CTI Partner Engagement Presentation

Marco Casalaina

Agenda
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Functional Overview of CTI Toolkit Technical Overview of CTI Toolkit CTI Toolkit Contents Overview of Early Access and Pre-Release Program Overview of Release Candidates Process Overview of CTI Toolkit API Access and Client ID Overview of Documentation Overview of Testing Overview of Development Support Procedures Overview of Deploying the Adapter on AppExchange Overview of AppExchange Certification Program Q&A

CTI Toolkit Functional Overview

Screen Pop information related to the caller

User can Transfer

Two-step Transfer

User can create Conference

User can use Phone Directory for Transfers, Conferences and internal calls

All it takes is clicking on the number

User clicks the contact phone number on the contact detail screen

SoftPhone calls the phone number

Call Log
Expanded

On Call

Collapsed

Call Reporting

Reason Codes
Not Ready, Wrap-up and Logout Reason Codes supported
Wrap-up Up Reasons (Call Result)

Not Ready Reasons

Logout Reasons

Unified Login and Logout

AGENT_ID CUSTOM1 USER_ID CUSTOM2 LOGIN_NAME CUSTOM3 AGENT_NAME CUSTOM4 PASSWORD CUSTOM5 DN CUSTOM6 POSITION_ID CUSTOM7 QUEUE CUSTOM8 SKILL CUSTOM9 PLACE CUSTOM10 PERIPHERAL_ID SWITCH EXTENSION ROUTE_POINT DOMAIN

Login Fields Supported

Organizations might have multiple Call Centers. This setup screen allows administrators to edit existing Call center definitions or create new Call center definitions (via import)

Each call center setup includes CTI System specific parameters

Users assigned to this call center will have the SoftPhone enabled automatically

Both global numbers and local extensions are supported

Administrators can edit/create SoftPhone layouts and associate them to specific profiles

WYSIWYG Layout Editor allows administrators to easily configure the SoftPhone layouts

Administrators can easily select the what fields would be displayed if one matching record was found

Technical Overview of CTI Toolkit

What does the Toolkit do? What is the architecture of the Toolkit? What are the capabilities provided? What is included in the Toolkit?

CTI Toolkit Architecture and Components

Salesforce_CTI .exe
Systems Tray Application
Salesforce UI IE Only

CiscoAdapter.DLL*
CTI Connector for Cisco IPCC

SoftPhone

COM
- IE DOM Commands - IE DOM Events

SF_MSApi4.dll
SFDC Office Toolkit
Browser Connector AppExchange APIs Data Dips Executable runs in System Tray

MSXML6(r).DLL
MS XML 6
AppExchange APIs Data Dips CTI Connector DLL Source Code

COM - XML
- Command: UOAction - Events: UIRefresh UpdateTrayMenu (optional) - Uses MSXML6 - Uses Office Toolkit 4

Source Code
- Event Sink - Command Handler

*Note: Source code for CTI Connector is provided

CTI Middleware

Compatibility
CTI Toolkit sample adapter is compatible with:
Cisco IPCC Enterprise v7.0.2

CTI Toolkit sample code Requires:

CTIOS 7.0.2 COM APIs Visual Studio 2003.NET MS XML 6 download from www.microsoft.com Office Toolkit 4.0 DLL provided, should be registered

CTI Connector
Generic Business Logic:
CTIAdapterLib

Cisco-specific Business Logic:

CiscoCTIAdapter

CTIAdapterLib
We provide the plumbing Allow you to construct the user interface

You should never have to touch any of these classes

But can

CiscoCTIAdapter
Top 2 classes are COM plumbing

Bottom 2 classes:
Event Sink Command Handling

Choose an arbitrary Name

Event Sink
It will be different for every adapter It maps the set of CTIspecific event to Salesforce.com event model

Commands
Should be overridden to perform CTIspecific calls

Customization
Buttons Agent States Labels

Status and Error Messages

Reason Codes Business Logic

XML Configuration File

Contains all the data about CTI server

Flexible data model

Only first section is mandatory Imported in setup, passed to CTI adapter in CTIConnect method

IVR Integration
ResolveAttachedData() has to be implemented for every different CTI System Format supported:
Key: [object.field] Value: [value]

