CTI_Partner_Engagement_Presentation

							CTI Partner Engagement
Presentation




             Marco Casalaina
Agenda

1.    Functional Overview of CTI Toolkit
2.    Technical Overview of CTI Toolkit
3.    CTI Toolkit Contents
4.    Overview of Early Access and Pre-Release Program
5.    Overview of Release Candidates Process
6.    Overview of CTI Toolkit API Access and Client ID
7.    Overview of Documentation
8.    Overview of Testing
9.    Overview of Development Support Procedures
10.   Overview of Deploying the Adapter on AppExchange
11.   Overview of AppExchange Certification Program
12.   Q&A
CTI Toolkit – Functional Overview
     Screen Pop
information related
    to the caller
User can Transfer
Two-step Transfer
User can create Conference
User can use Phone Directory for
  Transfers, Conferences and
          internal calls
All it takes is clicking on the
            number
User clicks the contact phone
number on the contact detail
            screen
SoftPhone calls the phone
        number
Call Log

              Expanded




                         On Call




  Collapsed
Call Reporting
Reason Codes
Not Ready, Wrap-up and Logout Reason Codes supported
                       Wrap-up Up
                         Reasons
                       (Call Result)




                            Not Ready Reasons




                                       Logout Reasons
Unified Login and Logout               Login Fields
              AGENT_ID      CUSTOM1     Supported
              USER_ID       CUSTOM2
              LOGIN_NAME CUSTOM3
              AGENT_NAME CUSTOM4
              PASSWORD      CUSTOM5
              DN            CUSTOM6
              POSITION_ID   CUSTOM7
              QUEUE         CUSTOM8
              SKILL         CUSTOM9
              PLACE         CUSTOM10
              PERIPHERAL_ID
              SWITCH
              EXTENSION
              ROUTE_POINT
              DOMAIN
 Organizations might have multiple
    Call Centers. This setup screen
allows administrators to edit existing
Call center definitions or create new
 Call center definitions (via import)
   Each call center setup
    includes CTI System
           specific
         parameters




Users assigned to this call
   center will have the
   SoftPhone enabled
      automatically
Both global numbers and
  local extensions are
       supported
 Administrators can edit/create
     SoftPhone layouts and
associate them to specific profiles
WYSIWYG Layout Editor allows
  administrators to easily
      configure the
    SoftPhone layouts
Administrators can easily select
   the what fields would be
  displayed if one matching
       record was found
Technical Overview of CTI Toolkit

                What does the Toolkit do?
          What is the architecture of the Toolkit?
           What are the capabilities provided?
             What is included in the Toolkit?
CTI Toolkit Architecture and Components
  Salesforce_CTI .exe
         – Systems Tray Application                                                               Salesforce UI

                                                                                                    IE Only
                                                                                SoftPhone



  CiscoAdapter.DLL*
         – CTI Connector for Cisco
           IPCC                                                                             COM
                                                                                            - IE DOM Commands
                                                                                            - IE DOM Events



  SF_MSApi4.dll
         – SFDC Office Toolkit
                                                                              Browser Connector
                                                   AppExchange
                                                                 Data Dips
                                                      APIs                       Executable
                                                                             runs in System Tray




  MSXML6(r).DLL                                                                                     COM - XML
                                                                                                     - Command: UOAction
                                                                                                     - Events:
                                                                                                               UIRefresh
                                                                                                               UpdateTrayMenu (optional)

         – MS XML 6                                AppExchange
                                                      APIs
                                                                 Data Dips
                                                                             CTI Connector DLL
                                                                               Source Code
                                                                                                     - Uses MSXML6
                                                                                                     - Uses Office Toolkit 4




                                                                                                     Source Code
                                                                                                     - Event Sink
                                                                                                     - Command Handler




