five9 open cti adapter for salesforce five9 open cti adapter for salesforce • administrator’s...

Click here to load reader

Post on 12-Apr-2018

419 views

Category:

Documents

14 download

Embed Size (px)

TRANSCRIPT

  • Cloud Contact Center Software

    Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2017 Five9, Inc.

    Five9 Open CTI Adapter for SalesforceAdministrators Guide

    July 2017

    The Five9 Open CTI Adapter for Salesforce enables you to integrate the Five9 Cloud Contact Center with the Salesforce.com CRM. The Five9 integration with Salesforce enhances the ability of contact center agents to retain and support customers.

  • ii Five9 Open CTI Adapter for Salesforce Administrators Guide

    About Five9

    Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com.

    Trademarks

    Five9Five9 LogoFive9 SoCoCareFive9 Connect

  • Contents

    Whats New................................................................................ vi

    Chapter 1Introduction ................................................................................1Requirements ........................................................................................ 1Summary of the Integration Steps ................................................................ 2

    Chapter 2Installing the Components...............................................................3Installing the Five9 Managed Package............................................................ 4Installing the Five9 Components .................................................................10

    Chapter 3Configuring the Essential Features of a Salesforce Call Center................ 12Creating a Five9 Call Center in Salesforce ..................................................... 12Configuring the Salesforce Call Center for Users .............................................. 14

    Enabling Salesforce Permissions in User Profiles ......................................... 15Populating Your Call Center .................................................................17

    Adding Single Users....................................................................... 17Adding Groups of Users .................................................................. 18

    Configuring Fields to Save and View Five9 Data ............................................... 19Configuring Salesforce Task Fields .......................................................... 20

    Viewing Standard Task Fields ........................................................... 20Adding Five9 Custom Fields to the Task Layout...................................... 21

    Configuring Five9 Custom Fields in Salesforce ............................................ 23Viewing Five9 Custom Fields ............................................................ 24Adding Five9 Custom Fields to Page Layouts ......................................... 25

    Chapter 4Customizing a Salesforce Call Center ............................................... 33Setting the Voicemail URL Base .................................................................. 33Configuring Callback Synchronization ........................................................... 33

    Chapter 5Configuring the Salesforce Softphone and Search Options ..................... 35Understanding Search Rules According to Call Types ......................................... 35Creating Custom Objects .......................................................................... 37Configuring the Softphone Layout ............................................................... 39

    Salesforce Objects............................................................................. 40CTI 2.0 or Higher Settings .................................................................... 41

    Configuring Custom Search Fields................................................................ 43

    iii Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Enabling Custom Salesforce Search Fields ................................................. 44Creating Custom Fields in Salesforce....................................................... 45Adding Custom Fields in the Five9 VCC Administrators Application .................. 46Obtaining the Custom Field Value .......................................................... 48

    Configuring Searches with Visualforce Pages ..................................................49Configuring Custom Searches ..................................................................... 52

    Chapter 6Configuring List Synchronization .................................................... 54Using Dialing Lists in the E.164 Format ......................................................... 54Synchronizing Dialing Lists ........................................................................ 55

    Adding the Salesforce ID to the Five9 Contact Database................................ 56Enabling Salesforce to Communicate with the VCC ...................................... 57Setting User Permissions for the Five9list Custom Field................................. 58Adding the Five9list Field to the Campaign Page Layout................................ 60Defining the Five9 Web Services Credentials.............................................. 61Adding a Five9 List Name to a Salesforce Campaign ..................................... 62Linking Salesforce Campaigns to Multiple VCC Domains................................. 64

    Creating or Editing a Campaign Page Layout ......................................... 64Creating a Campaign ..................................................................... 65

    Assigning Campaigns Automatically to Calls.................................................... 67VCC Option ..................................................................................... 67Custom Salesforce Field ...................................................................... 68CTI Web Services .............................................................................. 73

    Create a User Custom Field ............................................................. 74Creating an Object Custom Field....................................................... 74

    Mapping Salesforce Fields to Five9 Fields ...................................................... 77

    Chapter 7Enabling Optional Features In the VCC ............................................. 79Adding a Permission for the Salesforce Call Log............................................... 79Enhancing the Click-to-Dial Call Log............................................................. 79Displaying Call Variables to Agents .............................................................. 81

    Chapter 8Configuring Salesforce Reports to Include Five9 Statistics ..................... 85Configuring the Salesforce Email Service ....................................................... 85Uploading Batches of Five9 Logs with the Salesforce Email Services ...................... 88Customizing the Salesforce Log Mapping ....................................................... 89Customizing Five9 Reports ........................................................................ 90

    Appendix AMigrating to the Five9 Open CTI Adapter .......................................... 92Installing the Five9 Managed Package........................................................... 93Installing the Five9 Components .................................................................93Creating a New Call Center in Salesforce....................................................... 93

    Naming your New Call Center ............................................................... 94Uploading the New Call Center Definition File............................................ 94

    Migrating Users to the New Call Center......................................................... 94Administrator Migration ...................................................................... 95

    iv Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Removing users from the existing call center ........................................ 95Adding users to the new call center ................................................... 95

    User Migration.................................................................................. 96Instructing Your Agents ............................................................................ 98

    v Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Chapter 2

    Whats New

    This table lists the changes made in the last six releases of this document:

    Release Changes

    July 2017 Added an important note about PSTN station.

    March 2017 Added an important note about Salesforce Limits.

    October 2016 Removed the note about creating a call center if your agents use the Google Chrome version 48 browser.

    August 2016 Added limits to Configuring the Salesforce Email Service.

    February 2016

    For users of Google Chrome version 48+, added instructions to create a specific call center if your agents plan to use this browser. For details, see Creating a Five9 Call Center in Salesforce. This procedure is necessary because Chrome version 48+ does not support mixed content.

    Updated Installing the Five9 Managed Package to match the modified Salesforce process.

    September 2015

    Added a section about Creating Custom Objects.

    vi Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Chapter 1

    Introduction

    The Five9 Open CTI Adapter for Salesforce enables you to integrate the Five9 Cloud Contact Center with the Salesforce CRM. After you have installed the Five9 Adapter, you can use the Five9 softphone, a call control tool that works with the Salesforce desktop. The Five9 Open CTI Adapter contains the Five9 CTI Web Services with additional software to enable the CTI Web Services to communicate with the Salesforce Open CTI API.

    This guide applies to you if you are installing the adapter for the first time. If you are currently using versions 3.X or 4.X or Open CTI (released in 2013) of the Five9 Adapter for Salesforce, refer to Migrating to the Five9 Open CTI Adapter.

    opened browser tabs and windows

    RequirementsThis guide describes for Salesforce and Five9 VCC administrators how to download, install, and configure the Five9 Adapter for Salesforce and how to configure the required and optional Salesforce elements.

    For detailed information about the business and technical requirements to use Five9 products and to set up and configure a Salesforce account, see the VCC Technical Requirements or contact your Five9 representative.

    Important Each browser limits the number of parallel connections for each host. Because all opened tabs and windows share these connections, opening no more than five tab and browser windows will avoid performance issues associated with updating the Five9 adapter in multiple windows. This limitation applies whether the content of the windows (case, opportunity, or other) differs, or the windows are opened in different browsers (Firefox, Internet Explorer, or Chrome).

    For more information about the connection limits that apply to your browser and its versions, refer to your browser vendor.

    Warning Five9 has no control over the variations in the Salesforce user interface and does not know when changes may occur. Therefore, to complete the integration correctly, you must be a Salesforce.com Certified Administrator or equivalent.

    1 Five9 Open CTI Adapter for Salesforce Administrators Guide

    https://webapps.five9.com/assets/files/for_customers/documentation/technical-requirements/five9-vcc-technical-requirements.pdfhttp://webapps.five9.com/assets/files/for_customers/documentation/technical-requirements/five9-vcc-technical-requirements.pdf

  • Introduction Summary of the Integration Steps

    Summary of the Integration StepsThis figure summarizes how to create a call center with the Five9 Adapter, starting with the required tasks:

    1 Install in Salesforce the Five9 Managed Package, which contains the Five9-specific files. For more information, see Installing the Five9 Managed Package.

