Salesforce.com Connector functionality. Mitel Business Reporter

Salesforce.com Connector functionality

SALESFORCE.COM CONNECTOR FUNCTIONALITY

NOTE:

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If using a true soft phone, you must first open Contact Center Client, click View => Soft phone and configure soft phone options. You must keep Contact Center Client running in the background as you use Salesforce. If you are using a desk phone there is no need to open

Contact Center Client.

Caller ANI/DNIS information is not included when you transfer a call between telephone systems. When you transfer a call between telephone systems, the ANI/DNIS information that displays in the screen pop for the receiving agent is that of the transferring agent, not the caller.

You can use Salesforce.com Connector to perform the following functions: l

Dial phone numbers

Dial a phone number by clicking Line 1, entering the number into the Contact Center

Salesforce.com Connector and clicking Dial. (See Figure 52.)

NOTE: Default digit lengths that determine whether a call is recognized as internal or external in reports and the ‘My Calls Today’ interface can be modified in YourSite Explorer=>Media servers in the ‘Min/Max digits to dial locally’ procedural steps. The default values are set to <

10 digits in length to signify an internal number and > = 10 digits in length to signify an external number.

Figure 52: Dialpad

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Alternatively, dial by clicking the icon next to a phone number associated with a contact, lead,

activity, account, or any other phone field you have created. (See Figure 53.) ACD agents can

dial by clicking on available employee or extension links. You can also dial numbers using the dial pad on your desk phone.

Figure 53: The icon to dial a contact, lead, activity, account, or other phone field

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Answer phone calls

Answer a phone call by clicking Answer or using your desk phone. If the caller's number is in your Salesforce database, their customer information page appears. Salesforce.com

Connector supports one incoming line per user. (See Figure 54.)

Figure 54: Answer

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Salesforce.com Connector functionality

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Place callers on hold

Place callers on hold by clicking Hold. Retrieve the call by clicking Retrieve from Hold. (See

Figure 55.)

Figure 55: Retrieve From Hold

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Perform one-step transfers (cold transfers)

A one-step transfer (cold transfer) is when you transfer a caller without speaking to the third party destination first. Transfer a call directly to another number without speaking to the third party by clicking Transfer, entering the third party’s phone number or extension, and clicking

One Step Transfer to complete the transfer. (See Figure 56.)

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Figure 56: One-Step Transfer

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Perform initiated transfers (warm transfer)

An initiated transfer (or warm transfer) is when you place a caller on hold and speak to the third party destination before transferring the call. To transfer a call directly to another number and speak with the third party before transferring the call, click Initiate Transfer. Speak with the third party and once the call is ready to be transferred click Complete Transfer to connect the caller and remove yourself from the call.

Salesforce.com Connector functionality

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Initiate conference calls

Initiate a conference call by clicking the Conference button while on a call, entering the phone number to join to the conference and clicking Initiate Conference. Your caller is placed on hold

while you dial the third party to be added to the call. (See Figure 57.)

Figure 57: Initiate Conference

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Once you have connected to the third party number, click Complete Conference to place all

three parties on the same line. (See Figure 58.)

Figure 58: Complete Conference

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Ending calls

End a call by clicking End Call. (See Figure 59.)

Salesforce.com Connector functionality

Figure 59: End Call

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Set make busy codes (ACD agents only)

To set a Make Busy code, click on the arrow in the agent state bar and select Not Ready for

Calls. (See Figure 60.) Make Busy codes are entered in YourSite Explorer and should be

maintained by your YSE Administrator.

Figure 60: Not Ready for Calls

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Select from the list of available Make Busy codes. (See Figure 61.)

Figure 61: Make Busy codes 

You will now appear as unavailable for calls. (See Figure 62.)

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Figure 62: Agent Status

Remove the Make Busy code and make yourself available for calls again by clicking Ready

for Calls in the agent state bar. (See Figure 63.)

Figure 63: Ready for Calls

Salesforce.com Connector functionality

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Create new leads while on calls

Once you have answered an internal/external call, the Contact Center Salesforce.com

Connector will display a New Lead button. Click the New Lead button to open a new lead and

auto-populate the Lead phone number field with the caller’s phone number. (See Figure 64.)

Figure 64: New Lead

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Relate Salesforce records to a call activity task

You can associate up to two records to a call. From the Related To list in the call log area, select the Account, Opportunity, or Case to which you will associate the call. To associate a

Contact or Lead to the call, select it from the Name drop-down list in the call log area. (See

Figure 65.)

