jtel Salesforce Connector for innovaphone

Overview

The jtel application allows you to use an innovaphone Cloud PBX client within Salesforce using the jtel Salesforce connector. 

The following functionality is made available: 

• On incoming call automatic contact search and screen pop of records in Salesforce. 
• Click to Dial from any valid record in Salesforce for automated outgoing call dialling. 

With this app, you can login to your Innovaphone account, you will see the status of your connected device alongside with your name, you can enter a destination number and start a call.

In the other hand, click to dial functionality in Salesforce will be unlocked that you can click on your customers/contacts phone number to start automatically a call in your Innovaphone device. When receiving an inbound call to your Innovaphone device, an automatic popup with the caller data will appear in Salesforce if the caller is already a contact.

You can also select your device (hardphone, softphone) inside the App if you have multiple phones.

License and Support Information

The licensing is handled and obtained via innovaphone. The license is user based. One license per named user with any number of devices within the PBX.  This license is debited if the function is configured for a user on the PBX – independent of the usage, this is not a concurrent or floating license. Please carefully read our service conditions here: https://www.jtel.de/en/services 

The "jtel Salesforce Connector for innovaphone" installation instructions provided hereafter is freely available.

Please note: The valid user licence does NOT include any other SUPPORT by jtel.  Should you still require technical support, this service must be purchased additionally from jtel.  To buy technical support follow the URL https://www.jtel.de/en/services and follow the instructions to upload a Support Request Purchase Order (PO) as PDF.

Setup

In this section we describe how to install and use the jtel Salesforce Connector App in Innovaphone.

Setup in Innovaphone App platform

Download from the App Store

Go to App Store in AP Manager and search for the App: The App name is jtel Salesforce

select the latest release and install

Image Removed

then, you need to go to AP Manager, jtel Salesforce app

Image Removed

on the top you click ob the + button add an instance of the app, and fill the following form

Image Removed

later we will refer to tha app domain (<app_domain>) as to jtel.de

P.S. put a password of your choice.

then you can go to PBX Manager and click on AP jtelsalesforce

Image Removed

Click on + Add an App

Select jtelsalesforce and input the Name and the SIP, select both Config User and Config Admin.

the app is now visible in App Client, you can use it there, but the main goal is to use it in Salesforce

For that, you need to get the app URL, which is https://<appplatform_url>/<app_domain>/jtelsalesforce/jtel-jtelsalesforce.htm

we will  need this URL later to setup the Salesforce.

Setup in Salesforce

Call Center Adapter Installation

Please setup a Salesforce account and follow this link create the Innovaphone app inside Salesforce.

Go to Setup Setup for current app in the upper right corner:

Image Removed

Type "Call Center" in the Quick Find search bar. Then click on Call Centers

Image Removed

Following is the XML for the App definition: the "reqAdapterUrl" needs to be filled with the correct url for the Innovaphone app, and saved locally to be used in the next step.

<callCenter>
    <section sortOrder="0" name="reqGeneralInfo" label="General Information">
        <item sortOrder="0" name="reqInternalName" label="InternalNameAAA">InnovaphoneAdapter</item>
        <item sortOrder="1" name="reqDisplayName" label="Display Name">Innovaphone SalesForce Adapter</item>
        <item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://<appplatform_url>/jtelsalesforce/jtel-jtelsalesforce.htm</item>
        <item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
        <item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">400</item>
        <item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">260</item>
        <item sortOrder="6" name="reqSalesforceCompatibilityMode" label="UI Compatibility Mode">Classic_and_Lightning</item>
    </section>
    <section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
        <item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix"></item>
        <item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix">0</item>
        <item sortOrder="2" name="reqInternationalPrefix" label="International Prefix">00</item>
    </section>
</callCenter>

Click on the "Import" button and upload the saved XML App definition.

Image Removed

Then, you will have the following Call center, click on it

Image Removed

then click the button "Manage Call Center Users" and add the required users to the call cente

Image Removed

This guide explains how to activate the jtel ACD using the Lightning SalesForce experience.

Create a new Lightning App

Using Setup in SalesForce, under Apps ... App Manager, create a new lightning app:

Image Removed

In the next page, select Console Navigation:

Image Removed

Add the Open CTI Softphone to the list of utility items:

Image Removed

Customise the utility item as required:

Image Removed

In the next two screens, add and customize any further navigation items required.

In the final screen, select which User Profiles will be given access to this app.

Popup Options

Lightning allows you to define how and where popups should occur. Search for Softphone Layouts in the settings, and check to see what is configured. 

Image Removed

Usage

When entering your Salesforce account, you are able to find the App

Image Removed

Login

You will need 3 inputs to Login

• PBX address
• Username
• Password

Once connected, you can use the App

Image Removed