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WebAgent for SalesForce Lightning CTI Actions and behaviors

Note: Additional Anywhere365 WebAgent and CTI Integration license required.

Introduction

The below overview of the CTI Entities and Actions available with the WebAgent for SalesForce.

SalesForce Lightning entities

Below an overview of the entities that are used in the SalesForce CTI plugin:

  • Used for:

    • Form

  • Used field(s):

    • phone

  • Used for:

    • Form

  • Used field(s):

    • None

  • Used for:

    • Create

    • Form

  • Used field(s):

    • SuppliedPhone

    • SuppliedEmail

    • AccountId

    • ContactId

    • Subject

    • Description

    • Origin

  • Used for:

    • Form

  • Used field(s):

    • Phone

    • Email

    • FirstName

    • LastName

  • Used for:

    • Form

  • Used field(s):

    • None

  • Used for:

    • Form

  • Used field(s):

    • Phone

    • Email

    • FirstName

    • LastName

  • Used for:

    • Form

  • Used field(s):

    • None

  • Used for:

    • Form

  • Used field(s):

    • Phone

    • Email

    • FirstName

    • LastName

  • Actions:

    • Create (entity Task with TaskSubType Call)

    • Update

  • Used field(s):

    • Id

    • AccountId

    • WhoId

    • WhatId

    • Subject

    • Status

    • ActivityDate

    • Priority

    • Type

    • CallType

    • Description

    • CallDurationInSeconds

    • CallObject

    • Status

  • Actions:

    • Create (entity Task with TaskSubType Call)

    • Update

  • Used field(s):

    • Id

    • AccountId

    • WhoId

    • WhatId

    • Subject

    • Status

    • ActivityDate

    • Priority

    • Type

    • CallType

    • Description

    • CallDurationInSeconds

    • CallObject

    • Description

    • Status

  • Actions:

    • Create (entity Task with TaskSubType Call)

    • Update

  • Used field(s):

    • Id

    • AccountId

    • WhoId

    • WhatId

    • Subject

    • Status

    • ActivityDate

    • Priority

    • Type

    • CallType

    • Description

    • CallDurationInSeconds

    • CallObject

    • Description

    • Status

Search and open form Behavior

When getting a conversation the CTI plugin will search for entities to display.

The entities which are searched is determined by the Softphone layout settings in Salesforce.

When to search

The timing can be configured via the setting "Search after accepting conversation":

  • Enabled = Only search after accepting a hunt.

  • Disabled = Search when a conversation offered. (hunt)

One entity found

When a single contact is found it will automatically populate a page.

The behavior for this can be configured via the setting "Single match: pop":

  • Enabled = When a single contact is found and setting is enabled, you can select which page to open:

    • Detail page

    • Activity page

  • Disabled = Do nothing when single contact is found.

Multiple entities found

When multiple entities are found it will automatically populate the search page with the results. From here you can select the desired entity and link the conversation.

The behavior for this can be configured via the setting "Multiple matches: Pop Details":

  • Enabled = When multiple entities are found, populate the search page.

  • Disabled = Do nothing when multiple entities is found.

No entity found

When no match is found it will automatically open a create new page.

The behavior for this can be configured via the setting "No Match: Pop page to create a new":

  • Enabled = When no match contact is found.

  • Disabled = Do nothing when no contact is found.

Create, link, and open behavior

When handling a conversation the following actions and behaviors are available:

Create Activity

When an entity is linked to the conversation, then an activity would automatically be created.

Based on the type of conversation a different activity will be created:

  • Audio conversation = entity Task with TaskSubType Call

  • Email conversation = entity Task with TaskSubType Email

  • Other conversation = entity Task with TaskSubType Task

Note: Field that are available will be filled in, see SalesForce CTI entities

Create Case

When no case is linked to the conversation, then the create case is available. Clicking on the button will open a "New Case" form.

Note: Field that are available will be filled in, see SalesForce CTI entities

The case will automatically become linked to the conversation, this will result in the following behavior changes:

  • Link Case will become disabled.

  • (when on the linked case page) Unlink Case will become enabled.

  • Create Case will become disabled.

  • (when on another page than the case) Open Case will become enabled.

Create Contact

When no entity is linked to the conversation, then the create contact button is available. Clicking on the button will open a "New Contact" form.

Note: Field that are available will be filled in, see SalesForce CTI entities

The contact will automatically become linked to the conversation when saved, this will result in the following behavior changes:

  • Create Contact will become disabled.

  • Unlink Contact will become enabled.

  • An activity will be created.

Link Case

When an entity is linked to the conversation and a case page is opened in CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers., then you can link the case to the conversation. Linking will result in the following behavior changes:

  • Link Case will become disabled.

  • (when on the linked case page) Unlink Case will become enabled.

  • Create Case will become disabled.

  • (when on another page than the case) Open Case will become enabled.

Link Entity

When an entity is opened in CRM, you can link it. Linking will result in the following behavior changes:

  • Create Contact will become disabled.

  • An activity will be created.

Open Activity

When an entity is linked to the conversation, then an activity would automatically be created and can be opened via the open activity button.

Open Case

When a case is linked to the conversation, then the case can be opened via the open case button. This will open the corresponding page in CRM.

Open Entity

When an entity is linked to the conversation, then the case can be opened via the open entity button. This will open the corresponding page in CRM.

Unlink Case

When a case is linked to the conversation and the case page is opened in Dynamics 365, then you can unlink it. Un-linking will result in the following behavior changes:

  • (If the page is still open or another case is opened) Link Case will become enabled.

  • Create Case will become enabled.

Unlink Entity

When an entity is linked to a conversation, you can unlink it. Un-linking will result in the following behavior changes:

  • Create Contact will become enabled.

SalesForce Lightning API methods

The SalesForce CTI plugin, makes use of the following SalesForce Lightning API's:

  • sforce.opencti.notifyInitializationComplete

  • sforce.opencti.getCallCenterSettings

  • sforce.opencti.enableClickToDial

  • sforce.opencti.onNavigationChange

  • sforce.opencti.onClickToDial

  • sforce.opencti.hvs.onWorkStart

  • sforce.opencti.setSoftphoneItemIcon

  • sforce.opencti.setSoftphonePanelIcon

  • sforce.opencti.refreshView

  • sforce.opencti.getSoftphoneLayout

  • sforce.opencti.setSoftphonePanelVisibility

  • sforce.opencti.isSoftphonePanelVisible

  • sforce.opencti.screenPop

  • sforce.opencti.searchAndScreenPop

  • sforce.opencti.saveLog

  • sforce.opencti.hvs.completeWork

  • sforce.opencti.setSoftphonePanelWidth

  • sforce.opencti.setSoftphonePanelHeight

  • sforce.opencti.setSoftphonePanelLabel

More information can be found on: