To configure Acqueon Workspace with Salesforce Open CTI, the following details are required from the customer:
Salesforce Admin Account
Salesforce account with Admin privileges to perform the following operations:
Follow the installation steps mentioned here and install AcqueonCTI Connector Unmanaged Package: Acqueon CTI Connector Unmanaged Package.
Create apex classes.
Create Visualforce page for outbound widgets.
Configure Call Center.
Test the Screen Pop for various call types.
Assign call center to a Salesforce user. (Refer to the section Assign User to Call Center in Setup Call Center)
Create Softphone layout and Assign Softphone layout. (Refer to the section Configuring Softphone Layout in Components and Module)
Set up omni-channel.
Salesforce Account for a Test Agent
Salesforce accounts with standard object access (Contact, Lead, Activity, Case, Opportunity) for Agent.
Also known as Computer-Telephony Integration. Traditional telecommunications equipment, when merged with computers and computer applications is CTI. The use of Caller ID to retrieve customer information automatically from a database is an example of a CTI application. This integration allows users to store call- and contact-related data in a database and retrieve it as required - before, during, or after a call.
Also Contact Center. This is a generic term for a location, office, or a cloud-based organization that places and receives calls for various purposes like customer service, customer support, sales, collection, telemarketing, etc. These centers have CTI equipment that route the calls to personnel, generally designated as agents.
This is the information that is automatically displayed (screenpopulation) on the desktop when an agent answers a call. This information is pulled from the database and populated to help the agent with relevant information when handling the call.
A contact-center employee who takes the routed customer calls and also handles other type of customer interactions like email and chat. The agent usually handles customer support and inquiries in a contact center.
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