    2 From the Five9 Customer Support portal, download the Five9 Adapter for Salesforce. In addition to the adapter used by agents, the downloaded software contains a file that enables you to define your call center in Salesforce. For more information, see Installing the Five9 Components.

    3 Upload the call center definition file. For more information, see Creating a Five9 Call Center in Salesforce.

    4 Create and add users and determine the data fields that you need. For more information, see Configuring the Salesforce Call Center for Users and Configuring Fields to Save and View Five9 Data.

    At any time, you can customize the content of Salesforce pages, search options for your agents, synchronization of your campaign lists between Salesforce and Five9, and reports.

    2 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Chapter 2

    Installing the Components

    To integrate Five9 with Salesforce, you must install in Salesforce the Five9 Managed Package, and you must download the Five9 Adapter. If you navigate to the Salesforce AppExchange independently, you must search for Five9.

    Installing the Five9 Managed PackageInstalling the Five9 Components

    1 To access the Five9 download page for both components, log into your Five9 account.

    2 Click CRM Integrations.

    3 Click Five9 Integration with Salesforce.

    3 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Installing the Components Installing the Five9 Managed Package

    4 In the New Installations section, follow steps 1 and 2.

    5 Follow the instructions in step 3:Installing the Five9 Managed PackageInstalling the Five9 Components

    Installing the Five9 Managed PackageFollow these steps.

    1 Click Five9 managed package.

    4 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Installing the Components Installing the Five9 Managed Package

    2 In the Salesforce appExchange page embedded in a Five9 Web page, click the Five9 application.

    3 Click Get It Now.

    4 Click Login to the AppExchange.

    5 Click Install in production or Install in sandbox, depending on the Salesforce organization where you want to install the Five9 managed package.

    5 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Installing the Components Installing the Five9 Managed Package

    6 Check the agreement box, and click Confirm and Install.

    7 If requested, enter your Salesforce user name and password.Installation starts at this step.

    Important The process is identical for new and upgrade installations. The language on the Salesforce pages refers either to a new or upgrade installation. All the figures below refer to a new installation.

    Depending on your Salesforce version, the pages that you see may differ. However, the process is the same.

    6 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Installing the Components Installing the Five9 Managed Package

    8 Review the package components and settings:This step is optional.a To view the list of components in the package, click View Components.

    b To view a list of the API access settings that are granted to the package components, click API Access.

    7 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Installing the Components Installing the Five9 Managed Package

    c Close the window.

    9 Select one of the options.Each option grants all permissions for these objects to the specified users:

    - Object permissions enabled: Read, Create, Edit, Delete, View All, and Modify All.

    - Field-level security set to visible and editable for all fields.- Apex classes, Visualforce pages, and App settings enabled.- Tab, page layout, and record type settings determined by Five9.

    Install for admins only: Five9 recommends this option. Only the system administrator profile can see the activity fields. The settings are assigned to the administrator profile and any profile with the Customize Application permission. The administrator is responsible for enabling other profiles.

    Install for all users: All profiles are can see the activity fields. The settings are assigned to all internal custom profiles.

    Install for specific profiles: You specify which profiles can see the activity fields. The settings are assigned to the profiles as needed.

    10 Click Install.

    8 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Installing the Components Installing the Five9 Managed Package

    If you stop the process before it is completed, you will need to reinstall the package. When the installation is finished, you see this page, and you receive an email message that confirms the installation. Do not proceed until you receive the email. The email also mentions that you need to deploy the package to activate some components. However, you do not need to deploy the package.

    11 Click Done.The Installed Packages page appears. Your package is displayed at the bottom of the list. If you upgraded your package, the new package overwrites the existing one with the new version number. However, the previous installation date is retained.

    9 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Installing the Components Installing the Five9 Components

    Installing the Five9 ComponentsThe installation package for the Five9 Adapter for Salesforce contains the adapter and a call center definition file that you must upload to Salesforce to create your call center. For information about the supported browser versions and other requirements, see the VCC Technical Requirements.

    1 In the Five9 download page, click Five9 Open CTI Adapter for Salesforce.

    2 Select to open or save the file, and click OK.

    3 Click Run.

    4 When the Five9CTI Web Services window appears, click Run again.

    10 Five9 Open CTI Adapter for Salesforce Administrators Guide

    https://webapps.five9.com/assets/files/for_customers/documentation/technical-requirements/five9-technical-requirements.pdfhttps://webapps.five9.com/assets/files/for_customers/documentation/technical-requirements/five9-technical-requirements.pdf

  • Installing the Components Installing the Five9 Components

    Once the installation is complete, you see the Five9 CTI Web Services logo in the system tray:

    For complete information about using the adapter, see the Five9 Open CTI Adapter for Salesforce Agents Guide.

    11 Five9 Open CTI Adapter for Salesforce Administrators Guide

    https://webapps.five9.com/assets/files/for_customers/documentation/integrations/salesforce/salesforce-open-cti-agents-guide.pdfhttps://webapps.five9.com/assets/files/for_customers/documentation/integrations/salesforce/salesforce-open-cti-agents-guide.pdf

  • Chapter 3

    Configuring the Essential Features of a Salesforce Call Center

    This chapter describes how to configure in Salesforce the essential integration features for a functional Salesforce call center:

    Creating a Five9 Call Center in SalesforceConfiguring the Salesforce Call Center for UsersConfiguring Fields to Save and View Five9 Data

    Afterward, to customize your call center, see Customizing a Salesforce Call Center.

    Creating a Five9 Call Center in SalesforceDefining a call center in Salesforce associates a Salesforce organization and its users with the Five9 cloud software. To do so, you upload the Five9 call center definition file.

    1 In your Salesforce Setup menu, locate the Call Centers menu.

    2 If the introduction page appears, click Continue.

    3 In the All Call Centers page, click Import.

    4 To locate your file, click Browse.

    Important Five9 does not control the variations in the Salesforce user interface and does not know when changes may occur. Therefore, in this and the following chapters, only the target menu is provided. To complete the integration correctly, use the Salesforce QuickFind search to locate each menu.

    12 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Creating a Five9 Call Center in Salesforce

    The call center definition files are located in the Five9 folder in your default Windows user ID directory. If your directory is different, contact your system administrator. Windows XP: %appdata%\Five9\Integrations\ Windows 7, 8, and Vista: %appdata%\Five9\Integrations\ Apple Mac Lion OS X, Mountain Lion OS X, and Mavericks OS X: /Users/

    /Library/Application Support/Five9/Integrations/

    The files are named as follows:- Five9VirtualCallCenterOpenCTIStateless.xml: Standard call center

    definition file for the Firefox, Safari, and Internet Explorer browsers.- Five9VirtualCallCenterOpenCTIStatelessSecure.xml: Secure

    (HTTPS) call center definition file for Chrome 48+ only. Do not use this file for the other browsers.

    5 Click Open.

    6 Click Import.The details of you call center appear.

    13 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring the Salesforce Call Center for Users

    7 To see your new call center, click Call Centers again in the navigation pane.

    You are now ready to add users to your call center.

    Configuring the Salesforce Call Center for UsersBefore agents can use the Five9 adapter for Salesforce, they must be assigned to a profile that contains the appropriate Salesforce permissions.

    If you already have Salesforce users, you need to add them to the new call center. Otherwise, start by creating the Salesforce users that you plan to assign to the call center:

    Enabling Salesforce Permissions in User ProfilesPopulating Your Call Center

    14 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring the Salesforce Call Center for Users

    Enabling Salesforce Permissions in User ProfilesSalesforce provides default profiles that you can use as defined, delete, or clone to create profiles specific to your needs. You can create as many profiles as you need. Because all default profiles contain Five9 custom fields, you can use any of them to create profiles for your call center users. These instructions are based on editing the Standard User profile.

    1 In your Salesforce Setup menu, locate Profiles.

    2 Click the name of a profile.This figure shows only the top of the default Standard User profile details.

    3 To display the properties of the profile, in the Field-Level Security section, click Campaign [View].

    15 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring the Salesforce Call Center for Users

    4 To update the Five9 permissions for this user profile, click Edit.

    5 Enable permissions for your agents as needed, and click Save.

    6 Click Back to Profile.

    Five9 configuration tabs

    7 Click Edit.This figure shows only the top of the default Standard User profile details.

    8 In the Tab Settings > Custom Tab Settings section, set the visibility of the Five9 configuration tabs.

    9 For Five9 Settings, select Tab Hidden.

    10 Click Save.

    Important To avoid showing an error message to users who cannot change the information on these tabs, enable these features only for administrators.

