Hey Trailblazers! Today's badge of the day is Call Center Integration. Call centers are still a huge part of the sales and service process for enterprise organizations and perform a critical role maintaining the relationship throughout the customer journey.
My current organization relies heavily on call centers for patient scheduling and support, so I have extensive experience integrating CTI solutions with Salesforce. Guess what? It's pretty easy! Now, on to the badge!
GET STARTED WITH CALL CENTER KEY CONCEPTS
- People still want to hear a human voice even if you have all the other channels covered.
- CTI stands for Computer Telephony Integration.
- CTI allows you to connect the customer data in Salesforce to your call, record results, and better manage the relationship.
- Softphone: An on-screen phone from which you can make and receive calls.
- Call Center: A Salesforce feature that integrates Salesforce with call systems built by developers.
- Open CTI: A Javascript API that lets developers or partners build cloud cased call systems.
- When you install a CTI managed package, Salesforce creates a call center you can add users to. That's all you have to do!
DEFINE YOUR CALL CENTER KEY CONCEPTS
- A call center definition file is a file that a developer or partner created while building a Call Center with Open CTI.
- Typically, it is an XML file with a few lines of code that defines what a call center can do.
- The XML file is included in the CTI package you install from the AppExchange.
- It's usually installed automatically; you need this file to get started with Call Center.
- Th file lists a Call Center's properties, such as fields, field order, which API to use, and softphone height and width.
ADD USERS TO YOUR CALL CENTER KEY CONCEPTS
- To add users, go to setup > Call Centers > your call center > click add more users > add your users.
- To view the softphone, go to any Salesforce page and view the phone as part of the GUI.