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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://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] | ||
*[https://dahuawiki.com/images/FLIR/SOP/Avaya%209608%20Setup%20-%20Dahua.pptx Avaya Phone Setup Guide] | *[https://dahuawiki.com/images/FLIR/SOP/Avaya%209608%20Setup%20-%20Dahua.pptx Avaya Phone Setup Guide] | ||
Line 18: | Line 21: | ||
*[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 | ||
− | * | + | *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== | ||
+ | [[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== | ||
Line 106: | Line 167: | ||
*Call Server : 10.164.18.52 | *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== | ==Phone Numbers== | ||
{| class="wikitable sortable" | {| class="wikitable sortable" | ||
+ | |- | ||
!|Name | !|Name | ||
!|Department | !|Department | ||
!|Phone Number | !|Phone Number | ||
!|Extension | !|Extension | ||
+ | !|VDN (to transfer to Q) | ||
!|Email | !|Email | ||
|- | |- | ||
− | |Dahua North America-Technical Support | + | ||Dahua North America-Technical Support |
− | |Technical Support | + | ||Technical Support |
− | |877.606.1590 | + | ||877.606.1590 |
− | | | + | ||1751 |
− | |Support.USA@DahuaTech.com | + | || |
+ | ||Support.USA@DahuaTech.com | ||
|- | |- | ||
− | |Dahua North America-Dealer Line | + | ||Dahua North America-Dealer Line |
− | |Technical Support | + | ||Technical Support |
− | |866.302.6735 | + | ||866.302.6735 |
− | | | + | ||1759 |
− | |dealersupport.usa@dahuatech.com | + | ||73320 |
+ | ||dealersupport.usa@dahuatech.com | ||
|- | |- | ||
− | |Lorex Technical Support | + | ||Lorex Technical Support |
− | |Technical Support | + | ||Technical Support |
− | |877.755.6739 | + | ||877.755.6739 |
− | | | + | || |
− | |Support@LorexTechnology.com | + | || |
+ | ||Support@LorexTechnology.com | ||
|- | |- | ||
− | |Empower Technical Support | + | ||Empower Technical Support |
− | |Technical Support | + | ||Technical Support |
− | |949.204.3226 | + | ||949.204.3226 |
− | | | + | ||1762 |
− | |empowersupport@unisight.net | + | ||73323 |
+ | ||empowersupport@unisight.net | ||
|- | |- | ||
− | |LeChange Technical Support | + | ||LeChange Technical Support |
− | |Technical Support | + | ||Technical Support |
− | |800.883.4120 | + | ||800.883.4120 |
− | | | + | ||1761 |
− | |support.usa@lechange.com | + | ||73322 |
+ | ||support.usa@lechange.com | ||
|- | |- | ||
− | |ADT (Alpha) Technical Support | + | ||ADT (Alpha) Technical Support |
− | |Technical Support | + | ||Technical Support |
− | |877.609.1936 | + | ||877.609.1936 |
− | | | + | ||1760 |
− | |alphasupport.usa@dahuatech.com | + | ||73321 |
+ | ||alphasupport.usa@dahuatech.com | ||
|} | |} | ||
+ | |||
==DNA Agents== | ==DNA Agents== | ||
===Tier 1=== | ===Tier 1=== | ||
{| class="wikitable" | {| class="wikitable" | ||
+ | |- | ||
!|First Name | !|First Name | ||
!|Last Name | !|Last Name | ||
Line 162: | Line 249: | ||
!|End 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=== | ===Tier 2=== | ||
{| class="wikitable" | {| class="wikitable" | ||
+ | |- | ||
!|First Name | !|First Name | ||
!|Last Name | !|Last Name | ||
!|Extension | !|Extension | ||
+ | !|LAN ID | ||
!|Number | !|Number | ||
!|Email | !|Email | ||
!|Start Time | !|Start Time | ||
!|Lunch Start Time | !|Lunch Start Time | ||
− | !|End Time | + | !|End Time] |
+ | !|Phone Skills | ||
|- | |- | ||
− | |Arran | + | ||Arran |