    16 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring the Salesforce Call Center for Users

    Populating Your Call CenterIf you want your agents to use the Five9 Adapter for Salesforce, you must add them to the appropriate call center. You can populate your call center by adding single users or groups of users. Choose one of these options:

    Adding Single UsersAdding Groups of Users

    Adding Single UsersIf you plan to add only a few users at a time, follow these steps to specify the name of the call center in the users details.

    1 In your Salesforce Setup menu, locate Users, which contains the list of your users.

    2 Click Edit next to the users full name.

    3 Click the magnifier next to the Call Center field.

    17 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring the Salesforce Call Center for Users

    4 Click the new call center name, or search for it by name.The user becomes assigned to the call center.

    5 Click Save.

    Adding Groups of UsersIf you plan to add groups of users at a time, follow these steps.

    1 In your Salesforce Setup menu, locate Call Centers.

    2 Click the name of the call center.

    3 Click Manage Call Center Users.

    You can see all users that you have assigned to the call center.

    Important If you restrict field-level security settings, the custom activity fields may not appear in the layout.

    18 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    4 To add users, click Add More Users.

    5 Choose search criteria and click Find.

    6 Select the users to be added, and click Add to Call Center.

    Configuring Fields to Save and View Five9 DataThe Five9 Adapter for Salesforce saves Five9 data in existing Salesforce standard and custom activity fields added to call logs. You can use this data to run reports, which contain information about Salesforce and Five9. Follow the steps in these sections:

    Configuring Salesforce Task FieldsConfiguring Five9 Custom Fields in Salesforce

    19 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    Configuring Salesforce Task FieldsTasks enable you to track call center actions, such as making phone calls or sending mail. The Five9 adapter uses task fields in these locations:

    Home page: My Tasks section and the calendar. Activities list view of a record: Open Activities and Activity History.

    To view and modify the task fields and layouts, follow the steps in these sections:Viewing Standard Task FieldsAdding Five9 Custom Fields to the Task Layout

    Viewing Standard Task FieldsThe standard Salesforce fields used by Five9 to save call information are populated automatically. Follow these steps to see the list of standard Salesforce task fields.

    1 In your Salesforce Setup menu, locate Task Fields.Many of the task fields are part of your default task page layout. You need to add those that are not. You can keep the default settings or modify them as needed.

    For more information about these fields, see the Salesforce documentation.

    Field Name Populated By Description

    Assigned To Salesforce Always set to the user who created or performed the task.

    Call Duration Salesforce Call duration in seconds.

    20 Five9 Open CTI Adapter for Salesforce Administrators Guide

    https://help.salesforce.com/HTViewHelpDoc?id=task_fields.htm&language=en_US

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    Adding Five9 Custom Fields to the Task LayoutFive9 call dispositions are saved in the standard Salesforce Call Result field, which is not part of the default Salesforce task layout. Therefore, to ensure that your users see this option, add the Call Result field to the task page layout and assign the page layout to the profiles of users who need to see the field.

    1 To create, clone, or edit a task layout, in your Salesforce Setup menu, locate Task Page Layouts. If no task layout exists, create a task layout. To do so, click New on the Task

    Page Layout page, enter the name of the layout, and click Save. Continue with step 3.

    Call Object Identifier Five9 Five9 call session ID.

    Call Result Five9 Five9 call disposition assigned by the agent. For more information, see Adding Five9 Custom Fields to the Task Layout.

    Call Type Salesforce Inbound, outbound, or internal.

    Comments Five9 Five9 call logs: text typed by agents in the softphone.

    Name Salesforce Contact record or lead associated with the call.

    Priority Salesforce Set to Normal.

    Related To Salesforce Account, lead, or other object associated with the call.

    Status Salesforce Always set to Completed.

    Subject Salesforce Default is Call , which the agent can edit.

    Type Salesforce Always set to Call.

    Field Name Populated By Description

    21 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    If at least one layout exists, proceed to step 3.

    2 To edit an existing layout, click Edit.

    3 Click Fields.

    4 Drag the field that you want to add to the task layout, such as Call Result, down to the page layout.Example The name of all Five9 custom fields starts with Five9. Five9 Call Now is a campaign custom field associated with list synchronization: whether new records are dialed immediately after they are created. Possible values: yes or no.

    5 Click Save.The summary page reappears. You are ready to assign the page layout to the user profiles.

    6 Click Page Layout Assignment.

    22 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    7 Click Edit Assignment.

    8 Select the profiles to which you want to assign the new layout.

    9 From the Page Layout To Use menu, select a layout.

    10 Click Save.

    Configuring Five9 Custom Fields in SalesforceWhen you installed the Managed package, Five9 custom fields were added as Salesforce activity custom fields. The Five9 Adapter for Salesforce saves call data in these custom activity fields. You can access the stored information by running Five9 activity reports in Salesforce. Follow the steps in these sections:

    Viewing Five9 Custom FieldsAdding Five9 Custom Fields to Page Layouts

    23 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    Viewing Five9 Custom FieldsWhen a call ends, Five9 call data is saved in the Five9 activity custom fields. Follow these steps to view the Five9 custom fields on Salesforce call logs and to create additional custom fields for your business. You need to create at least the Five9_Call_Time field, which you will need when customizing the Salesforce log mapping to send Five9 logs to Salesforce with the Salesforce email services. For more information, see Customizing the Salesforce Log Mapping.

    1 In your Salesforce Setup menu, locate Activity Custom Fields.

    This table lists the Five9 custom fields used to save call information.

    Five9 Custom Field Call Information

    Five9 After Call Work Time Time spent by the agent after the call.

    Five9 Agent Agent who processed the call.

    Five9 Agent Extension Agent extension.

    Five9 Agent Name Agents name.

    Five9 Callback Campaign ID Campaign ID of the callback.

    Five9 Callback Campaign Name Campaign name of the callback.

    Five9 Callback ID ID of the callback.

    Five9 Callback Number Phone number of the callback.

    Five9 Call Type Call type.

    Five9 Campaign Campaign name.

    24 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    Adding Five9 Custom Fields to Page LayoutsCustom fields are not visible to users until you add them to these pages:

    Activity list. You can edit an existing activity view or create a new view to display Five9 activity columns. Follow these steps to display Five9 activity information on the Home page.

    1 At the bottom of the calendar, click the Activity List View icon (third icon from the left).

    Salesforce provides several predefined activity views. When you select a view, the content of the view is displayed in table format.

    2 Click Edit or Create new View.

    3 In Step 3, select up to 15 fields that you want to display, and click Add.

    Five9 Cost Cost of the call.

    Five9 DNIS DNIS.

    Five9 Handle Time Handle time.

    Five9 Session ID Session ID.

    Activity listTask PageEvent Page

    Activity SearchesReports

    Five9 Custom Field Call Information

    25 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    4 Use the arrows on the right to arrange the fields in the desired order.

    5 Click Save.The summary page reappears. The headings of the table correspond to the fields that you added to the view. You can adjust the width of the columns by dragging left or right the border between the columns.

    Task Page. To display on activity pages the Five9 Adapter for Salesforce custom fields, you can edit a task layout or create a new layout.

    1 In your Salesforce Setup menu, locate Activities Task Page Layouts. If no task layout exists, click New on the Task Page Layout page, enter the

    name of the layout, and click Save.

    26 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    If layouts exist, add the Five9 fields to the appropriate layouts as described in the steps below.

    2 To edit an existing layout, click Edit on the Task Page Layout page.

    3 Click Fields.

    4 Drag the necessary Five9 fields down to the page layout.

    5 Click Save.The Task Page Layout summary page reappears. You are ready to assign the page layout to the user profiles.

    6 In the list of layouts, click Page Layout Assignment.

    27 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    7 Click Edit Assignment.

    8 Select the profiles to which you want to assign the new layout.

    9 From the Page Layout To Use menu, select a layout.

    10 Click Save.

    Event Page. To display Five9 custom fields as an event, you can edit an event layout or create a new layout.