*Note: Source code for CTI Connector is provided                               CTI Middleware
Compatibility
 CTI Toolkit sample adapter is compatible
  with:
  – Cisco IPCC Enterprise v7.0.2
 CTI Toolkit sample code Requires:
  – CTIOS 7.0.2 COM APIs
  – Visual Studio 2003.NET
  – MS XML 6 – download from www.microsoft.com
  – Office Toolkit 4.0 – DLL provided, should be
    registered
CTI Connector
 Generic Business Logic:
  – CTIAdapterLib
 Cisco-specific Business
  Logic:
  – CiscoCTIAdapter
CTIAdapterLib
 We provide the plumbing
 Allow you to construct
  the user interface
 You should never have to
  touch any of these
  classes
  – But can…
CiscoCTIAdapter
  Top 2 classes are COM plumbing
  Bottom 2 classes:
   – Event Sink
   – Command Handling
  Choose an arbitrary Name
Event Sink
 It will be different for
  every adapter
 It maps the set of CTI-
  specific event to
  Salesforce.com event
  model
Commands
 Should be overridden
  to perform CTI-
  specific calls
Customization
 Buttons
 Agent States
 Labels
 Status and Error
  Messages
 Reason Codes
 Business Logic
XML Configuration File
   Contains all the data about CTI server
   Flexible data model
   Only first section is mandatory
   Imported in setup, passed to CTI adapter in “CTIConnect”
    method
IVR Integration
   ResolveAttachedData() has to be implemented for every different CTI
    System
   Format supported:
     – Key: [object.field]
     – Value: [value]
   Example:
     – Case.CaseNumber=00001234
     – Account.AccountNumber=1001
What Partners Should Build
 A COM DLL that implements the
  ISalesforceCTIAdapter COM interface
  – ISalesforceCTIAdapter has a method for
    receiving XML from the Browser Connector
    (UIAction) and an event for sending XML to the
    BrowserConnector (UIRefresh).
  – There is also an optional event
    (UpdateTrayMenu) if partners wish to customize
    the Browser Connector’s system tray menu
CTI Toolkit Content
CTI Toolkit – What is included
   Cisco CTI Adapter
     –   Installation Project
     –   Source Code
   Demo CTI Adapter
     –   Installation Project
     –   Source Code
   Documentation
     –   salesforce_cti_developer_guide.pdf “Call Center Edition Developer’s Guide”
     –   salesforce_cti_cisco_guide.pdf “Cisco IPCC Enterprise Adapter Guide”
     –   salesforce_cti_admin_cheatsheet.pdf “Setting Up Call Center Edition”
     –   salesforce_cti_enduser_cheatsheet.pdf “Getting Started with your Softphone”
     –   salesforce_cti_demo_cheatsheet.pdf “Using the Call Center Edition Demo Adapter”
     –   saleforce_cti.chm “Salesforce CTI Connector Code Reference”
   Testing
     –   Test Cases
     –   .NET test framework and scripts
     –   Readme Instructions
   Legal Disclaimer
   Release Notes?

                                               Note: Demo CTI Adapter installable is provided separately
Overview of Early Access Program
Overview of Early Access Program
 Provided to select set of Certified Partners Only
 Allows partners early access to a Winter ’07 release
 http://aspen.salesforce.com:7921
 Each Partner will get a DE org to do the
  development and testing
 This environment will be “refreshed” twice a week
 CTI Wiki
Overview of Release Candidates
           Process
Release Candidates Process
 RC3 delivered September 15th
 Intermediate fixes of various components
  might be available on the Wiki
 With each release candidate you’ll need to
  recompile your CTI adapter using the latest
  version of the library source code
  (CTIAdapterLib).
Release Candidates, Upgrade
 An “upgrade” consists of an updated
  version of the Browser Connector
  executable and of the CTIAdapterLib source
  – We’ll do our best not to change the public APIs
    in CTIAdapterLib, so that integrating the new
    library code with your code will be painless
  – If we do have to change the public APIs in any
    way, we’ll document how we changed them in
    the release notes
Overview of API Access and Client ID
CTI Toolkit - API Dependencies
 AppExchange APIs
  – Not included in PE, TE
 Custom Setup
  – Available only for specific API “Client IDs”…
What is “Client ID”?
 A SOAP header that uniquely identifies your
  company and provides your CTI products
  with special API access
  – Allows API access for editions that do not
    normally have it
     • e.g. Team Edition, Professional Edition
  – Allows access to CustomSetup
     • The repository in Salesforce.com in which we store CTI
       data
  – Default Client ID: “CTI/1.0”
How to get a Client ID
 We will assign you a client ID
 You must ensure that you use this client ID in all your CTI-
  related transactions with the Salesforce.com web services API
   – The client ID is defined in a single place, as the CTI_CLIENT_KEY
     macro in CTIAppExchange.h. Change it here and your client ID
     will be used throughout the code.
 We will re-create the client IDs in Pre-Release
 For Certified Partners we will provide a Production Client ID in
  Winter ’07
 Client ID support versioning (CTI/1.0, CTI/1.1 etc) – use it to
  versions of adapter
Overview of Documentation
Documentation for End-Users and
Admins
For end users and admins:
 Online help (available within Salesforce)
  – End-user and Admin-user
 Tip sheets (1-2 page PDF documents)
  – Getting Started with your SoftPhone (end users)
  – Getting Started with Setting Up Call Centers
    (admin users)
  – Using the Call Center Edition Demo Adapter
    (admin users)
Documentation for Developers
For developers:
 Call Center Edition Developer’s Guide (100+ page PDF)
   – Overview of Call Center Edition architecture
   – Details and examples involving the most common CTI Toolkit
     methods
   – Troubleshooting and Reference
 Salesforce CTI Toolkit Code Reference (.chm)
   – Complete CTI Toolkit API documentation, including all classes
     and methods
   – Documentation generated directly from working code
 Salesforce Cisco IPCC Enterprise Adapter Guide (5-6 page
  PDF)
   – Implementation notes for the Salesforce Cisco IPCC Enterprise
     adapter
Overview of Testing
Test Plan
 CTI Adapter Test Plan:
   – Agent states and
     navigation
   – Telephony Functions
   – Phone Directory
   – Reason Codes
   – Wrapup Codes
   – Logout Codes
   – Unified Login
   – Click-to-Dial
   – Call Log and Activity
     Reporting
   – Systems Tray Menu
   – other
Automated Testing
 Developed in C# using Visual Studio 2003
 Requires .NET
 Based on open source NUnit test framework
   – Download and install from www.nunit.org
 Explicit instructions are in readme file
         Overview of
Development Support Procedures
How do I get help?
 Contact Marco Casalaina for all your
  questions and issues
 We will generally respond reasonably
  quickly – if not the same business day –
  then the next one
 If there is a bug, the fix will be targeted to
  the next Release Candidate (when possible)
  – We might issue a temporary fix if necessary, to
    be determined on a case by case basis
CTI Wiki
https://wiki.adnsandbox.com/index.php/Cti:Main_Page

