User/Administrator Manual for Salesforce Communicator V.2
Contents
1. December Technical Publications 1 2 ZULTYS INNOVATE COMMUNICATE COLLABORATE salesforce User Administrator Manual for Salesforce Communicator V 2 Author Zultys Technical Support Department This document serves as the Administrator and User guide for Zultys Salesforce Communicator Zultys Inc 785 Lucerne Sunnyvale California USA 94085 www zultys com Dr FLILTYS Technical Publications Trademark Information Zultys and the Zultys logo design are registered trademarks of Zultys Inc MXIE is a trademark of Zultys Inc Outlook is a trademark of Microsoft Corporation All other trademarks are the property of their respective owners Edition Notice This edition applies to Version 2 of Zultys Salesforce Communicator and all subsequent releases and modifications until otherwise indicated in new editions 2012 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 me chanical 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 interna tional tr2. Salesforce CRM Content Email Alerts Receive Salesforce CRM Content Alerts as Daily Digest Development Mode Show View State in Development Mode Allow Forecasting Call Center of the ZSFA to Version 2 IS recommended to create a new call center using the above process and assign the newly created call center to the users It is not recommended or supported to modify existing call center integrations to enable ZSFA See Section 7 3 for instructions on how to create an additional call center User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 31 of 47 Dr FULTYS Technical Publications Call Center Zultys Call Center Adapter All Call Centers Zultys Call Center Adapter Delete Clone Call Center Detail General Information Internal Name ZSFA Display Name Zultys Call Center Adapter Description Zultys Call Center Adapter CTI Connector Progld ZSFAZSFA Version n Dialing Options Outside Prefix 9 Long Distance Prefix 1 International Prefix 01 Call Center Users Manage Call Center Users Call Center Users by Profile System Administrator amp Total 8 User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution wi
3. To park a call click on the Park button 2 A popup message appears in the corner of the screen with the Park ID ge Zultys Call has been parked with ID gi h To retrieve a parked call click on an open line A dial pad opens Dial the Park Server followed by the Park ID and press the Dial button The MX will call the agent s bound phone nO wu A W When the phone is answered by the agent then the MX will complete the call 6 4 Transferring Call 1 To transfer the call click on the Transfer button Enter phone number to transfer to Initiate Transfer Cancel Transfer 2 The transfer dial pad appears User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 25 of 47 Dr FLILTYS Technical Publications 3 Enter the transfer number either by keying it directly into the phone number window or by clicking on the dial pad keys 4 Alternatively the transfer number can be retrieved from the Salesforce database Click on the Lookup icon next to the phone number window Enter phone number to transfer to ___ 3 5 The Salesforce Lookup window opens Pick an object Account Additional Directory Number Campaign Member Case Search Full Name i N N Fa 0 DO T z i om ELLE a 6 Conduct a search 7 Click on
4. 00 53 Contact Owner Alexand Contact AJW Name Al N Title Account Name ABC Co End Call Title u Department Hold O Birthdate Fark Transfer geeis en Wiew Lead Source O Line 2 Open Mailing Address 2334 N Chicage ine 3 Chicage O Line3 Open SS Languages Created B Alexand Log will auto save when call ends J PM o Subject Call 4102012 2 03 PM Description Name Contact Ali W E Comments al User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 20 of 47 Dr FULTYS Technical Publications 2 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 Zultys Communicator pane On a Call Zulvs CTI Adapter 2 0 5 Line 1 Caller ID 2582 Dialed Number Info Established Duration O0 07 Contacts Ali W 2 Sally Smith u Hold EEN rar Transfer Line Open Line 3 Open Current Call Log Log will auto save when call ends Subject Call 4102012 2 09 PM Related To To relate a record to this call navigate to it in the main window Comments User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 21 of 47 Dr FULTYS Technical Publicat
5. Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 11 of 47 Dr FULTYS Technical Publications Configuration has been saved 5 A Salesforce com Communicator icon appears in the taskbar indicating that the software is running Cy 6 Right clicking on this icon will display an About window providing Salesforce Communicator software information salesforce com Call Center Edition Version 4 01 Browser Connector Version 4 01 CTI Connector Zultys Salesforce com CTI Adapter Version 2 0 6 Copyright 2000 2010 salesforce com inc All rights reserved User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 12 of 47 Dr FLILTYS Technical Publications 2 3 Stopping Starting Zultys Salesforce Communicator 1 Click on Config Tool in the Salesforce Communicator folder 2 The Zultys Salesforce Communicator Configuration Tool window opens and indicates if the Salesforce Communicator software is started 3 To obtain successful Salesforce MX integration the Salesforce Communicator software must be started If it is not click on the Start button EP Zultys Salesforce Adapter Configuration Tool Adapter not started Zultys MX IP URL 10 10 10 94 Bind Information Use curent O Device ID O Etemal number U
6. LL DOES NOT APPEAR IN THE ZULTYS SALESFORCE COMMUNICATOR PANE WINDOW 45 9 5 THE CLICK TO DIAL FEATURE IN SALESFORCE IS DISABLED scccesccscececcesccesceeees 45 9 6 DISABLING MIXED CONTENT MESSAGES IN INTERNET EXPLORER 9 02 c0eeceeeeeees 45 User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 4 of 47 Technical Publications User Manual User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 5 of 47 Dr ZULTYS Technical Publications 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 Salesforce Communicator 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 Valid license is required to utilize Zultys Salesforce Communicator software 1 2 Salesforce Communicator Requirements Following requirements must be met for Zultys Salesforce Commu
7. al J FI gt Hide Dialpad Lime Open Line3 Open Powered y DY Ed 4 The MX will call the agent s bound phone 5 When the phone is answered by the agent then the MX will complete the call User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 18 of 47 Dr FULTYS Technical Publications 5 Receiving a Call within Salesforce 5 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 decline it Pus le a Zultys CTI Adapter 2 0 5 Caller ID 1332 Service Ali W Bind OOOBEAZT172Z0 Decline call Line Open O Line3 Open MIT ENE Pueri y BA ZULTYS User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 19 of 47 Technical Publications SS ZULTYS 5 2 Contact Screen Pane 1 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 mm Contact sd f E Fi Zultys CTI Adapter 2 0 5 ii Al l W Linei O Opportunities 0 Cases Caller ID 3563 Dialed aE Contact Detail Info Established Duration
8. al Publications 8 7 1 Upload gt 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 8 7 2 Upload gt Certificate Chain 1 Navigate to certificate file location and select it 2 Mobile phone connectivity is now enabled 8 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 1 In MX Administrator navigate to Configure gt Users File Provision Configure Auto Attendant Maintenz sa CO Dial Plan D ES Fax and Voice Mail Limits amp Devices k3 Assignment 1 Timeouts di Audio Holidays Ej System Speed Dials gt Operator and Call Groups E mail Notification E MS Exchange Configuration External Messaging Settings Tg Fax Cover Pages Call Attached Data 2 Select Users 3 Click Profiles which is located at the bottom of the resulting screen User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 43 of 47 Dr FULTYS Technical Publications profiles 4 Select a profile of a Salesforce user from the list on the left side of the Profiles window J LU NUL AIW DassWUIU CXLETISIUI F Do not allow repeating digits in passw
9. cecececcccecccccececccecscccecseeucecseeaceces 3 8 MX ADMINISTRATOR SETUP cccccccecccccccccsccccscccsccccsccscccsccncsecccscsesecsecs 33 8 1 MX REQUIREMENT ccceccsceccccecccceccscececcececescecescecsceceseeceseececscscectscesescesscececees 33 User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 3 of 47 Dr FLILTYS Technical Publications 6 2 CREATE AA ERI ATE aie ei oe es le Ee ee oa ee 39 8 3 ENARE CRMIACEESS oen tees EE E EAEE NRE EREE ee ea 33 8 4 GENERATING A SECURITY KEY cccscccsccesccscesscesccesscesccessescescesscesscesseesseuscenscs 55 8 5 GENERATE AND INSTALL A SELF SIGNED CERTIFICATE 0cccseccesccscccsccesccesccesceeces 35 8 6 GENERATE A REQUEST FOR A CERTIFICATE FROM A CERTIFICATE AUTHORITY 40 8 7 INSTALL A CERTIFICATE FROM A CERTIFICATE AUTHORITY cseccscccecceeccesccesceuses 42 8 8 ENABLE CRM USER ACCESS ccscccsccesscsccssccscesccesscesscesseescesccesscesccesseessenscenscs 43 9 TROUBLESHOOTING soca is esse ces cs ee ei deans oe tE NEEE Ed ee ee 45 9 1 AGENT IS UNABLE TO INSTALL ZULTYS SALESFORCE COMMUNICATOR SOFTWARE 45 9 2 ZULTYS SALESFORCE COMMUNICATOR DOES NOT INITIALIZE 00cceeeceeccsccesceeees 45 9 3 ZULTYS SALESFORCE COMMUNICATOR LOG IN FAILED cccceseccesscessccsscessceessees 45 9 4 CA