    1 To create, clone, or edit a task layout, in your Salesforce Setup menu, locate Event Page Layouts. If no task layout exists, create a task layout. To do so, click New on the Task

    Page Layout page, enter the name of the layout, and click Save. Continue with step 3.

    If a task layout exists, proceed with step 3.

    28 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    2 Click Fields.

    3 Drag the desired Five9 fields down to the page layout.

    4 Click Save.The Task Page Layout summary page reappears. You are ready to assign the page layout to the user profiles.

    5 In the list of layouts, click Page Layout Assignment.

    6 Click Edit Assignment.

    7 Select the profiles to which you want to assign the new layout.

    8 From the Page Layout To Use menu, select a layout, and click Save.

    Activity Searches. This section describes how to add fields to your searches and search results. Because the pages contain the same fields, only the search fields are shown here.

    29 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    1 In your Salesforce Setup menu, locate Activity Search Layouts.

    Your choices determine what fields are used as filters in the search layout. If you do not select at least one field, the search results do not contain any filters. Activity Search Filter Fields

    a Click Edit.

    b Select the fields to include in the search layout. Most likely, these fields correspond to the activities that you have added to the activities list.

    c Click Save.

    Activity Search Result Page LayoutThe search filters affect the search results only. They do not change the search criteria. Repeat the same steps as above.

    Reports. You can add the Five9 Adapter for Salesforce custom fields to Salesforce activity reports. You can create and modify reports.

    1 Open the Salesforce Reports tab.

    30 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    2 Click New Report.Each report option provides a preview of the content and layout of the report.

    3 In the navigation pane, select a type of report, and click Create.The Report Builder contains the Fields, Filters, and Preview areas. The navigation pane contains all the fields that you can include as columns in your report.

    Filters

    Preview

    Fields

    31 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring the Essential Features of a Salesforce Call Center Configuring Fields to Save and View Five9 Data

    4 To create a report, follow these steps:a In the filter area at the top, specify the data to be included in your report by

    setting the time interval and other filters. To add filters, drag fields from the navigation pane to the filter area.

    b Add column headings by dragging fields from the navigation pane to the preview area.

    c When done, click Run Report.Your report appears in the Preview pane.

    5 Save your report.

    32 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Chapter 4

    Customizing a Salesforce Call Center

    You can refine your implementation by customizing the Salesforce features visible to users:

    Setting the Voicemail URL BaseConfiguring Callback Synchronization

    Setting the Voicemail URL BaseThis setting applies to old integrations. It is not recommended for the Five9 Open CTI Adapter for Salesforce.

    Configuring Callback SynchronizationIf you have been using the Five9 VCC Agent to schedule callbacks and want to migrate the callbacks to Salesforce, use this feature to import callbacks from the Five9 VCC Agent into Salesforce as Salesforce tasks.

    1 Click the Five9 Settings tab.

    Important Initially, the Five9 Settings may take several minutes to open. Do not click or navigate away from the page until the settings are loaded. Otherwise, you need to reinstall the package.

    33 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Customizing a Salesforce Call Center Configuring Callback Synchronization

    2 Select Callback Synchronization.

    3 Check Synchronization Enabled.

    4 Select the Salesforce state to assign to processed Five9 callbacks, for example Completed, and click Save.

    34 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • 35 Five9 Open CTI Adapter for Salesforce Administrators Guide

    Chapter 5

    Configuring the Salesforce Softphone and Search Options

    This chapter describes how to configure the Salesforce softphone to search for Salesforce records by using these elements:

    Call data Data used in the search. Data displayed in the softphone. Salesforce objects displayed in the pop-up windows of search results.

    Behavior of pop-up windows (Salesforce screen pop).

    The basic search matches the caller to the CRM data by using the phone number (ANI or DNIS). To refine your search, you can use custom fields and configure custom searches.

    Understanding Search Rules According to Call TypesCreating Custom ObjectsConfiguring the Softphone LayoutConfiguring Custom Search FieldsConfiguring Searches with Visualforce PagesConfiguring Custom Searches

    Understanding Search Rules According to Call Types

    The call type and the order of precedence of the search options determine how searches are conducted. As shown below under outbound calls, the salesforce_id variable is used first when it is available. The default search (last choice) uses the DNIS number if it is enabled. A pop-up window is displayed if the search returns only one Salesforce object.

  • Configuring the Salesforce Softphone and Search Options Understanding Search Rules According to Call Types

    36 Five9 Open CTI Adapter for Salesforce Administrators Guide

    Call Types Types of Search and Order of Precedence

    Outbound Call variables, listed in order of search precedence:1 VCC call variables > Salesforce group > salesforce_id.2 VCC call variables > Salesforce group > SFObject.ObjectField = value. Example: Account.AccountNumber = 1234.

    3 Contact field named salesforce_id. This method is used only for leads, contacts, and account objects.

    4 Salesforce variable > SFObject.ObjectField = value. Example: Contact.FirstName = John.

    5 If the above variables are absent, the search is performed with the DNIS number.

    Inbound Similar to outbound calls. For the default search, ANI is used instead of DNIS.

    Preview Similar to outbound calls. For the default search, the preferred number is used instead of DNIS.

    Click to dial Similar to outbound calls.

    Internal, queued, and parked

    No search.

    Internal transfers Search performed according to call type. For example, if the original call is inbound, the search rules for inbound calls are used.

    Retrieved from park Search performed according to the call type. For example, if the original call is outbound, the search rules for outbound calls are used.

    Callback notifications Search performed by using only the ANI. Contact fields are not used.

    Skill voicemail notifications

    Search performed separately by using the ANI and contact fields: ANI: If the search returns a unique result, a pop-up window is

    displayed. Contact fields: No pop-up window is displayed because the

    phone line is already opened when the search is finished.

    Agent voicemail notifications

    Personal voicemail. No search.

  • Configuring the Salesforce Softphone and Search Options Creating Custom Objects

    37 Five9 Open CTI Adapter for Salesforce Administrators Guide

    Creating Custom ObjectsTo create custom objects, you must have installed at least version 2.23 of the Apex package. You may use custom objects with inbound, outbound, and internal calls. You can use custom objects in searches and, when agents navigate to objects, these objects are added to the list of selectable objects in the Related To menu of the softphone adapter. The call log applies to these objects:

    Standard Salesforce objects, except contacts, person accounts, and leads Custom objects that you create, such as objects related to contracts or projects

    Agents can associate the call with any of the standard or custom objects in the menu.

    1 In Setup, locate Objects.

    2 Click New Custom Object.

  • Configuring the Salesforce Softphone and Search Options Creating Custom Objects

    38 Five9 Open CTI Adapter for Salesforce Administrators Guide

    3 Enter information in the Label and Plural Label fields.

    4 In the Optional Features section, enable Allow Activities.When a disposition is assigned to the call, a Salesforce activity is created in the Activity History related list of these fields: Name field of the contact, person account, or lead Related To field of the standard or custom objectAll other fields are optional or are automatically completed. This figure shows only the top part of the editing page.

    5 Click Save & New.

    6 Repeat the procedure for each custom object that you want to create.

    7 Add the custom objects to the softphone layout as described in Configuring the Softphone Layout.

    8 To enable these objects in user profiles or permission sets, see the Custom Object Permissions section in Enabling Salesforce Permissions in User Profiles.You may change permissions in two ways: By cloning and customizing default user profiles and reassigning users to the

    new profiles. By customizing permission sets.

  • Configuring the Salesforce Softphone and Search Options Configuring the Softphone Layout

    39 Five9 Open CTI Adapter for Salesforce Administrators Guide

    Configuring the Softphone LayoutTo tailor the softphone to each user profile, you can change the default softphone layout and create new ones. For example, the softphone of a sales agent might show related leads and accounts, whereas the softphone of a support representative might show cases and solutions.

    The Salesforce softphone layout menus enable you to select the fields that are used to search for records and to show the results in pop-up windows in your browser.

    1 In your Salesforce Setup menu, locate SoftPhone Layouts.

    2 On the introduction page, click Continue.

    3 Click New to create a layout or click Edit next to the name of an existing layout definition to modify it.

    4 From the Select Call Type menu, select an option: inbound, outbound, or internal.

    Salesforce Objects

    CTI 2.0 or Higher Settings

  • Configuring the Salesforce Softphone and Search Options Configuring the Softphone Layout

    40 Five9 Open CTI Adapter for Salesforce Administrators Guide

    Salesforce ObjectsThis section contains the Salesforce standard objects and the custom objects that you created. You can select search for records. The list of objects is different for each call type. To optimize API performance, which depends on your configuration, Five9 recommends that you do not select objects that cannot be searched for the specified call type.