Example:
Case.CaseNumber=00001234 Account.AccountNumber=1001

What Partners Should Build

A COM DLL that implements the ISalesforceCTIAdapter COM interface
ISalesforceCTIAdapter has a method for receiving XML from the Browser Connector (UIAction) and an event for sending XML to the BrowserConnector (UIRefresh). There is also an optional event (UpdateTrayMenu) if partners wish to customize the Browser Connectors system tray menu

CTI Toolkit Content

CTI Toolkit What is included

Cisco CTI Adapter
Installation Project Source Code Installation Project Source Code salesforce_cti_developer_guide.pdf Call Center Edition Developers Guide salesforce_cti_cisco_guide.pdf Cisco IPCC Enterprise Adapter Guide salesforce_cti_admin_cheatsheet.pdf Setting Up Call Center Edition salesforce_cti_enduser_cheatsheet.pdf Getting Started with your Softphone salesforce_cti_demo_cheatsheet.pdf Using the Call Center Edition Demo Adapter saleforce_cti.chm Salesforce CTI Connector Code Reference Test Cases .NET test framework and scripts Readme Instructions

Demo CTI Adapter

Documentation

Testing

Legal Disclaimer Release Notes?

Note: Demo CTI Adapter installable is provided separately

Overview of Early Access Program

Overview of Early Access Program

Provided to select set of Certified Partners Only Allows partners early access to a Winter 07 release http://aspen.salesforce.com:7921 Each Partner will get a DE org to do the development and testing This environment will be refreshed twice a week CTI Wiki

Overview of Release Candidates Process

Release Candidates Process

RC3 delivered September 15th Intermediate fixes of various components might be available on the Wiki

With each release candidate youll need to recompile your CTI adapter using the latest version of the library source code (CTIAdapterLib).

Release Candidates, Upgrade

An upgrade consists of an updated version of the Browser Connector executable and of the CTIAdapterLib source
Well do our best not to change the public APIs in CTIAdapterLib, so that integrating the new library code with your code will be painless If we do have to change the public APIs in any way, well document how we changed them in the release notes

Overview of API Access and Client ID

CTI Toolkit - API Dependencies

AppExchange APIs
Not included in PE, TE

Custom Setup
Available only for specific API Client IDs

What is Client ID?

A SOAP header that uniquely identifies your company and provides your CTI products with special API access
Allows API access for editions that do not normally have it
e.g. Team Edition, Professional Edition

Allows access to CustomSetup

The repository in Salesforce.com in which we store CTI data

Default Client ID: CTI/1.0

How to get a Client ID

We will assign you a client ID

You must ensure that you use this client ID in all your CTIrelated transactions with the Salesforce.com web services API
The client ID is defined in a single place, as the CTI_CLIENT_KEY macro in CTIAppExchange.h. Change it here and your client ID will be used throughout the code.

We will re-create the client IDs in Pre-Release For Certified Partners we will provide a Production Client ID Client ID support versioning (CTI/1.0, CTI/1.1 etc) use it to versions of adapter

Overview of Documentation

Documentation for End-Users and Admins

For end users and admins: Online help (available within Salesforce)
End-user and Admin-user

Tip sheets (1-2 page PDF documents)

Getting Started with your SoftPhone (end users) Getting Started with Setting Up Call Centers (admin users) Using the Call Center Edition Demo Adapter (admin users)

Documentation for Developers

For developers:

Call Center Edition Developers Guide (100+ page PDF)

Overview of Call Center Edition architecture Details and examples involving the most common CTI Toolkit methods

Troubleshooting and Reference

Salesforce CTI Toolkit Code Reference (.chm)

Complete CTI Toolkit API documentation, including all classes and methods Documentation generated directly from working code

Salesforce Cisco IPCC Enterprise Adapter Guide (5-6 page PDF)

Implementation notes for the Salesforce Cisco IPCC Enterprise adapter

Overview of Development Support Procedures

How do I get help?

Contact Marco Casalaina for all your questions and issues We will generally respond reasonably quickly if not the same business day then the next one If there is a bug, the fix will be targeted to the next Release Candidate (when possible)
We might issue a temporary fix if necessary, to be determined on a case by case basis

CTI Wiki
http://wiki.developerforce.com/index.php/CTI_Toolkit
Release Candidates Posted Release notes Updates, fixes, open issues Known issues (see the Troubleshooting Your Adapter page) Discussions