10. cecs 15 4 MAKING A CALL WITHIN SALESFORCE ese ee ese see esse se se ees ee ee se ee ee ee ee ee ee ee ee ee 17 A 1 USING AN EXISTING ACCOUNT ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ed 17 4 2 USING THE ZULTYS ADAPTER DIAL PAD ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ed 17 5 RECEIVING A CALL WITHIN SALESFORCE ccceccccccsccccsccccsccccccsccccscees 19 2G a Cie G7 Beene ee AER ee eee 19 5 2 CONTACT SCREEN PANE osse ee ee ie De Ge oe ee Ee ee es ee ei ee ee ee Re ee ee 20 6 CAT GOIN basses essere vies ccc SE E eo ee EG Ge SO EE EE 24 6 ENDING EA ipso ee ee Ee Ee OE ee GE oe 24 6 2 PUTTING CALL ON HOLD RETRIEVING CALL ee ee ee ee ee ee ee ee ee ee ee ee ee ed 24 6 3 PARKING A CALL RETRIEVING A PARKED CALL ee ee ee ee ee ee ee ee ee ed 25 6 4 TRANSFERRING CALL ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee eed 25 7 SALESFORCE ADMINISTRATOR S SETUP cccsccccscsccccsccccscsccccsccccsccceeces 28 7 1 ZSFALXML FILE Se ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 28 7 2 CREATING A NEW CALL CENTER ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ed 28 7 3 TO CREATE ADDITIONAL CALL CENTERS FOR A PARTICULAR CTI ADAPTER ee ee 30 7 4 ENABLING AN EXISTING CALL CENTER FOR A USER ccecescecececescecececcccececsceceececsces 30 7 5 MODIFYING AN EXISTING CALL CENTER cccccc
11. ck Open to enter the path in the Call Center Definition File field Help for this Page 7 Call Center Import n To create your first call center record for a CTI adapter that was just installed import the adapters default XML call center definition file into salesforce com The call ce definition file is located in the adapter s installation directory and is typically named after the type of CTI system that the adapter supports for example CiscolPCCEnterprise7x xml View sample definition file Q EE TEE TR EET Import Cancel New Call Center Import Information Required information Call Center Definition File SS Browse import Cancel 5 Click Import 6 If you need to make any additional changes click Edit next to the name of the new call center User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 29 of 47 Dr FLILTYS Technical Publications 7 3 To create additional call centers for a particular CTI adapter 1 In the Call Centers list page click the name of a call center that uses the Same CTI adapter as the call center that you want to create 2 Click Clone 3 Specify a unique value for Internal Name This name identifies the new call center record in Salesforce and is limited to 40 alohanumeric characters It must start with an alphabetic character 4 Make any ad
12. ditional changes to the new call center as necessary 5 Click Save 7 4 Enabling an Existing Call Center for a user To enable Salesforce Communicator on your MX IP phone system users need to be assigned to a specifically created Zultys Call Center The Salesforce Call Center does not have any association with MX user call group assignment or creation of a call group on the MX User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 30 of 47 SF ZULTYS User John Jones Pergong Gr User Detail Name Alias Email Username Community Nickname Title Company Department Division Address Time Zone Locale Language Delegated Approver Manager Receive Approval Request Ermaals Hevrslelder Admin Newsletter Federation ID Technical Publications Edit Change Password John Jone jjones johnjomes ABC Company SMT 06 00 Paatie Standard Time Areaisa Les Anseles English United States English Only if arm on aperower 7 5 Modifying an Existing Call Center If you are upgrading from Version Role User License Profile Attive Marketing User Offline User Knowledge User Service Cloud User Mobile User Mobile Configuration Recess bility Mode Color Blind Palette on Charts Send Apex Warning Emails fslesiarce CRM Content User Recen
13. down list gt Security Certificate Management Certificate Certificate Chain MX has no certificate You can generate or upload it X doesn t have security key Please generate or upload one User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 34 of 47 Dr FLILTYS Technical Publications 4 Click OK in the following popup message Security Certificate Management You are going to modify security key on MA All certificates are going to be verified and removed in case of incompatible 5 Verify Security Key is successfully installed Once the Key is generated the screen updates to reflect this information Security Certificate Management Certificate Certificate Chain MX has no certificate You can generate or upload it Security key is OK 8 5 Generate and Install a Self Signed Certificate 1 In MX Administrator navigate to Maintenance gt Security Certificate Management User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 35 of 47 Technical Publications fy Backup ld Restore Scheduled Backup EF Archive Z Syslog Configuration E Software Licenses mm Security Certificate Management Update Firmware Ro
