Difference between revisions of ":Internal Only/Avaya"

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==Links==
 
==Links==
 +
*[[Internal:Internal_Only/Avaya/Cloud_Connector_Salesforce|How to use Cloud Connector in Salesforce]]
 +
*[[Internal:Internal_Only/Avaya/Troubleshooting|Avaya VPN troubleshooting]]
 
*[https://pwdreset.convergys.com:9251/showLogin.cc Avaya Account Password Reset Portal]
 
*[https://pwdreset.convergys.com:9251/showLogin.cc Avaya Account Password Reset Portal]
 
*[https://dahuawiki.com/images/FLIR/SOP/SOP%20-%20AVAYA.pdf Avaya SOP User Guide]
 
*[https://dahuawiki.com/images/FLIR/SOP/SOP%20-%20AVAYA.pdf Avaya SOP User Guide]
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*[https://dahuawiki.com/images/FLIR/SOP/C1AS_SFDC_Cloud_Connector_ForAvayaAES_Install_AdminGuide_3_2.pdf SFDC AES Cloud Connector Cloud Connector Install Guide]
 
*[https://dahuawiki.com/images/FLIR/SOP/C1AS_SFDC_Cloud_Connector_ForAvayaAES_Install_AdminGuide_3_2.pdf SFDC AES Cloud Connector Cloud Connector Install Guide]
 
*[https://dahuawiki.com/images/FLIR/SOP/C1Cloud%20Connector%20User%20Guide.pdf C1 Cloud Connector Cloud Connector User Guide]
 
*[https://dahuawiki.com/images/FLIR/SOP/C1Cloud%20Connector%20User%20Guide.pdf C1 Cloud Connector Cloud Connector User Guide]
 +
*[[Internal:Internal_Only/Avaya/Metrics|Avaya Metrics Breakdown]]
 +
*[https://dahuawiki.com/Internal:Internal_Only/Avaya/Verint Verint Recording]
  
 
==Instructions==
 
==Instructions==
 
*[[Internal:Internal_Only/Avaya/Provision_Phone|How to Provision Avaya Phone]]
 
*[[Internal:Internal_Only/Avaya/Provision_Phone|How to Provision Avaya Phone]]
 +
*[[Internal:Internal_Only/Avaya/VPN_Setup|How to Setup Call Center VPN]]
 +
 
==Example Cases that Used CTI in SF==
 
==Example Cases that Used CTI in SF==
 
*00561710
 
*00561710
Line 33: Line 39:
 
*00565888
 
*00565888
 
*00565962
 
*00565962
 +
==Report by Interval==
 +
Excel->Analyze->Field List
 +
Uncheck the following:
 +
day_date
 +
dt_day
 +
dt_week
 +
 +
Show
 +
DT_Hour
 +
 +
==Call Task Fields in Salesforce==
 +
[[file:Avaya_SF_VoiceCall_Task.png]]
 +
==Activity Codes==
 +
{| class="wikitable"
 +
!|AUX Reason Code Name
 +
!|Code 
 +
|-
 +
|Break
 +
|3
 +
|-
 +
|Clerical
 +
|9
 +
|-
 +
|Coaching
 +
|6
 +
|-
 +
|Miscellaneous
 +
|1
 +
|-
 +
|Multimedia
 +
|8
 +
|-
 +
|Other Productive Time
 +
|5
 +
|-
 +
|Preshift Meeting
 +
|2
 +
|-
 +
|System Default
 +
|0
 +
|-   
 +
|Team Lead
 +
|4
 +
|-
 +
|Training
 +
|7
 +
|}
  
 
==Not Ready:Reason Codes==
 
==Not Ready:Reason Codes==
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===Tier 2===
 
===Tier 2===
 
{| class="wikitable"
 
