Marco Casalaina

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CTI Partner Engagement Presentation
Marco Casalaina
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Agenda

• 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
• QA

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CTI Toolkit Functional Overview
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Screen Pop information 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 for Transfers,
Conferences and internal calls
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All it takes is clicking on the number
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Call Log
Expanded
On Call
Collapsed
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Call Reporting
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Reason CodesNot Ready, Wrap-up and Logout Reason
Codes supported
Wrap-up Up Reasons (Call Result)
Not Ready Reasons
Logout Reasons
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Unified Login and Logout
Login Fields Supported
AGENT_ID USER_ID LOGIN_NAME AGENT_NAME PASSWORD DN
POSITION_ID QUEUE SKILL PLACE PERIPHERAL_ID SWITC
H EXTENSION ROUTE_POINT DOMAIN
CUSTOM1 CUSTOM2 CUSTOM3 CUSTOM4 CUSTOM5 CUSTOM6 CU
STOM7 CUSTOM8 CUSTOM9 CUSTOM10
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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)
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Both global numbers and local extensions are
supported
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Administrators can edit/create SoftPhone
layouts and associate them to specific profiles
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WYSIWYG Layout Editor allows administrators to
easily configure the SoftPhone layouts
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Administrators can easily select the what fields
would be displayed 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

Note Source code for CTI Connector is provided
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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

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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 to touch 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 event model

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Commands

• Should be overridden to perform CTI-specific calls

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Customization

• Buttons
• Agent States
• Labels
• Status and Error Messages
• 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.CaseNumber00001234
• Account.AccountNumber1001

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What Partners Should Build

• A COM DLL that implements the ISalesforceCTIAdapte
  r 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

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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?

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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.com7921
• Each Partner will get a DE org to do the
  development and testing
• This environment will be refreshed twice a week
• CTI Wiki

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Overview of Release Candidates Process
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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).

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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

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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
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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)

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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 page PDF)
• 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, to
  be determined on a case by case basis

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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