:Internal Only/Avaya

Revision as of 14:36, 17 April 2019 by JP (talk | contribs) (→‎Example Cases that Used CTI in SF)

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

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 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 63605 626.723.8199 Gerardo.Chavez@DahuaTech.com 8:00AM PST 12:00PM PST 4:30PM PST
Marques Phillips TBD TBD 951.751.4253 Marques.Phillips@DahuaTech.com 8:00AM PST 1:00PM PST 4:30PM 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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