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Marco Casalaina
CTI Partner EngagementPresentation
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Agenda
1. Functional Overview of CTI Toolkit
2. Technical Overview of CTI Toolkit
3. CTI Toolkit Contents
4. Overview of Early Access and Pre-Release Program
5. Overview of Release Candidates Process
6. Overview of CTI Toolkit API Access and Client ID7. Overview of Documentation
8. Overview of Testing
9. Overview of Development Support Procedures
10. Overview of Deploying the Adapter on AppExchange11. Overview of AppExchange Certification Program
12. Q&A
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CTI Toolkit Functional Overview
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Screen Popinformation related
to the caller
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User can Transfer
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Two-step Transfer
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User can create Conference
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User can use Phone Directory forTransfers, Conferences and
internal calls
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All it takes is clicking on thenumber
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User clicks the contact phonenumber on the contact detail
screen
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SoftPhone calls the phonenumber
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Call Log
Collapsed
Expanded
On Call
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Call Reporting
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Reason CodesNot Ready, Wrap-up and Logout Reason Codes supported
Not Ready Reasons
Logout Reasons
Wrap-up UpReasons
(Call Result)
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Unified Login and LogoutAGENT_IDUSER_IDLOGIN_NAME
AGENT_NAMEPASSWORDDNPOSITION_IDQUEUESKILLPLACEPERIPHERAL_IDSWITCHEXTENSIONROUTE_POINT
DOMAIN
CUSTOM1CUSTOM2CUSTOM3
CUSTOM4CUSTOM5CUSTOM6CUSTOM7CUSTOM8CUSTOM9CUSTOM10
Login FieldsSupported
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Organizations might have multipleCall Centers. This setup screen
allows administrators to edit existingCall center definitions or create newCall center definitions (via import)
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Each call center setupincludes CTI System
specificparameters
Users assigned to this callcenter will have theSoftPhone enabled
automatically
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Both global numbers andlocal extensions are
supported
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Administrators can edit/createSoftPhone layouts and
associate them to specific profiles
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WYSIWYG Layout Editor allowsadministrators to easily
configure theSoftPhone layouts
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Administrators can easily selectthe what fields would bedisplayed if one matching
record was found
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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?
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CTI Toolkit Architecture and Components
Salesforce_CTI .exe
Systems Tray Application
CiscoAdapter.DLL*
CTI Connector for Cisco
IPCC
SF_MSApi4.dll
SFDC Office Toolkit
MSXML6(r).DLL
MS XML 6
Salesforce UI
IE Only
Browser Connector
Executableruns in System Tray
AppExchangeAPIs
CTI Middleware
Data Dips
SoftPhone
COM
- IE DOM Commands- IE DOM Events
CTI Connector DLLSource Code
COM - XML
- Command: UOAction- Events:
UIRefreshUpdateTrayMenu (optional)
- Uses MSXML6- Uses Office Toolkit 4AppExchange
APIsData Dips
Source Code
- Event Sink- Command Handler
*Note: Source code for CTI Connector is provided
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Compatibility
CTI Toolkit sample adapter is compatiblewith:
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 beregistered
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CTI Connector
Generic Business Logic: CTIAdapterLib
Cisco-specific Business
Logic: CiscoCTIAdapter
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CTIAdapterLib
We provide the plumbing Allow you to construct
the user interface
You should never have totouch any of these
classes
But can
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CiscoCTIAdapter
Top 2 classes are COM plumbing
Bottom 2 classes:
Event Sink
Command Handling
Choose an arbitrary Name
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Event Sink
It will be different for
every adapter
It maps the set of CTI-
specific event to
Salesforce.com eventmodel
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Commands
Should be overriddento perform CTI-
specific calls
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Customization
Buttons Agent States
Labels
Status and ErrorMessages
Reason Codes
Business Logic
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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
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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
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What Partners Should Build
A COM DLL that implements theISalesforceCTIAdapter 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 customizethe Browser Connectors system tray menu
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CTI Toolkit Content
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CTI Toolkit What is included
Cisco CTI Adapter
Installation Project
Source Code
Demo CTI Adapter
Installation Project
Source Code
Documentation
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
Testing
Test Cases
.NET test framework and scripts
Readme Instructions
Legal Disclaimer
Release Notes?
Note: Demo CTI Adapter installable is provided separately
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Overview of Early Access Program
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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
http://aspen.salesforce.com:7921/http://aspen.salesforce.com:7921/8/4/2019 CTI Partner Engagement Presentation
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Overview of Release Candidates
Process
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Release Candidates Process
RC3 delivered September 15
th
Intermediate fixes of various components
might be available on the Wiki
With each release candidate youll need torecompile your CTI adapter using the latest
version of the library source code
(CTIAdapterLib).
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Release Candidates, Upgrade
An upgrade consists of an updatedversion 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 inthe release notes
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Overview of API Access and Client ID
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CTI Toolkit - API Dependencies
AppExchange APIs
Not included in PE, TE
Custom Setup
Available only for specific API Client IDs
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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
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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 CTI-
related 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
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Overview of Documentation
Documentation for End Users and
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Documentation for End-Users andAdmins
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)
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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 pagePDF)
Implementation notes for the Salesforce Cisco IPCC Enterprise
adapter
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Overview of
Development Support Procedures
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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, tobe determined on a case by case basis
CTI Wiki
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CTI Wikihttp://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
http://wiki.developerforce.com/index.php/CTI_Toolkithttp://wiki.developerforce.com/index.php/Troubleshooting_Your_CTI_Adapterhttp://wiki.developerforce.com/index.php/Troubleshooting_Your_CTI_Adapterhttp://wiki.developerforce.com/index.php/CTI_Toolkit