Difference between revisions of ":Internal Only/Avaya"

(→‎Call Task Fields in Salesforce)
(→‎Activity Codes)
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[[file:Avaya_SF_VoiceCall_Task.png]]
 
[[file:Avaya_SF_VoiceCall_Task.png]]
 
==Activity Codes==
 
==Activity Codes==
 +
{| class="wikitable"
 +
|-
 +
!|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==
 
==Not Ready:Reason Codes==

Revision as of 18:32, 19 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

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
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