{| class="wikitable"
 +
|-
 
!|First Name
 
!|First Name
 
!|Last Name
 
!|Last Name
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!|Start Time
 
!|Start Time
 
!|Lunch Start Time
 
!|Lunch Start Time
−
!|End Time
+
!|End Time]
 +
!|Phone Skills
 
|-
 
|-
−
|Arran
+
||Arran
−
|Williams
+
||Williams
−
|x49056
+
||x49056
−
|63604
+
||63604
−
|626.465.5250
+
||626.465.5250
−
|Arran.Williams@DahuaTech.com
+
||Arran.Williams@DahuaTech.com
−
|7:00AM PST
+
||7:00AM PST
−
|11:30AM PST
+
||11:30AM PST
−
|3:30PM PST
+
||3:30PM PST
 +
||1760, 1759, 1761, 1763
 
|-
 
|-
−
|Alex
+
||Alex
−
|Solano
+
||Solano
−
|x49050
+
||x49050
−
|
+
||63601
−
|
+
||
−
|Alex.Solano@DahuaTech.com
+
||Alex.Solano@DahuaTech.com
−
|9:00AM PST
+
||9:00AM PST
−
|12:30PM PST
+
||12:30PM PST
−
|6:00PM PST
+
||6:00PM PST
 +
||1760, 1759, 1761, 1763
 
|-
 
|-
−
|William
+
||William
−
|Valencia
+
||Valencia
−
|x49053
+
||x49053
−
|
+
||63600
−
|951.258.1238
+
||951.258.1238
−
|William.Valencia@DahuaTech.com
+
||William.Valencia@DahuaTech.com
−
|8:00AM PST
+
||8:00AM PST
−
|1:30PM PST
+
||1:30PM PST
−
|5:00PM PST
+
||5:00PM PST
 +
||1760, 1759, 1761, 1763
 
|-
 
|-
−
|Gerardo
+
||Gerardo
−
|Chavez
+
||Chavez
−
|x49051
+
||x49051
−
|63605
+
||63605
−
|626.723.8199
+
||626.723.8199
−
|Gerardo.Chavez@DahuaTech.com
+
||Gerardo.Chavez@DahuaTech.com
−
|8:00AM PST
+
||8:00AM PST
−
|12:00PM PST
+
||12:00PM PST
−
|4:30PM PST
+
||4:30PM PST
 +
||1760, 1759, 1761, 1763
 
|-
 
|-
−
|Marques
+
||Marques
−
|Phillips
+
||Phillips
−
|TBD
+
||x
−
|TBD
+
||63606
−
|951.751.4253
+
||951.751.4253
−
|Marques.Phillips@DahuaTech.com
+
||Marques.Phillips@DahuaTech.com
−
|8:00AM PST
+
||8:00AM PST
−
|1:00PM PST
+
||1:00PM PST
−
|4:30PM PST
+
||4:30PM PST
 +
||1760, 1759, 1761, 1763
 
|-
 
|-
 +
||Carlos
 +
||Espinoza
 +
||x
 +
||63607
 +
||
 +
||Carlos.Espinoza@DahuaTech.com
 +
||9:00AM PST
 +
||6:00PM PST
 +
||2:00PM PST
 +
||1760, 1759, 1761, 1763
 
|}
 
|}
  
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!|Lunch Start Time
 
!|Lunch Start Time
 
!|End Time
 
!|End Time
 +
!|Phone Skills
 
|-
 
|-
 
||JP
 
||JP
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||N/A
 
||N/A
 
||3:00PM PST
 
||3:00PM PST
 +
||1760, 1759, 1761, 1763, 1762
 
|-
 
|-
 
||Nicky
 
||Nicky
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||N/A
 
||N/A
 
||5:00PM PST
 
||5:00PM PST
 +
||1760, 1759, 1761, 1763, 1762
 
|}
 
|}
  
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!|Data Type
 
!|Data Type
 
!|SF Location
 
!|SF Location
 +
!|Status
 
|-
 
|-
 
|Subject
 
|Subject
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|Subject
 
|Subject
 
|Text
 
|Text
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|WhoId
 
|WhoId
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|WhoId__c
 
|WhoId__c
 
|Text(15) (External ID)
 
|Text(15) (External ID)
−
|
+
|Activity Custom Field
 +
|Unknown
 
|-
 
|-
 
|WhatId
 
|WhatId
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|WhatId__c
 
|WhatId__c
 
|Text(15) (External ID)
 
