Marco Casalaina

1. CTI Partner Engagement Presentation Marco Casalaina

2. 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 • Q&A

3. CTI Toolkit – Functional Overview

7. Screen Pop information related to the caller

9. User can Transfer

10. Two-step Transfer

11. User can create Conference

12. User can use Phone Directory for Transfers, Conferences and internal calls

13. All it takes is clicking on the number

14. User clicks the contact phone number on the contact detail screen

15. SoftPhone calls the phone number

16. Call Log Expanded On Call Collapsed

17. Call Reporting

18. Reason CodesNot Ready, Wrap-up and Logout Reason Codes supported Wrap-up Up Reasons (Call Result) Not Ready Reasons Logout Reasons

19. Unified Login and Logout Login Fields Supported AGENT_ID USER_ID LOGIN_NAME AGENT_NAME PASSWORD DN POSITION_ID QUEUE SKILL PLACE PERIPHERAL_ID SWITCH EXTENSION ROUTE_POINT DOMAIN CUSTOM1 CUSTOM2 CUSTOM3 CUSTOM4 CUSTOM5 CUSTOM6 CUSTOM7 CUSTOM8 CUSTOM9 CUSTOM10

20. 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)

21. Each call center setup includes CTI System specific parameters Users assigned to this call center will have the SoftPhone enabled automatically

22. Both global numbers and local extensions are supported

23. Administrators can edit/create SoftPhone layouts and associate them to specific profiles

24. WYSIWYG Layout Editor allows administrators to easily configure the SoftPhone layouts

25. Administrators can easily select the what fields would be displayed if one matching record was found

26. 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?

27. 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

28. 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

29. CTI Connector • Generic Business Logic: • CTIAdapterLib • Cisco-specific Business Logic: • CiscoCTIAdapter

30. CTIAdapterLib • We provide the plumbing • Allow you to construct the user interface • You should never have to touch any of these classes • But can…

31. CiscoCTIAdapter • Top 2 classes are COM plumbing • Bottom 2 classes: • Event Sink • Command Handling • Choose an arbitrary Name

32. Event Sink • It will be different for every adapter • It maps the set of CTI-specific event to Salesforce.com event model

33. Commands • Should be overridden to perform CTI-specific calls

34. Customization • Buttons • Agent States • Labels • Status and Error Messages • Reason Codes • Business Logic

35. 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

36. 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

37. What Partners Should Build • A COM DLL that implements the ISalesforceCTIAdapter 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 Connector’s system tray menu

38. CTI Toolkit Content

39. 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 Developer’s 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

40. Overview of Early Access Program

41. 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

42. Overview of Release Candidates Process

43. Release Candidates Process • RC3 delivered September 15th • Intermediate fixes of various components might be available on the Wiki • With each release candidate you’ll need to recompile your CTI adapter using the latest version of the library source code (CTIAdapterLib).

44. Release Candidates, Upgrade • An “upgrade” consists of an updated version of the Browser Connector executable and of the CTIAdapterLib source • We’ll 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, we’ll document how we changed them in the release notes

45. Overview of API Access and Client ID

46. CTI Toolkit - API Dependencies • AppExchange APIs • Not included in PE, TE • Custom Setup • Available only for specific API “Client IDs”…

47. 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”

48. 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

49. Overview of Documentation

50. 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)