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Figure 65: Call Log and Related To

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NOTE: The Related To record cannot be selected when Name is set to a Lead.

Search on outbound calls

Search results for outbound calls display in the Contact Center Salesforce.com Connector user interface, but do not generate screen pops.

Salesforce.com Connector functionality

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Tag calls with account codes

Click on Show Account Codes to display a list of available Account Codes, then click on the

account code link that you want to apply. (See Figure 66.)

Figure 66: Account Codes

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Set wrap-up codes (ACD agents only)

When an external ACD call ends, select an appropriate Wrap-up code (also known as a Call

Classification code) from the Call Result list of the Current Call Log window.

Attach comments to a call

Attach comments to a call by typing text into the Comments field. When the call ends, the

comments are automatically saved. (See Figure 67.)

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Figure 67: Attach comments to call

Call log information can be accessed from either the My Calls Today section of the soft phone

or by scrolling to the Active History section of an object in Salesforce. (See Figure 68.)

Figure 68: Activity History

Salesforce.com Connector functionality

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View recent call activity

Access recent call activities by clicking Last Call or My Calls Today. To edit one of the last call activities created, click the Last Calls arrow in the Contact Center Salesforce.com

Connector and enter the new comments you would like to add before clicking the Save button.

Clicking My Calls Today will take you to the My Calls Today webpage where you can view all

Call Activities that have been created for the entire day. (See Figure 69.)

NOTE: If call duration is not accurately displayed in My Calls Today, run Windows Update and install the most recent updates on your work stations. For more information on running

Windows Update, see the Business Reporter Installation Guide.

Figure 69: Call history

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Edit completed call logs

Call logs are automatically created for all external calls an agent makes or receives. Edit a call

log by clicking on the link to the call. (See Figure 70.)

Figure 70: Edit call logs

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Search on outbound calls

Search results for outbound calls display in the Contact Center Salesforce.com Connector user interface within Salesforce, but do not generate screen pops. Enter the phone number into the dial pad and click Dial. The search will return results in the Contact Center

Salesforce.com Connector interface. You can click Account, Contact, etc. to view the details

of the search result. (See Figure 71.)

Figure 71: Search on outbound calls display

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BUSINESS REPORTER TERMS AND DEFINITIONS

Account Code

Account Codes are classifiers that can be applied to call records and used to identify unique attributes about the caller or call for individual departments, projects, or services to generate reports on them. Account codes can be verified, non-verified, fixed length, or forced.

See Classification Codes, Fixed Length Account Codes, Forced Account Codes, Non-Verified

Account Codes, Verified Account Codes.

ACD (Automatic Call Distribution)

ACD (Automatic Call Distribution) is a call distribution mechanism that distributes calls to a pool of available queue members.

Active Directory

Active Directory is a directory service created by Microsoft that is used for managing a domain. In

Business Reporter, Active Directory is synchronized with YourSite Explorer to align Active Directory security groups and users with Business Reporter employees and employee groups within selected organizational units.

ANI (Automatic Number Identification)

ANI (Automatic Number Identification) is a service that provides receivers of telephone calls with the caller information. ANI identifies callers and can be used to route calls by caller phone numbers.

Answered by

Answering points

An answering point is a single point of communication available to callers where they can contact a contact center, such as a queue, voice mail, or extension.

Billing options

Billing options are the surcharges that can be associated to a subscriber plan at a daily, weekly, monthly, or yearly basis, as well as a single time as a flat rate.

Blocked call

A blocked call is a call that is unable to get into the contact center's telephone system because there are no trunks available. The caller receives a busy signal.

Call rate

A call rate is the amount charged by a company per call. Each digital pattern is associated with a call type and call rate.

Call type

Call type categorizes calls employees receive, enabling them to be looked up in SMDR Inspector.

Call types include ACD or non-ACD, abandoned, interflowed, requeued, unavailable, or outbound.

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Camp on

Camp on is a notification tool that enables callers to notify an employee, who is currently on a call, that they are waiting to be answered. The employee is notified by a series of audible beeps.

Carrier plan

A carrier plan determines the cost of calls, based on the call rate charged by a phone carrier for phone service. Carrier plans enable the costing of outgoing calls using digit patterns, cost incoming calls using DNIS rates, and cost internal calls by assigning rates.

Charge bands

Charge bands are the rates charged by a carrier during time periods specified by associated time slots. Call rates are composed of charge bands.

