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SFDC Asterisk Callcentre Integration

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Information about SFDC Asterisk Callcentre Integration
Technology

Published on February 22, 2014

Author: LMSI

Source: slideshare.net

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Call Center Integration Client: Human Care Systems, Inc. Needed to integrate their phone server into SalesForce.com for tracking, recording calls, run analytics for multiple areas of their business. We developed a solution for them…

Open CTI We integrated their Asterisk PBX server using Open CTI - the call center app inside of the platform which supports API calls into SFDC and out of SFDC to Asterisk. In addition to building call center functions we made sure it supported their medical HIPPA compliant structure with custom objects. Let’s look at the feature that we implemented..

Features Screen pops within Salesforce platform Customizable call routing IVR (interactive voice response) Warm Transfer Conference Calling Call recording

Features Link to call recording Recording linked to client records Voicemail Call CDR reports and monitoring Whisper and Barge

Features ‘Click to Dial’ from within Salesforce.com Attach call records to custom objects Rate call quality to custom objects Call dispositions in screen pops for call notes Agent dispositions Calls automatically marked as outbound & inbound

Solution Provided For Human Care Systems, Inc. being able to track calls and monitor phone and call center activity on the Salesforce Platform is essential to their growth as a company. We provided a custom solution that fit their timeline and budget.

Success We would like to thank you for reviewing 2 test cases. To get a free consultation on your next development project on SFDC please call us @ (216) 798-6677 or email us amit@lmsin.com Company name – LMS Solutions - India Infohorizon LLC - USA

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