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
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
- Avaya Phone Access Code: 86387
- New Avaya Phone Access Code: 27238
- HTTP Server: 206.126.168.98
- Call Server : 10.164.18.52
Phone Numbers
Name
|
Department
|
Phone Number
|
Extension
|
Email
|
Dahua North America-Technical Support
|
Technical Support
|
877.606.1590
|
|
Support.USA@DahuaTech.com
|
Dahua North America-Dealer Line
|
Technical Support
|
866.302.6735
|
x17473
|
dealersupport.usa@dahuatech.com
|
Lorex Technical Support
|
Technical Support
|
877.755.6739
|
|
Support@LorexTechnology.com
|
Empower Technical Support
|
Technical Support
|
949.204.3226
|
|
empowersupport@unisight.net
|
LeChange Technical Support
|
Technical Support
|
800.883.4120
|
|
support.usa@lechange.com
|
ADT (Alpha) Technical Support
|
Technical Support
|
877.609.1936
|
|
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
|
|
|
|
|
|
|
Camila
|
Rico
|
|
|
|
|
|
|
DNA French
|
DNA French
|
|
|
|
|
|
|
Harold
|
Carvajal
|
|
|
|
|
|
|
Manuel
|
Gutierrez
|
|
|
|
|
|
|
Sebastian
|
Lemus
|
|
|
|
|
|
|
Luis
|
Pineda
|
|
|
|
|
|
|
Arran
|
Williams
|
|
|
|
|
|
|
Battiony
|
Alvarez
|
|
|
|
|
|
|
Alejandro
|
Giraldo
|
|
|
|
|
|
|
Miguel
|
Pradilla
|
|
|
|
|
|
|
Jhon
|
Rubio
|
|
|
|
|
|
|
Madeleine
|
Pearson
|
|
|
|
|
|
|
Santiago
|
Vinasco
|
|
|
|
|
|
|
Daniel
|
Chaparro
|
|
|
|
|
|
|
Tier 2
First Name
|
Last Name
|
Extension
|
Number
|
Email
|
Start Time
|
Lunch Start Time
|
End Time
|
Arran
|
Williams
|
x49056
|
626.465.5250
|
Arran.Williams@DahuaTech.com
|
7:00AM PST
|
11:30AM PST
|
3:30PM PST
|
Alex
|
Solano
|
x49050
|
|
Alex.Solano@DahuaTech.com
|
9:00AM PST
|
12:30PM PST
|
6:00PM PST
|
William
|
Valencia
|
x49053
|
951.258.1238
|
William.Valencia@DahuaTech.com
|
8:00AM PST
|
1:30PM PST
|
5:00PM PST
|
Gerardo
|
Chavez
|
x49051
|
626.723.8199
|
Gerardo.Chavez@DahuaTech.com
|
8:00AM PST
|
12:00PM PST
|
4:30PM PST
|
Marques
|
Phillips
|
TBD
|
951.751.4253
|
Marques.Phillips@DahuaTech.com
|
8:00AM PST
|
1:00PM PST
|
4:30PM PST
|
Tier 3
First Name
|
Last Name
|
Extension
|
Number
|
Email
|
Start Time
|
Lunch Start Time
|
End Time
|
JP
|
Wenger
|
x49069
|
562.646.6667
|
JP.Wenger@DahuaTech.com
|
7:00AM PST
|
N/A
|
3:00PM PST
|
Nicky
|
Gunakan
|
x49054
|
626.695.7795
|
Nicky.Gunakan@DahuaTech.com
|
8:00AM PST
|
N/A
|
5:00PM PST
|
Salesforce Fields
Name
|
Salesforce Name
|
Salesforce API Name
|
Data Type
|
SF Location
|
Subject
|
Subject
|
Subject
|
Text
|
|
WhoId
|
WhoId
|
WhoId__c
|
Text(15) (External ID)
|
|
WhatId
|
WhatId
|
WhatId__c
|
Text(15) (External ID)
|
|
Description
|
Summary
|
Summary__c
|
Text Area(255)
|
|
CallDurationInSeconds
|
CallDurationInSeconds
|
CallDurationInSeconds__c
|
Number(18, 0) (External ID)
|
|
HoldtimeInSeconds
|
HoldtimeInSeconds
|
HoldtimeInSeconds__c
|
Number(18, 0) (External ID)
|
|
CallInitiatedTime
|
CallInitiatedTime
|
CallInitiatedTime__c
|
Time
|
|
CallAnsweredTime
|
CallAnsweredTime
|
CallAnsweredTime__c
|
Time
|
|
CallDisconnectedTime
|
CallDisconnectedTime
|
CallDisconnectedTime__c
|
Time
|
|
CallWrapupTime
|
CallWrapupTime
|
CallWrapupTime__c
|
Time
|
|
WrapupTimeInSeconds
|
WrapupTimeInSeconds
|
WrapupTimeInSeconds__c Number(18, 0)
|
(External ID)
|
|
CallType
|
CallType
|
CallType__c
|
Text(25) (External ID)
|
|
CallDisposition
|
CallDisposition
|
CallDisposition__c
|
Text(50) (External ID)
|
|
Status
|
Status
|
Status__c
|
|
|
Phone
|
Phone
|
Phone__c
|
Text(20) (External ID)
|
|
RingTimeInSeconds
|
RingTimeInSeconds
|
RingTimeInSeconds__c
|
Number(18, 0) (External ID)
|
|
TalkTimeInSeconds
|
TalkTimeInSeconds
|
TalkTimeInSeconds__c
|
Number(18, 0) (External ID)
|
|
UCID
|
UCID
|
UCID__c
|
Text(15) (External ID)
|
|
Last Modified By
|
LastModifiedBy
|
|
Lookup
|
|