    1 To modify the objects that appear, click the arrow or Add/Remove Objects.

    2 To add (or remove) an object to the search list, select the object in the Available list and click Add (or Remove).For each object that you add to the softphone layout, a section for single matches appears at the bottom. In that section, you can specify the fields that should appear in the layout if a single record for that object is found. This example contains standard and custom objects. To customize the single match sections, click Edit and select the fields that you want to appear in the layout.

  • Configuring the Salesforce Softphone and Search Options Configuring the Softphone Layout

    41 Five9 Open CTI Adapter for Salesforce Administrators Guide

    3 To change the location of a field in the Selections list, select it and click the appropriate arrow.

    4 To close the section, click the arrow or Collapse.

    5 To add, remove, or change the order of single records found, click Edit.

    6 When done, click Save.You can now assign the layout to users.

    CTI 2.0 or Higher SettingsThis feature enables you to select what window should appear and how details of inbound calls should appear when call details match or do not match existing Salesforce records. This feature does not apply to outbound or internal calls. Click Edit next to each option.

    Standard objects

    Custom objects

  • Configuring the Salesforce Softphone and Search Options Configuring the Softphone Layout

    42 Five9 Open CTI Adapter for Salesforce Administrators Guide

    Screen pops open within: whether the pop-up window appears in an existing or a new browser window or tab.

    Existing browser window: open browser windows. Five9 recommends this setting.

    New browser window or tab: new browser windows or tabs.

    No matching records: how the window appears when the details of inbound calls do not match existing Salesforce records:

    Don't pop any screen: no window is presented to users. Pop to new: a blank page opens for the type of record chosen in the drop-

    down list, such as account, campaign, or case. Pop to Visualforce page: you look up and select a specific Visualforce page.

    The adapter passes call data, such as ANI (caller ID), DNIS (number dialed by the caller), or additional data, to the Visualforce page in a URL string. For more information, see Configuring Searches with Visualforce Pages.

    Single-matching record: Defines what happens when the details of an inbound call match only one Salesforce record:

  • Configuring the Salesforce Softphone and Search Options Configuring Custom Search Fields

    43 Five9 Open CTI Adapter for Salesforce Administrators Guide

    single record matches

    Don't pop any screen: no window is presented to users. Pop detail page: the details page of the matching record are presented to

    users. Five9 recommends this setting. Pop to Visualforce page: you look up and select a specific Visualforce page.

    The adapter passes call data, such as ANI (caller ID), DNIS (number dialed by the caller), or additional data, to the Visualforce page in a URL string.

    Multiple-matching records: Defines what happens when the details of an inbound call match more than one existing Salesforce record:

    Don't pop any screen: no window is presented to users. Pop search page: a search page opens. Five9 recommends this setting. Pop to Visualforce page: you look up and select a specific Visualforce page.

    The adapter passes call data, such as ANI (caller ID), DNIS (number dialed by the caller), or additional data, to the Visualforce page in a URL string.

    Configuring Custom Search FieldsAgents can search more efficiently for information about Salesforce objects when they use custom fields for inbound, outbound, and internal calls. For example, this feature is useful when the phone number does not belong to the caller or when multiple contacts have the same phone number. You can also create custom queries with call variables that you attach to inbound calls to search in Salesforce for objects that match the call variable.

    When contacts call an inbound campaign, you may prompt the caller to enter identification information, such as account number, or the purpose of the call, such as

    Important Pop-up windows can be triggered this menu item (Single-matching record) and My SoftPhone Settings in the users personal settings menu.

    However, the users personal settings overrides this menu item. For example, if the personal settings is Never open the record automatically, but this menu item if one of the pop-up window options, no pop-up window is displayed automatically or when the user clicks the link to open the contact record. Instead, the user sees an error message in both cases.To avoid this issue, recommend to your users that they leave the default option in their personal settings menu: Always open the record automatically.

  • Configuring the Salesforce Softphone and Search Options Configuring Custom Search Fields

    44 Five9 Open CTI Adapter for Salesforce Administrators Guide

    case number. by an IVR script to enter identifying information, which is saved in a Five9 contact field with the same name as a Salesforce custom field. Salesforce finds the Five9 or Salesforce custom field that matches the information provided by the contact and shows that record to the agent in a pop-up window. That information can be saved in a Five9 contact field with a name identical to the Salesforce field name. You can use the content of that field to query Salesforce objects.

    To configure custom search fields, you must specify which Salesforce fields are used to search for Salesforce records. In the softphone layout, you can specify additional search objects, such as case number. If a value is passed for these objects in the contact record provided by Five9, these objects are searched. If the Five9 contact field to look up is empty, agents see a warning message. Depending on the matches found, the results appear as described in CTI 2.0 or Higher Settings:

    No match: a new lead, contact, or case page appears in the browser. The new object to be opened is the first one in the list of inbound objects configured in the softphone layout.

    Single match: the record is opened in the Salesforce window. Multiple matches: all contact records are listed as links.

    To configure custom fields for searches, follow these sections:Enabling Custom Salesforce Search FieldsCreating Custom Fields in SalesforceAdding Custom Fields in the Five9 VCC Administrators ApplicationObtaining the Custom Field Value

    Enabling Custom Salesforce Search FieldsSearch results are displayed as pop-up windows according to your call center settings and in the softphone adapter.

    1 Click the Five9 Settings tab.

    2 Select the Screen Pop tab.

    Important Initially, the Five9 Settings may take several minutes to load. Do not click or navigate away from the page until the settings are loaded. Otherwise, you need to reinstall the package.

  • Configuring the Salesforce Softphone and Search Options Configuring Custom Search Fields

    45 Five9 Open CTI Adapter for Salesforce Administrators Guide

    3 Select an ANI Search option.The default search uses the Salesforce phone fields that you added to your softphone layout in Salesforce Objects, such as contact or lead. Fields created with a formula are not searched.The ANI Search option applies to all calls regardless of their origin (dialed manually, by the dialer, or clicked to dial). This option enables you to add the callers number (ANI) to the default search if no results are found by using the default search fields: Enabled: Search for the callers number. Five9 recommends this setting. Disabled: Do not search for the callers number. In this case, only your custom

    Salesforce fields are used for the search.

    4 Select a Click-to-Dial Search option.A search is done regardless of the setting. In most cases, leave this option disabled. Enabled: The clicked number is searched in Salesforce, and a list of results is

    displayed. Select this option to ensure that agents see pop-up windows with the contacts information.

    Disabled: No pop-up window is displayed regardless of your call center settings. However, the results appear in the softphone. For example, you need to call a long list of contacts. When you click a phone number, the detail page for the record is automatically opened.

    5 Click Save.

    Creating Custom Fields in SalesforceIf you plan to use standard Salesforce fields, proceed directly to Adding Custom Fields in the Five9 VCC Administrators Application. Create as many Salesforce custom fields as you need, ensuring that the corresponding contact fields exist in the Five9 contact database. This section summarizes the field creation steps. For detailed instructions, see the Salesforce How to be Successful with Salesforce Users Guide.

  • Configuring the Salesforce Softphone and Search Options Configuring Custom Search Fields

    46 Five9 Open CTI Adapter for Salesforce Administrators Guide

    1 In your Salesforce Setup menu, locate the object: Standard objects: Appropriate object > Fields. Custom task and event fields: Activities > Activity Custom Fields. Custom objects: Objects > name of the custom object. Custom settings: Custom Settings > name of the custom setting.

    2 Follow the instructions for the type of object that you chose.

    For a custom contact field example, see Assigning Campaigns Automatically to Calls.

    Adding Custom Fields in the Five9 VCC Administrators Application

    When you create custom fields in Salesforce, ensure that the corresponding contact fields exist in the Five9 contact database. This section describes how to create in the VCC a custom field of the same name as the Salesforce field.