14. eaty 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 respon sible for printing or clerical errors Information in this document is subject to change without notice User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 2 of 47 Dr FLILTYS Technical Publications 1 Table of Contents 1 TABLE OF CONTEMNTS ii ES ee ee ee Ge ee ee Ge ee ee ee GE ee 3 1 INTRODUCTION TO SALESFORCE COMMUNICATOR ccccccscscscscscsscscscsecs 6 1 1 FEATURE DESCRIPTION ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 6 1 2 SALESFORCE COMMUNICATOR REQUIREMENTS cccscecoscececcececcececcscecescecescecseececes 6 1 3 NEW FEATURES IN ZULTYS SALESFORCE COMMUNICATOR V 2 ccecececccceccccccececeecs 7 2 IMPLEMENTING ZULTYS SALESFORCE COMMUNICATOR esse esse sesse sees ese ees 8 2 1 INSTALLING ZULTYS SALESFORCE COMMUNICATOR ee ee ee ee ee ee ee ee ee eed 8 2 2 CONFIGURING ZULTYS SALESFORCE COMMUNICATOR ee ee ee ee ee ee ee 1 2 3 STOPPING STARTING ZULTYS SALESFORCE COMMUNICATOR ccceccscecescecesceceseececes 13 3 RUNNING SALESFORCE WITH ZULTYS MX cccecscsccccccscscsccccccscscscccce
15. ed sites Internet Q This zone is for Internet websites except those listed in trusted and restricted zones Security level for this zone Allowed levels for this zone Medium to High Medium high Appropriate for most websites P Prompts before downloading potentially unsafe content Unsigned ActiveX controls will not bafa Enable Protected Mode requires resjgfing Internet Explorer Default level User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 46 of 47 Dr FULTYS Technical Publications 4 Scroll down the list of options and select Enabled for the Display mixed content Security Settings Internet Zone Enable _ Allow webpages to use restricted protocols for active conten Disable Enable Prompt _ Allow websites to open windows without address or status bi Disable PP Nadie a Display mixed content Disable EEB Ea _ Don t prompt for dient certificate selection when only one ce Disable Enable Miran and Aran ar ramu and macta floc lt TT Takes effect after you restart Internet Explorer Reset custom settings Reset to Mediumhigh defa or Lo 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 User Adm
16. etting added in the Zultys Salesforce Adapter Configuration Tool e Park option added e Answer button added for incoming calls User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 7 of 47 Dr FLILTYS Technical Publications 2 Implementing Zultys Salesforce Communicator 2 1 Installing Zultys Salesforce Communicator 1 2 Download the Zultys Salesforce Communicator setup software Run the setup software to install the Zultys Salesforce Communicator on the computer Mote Microsoft Administrator rights are reguirea If an Unknown Publisher security warning window appears click on Open File Security Warning The publisher could not be verified Are you sure you want to run this software Name ZSFASetup exe Publisher Unknown Publisher Type Application From E ZULTYS NEW GUIDES Zultys Software MF Always ask before opening this file This file does not have a valid digital signature that venties its publisher You should only run software trom publishers you trust How can decide what software to nn 4 The Zultys Sa esforce Communicator Setup window opens Click on Next User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 8 of 47 Technical Pub
17. hey will be saved in the Salesforce Contact s database record for future reference Related To To relate a record to this call navigate to it in the main windcra Comments Samy doubled order gt l User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 23 of 47 Dr FULTYS Technical Publications 6 Call Control The Zultys Salesforce Communicator pane presents control buttons for ending the call putting it on hold parking and transferring it Zultys CTl Adapter 2 0 5 OG Line 1 Caller ID 1440 Service Lal Bind OOOBEAG11720 Info Established Duration 00 01 Account WWikeT Inc Contact Jack Tokarcik s End Call E o EZE Fark Transfer O Line Open O Line3 Open 6 1 Ending Call Click on the End Call button 6 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 User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 24 of 47 Dr FULTYS Technical Publications as Retrieve From Hold 3 To retrieve call click on the Retrieve From Hold Button 6 3 Parking a Call Retrieving a Parked Call 1
18. ibution without permission Page 16 of 47 5 Dr FULTYS Technical Publications 4 Making a Call within Salesforce 4 1 Using an Existing Account 1 Display the Account or Contact screen ABC Company Customize Page Edit Layout Printable View Contacts i5 Opportunities IF Cases 4 Open Activ ies 10 Activty History 5 Notes amp Attachments 0 Account Detail Edit Delete Rating Warm Account Owner John Jones Change view Hierarchy Account Name ABC Company Phone 312 55 es Parent Account Fax 312 555 1005 2 Click on phone icon next to phone number 3 The MX will call the agent s bound phone 4 When the phone is answered by the agent then the MX will complete the call 4 2 Using the Zultys Adapter Dial Pad 1 In the Zultys Communicator pane click on an open line A dial pad opens 2 To switch the Active Role from which the call is made right click on the trop down menu at the top of the Zultys pane and select a role User le ser Callc Log Out 1 Upen O Line a Line Open Line 3 Open Powered iy By ZULTYS User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 17 of 47 Dr FULTYS Technical Publications 3 Enter the number being called EE Zulys CTI Adapter 2 0 5 Line1 Open Enter phone number to dial Di
19. inistrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 47 of 47
20. ions 3 After answering the call clicking on the appropriate caller s name opens that caller s contact window Contact 4 Ms Sally Smith Zultys CTI Adapter 2 0 5 Line 1 Open Opportunities 0 Cases 0 Op Line 2 Open Contact Detail Line3 Open Contact Owner John Jone Last3 Calls Name Ms Sally Account Name FI Subject Call 2 6 2011 6 34 PM Edit ABC Com Comments Title Department Subject Call 2 6 2011 6 33 PM Edit Birthdate Comments ReportsTo view Org Subject Call 2 6 2011 6 32 PM Edit Lead Source Name Contact Ms Salhr Smith Mailing Address Z334 N M Comments Chicago Languages Created By John Jone POWER Jy 4 ZULTYS Description 4 If there is no Caller ID match in the Contact database the agent can create a new Salesforce Contact page and save the Zultys Communicator call Log to the new contact 4 Zultys CTI Adapter 2 0 5 O Line 1 Caller ID 749 Dialed Number Bind 000850215024 Role ICC Info Established Duration 00 18 End Call E i EE Fark Transfer Line Open Line 3 Open Current Call Log Log will auto save when call ends User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 22 of 47 Dr FULTYS Technical Publications 5 After call completion comments can be entered and t
21. l CTI adapters gt Update each users machine so that it has the appropriate Salesforce CTI adapter for the users call center O Line1 On Cal EI 2 Define a call center Specify the call center s name IP address port and any other connection information Caller ID 4155551212 A k bata ig options for international long distance and external calls Duration 00 22 Manage users Select the users who are members ofthis call center Found 1 Case 5 SOE Case 00001001 Add useful phone numbers beyond the call center user extensions that salesforce com automatically includes Number 5 Select the call details and salesforce com objects that are automatically displayed with inbound outbound and internal calls TER Assign a SoftPhone layout to any user profile ro Transfer Conference Powered by E me this page again Continue Help for this P All Call Centers ed Ia A call center corresponds to a single computer telephony integration CTI system alr in place at your organization Salesforce com users must be assigned to ac center before they can use any Call Center features Import Name t Version Created Date Last Modified Date No records to display 4 Next to the Call Center Definition File field click Browse to navigate to the ZSFA installation on a user s PC This XML file is named after the type of CTI system that the adapter supports For example the MX s adapter s default call center definition file is named ZSFA xml Cli
22. l verity certificate based on Host Address information only 6 Save generated Certificate Request User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 41 of 47 ZUILTYS Technical Publications GR Save As oe Oo Do_Not_Distribute teacher Searc Organize v New folder X Favorites E Documents library Arrange by Folder HE Desktop teacher ri Downloads Name T Recent Places No items match your search MB Desktop 3 Libraries c Documents ad Music E Pictures F Videos ed Homegroup gt Ed File name HIER VA Save as type Certification Request csr v m v Hide Folders 7 Purchase online a certificate from a Certificate Authority When requested upload the above CSR file 8 The certificate authority will download your certificate 8 7 Install a Certificate from a Certificate Authority In MX Administrator navigate to Maintenance gt Security Certificate Management Security Certificate Management Certificate Certificate Chain MA has no certificate You can generate or upload it Security key is OK User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 42 of 47 Dr FULTYS Technic
23. lications Welcome to the ultys Salesforce CTI Adapter Setup Wizard This application setup Zultys Salesforce CTI Adapter on your computer Supported browsers Mozilla Firefox 3 5 or higher Microsoft Internet Explorer 7 0 or higher Press Next button for continue 5 Choose an install location Click on Install Zultys Salesforce CTI Adapter Setup a Install Location Choose the folder in which to install Zultys Salesforce CTI Adapter Setup will install Zultys Salesforce CTI Adapter in the following folder To install in a different folder dick Browse and select another folder Click Install to start the installation Destination Folder gram Files x86 Salesforce com Zultys Salesforce CTI Adapter Space required 9 2MB Space available 284 1GB Nullsoft Install System v2 46 6 A Zultys Salesforce Communicator window indicates that the Salesforce Communicator software has been installed Click on Finish User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 9 of 47 Dr ZUILTYS Technical Publications Zultys Salesforce CTI Adapter Setup ENE Completing the ultys Salesforce CTI Adapter Setup Wizard Zultys Salesforce CTI Adapter has been installed on your computer Click Finish to dose this wizard User Administrator Manual f