|Text(15) (External ID)
−
|
+
|Activity Custom Field
 +
|Unknown
 
|-
 
|-
 
|Description
 
|Description
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|Summary__c
 
|Summary__c
 
|Text Area(255)
 
|Text Area(255)
−
|
+
|Unknown
 +
|Unknown
 
|-
 
|-
 
|CallDurationInSeconds
 
|CallDurationInSeconds
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|CallDurationInSeconds__c
 
|CallDurationInSeconds__c
 
|Number(18, 0) (External ID)
 
|Number(18, 0) (External ID)
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|HoldtimeInSeconds
 
|HoldtimeInSeconds
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|HoldtimeInSeconds__c
 
|HoldtimeInSeconds__c
 
|Number(18, 0) (External ID)
 
|Number(18, 0) (External ID)
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|CallInitiatedTime
 
|CallInitiatedTime
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|CallInitiatedTime__c
 
|CallInitiatedTime__c
 
|Time
 
|Time
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|CallAnsweredTime
 
|CallAnsweredTime
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|CallAnsweredTime__c
 
|CallAnsweredTime__c
 
|Time
 
|Time
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|CallDisconnectedTime
 
|CallDisconnectedTime
Line 508: Line 590:
 
|CallDisconnectedTime__c
 
|CallDisconnectedTime__c
 
|Time
 
|Time
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|CallWrapupTime
 
|CallWrapupTime
Line 514: Line 597:
 
|CallWrapupTime__c
 
|CallWrapupTime__c
 
|Time
 
|Time
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|WrapupTimeInSeconds
 
|WrapupTimeInSeconds
Line 520: Line 604:
 
|WrapupTimeInSeconds__c Number(18, 0)
 
|WrapupTimeInSeconds__c Number(18, 0)
 
|(External ID)
 
|(External ID)
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|CallType
 
|CallType
Line 526: Line 611:
 
|CallType__c
 
|CallType__c
 
|Text(25) (External ID)
 
|Text(25) (External ID)
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|CallDisposition
 
|CallDisposition
Line 532: Line 618:
 
|CallDisposition__c
 
|CallDisposition__c
 
|Text(50) (External ID)
 
|Text(50) (External ID)
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|Status
 
|Status
Line 538: Line 625:
 
|Status__c
 
|Status__c
 
|
 
|
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|Phone
 
|Phone
Line 544: Line 632:
 
|Phone__c
 
|Phone__c
 
|Text(20) (External ID)
 
|Text(20) (External ID)
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|RingTimeInSeconds
 
|RingTimeInSeconds
Line 550: Line 639:
 
|RingTimeInSeconds__c
 
|RingTimeInSeconds__c
 
|Number(18, 0) (External ID)
 
|Number(18, 0) (External ID)
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|TalkTimeInSeconds
 
|TalkTimeInSeconds
Line 556: Line 646:
 
|TalkTimeInSeconds__c
 
|TalkTimeInSeconds__c
 
|Number(18, 0) (External ID)
 
|Number(18, 0) (External ID)
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|UCID
 
|UCID
Line 562: Line 653:
 
|UCID__c
 
|UCID__c
 
|Text(15) (External ID)
 
|Text(15) (External ID)
−
|
+
|Activity Custom Field
 +
|Unknown
 
|-
 
|-
 
|Last Modified By
 
|Last Modified By
Line 568: Line 660:
 
|
 
|
 
|Lookup
 
|Lookup
−
|
+
|Activity Custom Field
 +
|Working
 
|-
 
|-
 
|}
 
|}

Latest revision as of 18:09, 26 June 2020

Avaya

Avaya Salesforce Integration Diagram

To-Do

  • VPN Setup for CTI integration
  • Fix inbound calls to Canada
  • Get Realtime Reporting Tool access
  • Fix outbound caller ID, displaying "513.864.0099" currently

Client Prerequisites

Client machine should have one of the browsers listed below.

