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www.unilog.com www.amigolog.com Salesforce – Vocalcom CTI Adapter 1 September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité, 69 002 LYON FRANCE Tél : 04 78 42 31 47 Web : www.amigolog.com

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Page 1: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 1September 2011

Salesforce - Vocalcom CTI Adapter2011

AMIGOLOG SAS10 rue de la Charité, 69 002 LYON FRANCETél : 04 78 42 31 47Web : www.amigolog.com

Page 2: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 2September 2011

Agenda

The Salesforce / Vocalcom CTI Adapter

Screenshots

Page 3: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 3September 2011

Connecting to Hermès

Agents connect from Salesforce by entering their Hermès ID and their phone extension.

Page 4: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 4September 2011

Outbound calls

All phone numbers can be dialed directly from Salesforce.

Page 5: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 5September 2011

Inbound calls

Information displayed during the call.

Page 6: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 6September 2011

Inbound calls

Screen pops are displayed as the agent hang up the call according to the call center parameters.

If an account or contact was found, its details displayed automatically on the softphone layout,

When no account or contact has been recongnized :

Page 7: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 7September 2011

Inbound calls

Page 8: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 8September 2011

Hold and retrieve

Page 9: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 9September 2011

Call transfers

All transfer possibilities

Page 10: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 10September 2011

Conferences

Page 11: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 11September 2011

Call results

Page 12: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 12September 2011

Call logs

Page 13: Www.unilog.com  Salesforce – Vocalcom CTI Adapter 1September 2011 Salesforce - Vocalcom CTI Adapter 2011 AMIGOLOG SAS 10 rue de la Charité,

www.unilog.comwww.amigolog.com Salesforce – Vocalcom CTI Adapter 13September 2011

Christian FRANIATTEPrésident 10 rue de la Charité69002 LyonMobile : 06 78 91 04 [email protected]

Contacts

Mehdi DJERADSernior CRM Business AnalystManager CRM & BI10 rue de la Charité69002 LyonMobile : 06 85 07 97 [email protected]