24. llback to Old Firmware Install Language Pack Install New MXmobile Software Install New Reports Clean Install Patch Manager E Shutdown MX 2 Generate Certificate gt Security Certificate Management Certificate Certificate Chain MX has no certificate You can generate or upload it User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 36 of 47 Dr FULTYS Technical Publications 3 Select Generate gt Generate Self Signed Certificate MX has no certificate You can generate or upload it gees f CE Security Key Certificate Request Self Signed Certificate 4 Complete the form with necessary information User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 37 of 47 Technical Publications General Info Country Code State or province Ohio Locality Middlefield Organization Name Zultys_CLE Organization Unit Days Host Address Alternative Host Addresses 192 168 15 150 5 Click Generate Certificate 6 Click OK to the warning popup up message Generate New Certificate Warning Alternative addresses you entered will be used to generate Jes X50973 Subject Alternative Mame data Please be advised that
25. nicator to function properly e Agent s computer is running 32 bit or 64 bit version of Microsoft Windows XP with SP3 Windows 7 or Windows Terminal Server e Zultys Salesforce Communicator software is installed e Salesforce Enterprise Edition Unlimited Edition or Professional Edition license e Agent is logged into Salesforce Enterprise Edition Unlimited Edition or Professional 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 e 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 assignment e Agent is bound to a phone set or a softphone Salesforce and Salesforce Communicator do not provide built in audio device e For MX versions 7 0 5 and below MXIE is required for MX versions 7 0 7 and higher MXIE is no longer required User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 6 of 47 Dr FULTYS Technical Publications 1 3 New Features in Zultys Salesforce Communicator V 2 e Role Group Login screen added on login to Zultys Salesforce Communicator if at least one role is available e Ability to change Active Ro e for making outbound calls added e Multiple lines support e Bind S
26. nt s computer and will not be requested again Enter your login credentials User jjones Password beer 2y yf ZULTYS User Is your MXIE User name Password is your MXIE password 6 Ascanning green bar in the pane indicates that a connection is being made between Salesforce and the MX User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 15 of 47 Technical Publications TIT Logging in Powered PJ ZULTYS 7 When connectivity is achieved the Select Role to Login screen appears Select role to login ACD ICC Operator a Dk Powered 1y Ly ZULIYS 8 Select the checkboxes for roles to log in as and press OK 9 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 and SS eee Accounts Contacts REG Zultys CTI Adapter 2 0 5 Line1 Open Line Open Line3 Open Powered n PY ZULTYS Salesforce Communicator For example if an Agent is logged into an Operator role in MXIE and later deselects this role while logging into Salesforce Communicator the agent will also be logged out of their Operator role in MXIE User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distr
27. or Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 10 of 47 Dr FLILTYS Technical Publications 2 2 Configuring Zultys Salesforce Communicator 1 After installation of the Zultys Salesforce Communicator the setup software creates a Sa esforce Communicator folder Click on Config Tool in the folder A Zultys Salesforce Communicator Configuration Tool window opens p Zultys Salesforce Adapter Configuration Tool Adapter not started Zultys MX IP URL 10 10 1054 Bind Information Use curent O Device ID Ettemal number 2 Type the IP address of the MX This entry is required only the first time that the Config Tool is opened The IP address will be stored on the PC 3 Inthe Bind nformation section select the option for your bound device Use Current binds Salesforce Communicator to the same device that is already used as the bound device by MXIE or other client application If no active bindings are available then Salesforce Communicator binds to a device assigned to the user by system s administrator If Device ID or External Number is selected valid device ID or phone number must be entered below for the binding to be completed 4 Click on Save A window indicates that the configuration has been saved To start the Salesforce Communicator Adapter click the Start button User Administrator Manual for Salesforce
