IntroductionxCALLY Shuttle provides a seamless CTI integration with Salesforce, a customer relationship management (CRM) system. The integration works on Salesforce Enterprice, Ultimated or Performance.

Key benefits are really able to provide your customer care agents a Unified Agent Desktop experience, together with:

- Push technology for automatic Salesforce Case creation each time an Agent receive a call- Trigger configuration to select with Asterisk Shuttle Queue are involved in the automatic Salesforce Case pop-ups and which Events engage it: before answering, after answering or after a call hangup- It WORKS either with EVERY KIND OF SIP PHONES registered on the Asterisk xCally Shuttle PBX, or the xCally phone bar, or the WebRTC client- Great VoIP quality- Great flexibility: use your own SIP trunk with your local providers or on the cloud according to your needs- Totally Asterisk RealTime technology based- Call Recordings option available - IVR enabled: Cally Square drag and drop IVR totally integrated - Simple and fast xCALLY Shuttle installer- Many other nice benefits included

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Salesforce Integration

Connected AppIn order to use the Integration you have to create, in Salesfoce, the xCally Shuttle Connected App, following the two steps below:

1. After the login, the Administrator has to go in the Setup section. In the menu, on the left, he has to click on Build -> Create -> Apps and then on the New button in the Connected Apps section.

2. Insert the following data into the New Connected App:- Connected App Name: xCally Shuttle- API Name: xCally_Shuttle- Enable OAuth Settings: Enabled- Callback URL: https://login.salesforce.com/services/oauth2/callback- Selected OAuth Scopes:

- Access and manage your Chatter feed (chatter_api)- Access and manage your data (api)- Access custom permissions (custom_permissions)- Access your basic information (id, profile, email, address, phone)

Salesforce Integration

- Access and manage your data (api)- Access custom permissions (custom_permissions)- Access your basic information (id, profile, email, address, phone)- Allow access to your unique identifier (openid)- Full access (full)- Perform requests on your behalf at any time (refresh_token, offline_access)- Provide access to custom applications (visualforce)- Provide access to your data via the Web (web)

Here you can find all the information about the Connected App creation: https://help.salesforce.com/apex/HTViewHelpDoc?id=connected_app_create.htm

Salesforce Integration

In the Setting Menu there is a section dedicated to the integration of xCally Shuttle with third party applications, like Salesforce.You can find this section by clicking on the Integrations sub-menu, like shown in this image.

In the Integrations page there is the list of the Integrations already created and the possibility to edit or delete them, and to create new ones.

Instead, in the Triggers page you can set how and when the integration works, thanks to the creation of different Triggers.

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Salesforce Integration

Create a new IntegrationTo create a new Integration click on the button following informations:

You can choose a Name which represents the InPassword fields, which require the same usernaSalesforce Account. Then compile the URI fieldType, in this case selecting Salesforce from the d

ll the form with the

tem wro

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and fi

gration and then fill the Username and e and password of an Administrator ith your Salesforce URL and the Integration pdown menu.

You also have to insert:

- the ClientID and Client Secret, that you can find in the SalesForce App Settings

- the Security Token, which is sent by email and must be reset every time you change the password in SalesForce.

Salesforce Integration

After the form submit you can see your new Integration shown in the Integrations table. Through the Integrations Table you can quickly: - edit the Integration parameters - delete the Integration

Create a TriggerNow let’s focus on the Triggers Section: here you can set how the integration works by adding a new Trigger. To create it click on and choose your integration strategy filling the form:

Through the Event field you can decide when the integration starts, so when the Salesforce Call page (dedicated to the actual call, which includes all the relevant fields of the caller) will be cre-ated: - Ringing: when the phone is ringing, before the agent’s answer - Up: when the agent picks up the call - Hang up: when the agent hangs up the call.

You can also choose for which Queue the integration is valid. If you need to apply the Integration on more queues, you have to create one trigger for each queue.In the last field you can select one of the Integrations you created.

After the creation of the Trigger you can edit parameters or remove it .

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Salesforce Integration

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Custom fieldsCustom fields are typically used to gather more information about the support issue or product or service in Salesforce.Using Shuttle you can now create a MAPPING between the Salesforce custom field name and the available field values.

In order to do it just enter in the Shuttle administration web interface -> Section Integrations and add your custom field mapping in the CUSTOM FIELDS sub-section clicking on .

