ShoreTel - Salesforce.com Integration ... - The Forsite Group

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17 Φεβ 2014 (πριν από 3 χρόνια και 3 μήνες)

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Integrate your ShoreTel phone system with Salesforce.com, an
industry leading productivity application.
Salesforce.com

Integration
Overview
The ShoreTel Salesforce.com Integration is a great
example of how two best-of breed products can be
made even better when they work as one. Integration
brings enhanced productivity, shorter response times,
a
nd greater flexibility to companies that already rely on
these important business tools. This add-on module
increases productivity, revenue, and customer satisfaction
by enabling ShoreTel telephone system users to
seamlessly share data with the Salesforce.com
application. With this integration, Salesforce.com users
can field calls more effectively and dial customers directly
from their web browsers by simply clicking a button.
Greater Productivity
With the customers' records at their disposal, sales
representatives can rapidly identify callers and
anticipate their needs. This information can be used to
close deals, cr oss-sell, or even up-sell as appr opriate.
Integration of the Shor eTel phone system and the
Salesforce.com business application also enables sales
representatives to handle a higher volume of inbound
and outbound calls.
When a sales r epresentative or other user receives an
incoming call, the Shor eTel softwar e pops up a window
on the user's desktop. If the calling party's
identification matches a number stored in the
Salesforce.com database, the user can then click the
popup to display the associated contact or lead scr
een.
Or, by clicking an alternate link option, users can also
log a new call for the associated entity without
switching applications or jumping from screen to screen.
If the incoming telephone number is not in the
Salesforce.com database, the popup offers two
options: Users can create either a new contact or a new
lead with the phone number already filled in. In either
case, just one click brings up the relevant screen thus
maximizing employee pr
oductivity
.
For outbound calls, the ShoreTel Salesforce.com
Integration adds options to the Salesforce.com toolbar
within Microsoft Internet Explorer. These toolbar
options let users select and call any phone number
associated with that customer when the displayed
page is a Salesforce.com contact or lead. One-click
calling significantly enhances user productivity by
embedding telephony controls in the toolbar to create
a single, powerful interface.
Increased Return on Investment
Increased employee productivity is just one of the
benefits of the ShoreTel Salesforce.com integration. It
also gives companies expanded leverage over their
investments in ShoreTel and Salesforce.com
technologies, driving up the return on investment. By
making this integration readily available, without the
need for customization, Shor
eTel gives companies the
opportunity to easily realize the power of application
integration.
Seamless Integration
Salesforce.com Integration deployments are designed
to have minimal impact on ongoing business
operations. In addition, ShoreTel Salesforce.com
Integration is tr
uly seamless. Companies do not have
to make any changes to established pr
ocedur
es,
workflows, or pr
ocesses.
Lear
n more
For additional information or to obtain a quote,
please contact your authorized ShoreTel Reseller.
To contact ShoreTel Professional Services directly,
call 800-425-9385, ext. 3331 or send e-mail to
Pr
ofessionalSer
vices@shoretel.com.

Benefits:
• Allows sales representatives
t
o handle more calls, more
efficiently
• Helps identify callers and
caller intent to close deals
faster

Creates seamless transitions
between applications
without disruption to
procedures or workflow
Specifications
960 Stewart Drive Sunnyvale, CA 94085 USA Phone +1.408.331.3300 +1.877.80SHORE Fax +1.408.331.3333 www.shoretel.com
Copyright © 2006 ShoreTel. All rights reserved. ShoreTel, the ShoreTel logo, ShoreGear, ShoreWare, and ShorePhone are trademarks of ShoreTel, Inc. in the United States and/or other countries.
Microsoft and Windows are registered trademarks of Microsoft Corporation in the United States and/or other countries. All specifications are subject to change without notice.
Part# 850-1093-01/9.06

The ShoreTel Salesforce.com Integration provides Salesforce.com screen
pops for inbound calls and a click-to-call features for outbound calling
from Salesforce.com pages.
A
pplication Components
The application consists of two components, both of which must be
loaded onto each client machine where it is intended to run: A tray icon
"server" and an Internet Explorer toolbar. The server connects to both
Salesforce.com and ShoreTel's TAPI interface and provides the screen pop
functionality. The tool bar is optional but is required if outbound click-to-
call support is desired. The tool bar uses the services of the server to
retrieve phone number fields associated with a given Salesforce.com web
page as well as to actually make a call when requested.
T
o ensure proper operation of the server screen pop and toolbar dialing
features, the user must check and configure the dialing plan features.
These features can be accessed from the log in dialog box or from the
server's menu or toolbar.
Server Option Menu

Login
is used to display the Login dialog to allow the user to set the
Salesforce.com account and password information

Logout
logs the user out of their Salesforce.com account and stops
watching for phone calls on the user's ShoreTel extension

Configure Dial Plan
allows the user to enter their country code and
other information needed for correct dialing and screen pop lookup

Go to Salesforce.com
will take the user to their main
Salesforce.com page

Exit
shuts down the Server

Clear the log
using a toolbar button
Call Identification
Once the server has successfully logged into the user's account on the
Salesforce.com server and initialized the TAPI connection, it waits for
inbound calls with caller ID to present or for requests from browser
toolbars to r
etrieve phone numbers associated with a Salesfor
ce.com web
page or user
-initiated call r
equests.
While the server is connecting, the tray icon will show a distinctive icon
indicating that it is logging on. If the mouse hovers over the icon then the
status of the server is shown. Typically the process of logging in takes
several seconds and the tray icon will change to reflect a successful login.
When a new call pr
esents with caller ID at the user's extension, the server
will look up the phone number in Salesforce.com. There are three
possible r
esults: No hits, one hit or multiple hits. In all thr
ee cases the user
is pr
esented with a pop-up window which appears fr
om their tray icon
ar
ea. The options available to the user depend on the lookup r
esults.
O
utbound Calling
Navigating to any Salesforce.com page containing number fields causes
the toolbar's list to be populated. The server must be running for this to
w
ork. Selecting items in the tool bar's list and clicking one of the two
adjacent buttons will place a call to the selected number from the user's
phone. The second button will, in addition to placing a call, navigate to a
new "Log a Call" record associated with the Lead or Contact.
Server Log View
The main window of the server is a log view which shows Make Call requests
received from the tool bar controls and the results of Salesforce.com lookup
in response to New Offering calls. To display this log view, either double
click the tray icon or select "Restore" from the tray icon's context menu.
The context menu is accessed by right clicking the icon.