28. ord E Allow digit passwords only Language Music on Hold Do not change Ne E A member of pickup group 1 V Enable voice mail a E Can return calls from voice mail Can register unmanaged devices E Send DID as calling party number E Can view parked calls V Enable MXIE usage V Enable IM Enable Video Can set presence presence note of other users E Desktop Integration Enable Mobile Access V Enable unified messaging using MS Exchange T Automatically set location of bound device to MXIE location V CRM User Access Use ca anquade or VM prompts 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 User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 44 of 47 Dr FLILTYS Technical Publications 9 Troubleshooting 9 1 Agent is unable to install Zultys Salesforce Communicator software Installer must have Microsoft Administrator privileges 9 2 Zultys Salesforce Communicator does not initialize e Check within the Configuration Tool that the Salesforce Communicator software is started and it displays the correct IP address of the MX e Make sure port 7778 is open e Make sure the certificate is valid e Make
29. phone icon next to the identified party 8 That person s number is automatically entered into the phone number window Enter phone number to transfer to a he Initiate Transfer 9 Click on the Initiate Transfer button Call is transferred User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 26 of 47 Dr FULTYS Technical Publications Administrator Manual User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 27 of 47 Dr ZULTYS Technical Publications 7 Salesforce Administrator s Setup 7 1 ZSFA XML file The ZSFA xml file is automatically copied to the user s PC when installing the Zultys Salesforce Adapter By default on Windows 7 64 bit machines the ZSFA is installed at C Program Files x86 Salesforce com Zultys Salesforce CTI Adapter The file is titled ZSFA xml You can copy this file to import the Salesforce com call center 7 2 Creating a new call center If the Zultys Call Center has not yet been established you must create one The easiest way to establish a Zultys Call Center is to import the Call Center Definition file A call center definition file specifies a set of fields and values that are used to define a call center in Salesforce for a pa
30. rticular CTI adapter Salesforce uses call center definition files in order to support the integration of Salesforce CRM Call Center with the Zultys MX The first instance of a call center record for a particular CTI adapter must be defined by importing the adapter s call center definition file Subsequent call centers for a CTI adapter can be created by cloning the original call center record A call center corresponds to a single instance of a CTI system at your organization To create your first call center for a CTI adapter 1 In Salesforce click Your Name gt Setup gt Customize gt Call Center gt Call Centers The Introducing Salesforce CRM Call Center splash page appears 2 Click Continue User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 28 of 47 Dr FULTYS Technical Publications Introducing Salesforce CRM Call Center Help for th Salesforce CRM Call Center improves the productivity of your call center users by providing fast and easy access to accounts contacts cases and other salesforce corr objects that are directly related to incoming calls By embedding a SoftPhone within salesforce com Call Center allows your call center users to perform all the functions their job from a single application Getting Started with Salesforce CRM Call Center A ae Ready for Calls v 1 Instal
31. s 8 6 Generate a Request for a Certificate from a Certificate Authority 1 In MX Administrator navigate to Maintenance gt Security Certificate Management id Restore Scheduled Backup TEE Archive Z Syslog Configuration E Software Licenses w Security Certificate Management Update Firmware Rollback to Old Firmware g Install Language Pack E Install New MXmobile Software Install New Reports Clean Install a Patch Manager E Shutdown MX 2 Generate a Certificate Request x anagem Certificate Certificate Chain MX has no certificate You can generate or upload it Security key is OK Security Key Self Signed Certificate 3 Complete the form with necessary information User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 40 of 47 Technical Publications General Info Country Code IS State or province Ohio Locality Middlefield Organization Name Zultys CLE Organization Unit Host Address 10 0 0 225 Alternative Host Addresses 192 168 15 150 oo 4 Click on Generate Request 5 Click ok in the warning popup Generate Certificate Request Warning Alternative addresses you entered will be used to generate Jaa X50973 Subject Alternative Name data Please be advised that some systems do not recognize that information and wil
