We went through a mental exercise when talking about this approach, but never really executed the plan. Really seemed very doable with a decent CTIOS developer. Ultimately, we went the AMC adapter route instead of CTIOS. What exactly is your question.
Ideally, without re-inventing the wheel, and as cheap as possible, I'd like to pop a SF.com screen with information that we've learned about the caller in ICM/CCE.
Of course, if we did a full SF integration, I'll assume their desktop would handle this auto-magically.
If we had CAD, we could easily map this to a workflow.
With CTI OS (out of box desktop), we can easily get "needed" SF information to show up on the agent desktop (PV1-10). This is great, but at a minimum, I'd like the agent to be able to scrub key fields off agent desktop and paste into a SF browser to initiate SF lookup manually. Doesn't seem as though you can easily highlight and copy fields in agent desktop.
Again, remember the first 2 rules, no major wheel surgery, and cheap!
I did try this through CAD and while it was easier it was still a bit of a pain. The main reason being that, for example, SFDC case number 12345. If you wanted to pop that case you would think that you could just do the following sfdc.com/case=12345, but in reality 12345 means nothing to SFDC and you need the SFDC specific case number which is a pretty long string. You can of course get this information from SFDC, but the problem is if you're trying to get human readeable information at the same time as usable information, you're now carring twice the call data.
Ultimately, I think this could be done pretty easily if you integrate some sort of webcall in your CTIOS desktop.
For any custom 3rd party Salesforce (SFDC) integration requirements please send a mail to firstname.lastname@example.org
Insert data into SFDC ( Salesforce) based on data entered by caller in Cisco CVP IVR / UCCX IP IVR Incomming Caller Details popup in SFDC Screen Display incomming caller data from SFDC in Cisco Agent Finesse Screen Initiate outbound call ( Click 2 Dial) from SFDC Screen Call Warapup for inbound/outbound calls in SFDC Screen - SFDC Activity Call Warapup for inbound/outbound calls in SFDC Screen - SFDC Case
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
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setting the clocks forward 1 hour from standard time during the summer
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