    To locate a record, the search uses all the Five9 contact database fields that have a Salesforce format, such as Case.CaseNumber. If more than one contact database field is formatted as a Salesforce field, all those objects and fields are searched. As soon as an object matches one of the values, a window opens. If several matches are found, the list of matches appears. Each list item is a link that the agent can click. For details about creating custom fields, see Adding Contact Fields in the Five9 Administrators Guide.

    Example A Five9 contact record database has a custom field named Case.CaseNumber. The searched object is Case. The cases with the field CaseNumber are displayed.

    1 Log into your Five9 VCC Administrators application, and stop all running campaigns.

    2 In the navigation pane, open Contacts > Fields.

    https://webapps.five9.com/assets/files/for_customers/documentation/vcc-applications/administrator/administrators-guide.pdf

  • Configuring the Salesforce Softphone and Search Options Configuring Custom Search Fields

    47 Five9 Open CTI Adapter for Salesforce Administrators Guide

    3 Right-click Fields, and select Add Contact Field.

    4 In the properties window, create the field, for example:

    5 Configure the field according to the options that you chose in the previous step.

    Elements Values

    Name CaseNumber

    Map the Field to Last Agent DispositionDisplay as Short

  • Configuring the Salesforce Softphone and Search Options Configuring Custom Search Fields

    48 Five9 Open CTI Adapter for Salesforce Administrators Guide

    6 Click Save.

    Obtaining the Custom Field ValueTo implement the search with a Five9 custom field in an inbound or autodial campaign, use an IVR script. For example, you can prompt callers for an account number. The value is saved in the contact record for the call in a field that corresponds to a Salesforce standard or custom field. For detailed information about creating IVR scripts, see the Five9 Administrators Guide.

    1 Create a custom field, for example: Contact.AccountNumber

    2 In your IVR script, add a Play module with a prompt for the caller to provide an account number.

    3 Add a GetDigits module to obtain and assign the account number to the custom field.

    https://webapps.five9.com/assets/files/for_customers/documentation/vcc-applications/administrator/administrators-guide.pdf

  • Configuring the Salesforce Softphone and Search Options Configuring Searches with Visualforce Pages

    49 Five9 Open CTI Adapter for Salesforce Administrators Guide

    4 Add a transfer module to route the call to a skill group or agent.

    5 Assign the IVR script to an inbound or manual call.

    6 Run the campaign.

    As an optional step, configure your IVR script to validate the callers input by searching in Salesforce before the transfer module. When a call is presented to an agent or an IVR script, the content of the Five9 custom field (Contact.AccountNumber) is sent to Salesforce as a call-attached variable. Salesforce locates the corresponding custom field and displays it in a pop-up window. In addition to Salesforce fields, the search also looks for the ANI of the caller if this option is not disabled. The ANI is passed from Five9 to Salesforce.

    Configuring Searches with Visualforce PagesThis section describes how to create a page that enables pop-up windows to display search results for CTI 2.0 or Higher Settings when call details match or do not match existing Salesforce records. For help with design and creation of custom Visualforce pages, contact Five9 Professional Services to begin a scoping effort.

  • Configuring the Salesforce Softphone and Search Options Configuring Searches with Visualforce Pages

    50 Five9 Open CTI Adapter for Salesforce Administrators Guide

    You can use Visualforce pages to receive from an IVR script call or contact variables, such as DNIS, ANI, or campaign name. These variables can be used in advanced routines to determine how to best handle pop-up window requests. Because DNIS and ANI are part of every call, no VCC configuration is required. To pass other fields, follow these steps in the VCC:

    1 In the VCC, prepare your variables:a Create a call variable group named Salesforce.

    Be sure that the spelling is as written above.b Create a call variable for the call that is recorded, such as campaign name:

    Salesforce.Campaign.c In the Set Variable module of an IVR script, assign to variables of the

    Salesforce group the value of the call data. For example, assign to Salesforce.Campaign the value of Call.campaign_name.

    2 In Salesforce, create a Visualforce page:a Locate Setup > Develop > Pages > Visualforce Pages.b Click New.c Complete and save the page:

  • Configuring the Salesforce Softphone and Search Options Configuring Searches with Visualforce Pages

    51 Five9 Open CTI Adapter for Salesforce Administrators Guide

    You may copy and paste the text to test the example:

    CongratulationsThis is your new page.

    DNIS: {!$Currentpage.parameters.DNIS}

    ANI: {!$Currentpage.parameters.ANI}

    Campaign: {!$Currentpage.parameters.Campaign}

    When an incoming call contains the call data in your Salesforce variables group, the call triggers a pop-up window. In this example, the pop-up window displays the DNIS, ANI, and campaign name if the data is present in the call. This figure below shows how the pop-up window for the above Visualforce page might appear.

  • Configuring the Salesforce Softphone and Search Options Configuring Custom Searches

    52 Five9 Open CTI Adapter for Salesforce Administrators Guide

    For the Sales Cloud, the URL of the pop-up window contains the variables as parameters. In this example, the &003G000000yBRqxIAG=Contact parameter is the search result:https:///apex/Test_page?DNIS=9255551212&ANI=6501234567&Campaign=Test+Campaign&003G000000yBRqxIAG=Contact

    For the Service cloud console, the variables do not appear in a URL but in a Salesforce page.

    Configuring Custom SearchesThis feature enables you to override the search options provided by the Open CTI Adapter by using your custom Apex Class that contains search rules specific to your business. Five9 has created two example search files that you can use to test your integration:

    Five9DefaultSearch.txt CustomSearchForSalesforceID.txt

    To obtain these files, you need to be logged into your Five9 account.

    1 Click the Five9 Settings tab or the + sign on the far right to add the tab.

    2 Select the Open CTI Search Class section.This page contains the default Apex class for the Five9 custom search and a custom option for your Apex class.

    Important Initially, the Five9 Settings may take several minutes to load. Do not click or navigate away from the page until the settings are loaded. Otherwise, you need to reinstall the package.

    https://webapps.five9.com/assets/files/for_customers/documentation/onlinehelp/PDF-Guides/Five9DefaultSearch.txthttps://webapps.five9.com/assets/files/for_customers/documentation/onlinehelp/PDF-Guides/CustomSearchForSalesforceID.txt

  • Configuring the Salesforce Softphone and Search Options Configuring Custom Searches

    53 Five9 Open CTI Adapter for Salesforce Administrators Guide

    3 To use a customized search class, select the option, and enter the name of your class.

    4 Click Save.

  • Chapter 6

    Configuring List Synchronization

    This chapter describes how to synchronize a Salesforce campaign with a dialing list in the Five9 VCC.

    Using Dialing Lists in the E.164 FormatSynchronizing Dialing ListsAssigning Campaigns Automatically to CallsMapping Salesforce Fields to Five9 Fields

    Using Dialing Lists in the E.164 Formatinternational calls

    If your domain is not enabled for the E.164 format for international phone numbers, your agents must enter 10 digits to conform to the North American Numbering Plan. This section does not apply to you.

    If your domain is enabled for the E.164 format, your agents need to enter phone numbers for all calls according to your configuration: in your national format or up to 15 digits, starting with the plus (+) sign and the country code.

    The E.164 format is used to route calls, process lists, and display numbers in your applications and reports. When you upload a list, all non-numeric characters, such as dots, dashes, spaces, and parentheses, and the country prefix are removed. Numbers are stored in the E.164 format, starting with the plus sign.

    You may also configure in the VCC a national phone number format. In this case, you can upload lists that contain numbers in E.164 format, in your national format, or both. If you do not specify a format, the VCC uses the E.164 format for all numbers. For more information, see the Basic Administrators Guide. For example, if you operate in the UK, these numbers are processed as follows:

    Phone number format How the number is processed

    International format 1 Belgium phone number is added to a list: 0032.20.3456.78992 Phone number is processed in VCC: International prefix (00)

    and non-numeric characters are removed. Plus sign is added.3 Stored number: +322034567899

    54 Five9 Open CTI Adapter for Salesforce Administrators Guide

    https://webapps.five9.com/assets/files/for_customers/documentation/vcc-applications/administrator/basic-administrators-guide.pdfhttp://www.nanpa.com/

  • Configuring List Synchronization Synchronizing Dialing Lists

    Synchronizing Dialing ListsIf you specify a Five9 dialing list in the Five9list custom field in Salesforce, your records are automatically synchronized between the Salesforce directory and Five9 lists when users add, modify, and remove contacts and leads.

