CTI Partner Engagement Presentation

8/4/2019 CTI Partner Engagement Presentation

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Marco Casalaina

CTI Partner EngagementPresentation


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Agenda

1. Functional Overview of CTI Toolkit

2. Technical Overview of CTI Toolkit

3. CTI Toolkit Contents

4. Overview of Early Access and Pre-Release Program

5. Overview of Release Candidates Process

6. Overview of CTI Toolkit API Access and Client ID7. Overview of Documentation

8. Overview of Testing

9. Overview of Development Support Procedures

10. Overview of Deploying the Adapter on AppExchange11. Overview of AppExchange Certification Program

12. Q&A


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CTI Toolkit Functional Overview


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Screen Popinformation related

to the caller


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User can Transfer


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Two-step Transfer


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User can create Conference


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User can use Phone Directory forTransfers, Conferences and

internal calls


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All it takes is clicking on thenumber


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User clicks the contact phonenumber on the contact detail

screen


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SoftPhone calls the phonenumber


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Call Log

Collapsed

Expanded

On Call


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Call Reporting


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Reason CodesNot Ready, Wrap-up and Logout Reason Codes supported

Not Ready Reasons

Logout Reasons

Wrap-up UpReasons

(Call Result)


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Unified Login and LogoutAGENT_IDUSER_IDLOGIN_NAME

AGENT_NAMEPASSWORDDNPOSITION_IDQUEUESKILLPLACEPERIPHERAL_IDSWITCHEXTENSIONROUTE_POINT

DOMAIN

CUSTOM1CUSTOM2CUSTOM3

CUSTOM4CUSTOM5CUSTOM6CUSTOM7CUSTOM8CUSTOM9CUSTOM10

Login FieldsSupported


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Organizations might have multipleCall Centers. This setup screen

allows administrators to edit existingCall center definitions or create newCall center definitions (via import)


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Each call center setupincludes CTI System

specificparameters

Users assigned to this callcenter will have theSoftPhone enabled

automatically


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Both global numbers andlocal extensions are

supported


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Administrators can edit/createSoftPhone layouts and

associate them to specific profiles


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WYSIWYG Layout Editor allowsadministrators to easily

configure theSoftPhone layouts


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Administrators can easily selectthe what fields would bedisplayed if one matching

record was found


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Technical Overview of CTI Toolkit

What does the Toolkit do?

What is the architecture of the Toolkit?

What are the capabilities provided?

What is included in the Toolkit?


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CTI Toolkit Architecture and Components

Salesforce_CTI .exe

Systems Tray Application

CiscoAdapter.DLL*

CTI Connector for Cisco

IPCC

SF_MSApi4.dll

SFDC Office Toolkit

MSXML6(r).DLL

MS XML 6

Salesforce UI

IE Only

Browser Connector

Executableruns in System Tray

AppExchangeAPIs

CTI Middleware

Data Dips

SoftPhone

COM

- IE DOM Commands- IE DOM Events

CTI Connector DLLSource Code

COM - XML

- Command: UOAction- Events:

UIRefreshUpdateTrayMenu (optional)

- Uses MSXML6- Uses Office Toolkit 4AppExchange

APIsData Dips

Source Code

- Event Sink- Command Handler

*Note: Source code for CTI Connector is provided


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Compatibility

CTI Toolkit sample adapter is compatiblewith:

Cisco IPCC Enterprise v7.0.2

CTI Toolkit sample code Requires:

CTIOS 7.0.2 COM APIs

Visual Studio 2003.NET

MS XML 6 download from www.microsoft.com

Office Toolkit 4.0 DLL provided, should beregistered


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CTI Connector

Generic Business Logic: CTIAdapterLib

Cisco-specific Business

Logic: CiscoCTIAdapter


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CTIAdapterLib

We provide the plumbing Allow you to construct

the user interface

You should never have totouch any of these

classes

But can


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CiscoCTIAdapter

Top 2 classes are COM plumbing

Bottom 2 classes:

Event Sink

Command Handling

Choose an arbitrary Name


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Event Sink

It will be different for

every adapter

It maps the set of CTI-

specific event to

Salesforce.com eventmodel


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Commands

Should be overriddento perform CTI-

specific calls


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Customization

Buttons Agent States

Labels

Status and ErrorMessages

Reason Codes

Business Logic


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XML Configuration File

Contains all the data about CTI server

Flexible data model

Only first section is mandatory

Imported in setup, passed to CTI adapter in CTIConnect

method


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IVR Integration

ResolveAttachedData() has to be implemented for every different CTI

System Format supported:

Key: [object.field]

Value: [value]

Example:

Case.CaseNumber=00001234 Account.AccountNumber=1001


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What Partners Should Build

A COM DLL that implements theISalesforceCTIAdapter COM interface

ISalesforceCTIAdapter has a method for

receiving XML from the Browser Connector

(UIAction) and an event for sending XML to the

BrowserConnector (UIRefresh).