  • Internet Explorer 10 and up
  • Firefox 4 and up
  • Chrome 26.x and up

Links

Instructions

Example Cases that Used CTI in SF

  • 00561710
  • 00556850
  • 00565775
  • 00565797
  • 00565829
  • 00565844
  • 00565772
  • 00565756
  • 00565888
  • 00565962

Report by Interval

Excel->Analyze->Field List Uncheck the following: day_date dt_day dt_week

Show DT_Hour

Call Task Fields in Salesforce

Avaya SF VoiceCall Task.png

Activity Codes

AUX Reason Code Name Code
Break 3
Clerical 9
Coaching 6
Miscellaneous 1
Multimedia 8
Other Productive Time 5
Preshift Meeting 2
System Default 0
Team Lead 4
Training 7

Not Ready:Reason Codes

Reason Code Description
Code 1 Break
Code 2 Lunch
Code 3 Out of Office
Code 4 Meeting
Code 5 Wrap-Up
Code 6 Extended Wrapup

Log Out:Reason Codes

Reason Code Description
Code 1 Off
Code 2 Vacation
Code 3 Weekend
Code 4 Meeting
Code 5 Emergency

Dialing Rules

Internal Number Length xxxxx
Local Number Length xxx-xxx-xxxx
Outside Prefix 9
Domestic Number Length
Domestic Prefix
International Number Length
International Number Prefix
Local Area Codes 714, 949, 562

Info

  • Phone Model: Avaya 9608
  • Avaya Phone Access Code: 86387
  • New Avaya Phone Access Code: 27238
  • HTTP Server: 206.126.168.98
  • Call Server : 10.164.18.52

Queues

  • Dahua Alpha : 1760
  • Dahua Dealer : 1759
  • Dahua Dealer Ovrflw : 1765
  • Dahua Empower : 1762
  • Dahua Empower Ovrflw : 1766
  • Dahua EN Sales T2 : 1750
  • Dahua EN Tech : 1751
  • Dahua FR Sales T2 : 1756
  • Dahua FR Tech : 1757
  • Dahua LeChange : 1761
  • Dahua SP Sales T2 : 1753
  • Dahua SP Tech : 1754
  • Dahua Tech Sup T2 : 1763
  • Dahua Tech Sup T3 : 1764

Phone Numbers

Name Department Phone Number Extension VDN (to transfer to Q) Email
Dahua North America-Technical Support Technical Support 877.606.1590 1751 Support.USA@DahuaTech.com
Dahua North America-Dealer Line Technical Support 866.302.6735 1759 73320 dealersupport.usa@dahuatech.com
Lorex Technical Support Technical Support 877.755.6739 Support@LorexTechnology.com
Empower Technical Support Technical Support 949.204.3226 1762 73323 empowersupport@unisight.net
LeChange Technical Support Technical Support 800.883.4120 1761 73322 support.usa@lechange.com
ADT (Alpha) Technical Support Technical Support 877.609.1936 1760 73321 alphasupport.usa@dahuatech.com

DNA Agents

Tier 1

First Name Last Name Extension Number Email Start Time Lunch Start Time End Time
Manuel Hernandez l.orexs.alesforce@gmail.com
Armando Agudelo lor.exs.alesforce@gmail.com
Sonia Marroquin lore.x.sa.lesforce@gmail.com
Laura Mendez laurapatricia.mendez@convergys.com
William Soler lo.rexsa.l.e.sforce.2@gmail.com
Camila Rico lor.ex.salesforce.2@gmail.com
DNA French DNA French dnafrenchagent@gmail.com
Harold Carvajal l.o.rex.s.alesforce.2@gmail.com
Manuel Gutierrez lore.xsalesforce.2@gmail.com
Sebastian Lemus lorex.s.alesforce.2@gmail.com
Luis Pineda lo.rexsa.l.esforce.2@gmail.com
Alejandro Giraldo lorexs.al.esforce.2@gmail.com
Miguel Pradilla l.o.re.x.sa.l.esforce.2@gmail.com
Jhon Rubio l.o.re.x.sa.le.sforce.2@gmail.com
Madeleine Pearson lo.rexsa.le.sforce.2@gmail.com
Santiago Vinasco lo.rexsal.e.sforce.2@gmail.com
Daniel Chaparro l.o.rex.sale.sforce.2@gmail.com