    This table contains the default Salesforce contact and lead fields that are sent to the Five9 database and the corresponding Five9 fields.

    These sections describe how to synchronize your dialing lists:Adding the Salesforce ID to the Five9 Contact DatabaseEnabling Salesforce to Communicate with the VCCSetting User Permissions for the Five9list Custom FieldAdding the Five9list Field to the Campaign Page LayoutDefining the Five9 Web Services Credentials

    National format 1 UK phone number is added to a list: 020345678992 Phone number is processed in VCC: National prefix (0) and

    non-numeric characters are removed. UK country code and the plus sign are added.

    3 Stored number: +442034567899

    No specified format Number stored in E.164 format.

    Phone number format How the number is processed

    Salesforce Contact Salesforce Lead Five9

    Contact.Phone Lead.Phone number1

    Contact.MobilePhone Lead.MobilePhone number2

    Contact.HomePhone number3

    Contact.FirstName Lead.FirstName first_name

    Contact.LastName Lead.LastName last_name

    Contact.Department Lead.Company company

    Contact.MailingStreet Lead.Street street

    Contact.MailingCity Lead.City city

    Contact.MailingState Lead.State state

    Contact.MailingPostalCode Lead.PostalCode zip

    55 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Synchronizing Dialing Lists

    Adding a Five9 List Name to a Salesforce CampaignLinking Salesforce Campaigns to Multiple VCC Domains

    Adding the Salesforce ID to the Five9 Contact Database

    To create a one-to-one mapping between entries in Salesforce and Five9 dialing lists, create in the Five9 contact database a custom field for the Salesforce object ID. This salesforce_id field is a unique identifier that synchronizes the lists between Five9 and Salesforce. When you add contacts or leads to a Five9 list, Salesforce sends this ID with each record.

    1 Log into your Five9 VCC Administrators application.

    2 In the navigation pane, open Contacts > Fields.

    3 Right-click Fields, and select Add Contact Field.

    4 In the properties window, configure the field as follows:

    Elements Values

    Name salesforce_id

    56 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Synchronizing Dialing Lists

    5 Click Apply and Save.

    Enabling Salesforce to Communicate with the VCCTo enable communication between your Salesforce and Five9 accounts so that leads and contacts in a Salesforce campaign can be transferred to the Administrators application in the VCC, specify in Salesforce all external URLs, such as the URL of the Five9 Configuration Web Services.

    1 In your Salesforce Setup menu, locate Remote Site Settings.

    2 Click New Remote Site.

    3 Enter at least the required information:

    Map the Field to NoneDisplay as Do Not Display

    Elements Values

    57 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Synchronizing Dialing Lists

    4 Click Save.

    Setting User Permissions for the Five9list Custom Field

    The Five9 package contains the custom Five9list campaign field. This field contains the name of the Five9 dialing list to synchronize with the Salesforce campaign. When Salesforce contacts or leads are added to a campaign, they are automatically added to the specified Five9 dialing list.

    When you install the Five9 Managed Package, the Five9list custom field is not visible to Salesforce users. You must enable the field for the users who are allowed to view and update the field.

    Elements Values

    Remote Site Name Five9WebServicesRemote Site URL https://api.five9.com

    Disable Protocol SecurityDescription Optional description of the URL or service.Active Checked by default.

    58 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Synchronizing Dialing Lists

    1 In your Salesforce Setup menu, locate Installed Packages.

    2 Click the name of the latest version of the installed Five9 package.

    3 Click View Components.

    4 Scroll down and click Five9list.

    59 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Synchronizing Dialing Lists

    5 Click Set Field-Level Security. Check Visible for the profiles to see the Five9list custom field. Check Read-Only for the profiles to view the field but not update it.

    d Click Save.

    Adding the Five9list Field to the Campaign Page Layout

    You must add the Five9list custom field to the campaign page layout.

    1 In your Salesforce Setup menu, locate Page Layouts.

    60 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Synchronizing Dialing Lists

    2 Next to your campaign layout, click Edit.

    3 Click Fields.

    4 Drag the Five9list field to your page layout, and click Save.

    Defining the Five9 Web Services CredentialsTo configure the Five9 Web Services credentials, follow these steps.

    1 Click the Five9 Settings tab.

    2 In the Five9 Settings tab, select Five9 Admin Web Services.

    Important Initially, the Five9 Settings may take several minutes to load. Do not click or navigate away from the page until the settings are loaded. Otherwise, you need to reinstall the package.

    61 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Synchronizing Dialing Lists

    3 Enter the credentials.

    4 Click Save.

    Adding a Five9 List Name to a Salesforce CampaignTo send Salesforce campaign members to a Five9 dialing list, you must specify the name of the Five9 dialing list in the Five9list custom field.

    List items are always sent asynchronously from Salesforce to Five9. The first time that you enter the Five9 list name in the Five9list custom field, Salesforce sends all the list members of the campaign in batches of 2000 items until the list is exhausted. Subsequently, Salesforce sends additions, deletions, and changes in batches of 200 items.

    1 Click the Salesforce Campaigns tab.

    Element Value

    URL URL of your Five9 Configuration Web services, for example: https://api.five9.com/wsadmin/v3/AdminWebService

    Username Five9 user name with administrator role. Five9 recommends that you create a user ID specifically for Web services because this user ID cannot log into the Five9 administrator desktop while processing API transactions.

    Password Password for the Five9 user name.

    ReportEmail Email address that receives the result, success or failure, of each Web services transaction. If the transaction failed, the email describes the failure. If you do not want to receive an email, leave this field blank.

    62 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Synchronizing Dialing Lists

    2 Click an existing campaign or create a new one.

    3 Click Edit.

    4 Enter the name of the Five9 dialing list to be synchronized with the content of the Salesforce campaign, and click Save.

    63 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Synchronizing Dialing Lists

    Linking Salesforce Campaigns to Multiple VCC DomainsThis feature requires version 2.12.0 or greater of the Five9 Managed Package.

    You can link individual Salesforce campaigns in one instance of Salesforce to specific Five9 domains. As soon as a campaign is linked to a domain, all content of the campaign is synchronized between Salesforce and Five9. Any change made to the Web Services login credentials and to the name of the list or its content, either in Five9 or in Salesforce, is automatically reflected in the other location for that campaign.

    The speed of the synchronization process depends on the size of your list and the performance of the Salesforce Force.com and Five9 Web Services platforms.

    Creating or Editing a Campaign Page LayoutFollow these steps to create a page layout or to modify an existing layout.

    1 In your Salesforce Setup menu, locate Page Layouts.

    2 To create a campaign page, follow these steps. To edit a page, go to step 3.a Click New.b Enter a name for the new layout, and click Save.

    3 Click Edit next to the campaign page layout to which you want to add the new fields.

    4 Drag these fields to your layout: Five9 User, Five9 User Password, and Five9 WS Endpoint.

    Important Ensure that all domains use the same release of the Five9 VCC so that all VCC features, such as voicemail, callbacks, and ACD Status, function correctly.

    64 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Synchronizing Dialing Lists

    5 Click Save.

    Creating a CampaignYou can create a campaign in Salesforce only if you have the Marketing User permission.

    1 Click the Campaign tab.

    2 Click New.

    65 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Synchronizing Dialing Lists

    3 For each list that you want to synchronize, enter this information:

    4 Click Save.

    Element Value

    Five9list Name of the existing Five9 campaign list to link to multiple domains.

    Five9 User User name and password of the Five9 VCC Administrator. These credentials enable you to link a specific Five9list to the Five9 WS Endpoint domain.Five9 User Password

    Five9 WS Endpoint Five9 URL of the API version that you use in Five9, for example: https://api.five9.com/wsadmin//AdminWebService.

    Note If you paste this URL into your environment, verify that no extra space is added by the line break.

    66 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Assigning Campaigns Automatically to Calls

    Assigning Campaigns Automatically to CallsThis feature ensures that agents are not prompted to select a VCC outbound campaign when they click to call a number in a Salesforce page, which saves time and reduces the risk of selecting the wrong campaign.

    You may use this method:

    VCC OptionThis method enables you to configure your VCC domain without making changes in Salesforce. However, all agents in the domain are restricted to the same campaign.