There is also an optional event

(UpdateTrayMenu) if partners wish to customizethe Browser Connectors system tray menu


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CTI Toolkit Content


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CTI Toolkit What is included

Cisco CTI Adapter

Installation Project

Source Code

Demo CTI Adapter

Installation Project

Source Code

Documentation

salesforce_cti_developer_guide.pdf Call Center Edition Developers Guide

salesforce_cti_cisco_guide.pdf Cisco IPCC Enterprise Adapter Guide

salesforce_cti_admin_cheatsheet.pdf Setting Up Call Center Edition

salesforce_cti_enduser_cheatsheet.pdf Getting Started with your Softphone

salesforce_cti_demo_cheatsheet.pdf Using the Call Center Edition Demo Adapter

saleforce_cti.chm Salesforce CTI Connector Code Reference

Testing

Test Cases

.NET test framework and scripts

Readme Instructions

Legal Disclaimer

Release Notes?

Note: Demo CTI Adapter installable is provided separately


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Overview of Early Access Program


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Overview of Early Access Program

Provided to select set of Certified Partners Only

Allows partners early access to a Winter 07 release

http://aspen.salesforce.com:7921

Each Partner will get a DE org to do the

development and testing

This environment will be refreshed twice a week

CTI Wiki
http://aspen.salesforce.com:7921/http://aspen.salesforce.com:7921/


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Overview of Release Candidates

Process


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Release Candidates Process

RC3 delivered September 15

th

Intermediate fixes of various components

might be available on the Wiki

With each release candidate youll need torecompile your CTI adapter using the latest

version of the library source code

(CTIAdapterLib).


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Release Candidates, Upgrade

An upgrade consists of an updatedversion of the Browser Connector

executable and of the CTIAdapterLib source

Well do our best not to change the public APIs

in CTIAdapterLib, so that integrating the new

library code with your code will be painless

If we do have to change the public APIs in any

way, well document how we changed them inthe release notes


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Overview of API Access and Client ID


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CTI Toolkit - API Dependencies

AppExchange APIs

Not included in PE, TE

Custom Setup

Available only for specific API Client IDs


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What is Client ID?

A SOAP header that uniquely identifies your

company and provides your CTI products

with special API access

Allows API access for editions that do not

normally have it e.g. Team Edition, Professional Edition

Allows access to CustomSetup

The repository in Salesforce.com in which we store CTI

data

Default Client ID: CTI/1.0


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How to get a Client ID

We will assign you a client ID

You must ensure that you use this client ID in all your CTI-

related transactions with the Salesforce.com web services API

The client ID is defined in a single place, as the CTI_CLIENT_KEY

macro in CTIAppExchange.h. Change it here and your client ID

will be used throughout the code.

We will re-create the client IDs in Pre-Release

For Certified Partners we will provide a Production Client ID

Client ID support versioning (CTI/1.0, CTI/1.1 etc) use it to

versions of adapter


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Overview of Documentation

Documentation for End Users and


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Documentation for End-Users andAdmins

For end users and admins:

Online help (available within Salesforce)

End-user and Admin-user

Tip sheets (1-2 page PDF documents)

Getting Started with your SoftPhone(end users)

Getting Started with Setting Up Call Centers

(admin users)

Using the Call Center Edition Demo Adapter(admin users)


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Documentation for Developers

For developers:

Call Center Edition Developers Guide (100+ page PDF)

Overview of Call Center Edition architecture

Details and examples involving the most common CTI Toolkit

methods

Troubleshooting and Reference Salesforce CTI Toolkit Code Reference(.chm)

Complete CTI Toolkit API documentation, including all classes

and methods

Documentation generated directly from working code

Salesforce Cisco IPCC Enterprise Adapter Guide(5-6 pagePDF)

Implementation notes for the Salesforce Cisco IPCC Enterprise

adapter


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Overview of

Development Support Procedures


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How do I get help?

Contact Marco Casalaina for all your

questions and issues

We will generally respond reasonably

quickly if not the same business day

then the next one

If there is a bug, the fix will be targeted to

the next Release Candidate (when possible)

We might issue a temporary fix if necessary, tobe determined on a case by case basis

CTI Wiki


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CTI Wikihttp://wiki.developerforce.com/index.php/CTI_Toolkit

Release Candidates Posted

Release notes Updates, fixes, open issues

Known issues (see the Troubleshooting Your Adapter page)

Discussions
http://wiki.developerforce.com/index.php/CTI_Toolkithttp://wiki.developerforce.com/index.php/Troubleshooting_Your_CTI_Adapterhttp://wiki.developerforce.com/index.php/Troubleshooting_Your_CTI_Adapterhttp://wiki.developerforce.com/index.php/CTI_Toolkit

CTI Partner Engagement Presentation

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