32. ser Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 13 of 47 Dr FULTYS Technical Publications 4 To stop the software click on the Stop button p Zultys Salesforce Adapter Configuration Tool Adapter not started Zultys MX IP URL 10 10 1054 Bind Information Use current Device ID 0 Extemal number 5 To restore successful Salesforce MX integration the Salesforce Communicator software must be restarted User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 Dec 28 12 2012 Zultys Inc No reproduction of distribution without permission Page 14 of 47 Dr FLILTYS Technical Publications 3 Running Salesforce with Zultys MX Cy 1 Click on the sun adspter link or on the Run Adapter command in the Salesforce Communicator folder 2 The Zultys Salesforce Communicator icon cy appears in the system tray 3 Verify that the Salesforce Communicator software is running using the Config Tool see Section 2 3 4 Using an appropriate Web browser log in as a user to the Salesforce com CRM 5 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 log in information The log in is stored on the age
33. some systems do not recognize that information and will verify certificate based on Host Address information only 7 Click OK in the confirmation popup message User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 38 of 47 Technical Publications Generate New Certificate lt a 8 Click Close Version 3 0x2 Serial Number 777 0x309 Signature Algorithm shaiWithRSAEncryption Issuer C U5 5T Ohio L Middlefield O Zultys CLE CN 10 0 0 225 Validity Not Before May 4 13 45 35 2010 GMT Not After May 4 13 45 35 2071 GMT Subject C U5 5T Ohio L Middlefield O Zultys_CLE CN 10 0 0 225 Subject Public Key Info Public Key Algorithm rsaEncryption RSA Public Key 2048 bit Modulus 2046 bit Ose 6 28 57 266794 01 25 79 94 45 40 57 9cr7 be b amp ed 3b61 7 1 d4 25 9d eb e 7 1b6 4 6 21 10 ca5het betas baethee9b 36 10 5b 11 23 d2 cfef 20 de c7 cf 7cb2d9 a6 b4 a8 28 7f CECbEB Ab a0 7f cat III er BIBI dT be ab Acrefce i 3A0 0rAd dd 20 59 7bfb 1a 12bf1ef1f0ABdAd da 21 db 27 b4 86 da Eb b4 37 e ABT T 6 Ke eVceBebreIbsda 81 Security key is OK Oreo User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 39 of 47 Dr FULTYS Technical Publication
34. sure CRM Access is enabled in User Profile section of Zultys MX Administrator 9 3 Zultys Salesforce Communicator Log In Failed Check that your MX user login information is correct 9 4 Call does not appear in the Zultys Salesforce Communicator pane window Check that the Zultys Salesforce Communicator software is running 9 5 The Click to Dial feature in Salesforce is disabled Check that the Zultys Salesforce Communicator is running 9 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 User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 45 of 47 Technical Publications Blank Page Print File Zoom 100 Safety View downloads Manage add ons F12 developer tools Go to pinned sites Internet options About Internet Explorer 2 In the Internet Options window select the Security tab 3 Click on the Custom level button while the Internet zone is selected Internet Options Security Privacy Content Connections Programs Advanced Select a zone to view or change security settings Y 9 Internet Local intranet Trusted sites Restrict
35. thout permission Page 32 of 47 Dr FLILTYS Technical Publications 8 MX Administrator Setup 8 1 MX requirement Zultys MX firmware version 7 0 5 or higher should be installed and MX port 7778 should be opened 8 2 Create a Certificate In order for the MX to communicate with Salesforce com it must have an installed digital security certificate and user profile should be enabled for CRM access 8 3 Enable CRM Access To support Salesforce integration CRM Access feature of User Profile in MX Administrator should be enabled see Section 8 8 for more information 8 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 gt Security Certificate Management Pe ty Backup 3 id Restore Scheduled Backup EF Archive Z Syslog Configuration Software Licenses Security Certificate Management G Update Firmware Rollback to Old Firmware G Install Language Pack Install New MXmobile Software Install New Reports Clean Install Patch Manager di Shutdown MX User Administrator Manual for Salesforce Communicator V 2 0000000350 Revision 5 December 28 2012 2012 Zultys Inc No reproduction of distribution without permission Page 33 of 47 Dr FULTYS Technical Publications 2 Select Generate gt Security Key 3 Click on Generate and select Security Key from the drop
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