Clustered environment

A clustered environment is a network environment where multiple telephone systems are linked together to function as a single system.

Cost ceiling

A cost ceiling is the maximum charge that can be applied to a call.

Crossing percentage surcharge

A crossing percentage surcharge is a percentage markup added to the total cost of a call once the duration boundary of a call is reached.

Crossing surcharge

A crossing surcharge is a flat rate applied to a call after the duration boundary is crossed.

Customer Relationship Management

Customer Relationship Management (CRM) is a model for customer management that relies on technology to streamline and manage interactions with customers.

Date stamp

See Date/Time stamp.

Date/Time stamp

A date/time stamp is an indicator attached to a record or statistic detailing when it was created.

Dialable number

The dialable number is a digit or series of digits dialed by a caller to reach an answering point, such as an employee, an extension, a queue, or voice mail.

Dialed Number Identification Service (DNIS)

Dialed Number Identification Service (DNIS) is a telecommunication service that identifies the phone numbers dialed by inbound callers. DNIS can be used to route calls, enabling contact centers managing multiple product lines or businesses to direct calls to the appropriate endpoint.

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Digit pattern

A digit pattern is one or more numbers used to identify and cost a call. A digit pattern can be part or all of a phone number.

Discount

A discount is a percentage reduction applied to the entire cost of a call, such as for calls occurring during off-peak hours.

Division

A division is a grouping of several employee or extension groups that enable a single report to be run for several groups simultaneously.

DND

See Do Not Disturb (state).

DNIS

See Dialed Number Identification Service.

Duration

The duration is the maximum call length before a surcharge is applied to a call.

Employee

An employee is a person who is employed by an organization and configured as an employee in

Business Reporter so that they have access to Business Reporter applications and may have their associated devices reported on.

Enterprise

An enterprise is both the single site where the Enterprise Server is installed and all the connected branch offices that comprise a company.

Enterprise Server

The Enterprise Server is the central server upon which Business Reporter is installed and from which Business Reporter runs.

External Hot Desking Agent

See Hot Desking Agent.

Extension

An extension is an endpoint for answering calls. Extensions can be assigned to Ring Groups.

First cost

First cost is the rate applied to the first segment of a call to the first cost interval. The first increment is always charged at the full first cost, regardless of whether the call exceeds the first interval or not.

First cost interval

First cost interval is the duration of the first segment of a call, to which the First cost is applied.

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Fixed cost

A fixed cost is the charge applied to all calls, regardless of their duration. Fixed costs cannot be combined with any other costing rate.

Fixed cost markup/discount

A fixed cost markup/discount is the dollar amount added to or subtracted from the entire cost of a call.

Fixed Length Account Codes

Fixed Length Account Codes are verified and non-verified Account Codes that are automatically submitted to the system when the correct number of digits has been entered.

Forced Account Codes

Forced Account Codes are verified and non-verified account codes that must be entered at a specific time in a call. Forced verified account codes must be entered as soon as the phone is off the hook.

Forced non-verified Account Codes must be entered after the phone number is dialed. Systems may be configured to avoid the requirement of entering a forced non-verified Account Code when making a call that must not be charged (for example, dialing a leading digit such as 8 to make a call without entering an Account Code and dialing a leading digit such as 9 to make a call that requires an

Account Code).

Hunt group

A hunt group is a series of telephone lines grouped by the telephone system that rotates incoming calls through the lines until an available line is found and the caller is connected.

Inbound

Inbound is a descriptive term applied to forms of contact or communication, such as a phone call, to indicate that it is being sent to a contact center from an external source.

Inbound calls

See Inbound.

Interactive Voice Response

Interactive Voice Response (IVR) is a technology that enables callers to interact with a contact center’s phone system by pressing keys or speech recognition while following IVR dialog.

Internal calls

Internal calls are calls made from within a system to other answering points within the same system.

Media servers

A media server is a server or system, such as a telephone system, used to organize and distribute communications throughout a contact center.

Minimum duration to cost

The minimum duration to cost is the length of time that may pass before a call is costed.

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Mitel OPS Manager

Mitel OPS Manager is a Mitel software application that provides network-wide administration and maintenance for MCD and 3300 Network Elements or Nodes.

Non-verified Account Codes

Non-verified Account Codes are numbers entered onto the SMDR record for billing and call management. During a call, non-verified Account Codes can be entered as often as required.

