Difference between revisions of ":Internal Only/Avaya"
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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]] | ||
==Instructions== | ==Instructions== |
Revision as of 19:30, 10 June 2019
Contents
- 1 Avaya
- 1.1 To-Do
- 1.2 Client Prerequisites
- 1.3 Links
- 1.4 Instructions
- 1.5 Example Cases that Used CTI in SF
- 1.6 Call Task Fields in Salesforce
- 1.7 Activity Codes
- 1.8 Not Ready:Reason Codes
- 1.9 Log Out:Reason Codes
- 1.10 Dialing Rules
- 1.11 Info
- 1.12 Queues
- 1.13 Phone Numbers
- 1.14 DNA Agents
- 1.15 Salesforce Fields
Avaya
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
- Avaya Account Password Reset Portal
- Avaya SOP User Guide
- Avaya Phone Setup Guide
- Cloud Connector Architecture
- SFDC AES Cloud Connector Cloud Connector Install Guide
- C1 Cloud Connector Cloud Connector User Guide
- Avaya Metrics Breakdown
Instructions
Example Cases that Used CTI in SF
- 00561710
- 00556850
- 00565775
- 00565797
- 00565829
- 00565844
- 00565772
- 00565756
- 00565888
- 00565962
Call Task Fields in Salesforce
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) | |
---|---|---|---|---|---|
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 | 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 | 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 | 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 |