
Edition Notice
This edition applies to Version 3.7+ of Zultys Communicator for Salesforce and all subsequent releases and
modifications until otherwise indicated in new editions.
© 2022 Zultys, Inc. All rights reserved.
Zultys Inc.
785 Lucerne Drive
Sunnyvale, CA 94085
USA
No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Zultys, Inc. Under the law, reproducing includes
translating into another language or format.
As between the parties, Zultys, Inc. retains title to, and ownership of, all proprietary rights with respect to the
software contained within its products. The software is protected by United States copyright laws and international treaty provision. Therefore, you must treat the software like any other copyrighted material (e.g. a book
or sound recording).
Every effort has been made to ensure that the information in this manual is accurate. Zultys, Inc. is not responsible for printing or clerical errors. Information in this document is subject to change without notice.
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1 Table of Contents
1
TABLE OF CONTENTS ................................................................................... 3
1
INTRODUCTION TO SALESFORCE COMMUNICATOR ................................... 6
1.1
1.2
2
2.1
2.2
2.3
FEATURE DESCRIPTION .................................................................................... 6
SALESFORCE COMMUNICATOR REQUIREMENTS ....................................................... 6
IMPLEMENTING ZULTYS COMMUNICATOR FOR SALESFORCE .................... 8
INSTALLING FROM THE SALESFORCE APPEXCHANGE: ................................................ 8
CONFIGURING ZULTYS SALESFORCE COMMUNICATOR VERSION 3.80+ ....................... 12
SOFTPHONE LAYOUT ..................................................................................... 13
3
MAIN SCREEN............................................................................................ 15
4
RUNNING SALESFORCE WITH ZULTYS MX ................................................ 16
4.1
5
5.1
5.2
6
6.1
6.2
6.3
7
7.1
7.2
7.3
7.4
SETTING PRESENCE ...................................................................................... 19
MAKING A CALL WITHIN SALESFORCE ..................................................... 20
USING AN EXISTING ACCOUNT ......................................................................... 20
USING THE ZULTYS ADAPTER TO MANUALLY PLACE AN OUTBOUND CALL ...................... 23
RECEIVING A CALL WITHIN SALESFORCE ................................................ 24
ACCEPTING A CALL ....................................................................................... 24
CONTACT SCREEN PANE ................................................................................. 25
ACTIVITY HISTORY (CALL LOG) ....................................................................... 26
CALL CONTROL .......................................................................................... 27
ENDING CALL .............................................................................................. 27
PUTTING CALL ON HOLD/RETRIEVING CALL......................................................... 27
PARKING A CALL/ RETRIEVING A PARKED CALL ..................................................... 28
TRANSFERRING CALL ..................................................................................... 28
8
CREATING NEW CONTACTS, ACCOUNTS, LEADS ....................................... 30
9
WEB BROWSER SUPPORT ......................................................................... 32
10
MX ADMINISTRATOR SETUP .................................................................... 36
10.1
MX REQUIREMENT ...................................................................................... 36
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10.2
10.3
10.4
10.5
10.6
10.7
10.8
CREATE A CERTIFICATE ................................................................................ 36
ENABLE CRM ACCESS .................................................................................. 36
GENERATING A SECURITY KEY ........................................................................ 36
GENERATE AND INSTALL A SELF-SIGNED CERTIFICATE.......................................... 38
GENERATE A REQUEST FOR A CERTIFICATE FROM A CERTIFICATE AUTHORITY ............. 42
INSTALL A CERTIFICATE FROM A CERTIFICATE AUTHORITY .................................... 44
ENABLE CRM USER ACCESS .......................................................................... 45
11
TROUBLESHOOTING ................................................................................ 48
11.1
11.2
11.3
11.4
11.5
11.6
AGENT IS UNABLE TO INSTALL ZULTYS SALESFORCE COMMUNICATOR SOFTWARE ......... 48
ZULTYS SALESFORCE COMMUNICATOR DOES NOT INITIALIZE OR FUNCTION ................ 48
ZULTYS SALESFORCE COMMUNICATOR LOG-IN FAILED.......................................... 48
CALL DOES NOT APPEAR IN THE ZULTYS SALESFORCE COMMUNICATOR PANE WINDOW .. 48
THE CLICK-TO-DIAL FEATURE IN SALESFORCE IS DISABLED .................................... 48
DISABLING MIXED CONTENT MESSAGES IN INTERNET EXPLORER 9 .......................... 48
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User Manual
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1 Introduction to Salesforce Communicator
1.1 Feature Description
Companies that have installed a Zultys MX IP phone system and that use Salesforce.com
as their customer relationship management (CRM) system can integrate the two systems
using Zultys Communicator for Salesforce. After a call center agent installs the software,
he/she can make, transfer, and disconnect calls through the MX from within a Salesforce
window and obtain a caller’s Contact information in a Salesforce screen display.
