Administrator Setup
Administrator Setup
Only follow the instructions in this section if you are the administrator of Salesforce for your organisation.
Prerequisites
Before you can set-up Camrivox Salesforce CTI software, you must ensure the following:
Camrivox / PC:
- The Camrivox Flexor Manager application must be running on each Windows PC that is to be used for CTI.
- Each user's telephone must be linked to an appropriate PC. Ie. their telephone must be in the Devices and Applications window of that PC.
Salesforce:
- To complete the set up, you must have an administrator account for Salesforce. Once set up is complete, a normal user account can be used for day-to-day operation.
- The Salesforce edition that you are using must support Call Centers. Call Center support comes as standard in Unlimited, Enterprise, and Professional editions. Please contact Salesforce.com to discuss options if you have any other edition.
Installation and Set up
Below is a summary of the steps involved in the installation and set up process:
- Installation of the Camrivox Salesforce CTI software on the administrator's Windows PC.
- Setup of the Camrivox Salesforce CTI software for the organisation on Salesforce.com.
- Then for each CTI user:
- Installation the Camrivox Salesforce CTI software on the user's Window PC.
- Enabling CTI on Salesforce.com for the given user.
Setup of Camrivox Salesforce CTI package on Salesforce.com
The setup of the Camrivox Salesforce CTI package on Salesforce.com is done once for the organisation by an administrator. The instructions are as follows:
1. Log in to Salesforce.com as an administrator.
2. Go to Setup --> Customize --> Call Center Edition --> Call Centers:
Going to Setup --> Customize --> Call Center Edition --> Call Centers
If you cannot find the option to manage Call Centers, the reason may be that you do not have the correct subscription to Salesforce. Call Centers are only supported in Professional, Enterprise, and Unlimited editions of Salesforce, so users on Team editions will have to contact Salesforce.com to upgrade.
3. Click on Continue at the bottom of the screen.
4. The next page shows all Call Centers, which will be an empty list if this is the first time a Call Center has been set up.
5. Click on Import to add a new Call Center.
6. The next screen requires you to upload an XML file that is provided as part of the Camrivox Salesforce CTI software:
Importing the Camrivox XML configuration file your Salesforce system
The Call Center Definition File.xml file location is dependent on the location chosen by the user during installation of Flexor. Based on the default installation settings, the file to be uploaded is:
C:\Program Files\Camrivox Ltd\Flexor Manager\1.0.nn\Call Center Setup\Call Center Definition File.xml
Where "nn" is the version number of Flexor you have installed for example:
C:\Program Files\Camrivox Ltd\Flexor Manager\1.0.36\Call Center Setup\Call Center Definition File.xml
Ie. the following directory tree:
C:\
Program Files\
Camrivox Ltd\
Flexor Manager\
1.0.36\
Call Center setup\
Call Center Definition File.xml
7. Click on Import to import the specified file, and an import summary will be shown:
Import summary
Now you need to make this Call Center available to all users who need to use CTI.
8. Click on Manage Call Center Users.
9. Click on Add More Users.
10. Specify a search pattern for the users you wish to add, or leave blank and click Find to list all users.
11. A list of users will be presented. Select the users for whom CTI is to be enabled.
Selecting the users who will be using CTI
12. Finally, click Add to Call Center.
Now CTI is enabled on Salesforce.com for the specified users. All that remains to be done is to set up the Camrivox Salesforce CTI software on each user's PC.
Setup trouble-shooting FAQ (Frequently Asked Questions)
The cause of this is likely to be that Salesforce.com have not enabled the Call Center features for your subscription to Salesforce. You need to contact them and request it to be enabled.
This message appears when Salesforce attempts to look-up a contact in order to display details for a certain telephone number. The error message can simply be due to the fact that no contact is in Salesforce with the corresponding number. However, if you are sure such a contact record does exist, and that the details should have been found, then it may indicate a problem with your Salesforce subscription. This can be verified by looking at the logs produced by the Camrivox Salesforce CTI application. The logs will contain a message saying "API is not enabled for this Organization or Partner". The solution to this problem is the same as that to (FAQ 1) above - you need to contact Salesforce and request that your subscription properly supports Call Center Edition.