Application Notes: MaxCS Connector For Salesforce.
Contents Introduction ............................................................................................................................................ 3 Requirements ................................................................................................................................... 3 Architecture ...................................................................................................................................... 4 Configuring the MaxCS Salesforce Connector .......
These application notes are provided for administrators who are configuring AltiGen Communication’s MaxCS 7.0 Connector to work with Salesforce.com. The instructions cover: • Administrator configuration (page 5) • Installation on the client system (page 8) • Basic instructions for using the connector (page 9) • Connector settings (page 13) Introduction Salesforce.
The client system must meet the following software requirements: • The client must be running MaxAgent 7.0 Update 1 • The client must be running Windows 7 (64-bit) or Windows 8.
Configuring the MaxCS Salesforce Connector This section describes how administrators import the connector XML file and add users to the connector. Step 1: Import the Call Center CTI Adapter Make sure you have Manager account privileges in Salesforce.com. To configure your enterprise’s Salesforce account to work with the MaxCS Connector, 1. Log onto your Salesforce administrator account. 2. In Salesforce.com, click Setup by clicking the Down arrow next to the account name. 3.
2. Near the bottom, click Manage Call Center Users. 2 3. On the Manage Users page, click Add More Users. 3 4. To search for a user, enter your search criteria in the Search for New Users page. Click Find. 5. In the search results, select the desired user and click Add To Call Center. That user can now use the MaxCS Connector. MaxCS 7.
Step 3: Assign a SoftPhone Layout to Users Be sure to assign a softphone layout to each user. You can do this under App Setup in the Customize > Call Center > SoftPhone Layouts page. Step 4: Configure MaxAdministrator You must have one Salesforce Integration seat license for each agent who will be running the MaxCS Connector. MaxCS Connector will receive caller ID and IVR data, and will call the Salesforce.com API to match a record in the customer database.
2 3. Configure the AA entry as follows, and then click OK. o Set Actions to Adv. – Collect Digits o Set Text Tag to Case.CaseNumber o Set Min Length to 4 o Set Max Length to 8 3 Installing the MaxCS Connector on Client Systems Note: You must install MaxAgent before you install the MaxCS Connector. Install the connector on the system of each user who will be using the MaxCS Connector. 1. Insert the MaxCS 7.0 Update 1 DVD into the drive of the client system. MaxCS 7.
2. Navigate to this folder on the DVD: \MaxCS Connector for Salesforce\Setup 3. In that folder, run Setup.exe. The next time the client system is rebooted, the MaxCS Connector will automatically start as part of the Startup services. Until you reboot, you can run the MaxCS Connector from Windows: Click Start > All Programs > MaxCS Connector for Salesforce > MaxCS Connector. Testing the MaxCS Connector To test that MaxCS Connector is working properly, place calls to the extension.
3. Click Connect CTI Adapter. The login panel opens. 3 4. Enter your login information and click Log In: Host -- Enter either the MaxCS Server IP address or the Fully Qualified Domain Name (FQDN); contact your administrator for this information. Extension – Enter your extension number. Password – Enter the password for that extension. 4 5. Once the MaxCS Connector connects with the MaxCS server, the small left panel should say “Ready for Calls” as the status. 5 MaxCS 7.
About Call Control The MaxCS Connector softphone does not provide call control features. For example, there is no Answer or End Call button. In addition, calls that are on hold will not be listed in the softphone. The softphone will show your state. The state will be either Idle or Busy: • The MaxAgent states Idle, Offhook, Softoffhook will appear as Idle. • All other MaxAgent states will appear in the Connector as Busy.
If no data can be matched to the data from the call, the panel will show a message that no matching results were found. If no result is found for IVR data, but multiple records match the Caller ID, then those matching records will be listed. Those records will not appear in the main window; they appear only in the softphone. Making Calls On the Salesforce.com web page, phone number fields are shown with a hotlink and a handset icon next to them. Clicking the hotlink or the icon will dial the number.
Configuring MaxCS Connector Settings While the MaxCS Connector is running, an icon appears in the Windows tray area. icon to open the menu. • Settings – Opens the Settings window • About – Shows information about the MaxCS Connector • Exit – Closes the MaxCS Connector Right-click this When you choose Settings from the menu, a window offers various options. • Caller ID matches with – Select which type of data you want to match against the caller ID of incoming calls; contact, account, and/or lead.
• Log Path – Shows the path to the folder where log files are written. Troubleshooting This section describes a few issues that could arise while using the MaxCS Connector, and how you can try to resolve them. The Connector Panel Does Not Open If the MaxCS Connector panel does not appear, follow these steps: 1. Check with your administrator, to make sure that your user account has been added to the list of users who can access the MaxCS Connector. 2. Within Salesforce.
4. Set the MaxCS Connector log level to High (refer to the section Configuring MaxCS Connector Settings starting on page 13. Browse several pages and then review the log file for information. 5. If the panel still will not open, contact AltiGen Technical Support.
3. Click the Internet Zone icon at the top of the page. 4. Click Custom Level. 5. In the Miscellaneous section, change Websites in less privileged web content zone can navigate into this zone to Enable. 6. Repeat these steps for the Local intranet, Trusted sites, and Restricted sites zones. Lost Connection with MaxAgent The MaxCS Connector checks its connection with MaxAgent each minute. If MaxAgent stopped and then restarted, you do not need to restart the MaxCS Connector.
AltiGen Technical Support AltiGen does not provide general configuration support for Salesforce. For general configuration information, refer to your Salesforce documentation. AltiGen provides technical support to Authorized AltiGen Partners and distributors only. End user customers, please contact your Authorized AltiGen Partner for technical support.