Outbound calls

Outbound calls are calls made from within a contact center to external answering points.

PBX

See Telephone system.

Peak Monday to Friday end hour

The Peak Monday to Friday end hour is the hour that ends the peak hour period. Regular rates apply during peak hours, from Monday to Friday.

Peak Monday to Friday start hour

The Peak Monday to Friday start hour is the hour that starts the peak hour period. Regular rates apply during peak hours, from Monday to Friday.

Percentage markup/discount

The percentage markup/discount is a percentile increase or decrease applied to the entire cost of a call.

Pooling principle

The pooling principle refers to the increased contact center efficiency gained by consolidating contact center resources.

Port

A port is a communications endpoint in Contact Center Solutions used to link services.

Probability of delay

The probability of delay is a statistic that measures the likelihood of a call being delayed in the ACD queue, comparing the number of queue members to the level of traffic carried by the trunks.

PSTN

See Public Switched Telephone Network.

Public Switched Telephone Network (PSTN)

The Public Switched Telephone Network is a global collection of Central Offices (CO) interconnected by long distance telephone switching systems.

Queue member

A queue member is an individual answering for the queue. For Ring Groups, ‘members’ refers to the extensions assigned to the queue’s Ring Groups.

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Reason Code

Reason codes are descriptive classifiers applied to Make Busy and Do Not Disturb states to provide more detailed information as to why the queue member applied the code.

Reporting number

A reporting number is the unique number assigned by the system to contact center resources for reporting purposes.

Ring Group

A Ring Group is a collection of extensions, or a single dialing point for a collection of extensions, in a business. Ring Groups are typically used to reach back office extensions. For example, a business may have several phone extensions in the warehouse. These warehouse phone extensions are compiled into a Ring Group, which can be reached via a single dialing point.

Silent monitoring

Silent monitoring is a Business Reporter feature that facilitates the tracking of extension call handling techniques by enabling supervisors to listen to the voice conversations of internal or external calls between extensions and callers.

Site

A site is a physical location of a contact center with one or more media servers. It may be the same location where the Enterprise Server is installed or a branch office.

Spectrum

Spectrum is a reporting feature configured for queues that provides a frequency distribution of calls abandoned, answered, or interflowed based on a defined time scale.

SQL

SQL is a standard query language used to enter, query, and change data in a database, as well as create and administer databases. Administration of YourSite Explorer is done using Microsoft's SQL

Server.

Subscriber

A subscriber is a client or customer outside of a company to whom the organization provides a communication product or service, such as a student in a dormitory or a tenant in a rooming house.

Subsequent increment interval

Subsequent increment interval is the segment of a call that occurs after the first call interval to which the subsequent increment cost is applied.

Surcharge amount

The surcharge amount is an additional amount charged to subscribers on a daily, weekly, monthly, yearly, or one time basis.

Surcharge per call

The surcharge per call is an additional charge applied to calls regardless of their duration.

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Talk-time

Talk-time is the measure of the time an employee spends talking to callers, excluding time spent on hold.

TCP/IP

TCP/IP is the basic communication protocol of the Internet and is used as a communication protocol in private networks (intranets).

Telephone system

A telephone system is a private branch exchange (PBX) or business telephone switch used to process incoming and outgoing calls to a contact center.

Time slot

A time slot is the days and hours that a rate for a call is active. Charge bands are composed of multiple time slots.

Toll fraud

Toll fraud is the misuse of a telephone system, either from improper calling or from carriers overcharging. In Business Reporter, toll fraud is user-defined and may include specific digit patterns, internal calls, or calls that cost more than a set rate.

Trunk

A trunk is a communication line between two telephone systems.

Trunk load

Trunk load is the duration of time from when a trunk receives a call to when the employee finishes handling the call and disconnects. Trunk load does not include Wrap Up Time.

Updated Position in Queue (UPiQ)

Updated Position in Queue (UPiQ) is a notification feature that provides messages to callers informing them of their position in queue and keeps them informed of their position if it changes, at preset intervals.

UPiQ

See Updated Position in Queue.

Verified Account Codes

Verified Account Codes are numbers entered before making a call to change the Class of Service or

Class of Restriction at the station. When the call ends, the station returns to normal. Verified

Account Codes can be tracked with SMDR for long-distance billing purposes and may be reported in

Internal SMDR logs.

Whisper Coach

Whisper Coach is a silent monitor feature that enables supervisors to converse with and coach extensions handling calls without callers hearing the supervisor.

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