Tag Archive | salesforce

InGenius Software Announces InGenius Connector Enterprise for Salesforce.com Open CTI

September 18, 2012 at Dreamforce, InGenius Software announced their new Enterprise CTI solution, InGenius Connector Enterprise for Salesforce. InGenius Connector Enterprise for Salesforce is the first click-to-dial software solution for Salesforce.com built using the new Salesforce.com Open CTI interface. With no desktop install, InGenius Connector Enterprise for Salesforce, streamlines call dialing and inbound/outbound logging activities for an entire organization. InGenius Connector Enterprise for Salesforce, will be available directly from InGenius Software at http://www.InGenius.com or by calling 613-591-9002 x3000.

InGenius Connector for Salesforce is fully integrated with Salesforce.com to enable several features including incoming call screen pop, click-to-dial, and automatic call logging all from within the Salesforce.com user interface. Additionally, InGenius Connector Enterprise provides automatic field population and configurable templates for fast, accurate logging of all calls against Salesforce.com records. Since InGenius Connector Enterprise for Salesforce utilizes the new Salesforce Open CTI, it requires no desktop install and can be used on both PC (Windows) and Mac (OS X) and accessed from any browser (Chrome, Mozilla Firefox, Internet Explorer).

InGenius Connector for Salesforce, is installed on premises at a customer site and connects directly with the customer’s resident telephony system. InGenius Connector Enterprise interoperates directly with the telephony system and does not require any additional hardware or software products to be purchased or installed. Initially being released for Cisco’s Call Manager, InGenius Connector Enterprise for Salesforce works with several telephony platforms including Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Contact Center Express (UCCX) and Avaya.

Rich Loen, InGenius Software’s CTO says, “InGenius Connector Enterprise makes it very easy for an organization to add click-to-dial and logging functionality for all its Salesforce.com users. The server based install is very quick and eliminates the time and effort associated with visiting every desktop during deployment. This makes enterprise wide roll-out for different platforms very efficient.”

Check out the press release here: http://www.prweb.com/releases/2012/9/prweb9901527.htm

Salesforce Call Center tips: Display Call Duration in Minutes

In this post we showed you how to add Call Duration to a Salesforce Activity page.  Unfortunately, the only existing field available for you to add and display on your Activity page gives you call duration in seconds.  That might work just fine for you and your organization, but some of our users wanted to display call duration in minutes.  Here’s how to do it.

As the Salesforce Administrator, navigate to Setup-> Customize-> Activities -> Add Custom Fields.

Select New:

Select Formula for your data type and then click Next:

Enter in the name you would like to give the field (Sarah used “Call Duration(Min)” here.  Then select Text and then Next:

Click Advanced Formula and then copy and paste the text below this image into the highlighted space shown below.  Once you’ve pasted it, click Next:


IF((MOD(CallDurationInSeconds/60,1)*60) > 10,

TEXT(FLOOR(CallDurationInSeconds/60)) + “:” + TEXT(FLOOR(MOD(CallDurationInSeconds/60,1)*60) ),
TEXT(FLOOR(CallDurationInSeconds/60)) + “:0″ + TEXT(FLOOR(MOD(CallDurationInSeconds/60,1)*60) ))

Select the profiles you wish to be able to see this field.  Finally, click Save.

Navigate to a task and you should now see “Call Duration (Min)” displayed on that task page.  Cool!

In the image above, you can now see that we’ve got two Call Duration Fields;  one displays duration in seconds (we showed you how to display in this post) and one outlined in red that displays call duration in minutes (this is the custom field we just created).

If you’d also like to see this field on your Contacts’ Activity History page, then you’ll need to customize the Contact Page Layout.  Stay tuned for more!

InGenius Connector for Salesforce Call Center CTI and Cisco – in Firefox and Chrome!

We’ve released support for our InGenius Connector Salesforce plugin on Cisco platforms, and we couldn’t be more pleased about it!  This solution is exciting for two reasons,

1) It supports Cisco Call Manager and,

2) It makes use of Salesforce call center version 4.

What does that mean?  The InGenius Connector for Salesforce and Cisco works in Firefox and Chrome in addition to Internet Explorer!