− | |Williams | + | ||Williams |
− | |x49056 | + | ||x49056 |
− | |626.465.5250 | + | ||63604 |
− | |Arran.Williams@DahuaTech.com | + | ||626.465.5250 |
− | |7:00AM PST | + | ||Arran.Williams@DahuaTech.com |
− | |11:30AM PST | + | ||7:00AM PST |
− | |3:30PM PST | + | ||11:30AM PST |
+ | ||3:30PM PST | ||
+ | ||1760, 1759, 1761, 1763 | ||
|- | |- | ||
− | |Alex | + | ||Alex |
− | |Solano | + | ||Solano |
− | |x49050 | + | ||x49050 |
− | | | + | ||63601 |
− | |Alex.Solano@DahuaTech.com | + | || |
− | |9:00AM PST | + | ||Alex.Solano@DahuaTech.com |
− | |12:30PM PST | + | ||9:00AM PST |
− | |6:00PM PST | + | ||12:30PM PST |
+ | ||6:00PM PST | ||
+ | ||1760, 1759, 1761, 1763 | ||
|- | |- | ||
− | |William | + | ||William |
− | |Valencia | + | ||Valencia |
− | |x49053 | + | ||x49053 |
− | |951.258.1238 | + | ||63600 |
− | |William.Valencia@DahuaTech.com | + | ||951.258.1238 |
− | |8:00AM PST | + | ||William.Valencia@DahuaTech.com |
− | |1:30PM PST | + | ||8:00AM PST |
− | |5:00PM PST | + | ||1:30PM PST |
+ | ||5:00PM PST | ||
+ | ||1760, 1759, 1761, 1763 | ||
|- | |- | ||
− | |Gerardo | + | ||Gerardo |
− | |Chavez | + | ||Chavez |
− | |x49051 | + | ||x49051 |
− | |626.723.8199 | + | ||63605 |
− | |Gerardo.Chavez@DahuaTech.com | + | ||626.723.8199 |
− | |8:00AM PST | + | ||Gerardo.Chavez@DahuaTech.com |
− | |12:00PM PST | + | ||8:00AM PST |
− | |4:30PM PST | + | ||12:00PM PST |
+ | ||4:30PM PST | ||
+ | ||1760, 1759, 1761, 1763 | ||
|- | |- | ||
− | |Marques | + | ||Marques |
− | |Phillips | + | ||Phillips |
− | | | + | ||x |
− | |951.751.4253 | + | ||63606 |
− | |Marques.Phillips@DahuaTech.com | + | ||951.751.4253 |
− | |8:00AM PST | + | ||Marques.Phillips@DahuaTech.com |
− | |1:00PM PST | + | ||8:00AM PST |
− | |4:30PM 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=== | ===Tier 3=== | ||
{| class="wikitable" | {| class="wikitable" | ||
+ | |- | ||
!|First Name | !|First Name | ||
!|Last Name | !|Last Name | ||
!|Extension | !|Extension | ||
+ | !|LAN ID | ||
!|Number | !|Number | ||
!|Email | !|Email | ||
Line 241: | Line 496: | ||
!|Lunch Start Time | !|Lunch Start Time | ||
!|End Time | !|End Time | ||
+ | !|Phone Skills | ||
|- | |- | ||
− | |JP | + | ||JP |
− | |Wenger | + | ||Wenger |
− | |x49069 | + | ||x49069 |
− | |562.646.6667 | + | ||63602 |
− | |JP.Wenger@DahuaTech.com | + | ||562.646.6667 |
− | |7:00AM PST | + | ||JP.Wenger@DahuaTech.com |
− | |N/A | + | ||7:00AM PST |
− | |3:00PM 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 | ||
|} | |} | ||
Line 269: | Line 528: | ||
!|Data Type | !|Data Type | ||
!|SF Location | !|SF Location | ||
+ | !|Status | ||
|- | |- | ||
|Subject | |Subject | ||
Line 274: | Line 534: | ||
|Subject | |Subject | ||
|Text | |Text | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|WhoId | |WhoId | ||
Line 280: | Line 541: | ||
|WhoId__c | |WhoId__c | ||
|Text(15) (External ID) | |Text(15) (External ID) | ||
− | | | + | |Activity Custom Field |
+ | |Unknown | ||
|- | |- | ||
|WhatId | |WhatId | ||
Line 286: | Line 548: | ||
|WhatId__c | |WhatId__c | ||
|Text(15) (External ID) | |Text(15) (External ID) | ||
− | | | + | |Activity Custom Field |
+ | |Unknown | ||
|- | |- | ||
|Description | |Description | ||
Line 292: | Line 555: | ||
|Summary__c | |Summary__c | ||
|Text Area(255) | |Text Area(255) | ||
− | | | + | |Unknown |
+ | |Unknown | ||
|- | |- | ||
|CallDurationInSeconds | |CallDurationInSeconds | ||
Line 298: | Line 562: | ||
