Notice: Firmware Links Under Maintenance We are currently undergoing maintenance on all firmware links. If any links are inaccessible, please email or contact Tech Support for the firmware. We appreciate your patience during the maintenance, thank you for your understanding.

:Internal Only/Avaya

Revision as of 18:32, 19 April 2019 by JP (talk | contribs) (Activity Codes)

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

Call Task Fields in Salesforce

Avaya SF VoiceCall Task.png

Activity Codes

Activity Code Description Department Codes
01-001 INBOUND Phone Time 10000,10008,10030,10016,10035'
02-001 INBOUND Phone Time BILINGUAL 10000,10008'
05-001 ONLINE PRODUCTION SUPPORT 10000,10008'
06-001 Online Customer Account Work 10000,10008'
07-001 INBOUND Phone Time EXTRA HOURS 10000,10008'
09-001 INBOUND Phone Time Transition Online 10007'
11-001 OUTBOUND Phone Time Non Dialer 10000,10035,10016,10008'
14-001 OUTBOUND Phone Time NonDialer Transition 10007'
16-002 Team Lead Coaching NB 10000,10035,10030,10016,10008,10007'
16-003 Quality Coaching NB 10000,10035,10016,10008,10030,10007'
16-004 Scorecard Review NB 10000,10035,10030,10016,10008,10007'
16-005 Other Coaching NB 10000,10016,10008,10030,10035,10007'
21-002 Client Focus Group 10000,10008,10007'
21-004 Client Surveys 10000,10008,10007'
22-002 Internal Focus Group NB 10000,10016,10008,10007'
22-005 Other Focus Group NB 10000,10016,10008,10007'
22-006 Employee Opinion Survey NB 10000,10155,10035,10030,10016,10008,10007,10002'
22-007 Other Survey NB 10000,10008,10007'
26-001 BREAK 10000,10008,10035,10030,10016,10007'
30-001 AUX   10000,10030,10035,10002,10016,10008,10007'
31-002 Pre-Shift Meeting 10000,10008,10007'
31-003 Team Meeting 10000,10008,10007'
31-005 Committees 10000,10008,10007'
31-006 Special Events 10000,10008,10007'
32-004 HR Meeting NB 10000,10035,10016,10008'
33-001 OFFLINE FOR LOW VOLUMES 10000,10008,10007'
33-010 Client System Issues - Billable 10000,10008,10035,10016,10007'
35-002 No Seats available 10000,10007,10016,10008,10030,10035'
36-006 New Hire PST_Classroom 10002,10007'
36-007 New Hire PST_Breaks 10002,10007'
36-008 New Hire PST_HR Orientation 10002,10007'
36-009 New Hire PST_Transition Classroom 10002,10007'
37-002 New Hire PST Classroom NB 10002,10007'
37-003 New Hire PST Breaks NB 10002,10007'
37-004 New Hire PST HR Orientation NB 10002,10007'
37-005 New Hire PST Transition Classroom NB 10002,10007'
37-006 New Hire PST Study Time NB 10002,10007'
38-001 CE TRAINING Refresher 10000,10035,10030,10016,10008,10007'
39-001 CE TRAINING Refresher NB  10000,10035,10016,10008,10030,10007'
40-001 CE TRAINING Uptraining 10000,10035,10030,10016,10008,10007'
41-001 CE TRAINING Uptraining NB 10000,10008,10007'
42-001 CE TRAINING Cross Training 10000,10016,10008,10007'
43-001 CE TRAINING Cross Training NB 10000,10008,10007'
44-001 CE Training Ready Study Time 10000,10016,10008,10007'
45-001 CE TRAINING Ready/Study Time NB 10000,10008,10007'
51-001 FULFILLMENT 10000,10008'
61-076 BO_Data Entry/Indexing for Back Office 10000,10008'
62-002 BO_Email Processing 10000,10008'
62-051 BO_Claims Processing 10000,10008'
62-076 BO_Other Transactions 10000,10008'
65-001 CHAT 10000,10008'
67-001 SYSTEM TESTING 10000,10008'
86-002 Acting Team Lead 10000,10016,10008'
86-003 Specialists (SME) 10000,10008'
86-004 Floor Support 10000,10030,10035,10016,10008'
86-005 Mentor 10000,10008'
86-006 Training Support 10000,10030,10035,10016,10008'
87-001 TRAVEL - Hourly Employees 10000,10008'
88-001 QUALITY 10000,10008,10700'
90-002 PRT Train the Trainer 10008'
90-003 PRT Training Delivery 10008'
90-004 PRT Training Floor Support 10008'
91-001 CLERICAL INTERNAL NB 10000,10008'
92-001 CLERICAL CLIENT 10000,10008'
93-001 CLERICAL CLIENT NB 10000,10008'
94-001 ADMINISTRATIVE ASSISTANT NB 10000,10008'
97-001 MISC OTHER NON PRODUCTIVE 10000,10008'
98-008 Floor Assistant 10150,10250,10560'
98-009 Team Leader Intern 10011,10251'
98-010 Staff Breaks 10100,10150,10250,10700,10603,10602,10560,10251'
98-012 Supervisory Duties 10100,10250,10602,51099,15899,10700,10603'
98-013 FLA_Training/Development 10150,10250'
98-014 FLA_Client Escalation 10150,10250'
98-015 FLA_CVG Escalation 10150,10250'
98-016 FLA_Coaching/Feedback 10150,10250'
98-017 FLA _ Client Meetings 10150,10250'
98-019 Clerical 10100,10150,10602,10700,10250'
99-001 Lunch   10000,10002,10700,10603,10602,10560,10251,10250,10150,10100,10030,10035,10016,10007,10008'

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
Arran Williams x49056 63604 626.465.5250 Arran.Williams@DahuaTech.com 7:00AM PST 11:30AM PST 3:30PM PST
Alex Solano x49050 63601 Alex.Solano@DahuaTech.com 9:00AM PST 12:30PM PST 6:00PM PST
William Valencia x49053 63600 951.258.1238 William.Valencia@DahuaTech.com 8:00AM PST 1:30PM PST 5:00PM PST
Gerardo Chavez x49051 63605 626.723.8199 Gerardo.Chavez@DahuaTech.com 8:00AM PST 12:00PM PST 4:30PM PST
Marques Phillips x 63606 951.751.4253 Marques.Phillips@DahuaTech.com 8:00AM PST 1:00PM PST 4:30PM PST
Carlos Espinoza x 63607 Carlos.Espinoza@DahuaTech.com 9:00AM PST 6:00PM PST 2:00PM PST

Tier 3

First Name Last Name Extension LAN ID Number Email Start Time Lunch Start Time End Time
JP Wenger x49069 63602 562.646.6667 JP.Wenger@DahuaTech.com 7:00AM PST N/A 3:00PM PST
Nicky Gunakan x49054 63603 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 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