    Release Candidates
     Posted
    Release notes
    Updates, fixes, open
     issues
    Known issues
    Discussions
Overview of Deploying the Adapter on
           AppExchange
   More information on http://appexchange.opsource.net


                             Owner:
                       Blaine Okamura
                 AppExchange Partner Success Manager
                         phone: 415-901-5597
                   email: bokamura@salesforce.com
AppExchange Process
   Introductory meeting
     –    Process
     –    Listing Requirements
     –    Certification
   Application Design Review Session
     –    Questionnaire
     –    Demo
     –    Integration review
   Listing Content
     –    “Learn More” button – points to the landing page of the partner (needs to be built by the partner)
     –    “Demo” button – flash or breeze type demo
     –    Features
     –    Collateral
             • Data Sheet
             • Customization Guide
     –    Pricing
     –    Thumbnail/Screenshot
   Pre-submission Review
     –    By AppExchange Stuff (Blaine and the team)
     –    Adjustments to listing content made
   Formal Submission
     –    2 week window
     –    Review Board Approval
     –    PR Manager Introduction for Press Release
     –    Lead Opt-in Form Creation
   Go Live
   Application Certification - introduction from Blaine
                                                              Note: The whole process takes about 8 weeks, plus up to 2-4 weeks for certification
Overview of CTI Adapter Certification


                      Owner:
                    Aarti Kumar
           AppExchange Partner Success Manager
                   phone: 415-901-5597
              email: akumar@salesforce.com
Overview of Adapter Certification
Program
Certification:
 Mandatory to obtain a Client ID in
  production
 Cost: $5K paid upon signing the
  agreements
 AppExchange: click on “become a partner”
  for details
Process
   Contact Blaine for Certification
   Blaine sends out the certification introduction email with the questionnaire and agreement. Contact details of Aarti Kumar
    provided
   Agreement signed, faxed to Aarti, questionnaire emailed.
   Aarti schedules a meeting
       –     Review the integration
       –     Demo
       –     Review the questionnaire response
   In Pre-release or Sandbox – Aarti to review the API logs
       –     API calls
       –     Performance
       –     Integration
       –     Security
   If fail:
       –     All issues are listed and we give time to remedy
   If pass
       –     Client id is provided and they are provisional ceritified (no logo yet)
   Once there is one mutual customer
       –     Aarti talks to the customer – customer satisfaction review
       –     Certification completed
                • Logo
                • Joint PR
                • Higher listing on AppExchange
                • Other marketing benefits
                • Early Access Program
                • Annual process, 5K after the first time
                • Subsequent apps – fee waived, we do the customer review to get certified
By January

  – New release of Salesforce rolls out, CTI included
  – Initial adapters built
  – Partners go live on AppExchange
  – Initial Customer Pilots start
  – Adapter Certification starts
Customer Pilots
 Salesforce Winter ’07 Release Contains CTI
  Toolkit as a “Limited Release”
  – PM Permission
  – Next Release – generally available feature
 Customer Pilots:
  – Initial deals – get product management involved
  – Pilots should start when Winter ’07 is released
Q&A