Difference between revisions of ":Internal Only/Avaya"

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===Tier 1===
 
===Tier 1===
 
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!|First Name
 
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|Manuel
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|Hernandez
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||l.orexs.alesforce@gmail.com
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|Armando
 
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|Agudelo
 
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|Sonia
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|Marroquin
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||lor.exs.alesforce@gmail.com
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|Laura
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|Mendez
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||lore.x.sa.lesforce@gmail.com
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|William
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|Soler
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||laurapatricia.mendez@convergys.com
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|Camila
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||William
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|Rico
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|DNA French
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||Camila
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||Rico
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|Harold
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||DNA French
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|Carvajal
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|Manuel
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||Harold
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|Gutierrez
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||Carvajal
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|Sebastian
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||Manuel
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|Lemus
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|Pineda
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|Arran
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|Williams
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||Arran
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|Alvarez
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||Williams
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|Alejandro
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|Giraldo
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||Alvarez
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|Miguel
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|Pradilla
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|Jhon
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||Miguel
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|Rubio
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||Pradilla
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|Madeleine
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||Jhon
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|Pearson
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|Santiago
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||Madeleine
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|Vinasco
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||Pearson
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|Daniel
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||Santiago
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|Chaparro
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Revision as of 18:44, 1 April 2019

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

  • 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

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
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