Fill the form with the requested informations:- Custom Field ID: Salesforce custom field name- Prefix: String prefix- Available Fields

- From: Caller - Date: Enter Time Call- To: Called - Unique ID: Asterisk Unique ID Call- Id: Caller ID - Recording Link: Link Recorded Call- Name: Caller Name - SIP: Shuttle SIP- Queue: Shuttle Queue - Agent: Shuttle Agent- Position: Queue’s Position- Count: Queue’s Count- Trunk: Shuttle Trunk

- Suffix: String Suffix- Integration: Integration Name

Salesforce Integration

Custom Fields Example

In this example the Custom Field ID is:xCally_Queue__c

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Salesforce Integration

ImportantThe integration between xCally Shuttle and Salesforce works on Salesforce Enterprice, Ultimated or Performance. Please follow carefully this steps:

1. the Agent First Name+spacing+Last Name in the Salesforce profile must correspond exactly to the Agent Name in the xCally Shuttle Agent profile, like shown in the image below. In this case the Administrator set:

- John Doe as Agent Name, in his xCally Shuttle Account;

- John as Agent First Name and Doe as Agent Last Name, in his Salesforce account.

Be careful to use the correct spacing while typing these fields!

If you use the xCALLY phone bar, you just need to create the Agents, being careful to fill in with the Name same as your Salesforce Agent First Name and Last Name, as described in the previous page. Do not touch the Caller-ID SIP created field (it will be automatically generated with the right value to make the integration working). The Agent must be logged also into the xCally Shuttle web interface.

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Salesforce Integration

If you use external IP phones, or experimental WebRTC, you just need to create the Agents, being careful to fill in with the Name same as your Salesforce Agent First Name and Last Name, as described in the previous page. Afterwards, just link the Agent to the SIP username related to your external IP phone. The Caller-ID SIP field and the entire SIP related account, can be modified later on without any impact. The Agent must be logged also into the xCally Shuttle web interface.

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If the Agent uses the external IP phone he must login into the xCALLY Shuttle web interface.

If the Agent uses the WebRTC he must login into the xCALLY Shuttle web interface and enable the WebRTC by clicking on the padlock icon.

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Salesforce Integration

2. You should use one of this recommended browsers and enable popups:

Windows Chrome v36.0.1985.125m (NOT HTTPS)

Chromium v34.0.1831.0

Safari v5.1.7

Opera 23.0.1522.60 (in HTTPS, at the first access, you have to enable the loading of the

unsafe script)

Mac Chrome 35.0.1916.153

Chromium 28.0.1496.0

Safari 7.0.5 (activate pop-up preferences)

Opera 23.0.1522.60

Linux Chrome 36.0.1985.125 (no HTTPS)

Chromium 34.0.1847.116

Opera 12.16 build 1860

If you use Chrome/Chromium and Opera, you have to enable the popups, providing the xCally Shuttle

Address.

Chrome/Chromium: https://support.google.com/chrome/answer/95472?hl=en

Opera: Settings > Site Preferences - Exceptions - Pop-up Section where you can add the IP address

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Salesforce Integration

The Result1. Windows Phone Bar

2. External IP Phone

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The Agent will receive the call through the xCALLY Phone Bar, which warns him with a pop-up showing the caller number and the queue. The Integration will create for him, on Salesforce, a new Case containing all the call information, as shown at page 11.

The Agent will receive the call through his External IP Phone; on the xCALLY web interface it will appear a pop-up showing the Salesforce Integration Notification. The Integration will create for him, on Salesforce, a new Case containing all the call information, as shown at page 11.

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Salesforce Integration

The Result3. Experimental WebRTC

The Integration creates a new Case on the Salesforce platform every time a call comes in one of the triggered Queues, according to your Trigger strategy.

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The Agent will receive the call through the WebRTC interface, which warns him with two pop-ups showing the caller name, number and the queue and the Salesforce Integration Notification. The Integration will create for him, on Salesforce, a new Case containing all the call information, as shown below.

Salesforce Integration

The ResultThe Case page contains useful informations, like the Caller’s Name, the Caller’s Number and the data of the Agent who managed the call and on which Queue.

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Salesforce Integration

TroubleshootingThe Integration doesn’t work? Check carefully the following steps:

1. Be sure that you are using Salesforce Enterprice, Ultimated or Performance.

2. Verify that the integration data you gave are correct.Check if: - the username and password correspond to a valid Salesforce Admin Account - the Salesforce URI is correct - the ClientID, Client Secret and Security token are correct.

3. The Agent is correctly associated to the Queue specified in the created Triggers.

4. The Agent First Name and Last Name in the Salesforce profile corresponds exactly to the Agent Name in the xCally Shuttle Agent profile.

xCally Shuttle Agent Name: Emily BrownSalesforce Agent First Name: EmilySalesforce Agent Last Name: Brown

5. Be sure that you are using one of the recommended browsers and that you have enabled popups. (page 7)

6. Be sure that the agent is also correctly logged into the xCally Shuttle web interface. 7. When you create an agent on Salesforce, remember to check that he/her can see/edit the components used by the APIs (Contact, Case, Task, Lead).

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xCALLY® Designed for Asterisk® Contact CentersxCALLY™ is a Xenialab Trademark

+39 011 19886500 | www.xcally.com | support@xcally.com

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