ShoreTel for Salesforce
Salesforce has discontinued the old CTI toolkit and transitioned to the Salesforce Open CTI alternative. What this means for ShoreTel users is the old-style adapter that is installed on client PCs will no longer work.
The new integration is a big step up
No more software to install on client machines. The integration includes a softphone and appears in the Salesforce web page. The users sign in and authenticate against their ShoreTel PBX.
Once the user is logged in they see their presence status and if they are logged into their queues.
When a call is received the user gets a screen pop.
The setup process
The setup for the integration can be very simple. The ShoreTel server needs a web utilities advanced application from ShoreTel. Once that is installed and configured to accept requests the setup for internal only users is complete for the PBX. Installing to SalesForce is equally easy.
- An XML file is downloaded and imported. This creates a new call center in Salesforce.
- There are a few fields to populate to point to the softphone link and the ShoreTel HQ server.
Access from outside the LAN or to avoid mixed browser mode warnings requires a web proxy server. In this scenario a web server is built (Windows or Linux) and given a SSL certificate. The web server is exposed to the internet. This protects the ShoreTel server from the open internet. A FQDN (Fully Qualified Domain Name ex. Salesforce.lantelligence.com) is given to it and instead of pointing the ShoreTel HQ server to a private IP it is pointed to the FQDN. This will enable the integration for remote users.
The integration is customizable in positioning the softphone and behavior when a call is made or received.