CTI Toolkit Versions 1.0 To 3.0 Developer Guide Version
User Manual:
Open the PDF directly: View PDF
Page Count: 76
- Introduction to Salesforce CRM Call Center
- System Architecture
- The Salesforce CTI Toolkit
- Customizing Salesforce CRM Call Center
- Customizing a CTI Connector
- Building a New CTI Connector
- Setting Up a New CTI Connector Project
- Writing an Event Sink
- SoftPhone Modification Options
- Using the Virtual Keyword in Your CCTIUserInterface .h File
- Implementing Call Center User Command Messages
- Writing the Initialize Method for CCTIUserInterface
- Enabling Call Center User Login
- Enabling One-Step Transfers and Conferences
- Enabling a Set of Buttons
- Changing the Display Order of SoftPhone Buttons
- Adding a Button
- Enabling Reason Codes
- Mapping CTI System Agent States toSalesforce CRM Call Center User States
- Displaying Salesforce CRM Call Center User States
- Adding a New Salesforce CRM Call Center User State
- Adding a Custom Logo
- Modifying Displayed Call Information
- Customizing Automatically-Generated Call Logs
- Defining Custom SoftPhone Labels
- Translating Custom SoftPhone Labels
- Call Center Definition Files
- Packaging and Publishing a CTI Adapter
- CTI Adapter Log Files
- Salesforce CRM Call Center API Reference
- Frequently Asked Questions
- Q: What is the difference between Salesforce CRM Call Center and the CTI Toolkit?
- Q: Why does Salesforce CRM Call Center involve a client-side application? Isn't Salesforce the “No Software” company?
- Q: Does the CTI adapter support multiple telephone lines?
- Q: Is it possible to have multiple CTI adapters working in parallel against the same switch?
- Q: Does a CTI adapter require any investment or changes to a switch?
- Q: Does Salesforce CRM Call Center require VoIP?
- Q: Why was the CTI Toolkit written in C++ instead of .NET or Java?
- Q: How long does it usually take for a partner to write a custom CTI adapter?
- Q: Is there a list of the telephony platforms that are currently covered?
- Q: How can I demo a CTI adapter?
- Q: If I'm using a machine that has multiple CTI connector .dll files installed, how does the SoftPhone connector know which CTI connector to use when I log in to Salesforce?
- Q: I'm seeing 'L' prefixes in front of all the string and character literals in the CTI Toolkit code. Why are these present?
- Q: My SoftPhone is not behaving the way that I expect it to. How can I troubleshoot it?
- Glossary
- Index