|CallDurationInSeconds__c | |CallDurationInSeconds__c | ||
|Number(18, 0) (External ID) | |Number(18, 0) (External ID) | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|HoldtimeInSeconds | |HoldtimeInSeconds | ||
Line 304: | Line 569: | ||
|HoldtimeInSeconds__c | |HoldtimeInSeconds__c | ||
|Number(18, 0) (External ID) | |Number(18, 0) (External ID) | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|CallInitiatedTime | |CallInitiatedTime | ||
Line 310: | Line 576: | ||
|CallInitiatedTime__c | |CallInitiatedTime__c | ||
|Time | |Time | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|CallAnsweredTime | |CallAnsweredTime | ||
Line 316: | Line 583: | ||
|CallAnsweredTime__c | |CallAnsweredTime__c | ||
|Time | |Time | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|CallDisconnectedTime | |CallDisconnectedTime | ||
Line 322: | Line 590: | ||
|CallDisconnectedTime__c | |CallDisconnectedTime__c | ||
|Time | |Time | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|CallWrapupTime | |CallWrapupTime | ||
Line 328: | Line 597: | ||
|CallWrapupTime__c | |CallWrapupTime__c | ||
|Time | |Time | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|WrapupTimeInSeconds | |WrapupTimeInSeconds | ||
Line 334: | Line 604: | ||
|WrapupTimeInSeconds__c Number(18, 0) | |WrapupTimeInSeconds__c Number(18, 0) | ||
|(External ID) | |(External ID) | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|CallType | |CallType | ||
Line 340: | Line 611: | ||
|CallType__c | |CallType__c | ||
|Text(25) (External ID) | |Text(25) (External ID) | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|CallDisposition | |CallDisposition | ||
Line 346: | Line 618: | ||
|CallDisposition__c | |CallDisposition__c | ||
|Text(50) (External ID) | |Text(50) (External ID) | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|Status | |Status | ||
Line 352: | Line 625: | ||
|Status__c | |Status__c | ||
| | | | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|Phone | |Phone | ||
Line 358: | Line 632: | ||
|Phone__c | |Phone__c | ||
|Text(20) (External ID) | |Text(20) (External ID) | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|RingTimeInSeconds | |RingTimeInSeconds | ||
Line 364: | Line 639: | ||
|RingTimeInSeconds__c | |RingTimeInSeconds__c | ||
|Number(18, 0) (External ID) | |Number(18, 0) (External ID) | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|TalkTimeInSeconds | |TalkTimeInSeconds | ||
Line 370: | Line 646: | ||
|TalkTimeInSeconds__c | |TalkTimeInSeconds__c | ||
|Number(18, 0) (External ID) | |Number(18, 0) (External ID) | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|UCID | |UCID | ||
Line 376: | 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 382: | Line 660: | ||
| | | | ||
|Lookup | |Lookup | ||
− | | | + | |Activity Custom Field |
+ | |Working | ||
|- | |- | ||
|} | |} |
Latest revision as of 18:09, 26 June 2020
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 Report by Interval
- 1.7 Call Task Fields in Salesforce
- 1.8 Activity Codes
- 1.9 Not Ready:Reason Codes
- 1.10 Log Out:Reason Codes
- 1.11 Dialing Rules
- 1.12 Info
- 1.13 Queues
- 1.14 Phone Numbers
- 1.15 DNA Agents
- 1.16 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
- How to use Cloud Connector in Salesforce
- Avaya VPN troubleshooting
- 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
- Verint Recording
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
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 |