Additionally, Salesforce automatically logs the call record in its database.
•
Full call control from within a Salesforce.com contact record, including:
– Inbound contact record screen-pop to matching Contacts, Accounts, Leads
– Hold, Transfer, Park,
– Multiple Line (4) support
– Call notes (during call)
– Call logging (Salesforce Activity)
– Click-to-call from the CRM record
– Create new Contact, Account, Lead record with call notes (post call)
1.2 Salesforce Communicator Requirements
Following requirements must be met for Zultys Salesforce Communicator Version 3.80 to
function properly:
•
The MX system is running Version 13.0.5 (or higher).
•
Salesforce Professional, Enterprise Edition, Unlimited Edition license is active.
•
Agent is logged into Salesforce Professional, Enterprise Edition or Unlimited
Edition using either Internet Explorer Version 8 or above, Firefox Version 11 or above,
or Google Chrome Version 11 or above. Any HTML 5 capable browser should work.
•
Agent is a member of a Salesforce Call Center established for Zultys. Salesforce Call
Center does not have any association with MX user or call group assignments.
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•
Agent is bound to a phone set or a softphone. Salesforce and Zultys Communicator for
Salesforce do not provide a ‘built-in’ audio device.
•
A Zultys Communicator for Salesforce User license is active for any user who needs to
access the Salesforce application.
•
A self-signed or trusted security certificate is active on the MX system.
•
CRM Access for each user to access Salesforce is enabled in the Users’ profile.
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2 Implementing Zultys Communicator for Salesforce
2.1 Installing from the Salesforce AppExchange:
Search the AppExchange site for Zultys:
Click Get It Now.
Login using the desired Salesforce account. This account should be on the Salesforce
instance you wish to install the application on.
Select the appropriate environment for your requirements, production or sandbox.
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Click Confirm and Install.
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Select the desired install method and click on Install.
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Click Done.
Complete any payment checkout options that are presented.
You will receive an e-mail confirmation that your package was installed successfully.
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2.2 Configuring Zultys Salesforce Communicator Version 3.80+
1. Add a user to the Call Center.
On the Zultys Call Center Adapter Open page, click Manage Call Center Users and add
any additional users that you want to use this adapter.
2. Add Softphone layout and assign it to req. user profiles. Setup Layout to open search if
multiple records found (disabled by default).
Here is how OpenCTI looks in App Manager:
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3. Log into the app with MX user credentials.
4. Launch MXIE and login to the same MX with corresponding user, binding it to device
(phone or softphone).
5. User will have the ability to initiate, answer and reject calls from web UI, change
presence status, call back, etc.
6. On PC, REMOVE any previous adapter that is no longer needed or supported.
Note: It may be necessary to allow connection to port 7779 via your browser.
In the URL bar type:
https://mx_ip:7779
If you receive a “not trusted connection” message, simply add this as an
exception in your browser.
2.3 Softphone Layout
In order to user the Click to Dial feature, the Salesforce Softphone Layout must be
enabled.
In order to resolve any “Call Recording linking” issues, set up Default Softphone Layout
with Default enabled.
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Salesforce Administrator Steps:
1. Go to Salesforce setup and find Softphone Layouts
2. Create a new one with default values and save it
3. For first you will have nothing here, click New
4. Mark the Default checkbox. The profile should look like this:
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3 Main Screen
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4 Running Salesforce with Zultys MX
1. Click on the link for Salesforce in your web browser.
2. Login with the proper Salesforce credentials:
3. A Zultys Salesforce Communicator pane opens in the left pane of the Salesforce
window. If this is the agent’s first login, the pane appears as below. Enter the agent’s
Zultys MX login information. The login is stored on the agent’s computer and will not
be requested again.
Login: Is your ZAC/MXIE User name
Password: is your ZAC/MXIE password
Url: IP address/DNS name of the MX system
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4. Bind to the desired device in the Settings menu.
5. When connectivity is achieved, the Select Role to Login screen appears.
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6. Select the checkboxes for roles to log in as and click Apply. You may also check the
Auto Apply for Future Logins option to have the same roles enabled on subsequent
logins.