We know how happy this will make all you Firefox and Chrome users, and we want to let you know that multi-browser support for InGenius Connector and Salesforce on our other platforms (such as Broadsoft, Mitel, Polycom, Aastra, Asterisk and softphone) is also coming very soon.

To try out InGenius Connector for Salesforce and Cisco Call Manager, visit our website and download a free trial.

Salesforce Call Center Tips: Add Call Duration to your Activity Page

One of our users asked how to add the call duration field onto their activities page.  We thought it could be helpful for others too.

To add the call duration field onto your Activities pages, you’ll need to log into Salesforce as a Salesforce Administrator.

Navigate to YourName-> Setup-> Customize-> Activities.

Select Task Page Layouts and then look for “Call Duration” at the top of the Task Page Layouts screen.  You can then drag “Call Duration” down to an open spot on the Task Page, and shuffle things around until you get a layout you like.  Make sure you press Save at the top of the “Console Interation” space.

Navigate to a lead or contact page where you already have call activities, or create a new call activity by making a test call.  Open up the Task page, and look to find your “Call Duration” field

You should now see a Call Duration field on your Task page!  The Call Duration will be populated by seconds.

You can use these steps to add any available fields onto to the Task page.  To check what fields you have available, navigate to YourName-> Setup-> Customize -> Activities-> Task Field. You can add any of these fields into your Task page.  If there are additional fields you need on your Task page, check out how to create Customized Fields in Salesforce.com

Have a good Monday everyone!

Salesforce Call Center Tips: Manage your screen pops

If you’re using our InGenius Connector for Salesforce, you are familiar with “screen pops” – the automatic navigation to the lead or contact who is calling in.  This can be really helpful, but you may not always want incoming calls to pop to a different Salesforce screen –  or – you might just want the pop to open in a new window or tab.  This post will show you where to make changes to your Salesforce screen pop settings.

As usual, when you want to make changes to the Salesforce call center, you must log in as the Salesforce Administrator, or have your Salesforce Administrator make these changes for you.

Navigate to Setup-> Customize -> Call Center. 

Usually, we go into the Call Centers tab shown above.  This time we’ll click on the Softphone Layout option

Select Softphone Layouts, and then click through the “Introducing Salesforce CRM Call Centers” splash page if it appears.

On the SoftPhone Layouts page, click on Edit next to the Standard SoftPhone Layout option, or whichever Softphone Layout is selected as “Default”.

Scroll to the bottom of the page below the heading “CTI 2.0 or Higher Settings.”   This is where you can make changes to the screen pop settings.  Click on Edit next to any of the settings to see your options, and test out some different configurations to see which works best for you!

Clone the Salesforce Call Center

Now that you know how to make changes to the call center wrap up codes in Salesforce, you might find yourself with a long list of wrap up codes.  Maybe you got code happy and are deciding to pare it down, or maybe you really need all of those options for the various groups in your office.  If this is the case, you can clone the call center to give different people different call wrap up code options.

Cloning the call center means that you create a duplicate version of the InGenius Connector for Salesforce call center.  You’ll then have two (or however many clones you create) call centers that can be customized to fit the different needs in your office.

To clone the call center, you’ll have to be a Salesforce Administrator.  Just like in the last post, you’ll navigate to Your Name -> Setup -> Call Center -> Call Centers -> Continue (if it appears):

Click directly on the InGenius Call Center Adapter link.  This will open up the InGenius Call Center Adapter page.  At the top of this page you can select the options to Edit, Delete or Clone the Call Center.  If you clicked on Edit, you could customize the call wrap up codes.   This time however, you’ll click on Clone.

This will bring you to a new screen with a new call center, containing all the same information as the original call center.  Give it an internal name, and then proceed with any customizations to your clone.

Hit Save and you’ve done it!  Now you have TWO call centers with different customized wrap up codes and you can select which of your Salesforce call center users are added to the different call centers.  Documentation on how to add users to the call center in our PDF Salesforce Integration Administrator Guide, but I’ll also post it here next time as well.

Thanks everyone – hope your March is off to a stellar start!

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