Tier 2

First Name Last Name Extension LAN ID Number Email Start Time Lunch Start Time End Time] Phone Skills
Arran Williams x49056 63604 626.465.5250 Arran.Williams@DahuaTech.com 7:00AM PST 11:30AM PST 3:30PM PST 1760, 1759, 1761, 1763
Alex Solano x49050 63601 Alex.Solano@DahuaTech.com 9:00AM PST 12:30PM PST 6:00PM PST 1760, 1759, 1761, 1763
William Valencia x49053 63600 951.258.1238 William.Valencia@DahuaTech.com 8:00AM PST 1:30PM PST 5:00PM PST 1760, 1759, 1761, 1763
Gerardo Chavez x49051 63605 626.723.8199 Gerardo.Chavez@DahuaTech.com 8:00AM PST 12:00PM PST 4:30PM PST 1760, 1759, 1761, 1763
Marques Phillips x 63606 951.751.4253 Marques.Phillips@DahuaTech.com 8:00AM PST 1:00PM PST 4:30PM PST 1760, 1759, 1761, 1763
Carlos Espinoza x 63607 Carlos.Espinoza@DahuaTech.com 9:00AM PST 6:00PM PST 2:00PM PST 1760, 1759, 1761, 1763

Tier 3

First Name Last Name Extension LAN ID Number Email Start Time Lunch Start Time End Time Phone Skills
JP Wenger x49069 63602 562.646.6667 JP.Wenger@DahuaTech.com 7:00AM PST N/A 3:00PM PST 1760, 1759, 1761, 1763, 1762
Nicky Gunakan x49054 63603 626.695.7795 Nicky.Gunakan@DahuaTech.com 8:00AM PST N/A 5:00PM PST 1760, 1759, 1761, 1763, 1762

Salesforce Fields

Name Salesforce Name Salesforce API Name Data Type SF Location Status
Subject Subject Subject Text Activity Custom Field Working
WhoId WhoId WhoId__c Text(15) (External ID) Activity Custom Field Unknown
WhatId WhatId WhatId__c Text(15) (External ID) Activity Custom Field Unknown
Description Summary Summary__c Text Area(255) Unknown Unknown
CallDurationInSeconds CallDurationInSeconds CallDurationInSeconds__c Number(18, 0) (External ID) Activity Custom Field Working
HoldtimeInSeconds HoldtimeInSeconds HoldtimeInSeconds__c Number(18, 0) (External ID) Activity Custom Field Working
CallInitiatedTime CallInitiatedTime CallInitiatedTime__c Time Activity Custom Field Working
CallAnsweredTime CallAnsweredTime CallAnsweredTime__c Time Activity Custom Field Working
CallDisconnectedTime CallDisconnectedTime CallDisconnectedTime__c Time Activity Custom Field Working
CallWrapupTime CallWrapupTime CallWrapupTime__c Time Activity Custom Field Working
WrapupTimeInSeconds WrapupTimeInSeconds WrapupTimeInSeconds__c Number(18, 0) (External ID) Activity Custom Field Working
CallType CallType CallType__c Text(25) (External ID) Activity Custom Field Working
CallDisposition CallDisposition CallDisposition__c Text(50) (External ID) Activity Custom Field Working
Status Status Status__c Activity Custom Field Working
Phone Phone Phone__c Text(20) (External ID) Activity Custom Field Working
RingTimeInSeconds RingTimeInSeconds RingTimeInSeconds__c Number(18, 0) (External ID) Activity Custom Field Working
TalkTimeInSeconds TalkTimeInSeconds TalkTimeInSeconds__c Number(18, 0) (External ID) Activity Custom Field Working
UCID UCID UCID__c Text(15) (External ID) Activity Custom Field Unknown
Last Modified By LastModifiedBy Lookup Activity Custom Field Working
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