© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only. CTI Adapter for Salesforce.com Overview Emerging Products and Technologies Mike West

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 2 © 2005 Avaya Inc. All rights reserved. Concept  Salesforce.com provides a CTI interface toolkit.  This adapter uses the CTI Toolkit to CTI enable the Salesforce.com application for Avaya CM.  Enables Salesforce.com softphone.  Enables screen-pop into Salesforce.com.  Enables click-to-dial within Salesforce.com.  Uses TSAPI over AES.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 3 © 2005 Avaya Inc. All rights reserved. Features  Full Softphone control: – Make Call – Answer – Hold – Transfer – Conference  Full ACD control: – Ready (auto in/manual in) – Not Ready (AUX) – Wrap-up (ACW)  Reason Codes: – Supports AUX and Logout – Single digit reason codes – Saved in CM/CMS  Wrap-up Codes: – Post-call wrap-up codes – Saved in Salesforce call log  Screen Pop: – UUI (up to three fields) – Collected Digits – ANI

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 4 © 2005 Avaya Inc. All rights reserved. Synopsis  Avaya CTI Adapter for Salesforce.com is client resident, not server side.  The CTI Adapter is an executable that runs in the system tray of Windows.  The CTI Adapter exposes an ActiveX interface that is recognized and used by Salesforce.com.  When recognized, Salesforce.com displays its softphone to enable CTI integration.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 5 © 2005 Avaya Inc. All rights reserved. Application Red Rectangle highlights the Salesforce.com softphone.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 6 © 2005 Avaya Inc. All rights reserved. Login Users Log in using CM ACD creditials. Once logged in, use the pull- down list to select ACD state.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 7 © 2005 Avaya Inc. All rights reserved. Softphone Operation Incoming calls will alert the softphone. When answered, softphone shows status and facilitates call control.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 8 © 2005 Avaya Inc. All rights reserved. ACD Operation Agent state is selectable when ACD is enabled (above). Fewer options when ACD is disabled (below). Reason and Wrapup codes are available and configurable.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 9 © 2005 Avaya Inc. All rights reserved. Call Log Every call creates a Call Log for the call, whether outgoing or incoming.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 10 © 2005 Avaya Inc. All rights reserved. Click to Dial Phone numbers in Salesforce.com entries are clickable links.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 11 © 2005 Avaya Inc. All rights reserved. Click to Dial When the link is clicked, the call is placed.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 12 © 2005 Avaya Inc. All rights reserved. Screen Pop If Caller ID matches a contact phone number, contact record is popped.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 13 © 2005 Avaya Inc. All rights reserved. New Item Add buttons that will create new items, like Cases or Contacts.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 14 © 2005 Avaya Inc. All rights reserved. Screen Pop Options  Multiple options for screen pop: – ANI (Caller ID) – DNIS (Called Number) – UUI (CTI Data) – Collected Digits (Voice prompting in CM)  Default Salesforce.com screen pop provides ANI matching throughout Salesforce.com database, including Contacts and Accounts.  Any screen pop option can be matched to any Salesforce.com data element.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 15 © 2005 Avaya Inc. All rights reserved. Screen Pop Options (Cont.)  UUI screen pop flexibility – Can hold up to three elements – Can hold additional display-only element – Holds up to 96 characters of ASCII string data  Collected Digits – Single element – Holds up to 16 digits of numeric data  Option to delay screen pop over transfer/conference  Can pop into VisualForce custom search page

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 16 © 2005 Avaya Inc. All rights reserved. Implementation  Remote kick-off meeting to introduce the customer to the installation process and make sure their environment will support the solution.  Customer is responsible for prerequisites and installation.  The TSAPI Client software and the CTI Adapter software will both be ed to the customer, or provided via FTP.  Customer is provided with the Installation and Configuration Guide.  Option to purchase remote technical support from Avaya Professional Services.  Project completion notice ed to customer.

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 17 © 2005 Avaya Inc. All rights reserved. System Requirements  Communication Manager 3.0 or greater.  Call Center Elite if using ACD functionality. (Call Center is not required if only enabling the Salesforce.com softphone for screen pop and click to dial.)  Application Enablement Server Version 3.0 or greater.  TSAPI Basic Licenses equal to number of Salesforce.com users.  Client Workstations: – Windows XP or better. – Intel Pentium III 1GHz or better (or other equivalent). – 50MB of free disk space. – 256MB of RAM.

© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only. Questions / Discussion? Thank you for your time!