Switchboard Panels

The Switchboard has been redesigned in recent versions of Switchvox. See TOOLS-EXTENSIONFEATURES-SWITCHBOARD-LAYOUTS (6.7) for details.

1 Standard Switchboard Panels
- 1.1 SugarCRM®
- 1.2 Salesforce.com
- 1.3 GoogleTM Maps
2 Custom Switchboard Panels

Switchboard Panels let you add powerful panels to your Switchboard. These panels let you exchange data with external Web applications, then display the results. The panels refresh each time a call comes in, showing caller-specific information. For each panel, you can specify which phone-type extensions are allowed to use it. If an extension isn’t allowed to use a panel, that panel isn’t included in the Switchboard’s Panel menu.

Standard Switchboard Panels

NOTE: As of 6.1 and higher, SugarCRM and Salesforce panels are no longer available. For Salesforce.com users, Switchvox extensions can now be used right within the salesforce.com call center. See the setup and user articles for more information.

Standard panels provide integration with SugarCRM®, Salesforce.com , and Google® Maps.

SugarCRM®

This panel provides integration with your SugarCRM® application.

SugarCRM® Web URL. This is the URL to your SugarCRM® application’s Web interface (e.g., http://crm.example.com/sugarcrm/). If you want external users to have access to this panel, then this URL must be accessible from the outside Internet. If your SugarCRM® application is running behind NAT, you may need to make it accessible by forwarding ports. HTTPS URLs and alternate ports are supported (e.g., https://public.example.com:8080/sugarcrm/).
SugarCRM® SOAP URL. This is the URL to your SugarCRM® application’s SOAP API (e.g.,http://crm.example.com/sugarcrm/soap.php). This URL must be accessible from the outside Internet, so if your CRM application is running behind NAT, you may need to make it accessible by forwarding ports. HTTPS URLs and alternate ports are supported (e.g., https://public.example.com:8080/sugarcrm/soap.php).
Extensions allowed to use this panel. Select one or many extensions on the left, and click the right-facing green icon to put those extensions into the box on the right. All of the extensions in the box on the right are allowed to use this panel.
Test your connection. Enter your CRM system username and password, and the phone number for a contact in your application. Click Test Settings to see the results of your test.

NOTE: This section is purely for testing your Switchvox's access to the CRM service, this Username and Password are not used outside of this test. In the Switchboard panel,each user must enter their own login information.

Salesforce.com

This panel provides integration with your Salesforce.com account.

Extensions allowed to use this panel. Select one or many extensions on the left, and click the right-facing green icon to put those extensions into the box on the right. All of the extensions in the box on the right are allowed to use this panel.
Test your connection. Enter your CRM system username and password, and the phone number for a contact in your application. Click Test Settings to see the results of your test.

NOTE: This section is purely for testing your Switchvox's access to the CRM service, this Username and Password are not used outside of this test. In the Switchboard panel,each user must enter their own login information.

GoogleTM Maps

This panel provides integration with Google Maps.

Default Zoom Level. Select the level of zoom to use. The Switchboard user can always zoom in or out.
Extensions allowed to use this panel. Select one or many extensions on the left, and click the right-facing green icon to put those extensions into the box on the right. All of the extensions in the box on the right are allowed to use this panel.
Test your connection. Enter a phone number to look up. Click Test Settings to see the results of your test.

Custom Switchboard Panels

Custom panels let you build your own panel that integrates with any Web application you choose. You can build the URL with Switchvox variables, which pass caller data to the application.

Panel Name. Enter a unique name for this panel. The panel name appears as the title of the panel window.
Panel Description. Enter a description of this panel. This is only displayed in the Admin Suite, it is not shown in the panel.
Panel URL. This is the URL to be loaded in the pane.The URL can contain variables (between percent signs) that are substituted with real values during each request. (See URL Variables.) For example, Google News

Extensions allowed to use this panel. Select one or many extensions on the left, and click the right-facing green icon to put those extensions into the box on the right. All of the extensions in the box on the right are allowed to use this panel.
URL Variables. You can include one or more variables in a Custom Panel URL.

CALLER_ID_NUMBER	The phone number of the current caller. Example: 8585551212
CALLER_ID_NAME	The text component of Caller-ID for the current caller. Example: BOB JONES
EXTENSION	The extension of the current Switchboard user. This does not apply to who is calling, but is instead the extension who has launched this Switchboard panel.
SESSION_ID	A string of numbers and underscores representing the current switchboard session. (There is no guarantee that this session_id is unique across logins or machines.)
FIRST_LOAD	A boolean integer value indicating if this is the first time the panel is requesting the page. On startup, the panel will request the URL without any associated call information with FIRST_LOAD set to 1. After subsequent calls, FIRST_LOAD will be set to 0.
PARTIAL_REG_CODE	The last four digits of your Switchvox’s registration code.
FULL_REG_CODE_DIGEST	A hexadecimal MD5 hash of your Switchvox’s registration code.