1.0 Introduction

This guide provides detailed instructions on how to install, configure, and use the Angel Screen Pop for Salesforce.com

The document is intended for administrators with administrative privileges to the Angel.com and Salesforce.com accounts used for deploying the solution.

If you have any questions that are not answered by these resources, please send an email to support@angel.com.

2.0 Configuring your Salesforce.com Account

This setup will enable salesforce.com to communicate with Angel.com’s Screen Pop adapter. The set up will also initialize the Salesforce.com softphone.

Salesforce.com administrator access is required to perform this customization.

a. From your Salesforce.com account got to: Setup > App Setup > Customize > Call Center > Call Centers

b. Click on Import and import the Screen Pop Adapter xml file “AngelCCEAdapter.xml”. The file is available here

c. As soon as you import the XML file, you will see a new row of information. Click on the Angel VCC Adapter link

d. Your will get the screen below:

The only pieces of information that you need to provide are:

* Site #: This the unique number for your Angel.com voice site.
* Page #: This the unique voice page number within the voice site.
* Call Queue Temporary PIN: This is the pin that agents can use to check in and check out of the Call Queue from the phone.

NOTE: This information will be provided to you by your Angel.com Client Services representative.

For adding additional call center under the same org:

A call center in SFDC is identified by the "Internal Name" label, so this field HAS to be unique for every call center xml file imported to the same org.
<item sortOrder="0" name="reqInternalName" label="Internal Name">AngelCCEAdapter</item>
While importing the xml file for second call center please change the Internal Name "AngelCCEAdapter" to "AngelCCEAdapter2".

Please do not change any information under General information and Screen Pop Server Info.
These fields define the Angel.com Screen Pop server for communication. It will come pre-populated with correct values. Please also do not make changes to field Dialing Options. Dialing Options is a feature that will be release in the next product iteration.

e. Click on Manage Call Center Users under the Manage Call Center button

f. Click on Add More Users, select the users that you want to include, and then click Add to Call Center:

g. Now you have a completed your Call Center set up. Next is to install the Angel Screen Pop for Salesforce component

For more information on Salesforce.com Call Center Edition Support please go to:
https://na5.salesforce.com/help/doc/en/salesforce_cti_admin_cheatsheet.pdf

3.0 Installing Angel Screen Pop for Salesforce

3.1 Requirements

1. Your computer should have XP Operating System

2. At least 256MB of RAM

3. Internet Explorer version 6.

3.2 Download the Screen Pop

1. Please click on the below link

2. http://www.angel.com/download/screenpop/AngelScreenPopInstaller.msi

3. Click Save

4. Browse and save at the right location on your computer

3.3 Install the Screen Pop

1. Browse to the location where you saved the Screen Pop adapter.

2. Double click on the sfdc.msi file

3. Click Next on the pop-up window.

4. Click Next on the Select from options.

5. Accept the Terms and Conditions and click Next.

6. Click Next.

7. Click Install and let the installation complete. This Normally takes around 25 seconds.

8. Click on Finish.

9. Great! Now you have successfully installed your Screen Pop. The adapter should be running on your window tray (right next to your Windows Time Clock).

3.4 Limitations

1. The Screen Pop works only in IE 6.0 or higher. It does not work on Firefox, Safari, Netscape, Opera, or any IE versions below version 6.0.

2. You need to close your Screen Pop every time you log out of your salesforce account. Restart your adapter next time you log in.

3. The Screen Pop-up can be viewed only on the following salesforce tabs: Home, Contact, Lead, Account, Opportunities, Documents, Reports and Product. It cannot be viewed on Dashboard tab.

4. If you are viewing the dashboard and you receive a call, the Screen Pop will not show up on the screen. However, you will receive a call. If you click on home or any of the tabs mentioned in (2) above, you will be able to see the call information in the pop-up.

4.0 Using Angel Screen Pop from your Salesforce.com

4.1 Agent Tasks

1. Log into your salesforce.com account.

2. As soon as you log in, you will see the softphone initializing on the top left hand side of your Salesforce.com page.

3. Enter your email address that you are using with the Angel.com’s Call queue page. The click on Login.

4. You will be logged into the queue and placed in the Ready for calls state. You are now available to take calls.

5. Receiving calls: As soon as you receive a call, an account, contact, lead, or a case associated with the caller will pop up. see Section 6.1

6. Taking Notes: The comment box on the left column in the Current Call Log box allows you type notes about the call. After you are done typing you can click Done and get ready to take next call.

4.2 Manager Tasks

1. Operations you can perform as an administrator:

a. Add/Delete agents from the Angel.com’s site builder: using the Manage Agents tab from your Salesforce.com account.

b. View the call activity in the queue: using the Monitor Agents tab from your Salesforce.com account.

c. View agent activity: Also from the Monitor Agents tab, then click on the agent in question.
d. View call details: Within the Angel Call Queue Monitor, click on the phone number you are interested in to view call details.

2. Operations you cannot perform:

a. Checking in or Checking out any agents from the Angel.com’s call queue monitor.

b. Ending a call from the Angel.com’s call queue monitor.

5.0 Troubleshooting

5.1 Symptom #1

Sorry...there has been a CTI server connection failure

Cause: No internet connect.

Fix: Bring down your browser, shut down the Screen Pop, and reconnect your internet connection. Then follow the steps outlined in Section 3.0

5.2 Symptom #2

Connection to CTI server failed

Cause: No internet connect.

Fix: Bring down your browser, shut down the Screen Pop, and reconnect your internet connection. Then follow the steps outlined in Section 3.0

5.3 Symptom #3

Error connecting to the salesforce.com AppExchange API: SFWinlnet:Send Win32Error: The server name or address could not be resolved

Cause: No internet connect.

Fix: Bring down your browser, shut down the Screen Pop, and reconnect your internet connection. Then follow the steps outlined in Section 3.0

5.4 Symptom #4

Unable to start the softphone. XML subsystem. Please contact your Salesforce.com administrator to rectify this issue

Cause: Corrupted installation of the Screen Pop.

Fix: Bring down all instances of your IE browsers. Uninstall your Screen Pop. Re-install your Screen Pop Section 3.0

5.5 Symptom #5

Softphone is not initializing

Cause:
1. Running the wrong version of web browser Section 3.4

2. Your Screen Pop is not running.

Fix: Use the right browser Section 3.4 and make sure that your Screen Pop is running.

5.6 Symptom #6

Oops you have entered an invalid email address

Cause: Invalid email address or email address does not exist in the Angel.com Call Queue page.

Fix: Enter a valid email address or contact your Administrator and request him to add you into the queue

6.0 Appendix

6.1 How to enable or customize the pop-up information when you receive a call

You will have to the pass the related salesforce.com fields (as it is in Salesforce.com Enterprise WSDL) with a cti prefix.

E.g.
Lets say you want to pop-up the information in regards to your Account Phone then:

On Salesforce.com WSDL the variable looks like:
Account.Phone

On Angel.com variable should look like
ctiAccount_Phone

For Custom fields:

Salesforce custom fields are displayed on the screen as they are entered. In the Enterprise WSDL, however, they’re followed by “__c” (two underscores and the letter c).

In Angel.com, we don’t allow periods as part of variable names. When CTI variables are sent to Salesforce, we convert the first underscore to a period.

So if your custom field looked like this:
Account.YourCustomField

It would look like this in the Salesforce Enterprise WSDL:
Account.VishalCustom__c

And your Angel.com variable should look like this:
Account_VishalCustom__c