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ADDITIONAL CONFIGURATION CHANGES
When done adding users to the Call Center environment, you will need to make some additional configuration changes. These changes set up default Call Logging, Call Disposition settings, etc.
Go to Setup as above.
Search for Custom Settings in the search box and click on it.
Click NetFortris CTI Settings.
Click Manage at the top.
Click New above the “Default Organization Level Value” line.
Click Save without making any changes.
Search for Softphone Layouts in the search box and click on it.
Click Continue.
Click New.
Enter a name in the Name box (e.g. “NetFortris Softphone Layout”).
Check as the Default Layout.
Click Save.
CONFIRMING CONFIGURATION
Once completed, click the App Launcher icon in the upper left. (It’s a square of 9 dots). Click on NetFortris CTI Adapter. You might need to click View All to see it.
You should now be able to see a Phone tab in the lower left corner on the main Salesforce page. It’s also possible to add the Softphone Utility to other Salesforce apps as well. To do this:
Log into Salesforce.
Go to Setup.
Search for App Manager.
Click the down arrow next to the app you want to edit and click Edit.
NOTE: Only Lightning apps will work with the CTI Adapter.In the next screen, click Utility Items on the left.
Click Add Utility Item.
Select Open CTI Softphone.
Click Save at the bottom.
Now when you load this App in Salesforce, there should be a Phone tab at the bottom.
UNINSTALLATION
To remove the NetFortris Salesforce CTI Adapter, follow these steps:
Log into Salesforce.
Go to Setup in the upper right corner (gear icon).
Search for Installed Packages.
Click Uninstall and follow the remaining instructions.
USER GUIDE
INTRODUCTION
To utilize the NetFortris CTI Adapter, the following requirements must be met:
Your Salesforce Admin has completed the set up and configuration instructions (above).
You have an active CommUnity account with at least one user.
Website Cookies must be enabled.
CommUnity is installed on your computer and has modified the appropriate settings (see “CommUnity Installation and Configuration”).
Your user is logged into CommUnity.
Once an admin has set up the CTI adapter, go to the main Salesforce page and launch the NetFortris CTI Adapter App.
Click on the Phone tab to open.
Login to the adapter with your CommUnity user credentials:
COMMUNITY USER INSTALLATION AND CONFIGURATION
All Salesforce integration users will need to install CommUnity and make a setting change for the CTI integration to work smoothly.
Download and install CommUnity desktop app: https://downloads.netfortris.com/
Open the CommUnity desktop App.
Login using your CommUnity user credentials.
Click your Avatar in the bottom of the left side panel.
Select Settings → General.
Under the “Phone Calls” section, disable
Always open phone modal when receiving incoming call.
PLACING/RECEIVING CALLS
Placing and receiving calls from within the adapter—or outside of the adapter—will display call status in the adapter. The adapter also allows basic call control for answering, transferring, placing calls on hold, and ending calls.
TRANSFERRING CALLS
NOTE: The CTI adapter can do blind transfers only.
Click the Transfer Icon.
Enter the number you wish to transfer to.
Click the Transfer key to complete the transfer.
LOGGING A CALL TASK
Inbound/Outbound calls will have the ability to log call comments which will appear in Task reports. This can be done while on a live call, or after the call was completed. Call logs related to known numbers within Salesforce will be attached to those records.
To log a task entry, go to the Call Log(s) section of the adapter. The subject of the task is pre-populated with the call direction and date. This can be modified. Enter the comments you wish to make and click the Save button, to retain the task comments.
NOTE
Inbound calls that match known records will honor the Screen Pop settings for the user.
CALL LOG REPORTS
To create and view Call Log Reports, follow these steps:
Click the App Launcher icon from the main Salesforce page.
Search for Reports and click it.
If a report hasn’t already been created, click New Report in the upper right.
Search for Tasks and Events. Click it and then click Continue.
Click Filters on the left.
Change “Show Me” to My activities and click Done.
Change Show to Open & Completed Activities and click Apply.
(Optional) Change the Date.
(Optional) Add the Created Date column by going back to “Outline” and search for and add Created Date. From there, refresh the page and click the arrow next to Created Date and Sort Ascending.
Click Save and Run.
APPENDIX
ADAPTER LIMITATIONS AND TROUBLESHOOTING
KNOWN LIMITATIONS
Support for Internet Explorer 11 is not provided for the Salesforce Lightning Platform
The Phone field is not visible by default on the Call Log records as it was in Classic Salesforce may have a way to change this, but it is not clear or obvious how to do so in Lightning.
The Call Log activity does not appear in the Feed section of Case records, but it does appear if you click Related and scroll to the Activity History. This affects Lightning but not Classic.
TROUBLESHOOTING
Opening the Phone table only displays bouncing blue dots or a rotating loading symbol?
On occasion, Salesforce may fail to load/redirect the CTI Adapter URL. This usually will be caused by network issues, or there’s a DNS problem.The HTML text, images, and layout is garbled?
If this is the case, just wait a few minutes and try refreshing again. The user may also need to do a hard refresh to clear the local cache.
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