7. The pane appears as below, and a gray indicator signals that the line is open.
Note: The roles that a user is logged in as are synchronized between MXIE/ZAC and
Salesforce Communicator. For example: if an Agent is logged into an Operator role in
MXIE/ZAC and later deselects this role while logging into Salesforce Communicator, the
agent will also be logged out of their Operator role in MXIE/ZAC.
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4.1 Setting Presence
You can set your presence in the Salesforce application. Select the presence indicator
drop down and set the desired presence.
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5 Making a Call within Salesforce
5.1 Using an Existing Account
1. Display the Account or Contact screen.
2. Click on phone icon next to the phone number.
The MX will initiate a call to the contact’s phone number using the bound device.
Call Log/Call Note for an outbound call:
Click to initiate a call to contact’s phone number.
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During the conversation, you can enter a note in the call note area. You may edit the
note during the call. Hang up when finished with the call.
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After a few seconds, the Salesforce record will update and present a call activity item.
Click that item.
The activity will display and the call note entered on the call is reflected in Comments
area.
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5.2 Using the Zultys Adapter to manually place an outbound call
1. In the Zultys Communicator pane, enter the number to be called in the dial window.
2. Click the handset icon or press ENTER. The MX will initiate a call to the phone number
via the agent’s bound phone.
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6 Receiving a Call within Salesforce
6.1 Accepting a Call
When a call is received, the Zultys Communicator pane displays the caller information,
and the agent can either answer the call or ignore it.
While on the call, the following Call Control functionality is available:
– Hold
– Transfer
– Park
– Disconnect
– Multiple Calls
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6.2 Contact Screen Pane
When a call is answered from a telephone number that is stored in the Contact
database, the Salesforce Contact window automatically opens with the caller’s contact
information displayed.
If the Caller ID is identified with more than one contact in the Salesforce Contact
database, a list of contacts associated with that Caller ID will display in the Salesforce
Contact pane.
After answering the call, clicking on the appropriate caller’s name opens that caller’s
contact window.
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If there is no Caller ID match in the database, the agent can create a new Salesforce
Contact, Lead, Account after the call is ended.
6.3 Activity History (Call Log)
Salesforce will keep a record of call activity in the Activity History area. You may Edit or
Delete each activity record within Salesforce.
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7
Call Control
The Zultys Salesforce Communicator pane presents control buttons for ending the call,
putting it on hold, parking and transferring it.
7.1 Ending Call
Click on the End Call
button.
7.2 Putting Call on Hold/Retrieving Call
1. To place the call on hold, click on the Hold
button.
2. The call is put on hold, and the control button changes to a Retrieve from Hold
button.
3. To retrieve call, click on the Retrieve from Hold Button.
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7.3 Parking a Call/ Retrieving a Parked Call
1. To park a call, click on the Park
button.
2. A popup message appears in the corner of the screen with the Park ID.
3. To retrieve a parked call, click on an open line. A dial pad opens.
4. Dial the Park Server followed by the Park ID and click the Dial button.
5. The MX will call the agent’s bound device.
6. When the agent answers the call, the MX will connect them to the parked call.
7.4 Transferring Call
1. To transfer the call, click on the Transfer
2. The transfer to window appears.
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3. Enter the transfer number by typing it into the phone number window.
4. Click on the Apply button to complete the transfer.
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8 Creating New Contacts, Accounts, Leads
The Zultys Salesforce application allows you to create a new contact, lead, or account
associated with incoming calls that do not exist in Salesforce already. This can be useful
to capture new callers and perform follow up activities on potential new
opportunities/customers. This procedure is done after the call is finished.
1. Click the Recent Calls dropdown.
2. Select the desired call.
3. You may modify the default call note if you want.
4. Select whether this is a New Contact, Account or Lead.
5. Check the Open Call Log box if you want to have the note added to the Salesforce
record.
6. Click the Apply button.
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Salesforce will create and display the new record you just entered.
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9 Web Browser Support
Zultys Salesforce Communicator Version 3 functions in Internet Explorer, Firefox, Chrome,
Safari, and Edge.
IE:
Chrome:
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Firefox:
Edge:
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Safari on MAC:
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Administrator Manual
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10 MX Administrator Setup
10.1
MX requirement
Zultys MX firmware version 13.0.5 or higher should be installed and MX port 7779 should
be opened.