    1 In your VCC administrator application, select Actions > Configure > Other tab.

    2 In the Manual Calls section, select a campaign to activate the options.

    3 Select Always use default campaign for manual calls and callbacks.

    Important Be sure to assign to your Five9 agents a skill that enables them to associate an outbound campaign with a call.

    Method Advantages Disadvantages

    VCC Option Single VCC feature that requires no change in Salesforce.

    All agents are restricted to the same campaign.

    Custom Salesforce Field

    Useful when agents own the lead or account objects.

    You need to create a custom field for each Salesforce object. When workforce changes occur, you need to reassign objects.You may overwrite other Salesforce and Five9 campaign assignments.

    CTI Web Services Agents can be assigned their own campaign or may share the same campaign with other agents.

    You must create a field that contains the link for each phone number in the record, such as home, mobile, or work.

    67 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Assigning Campaigns Automatically to Calls

    4 Click Save and Exit.

    Custom Salesforce FieldFor each Salesforce object, you can create and add to the corresponding layout page a custom field named Five9C2CCampaignName, for example:

    Account object: the Support campaign is automatically associated with the call. Contact object: the Marketing campaign is automatically associated with the call. Lead object: the Sales campaign is automatically associated with the call.

    You can also use a custom field to assign a campaign to a user.

    The Five9 adapter uses the value of the custom field to determine if the campaign exists in Five9. If the campaign exists, it is assigned to the call. Otherwise, agents see an error message and a menu of Five9 campaigns from which to choose. The error may occur if the campaign does not exist, the campaign name in Five9C2CCampaignName does not match the name of a Five9 campaign, or the custom field is undefined or empty.

    However, the custom field overwrites campaigns as follows: If you assign a campaign in Salesforce with the Five9C2CCampaignName field,

    this assignment overwrites any other Salesforce campaign assignment settings. If you configure the Five9 campaign assignment for certain contacts and leads,

    the VCC campaign assignment settings are used for the rest of your objects.

    Depending on the data type that you choose, the field may contain a fixed value, a list of options, or a variable based on a formula:

    68 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Assigning Campaigns Automatically to Calls

    Static campaign name: the value of Five9C2CCampaignName is text. The same campaign is assigned to all outbound calls.

    List of campaign options: a list of campaign names from which agents select one option.

    Variable campaign names: the value of Five9C2CCampaignName is mapped to an existing Salesforce field.

    This example describes how to create a custom field to offer to agents a list (Salesforce picklist) of outbound campaign names when clicking a phone number in a Salesforce contact details page. Follow the same instructions for all Salesforce objects to which you add the Five9C2CCampaignName field.

    1 In your Salesforce Setup menu, locate Contacts Fields.

    2 At the bottom of the page, in the Contact Custom Fields & Relationships section, click New.

    3 Select the field type, such as Picklist.

    The steps that follow depend on the data type that you select, for example: To map the new custom field to another Salesforce field, select Formula. To assign a specific campaign to all calls, select Text.For information about your data type, see the Salesforce documentation.

    Note A custom field with the Text field type provides an advantage over the VCC option described in the previous section if your agents own campaigns.

    69 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Assigning Campaigns Automatically to Calls

    4 Click Next.

    5 In the form, enter at least this information:

    All other fields are optional.

    Important Be sure that the name is spelled exactly as indicated below.

    Element Value

    Field Label Five9C2CCampaignName

    Field Values Enter the names of the outbound campaigns that you want agents to see.

    Field Name Five9C2CCampaignName

    70 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Assigning Campaigns Automatically to Calls

    6 Click Next.

    7 Check Visible next to the user profiles who need to see the custom field.

    8 Click Next.

    9 To add to page layouts, select the contact layouts that need to display this field.

    71 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Assigning Campaigns Automatically to Calls

    10 Click Save.The Contact Fields page reappears. At the bottom of the page, your new custom field is listed in the Contact Custom Fields & Relationships section.

    72 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Assigning Campaigns Automatically to Calls

    CTI Web ServicesYou can use the makeCall method of the CTI Web Services to assign a campaign is very useful because the click-to-call phone numbers in the Salesforce records are converted to links. The calls are initiated directly from the adapter on the agents computer (localhost) from local port 9998 instead of port 8080, which is used by the API. The syntax is as follows:

    http://localhost:9998/makeCall?number=&campaignId=&checkDnc=&callbackId=

    campaignId: database ID of the campaign obtained by triggering a connector with getAvailableCampaigns. For more information, consult asking your Five9 representative.checkDnc: optional but recommended.callbackId: optional callback ID.

    Example No Five9 campaignThe [None] campaign is assigned to the new call. No disposition is set, and in reports, the campaign field contains [None]:http://localhost:9998/makeCall?number=9255551212&campaignId=0

    Example Default (Hardcoded) campaignThe same campaign is used for all outbound calls:http://localhost:9998/makeCall?number=9255551212&campaignId=1137587

    73 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Assigning Campaigns Automatically to Calls

    Example Agents are prompted to select the campaign from a list. As a result, a search is conducted so the agent may have to select from a list of results:http://localhost:9998/click2dial?number=9255551212

    You need to create one field for each phone number in the record, such as home, mobile, or work. You may assign the campaign ID to one or more agents.

    Create a User Custom FieldYou may want to use this method if you vary the campaign ID based on user and want to use makeCall.

    Create a custom field named CampaignID with the Text data type, but do not assign a default value. In the users details, assign the value CampaignID to the user.

    Creating an Object Custom FieldCreate a custom field with the Text data type (any name) for the object. Add the code snippet to the formula field. As a result, a search is conducted so the agent may have to select from a list of results, which you may not want because agents are calling a specific number.

    1 In your Salesforce Setup menu, locate Object > Fields, such as Contact Fields.

    2 At the bottom of the page, in the Contact Custom Fields & Relationships section, click New.

    74 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Assigning Campaigns Automatically to Calls

    3 Select the Formula field type.

    4 Click Next.

    5 Choose the output type.a In Field Label, enter Five9C2CCampaignName.b For the return type, select Text.

    6 Click Next.

    75 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Assigning Campaigns Automatically to Calls

    7 In the Simple Formula tab, enter your formula.IF(ISBLANK(Phone), "",HYPERLINK("http://localhost:9998/makeCall?number=" &SUBSTITUTE(SUBSTITUTE(SUBSTITUTE(SUBSTITUTE(Phone, "(", ""), ")", ""), " ", ""), "_", "")& "&campaignId=" & $User.CampaignID__c & "&checkDnc=true", "Call Phone")

    )

    8 Click Check Syntax.

    9 Click Next.

    10 To establish field-level security, check Visible next to the users who need to see the custom field.

    11 Click Next.

    76 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Mapping Salesforce Fields to Five9 Fields

    12 To add to page layouts, select the contact layouts that need to display this field.

    13 Click Save.

    Mapping Salesforce Fields to Five9 FieldsYou can map Salesforce fields to Five9 fields so that when a person account or lead is added to a campaign in Salesforce, the data in the mapped fields is synchronized with the Five9 contact database. Synchronization is possible because of the salesforce_id field When you add contacts or leads to a Five9 list, Salesforce sends this ID with each record. For more information about the salesforce_id field, see Adding the Salesforce ID to the Five9 Contact Database.

    1 Click the Five9 Settings tab.

    2 Select the Five9 List Management Mapping section.

    Important To maintain the performance of the Five9 API, map only the Salesforce fields required for the Five9 dialer and the VCC dialing reports. If the Five9 field names that you plan to use do not exist in the Five9 contact database, the mapping fails. Therefore, be sure that the fields that you want to map are present as Five9 field names and exist in the Five9 contact database.

    Important Do not click or navigate away from the page until the settings are loaded. Otherwise, you need to reinstall the managed package.

    77 Five9 Open CTI Adapter for Salesforce Administrators Guide

  • Configuring List Synchronization Mapping Salesforce Fields to Five9 Fields

    This page contains two sections: person accounts and lead field mappings.

    3 Add, modify, or delete mappings: To modify a mapping, select a Salesforce field from the menu in the first

    column, and enter the corresponding Five9 field in the second column.For example, you might map the default phone number as follows:- Home phone: number1- Business phone: number3

    To add a field mapping option simultaneously to the lead and contact sections, click Add new mapping, and proceed as