ShoreTel Salesforce.com Call Center Adapter Overview:
The ShoreTel Salesforce.com Call Center Adapter allows
Salesforce.com® application users to integrate overall
business processes with the ShoreTel® IP telephony system,
directly from their desktops. With the Call Center Adapter,
agents can respond more effectively, leading to faster
response times and shorter calls – benefits that, in
turn, improve agent productivity and can increase customer
loyalty.
Tight integration delivers multiple benefits
The Call Center Adapter was designed to integrate with
the IP telephony system through a customizable call
control tool (shown in Figure 4), that appears in the
sidebar of every Salesforce.com page. When the call
control tool is activated using the Call Center Adapter,
voice and data functions are converged, significantly
boosting individual and organizational productivity.
From within the Salesforce.com application, ShoreWare
Call Manager (Personal, Advanced or Operator) users
and ShoreWare Contact Center, Workgroup Edition agents
can make selections by clicking on the appropriate icon
to dial and answer calls from the desktop, put callers
on hold, initiate conference calls, transfer calls,
or initiate new calls on a second line.
Users and workgroup agents can also attach comments
to a call log or associate a record with a call by navigating
to the record and then selecting it. Workgroup agents
can write notes during live phone calls. If a workgroup
agent subsequently transfers a call both the appropriate
contact record and the new call notes will appear on
the screen of the receiving party, facilitating real-time
collaboration to speed resolution of escalated or otherwise
transferred calls.
Click to call
The Call Center Adapter lets users conveniently
place calls from directly within individual contact
or account records by simply clicking once on any hyperlinked
and annotated phone number field. Inbound calls trigger
Salesforce.com screen pops that contain related account
information.
All together, these capabilities enhance a ShoreTel
IP telephony system users’ ability to work more effectively
and assist customers more quickly, two important benefits
that can have a widespread, positive impact on operations
– and the bottom line.
Customizable user interface
With the Call Center Adapter, Salesforce.com application
users can specify personal settings to automate login
and customize record opening based on individual preferences.
Users can also customize the screen page layout by adding,
removing or changing the order of the fields or the
records to match their work flow. Finally, the call
control tool provides convenient “Last Call” and “My
Calls Today” displays that let users quickly and conveniently
review recent activities.
Easy activation
Any Salesforce.com Professional, Enterprise or Unlimited
Edition customer has the option to activate the Salesforce.com
Softphone feature at no additional charge. The ShoreTel
Salesforce.com Call Center Adapter which acts as the
intermediary is available for order from your ShoreTel
Operation:
Once the Call Center Adapter has been installed,
it can be manually invoked to run, or, depending on
settings, can be automatically run when the user logs
in to their computer.
The tray icon menu is displayed by right clicking
the ShoreTel taskbar icon. The menu offers the following
choices:
Auto Start at Login: The alternative is for
the user to manually start the program at login.
Logging: Displays a dialog that allows the
logging feature of the Call Center Adapter to be controlled.
Depending on its settings, the Call Center Adaptor will
write to the Logs folder within its installation directory.
About: Displays the About box for the Call
Center Adapter showing the version of the Salesforce.com
code portions, as well as the ShoreTel specific code.
ShoreTel
Salesforce.com Call Center Adapter