10.2
Create a Certificate
In order for the MX to communicate with Salesforce.com, a digital security certificate
must be installed and the user profile should be enabled for CRM access.
10.3
Enable CRM Access
To support Salesforce integration, ‘CRM Access’ feature of User Profile in MX Administrator
should be enabled (see Section 10.8 for more information).
10.4
Generating a Security Key
Generating a security Key is a precursor to generating any one of the certificate types.
1. In MX Administrator navigate to Maintenance -> Security Certificate Management.
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2. Select Generate -> Security Key.
3. Click on Generate, and select Security Key from the dropdown list.
4. Click OK in the following popup message.
5. Verify Security Key is successfully installed.
Once the Key is generated, the screen updates to reflect this information
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10.5
Generate and Install a Self-Signed Certificate
1. In MX Administrator navigate to Maintenance -> Security Certificate Management.
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2. Generate Certificate.
3. Select Generate -> Generate Self-Signed Certificate.
4. Complete the form with necessary information.
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5. Click Generate Certificate.
6. Click OK to the warning popup up message.
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7. Click OK in the confirmation popup message.
8. Click Close.
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10.5.1
Manually Installing Self Signed Certificate
When using a self-signed certificate on the MX you MUST manually install the certificate
on each PC using Salesforce.
To manually install, open your browser and enter in the following URL:
https://[IP or FQDN of the MX]:7779/
The browser will notify you that the certificate is “not trusted”, create an exception for
the MX. Note that that this process will not result in any webpage appearing. After a few
moments, you can close the browser window. The exception has been created.
10.6
Generate a Request for a Certificate from a Certificate Authority
1. In MX Administrator navigate to Maintenance -> Security Certificate Management.
2. Generate a Certificate Request.
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3. Complete the form with necessary information.
4. Click on Generate Request.
5. Click ok in the warning popup.
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6. Save generated Certificate Request.
7. Purchase online a certificate from a Certificate Authority. When requested, upload the
above CSR file.
8. The certificate authority will download your certificate.
10.7
Install a Certificate from a Certificate Authority
In MX Administrator navigate to Maintenance -> Security Certificate Management.
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10.7.1
Upload -> Certificate
1. Navigate to certificate file location and select.
2. Certificate is displayed. Check that data shown is correct.
3. If required, upload a certificate chain.
10.7.2
Upload -> Certificate Chain
1. Navigate to certificate file location and select it.
2. Mobile phone connectivity is now enabled.
10.8
Enable CRM User Access
For agents to integrate with Salesforce, the MX Administrator must ensure that the CRM
User Access checkbox is checked within each agent’s profile.
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1. In MX Administrator navigate to Configure -> Users.
2. Select Users.
3. Click Profiles which is located at the bottom of the resulting screen.
4. Select a profile of a Salesforce user from the list on the left side of the Profiles window
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.
5. Scroll down the list of options on the right side of the window and checkmark CRM
User Access.
6. Repeat step 5 for all the Profiles for users who use Salesforce Communicator Adapter.
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11 Troubleshooting
11.1
Agent is unable to install Zultys Salesforce Communicator software
Installer must have Microsoft Administrator privileges.
11.2
Zultys Salesforce Communicator does not initialize or function
•
Make sure port 7779 is open.
•
Make sure the certificate is valid.
•
Make sure ‘CRM Access’ is enabled in User Profile section of Zultys MX Administrator.
•
Make sure self-signed certificate is installed if using self-signed certificate, see
“Manually Installing Self Signed Certificate” earlier in this manual.
11.3
Zultys Salesforce Communicator Log-In Failed
Check that your MX user login information is correct.
11.4
Call does not appear in the Zultys Salesforce Communicator pane
window
Check that the Zultys Salesforce Communicator software is running.
11.5
The Click-to-Dial feature in Salesforce is disabled
Check that the Zultys Salesforce Communicator is running.
11.6
Disabling Mixed Content Messages in Internet Explorer 9
In Internet Explorer 9 a popup warning about “Mixed Content” is displayed.
1. Click on the Gear-like toolbar icon in the top-right corner of the Internet Explorer 9.
Select Internet Options from the popup menu.
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2. In the Internet Options window, select the Security tab.
3. Click on the Custom level... button while the Internet zone is selected.
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4. Scroll down the list of options and select Enabled for the Display mixed content.
5. Click OK twice to save the settings and close all of the options windows.
It is suggested to do this for Internet, Local intranet and Trusted sites.
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