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InGenius Connector for Salesforce: How to stop those annoying Internet Explorer pop-up messages

Are you getting annoying pop up messages in Internet Explorer when you use Salesforce?  Does Internet Explorer ask you if you want the best website builder?  That’s a whole lot of extra clicking!  If you would like to avoid this pop up, you can make a change in Internet Explorer’s Internet Options.

For this change, we’ll be changing the Internet Explorer security settings to Enable the display of Mixed Content on the page.  You may want to check in with your network administrator before you make this change.

To edit the Internet Explorer security settings:

1) Open Internet Options in your Internet Explorer browser.  You can do this from the icon in the top right (shown below).

2) Select the Security tab at the top of the window.

3) Select Internet (we’ll also have to do this for each of the four ‘zones’ displayed), click the Custom level.. button.

4) Scroll about halfway down the list until you see the Display mixed content setting.

5) Change to Enable.  This should fix the problem – however, you can also continue on to edit the same settings for Local intranet, Trusted sites, and Restricted sites, if you want to really make sure it doesn’t happen anymore.

The image below will help you find the locations I mean:

(Click the image to enlarge)

InGenius Connector How-to: setup Windows telephony location and dialing rules

InGenius Connector can create and manage it’s own dialing rules, but it also relies on the Windows Telephony Location rules to tell it how to dial.  You can set these rules up in “Phones and Modems” on your Windows Control Panel, or directly from a link in InGenius Connector’s configuration window.

If you do not see the checkbox beside “Use Windows Telephony Location” where the arrow points in the image above, that means you are not an administrator on your computer and this option is already automatically checked off for you.  Click on the “Edit” button encircled (ensquared?) in red above.

Clicking the “Edit” button will take you to the “Phone and Modem” dialogue box on the left.  If you do not see an area code and location that matches your current location, click “New” to set it up.  If it’s there, or once you’ve created your location, click “Edit.”  This will bring you to the window on the right of the image above.  Double check your settings, and make sure that all of the right numbers are in the yellow highlighted box.  For example, I have “9”s there to access a line outside of my office network.  You probably also want to make sure that “Tone” dialing is selected.  Finally, click the “Area Code Rules” tab at the top of this window.

Clicking on the “Area Code Rules” tab at the top the of the “Edit Location” screen on the left of the image above will let you define rules for a specific area code.  For example, if you want to make sure that your local area code is always dialed, you would select/create the area code from the window on the left, and then click “Edit.”  This will open the Edit Area Code Rule window on the right of the image above.  Make sure these settings are to your liking, and then click “OK” on all of the windows you’ve opened.

As a final test, you can open up the InGenius Connector settings window and navigate to the “Dialing Rules – Advanced” screen, as shown above.  Type in the number you want to dial in the highlighted field above, and make sure the number that appears in the “Dialed number:” box is what you want to see.

If you are located outside North America and need to use our country-specific dialing rules, this screen is also where you have the option to select different dialing rules, or to import new dialing rules.

Finally, if your dialing rules queries are still unanswered, or if you want to know even more, you can read about Advanced Dialing Rules on our Knowledge Base: http://bugs.ingenius.com/default.asp?W19.    Warning:  Advanced dialing rules look scary.

Receive desktop notifications for voicemail with InGenius Connector Softphone

To make sure that you always see your softphone voicemail notifications, navigate to the Advanced settings in your softphone profile:

Click on the General Settings tab in the Advanced Softphone Configuration Window:

Once you fill in the required information, you’ll be able to access your voicemails from the desktop!  Sometimes Windows hides these notifications in the systray.  To make sure that you always see your InGenius Connector notifications, you can do the following:

Click on the little upward facing arrow in the Windows system tray and select Customize…

From here you can select which icons you want to always see in the systray.  If you ‘show icon and notifications’ for InGenius Connector, you will always see whether or not you have voicemails waiting for you:

Let us know if this was helpful, or if you have other questions!

Salesforce Call Center Tips: Manage your screen pops

If you’re using our InGenius Connector for Salesforce, you are familiar with “screen pops” – the automatic navigation to the lead or contact who is calling in.  This can be really helpful, but you may not always want incoming calls to pop to a different Salesforce screen –  or – you might just want the pop to open in a new window or tab.  This post will show you where to make changes to your Salesforce screen pop settings.

As usual, when you want to make changes to the Salesforce call center, you must log in as the Salesforce Administrator, or have your Salesforce Administrator make these changes for you.

Navigate to Setup-> Customize -> Call Center. 

Usually, we go into the Call Centers tab shown above.  This time we’ll click on the Softphone Layout option

Select Softphone Layouts, and then click through the “Introducing Salesforce CRM Call Centers” splash page if it appears.

On the SoftPhone Layouts page, click on Edit next to the Standard SoftPhone Layout option, or whichever Softphone Layout is selected as “Default”.

Scroll to the bottom of the page below the heading “CTI 2.0 or Higher Settings.”   This is where you can make changes to the screen pop settings.  Click on Edit next to any of the settings to see your options, and test out some different configurations to see which works best for you!

From the support desk: Adding licenses and profiles

Maybe your trial license has expired, maybe you are adding a softphone profile, or maybe you’ve decided to add a new CRM integration.  Whatever the case, we get lots of questions about what do when when you’ve got a licensing issue.  This post will help you out.

To add a new license:

Once you’ve received your license from InGenius Software by purchasing through our store, requesting a free trial, or writing in, you just plug it into the following spot:

It is a good idea to restart the application at this point.  If you’ve entered in a license for a CRM plugin, once you restart InGenius Connector, you’ll need to configure or log onto the CRM.

If you’ve entered a license key for a new phone profile, you’ll need to create a new profile.

To create a new profile:

Navigate to Settings->Add/Edit Phones in the InGenius Connector toolbar, then click the icon with the yellow sun.

This will bring up a New Profile box where you need to name your location profile and select your phone model from the drop down menu:

Fill in the information on the configuration page.  You may need contact your network administrator for some of these details:

Once you press Test a log box will open.  This log box gives you a message to let you know whether you are successfully connected, or if you need to double check some of your information:

When you see a “Successfully Connected” message, you’re all set!

Clone the Salesforce Call Center

Now that you know how to make changes to the call center wrap up codes in Salesforce, you might find yourself with a long list of wrap up codes.  Maybe you got code happy and are deciding to pare it down, or maybe you really need all of those options for the various groups in your office.  If this is the case, you can clone the call center to give different people different call wrap up code options.

Cloning the call center means that you create a duplicate version of the InGenius Connector for Salesforce call center.  You’ll then have two (or however many clones you create) call centers that can be customized to fit the different needs in your office.

To clone the call center, you’ll have to be a Salesforce Administrator.  Just like in the last post, you’ll navigate to Your Name -> Setup -> Call Center -> Call Centers -> Continue (if it appears):

Click directly on the InGenius Call Center Adapter link.  This will open up the InGenius Call Center Adapter page.  At the top of this page you can select the options to Edit, Delete or Clone the Call Center.  If you clicked on Edit, you could customize the call wrap up codes.   This time however, you’ll click on Clone.

This will bring you to a new screen with a new call center, containing all the same information as the original call center.  Give it an internal name, and then proceed with any customizations to your clone.

Hit Save and you’ve done it!  Now you have TWO call centers with different customized wrap up codes and you can select which of your Salesforce call center users are added to the different call centers.  Documentation on how to add users to the call center in our PDF Salesforce Integration Administrator Guide, but I’ll also post it here next time as well.

Thanks everyone – hope your March is off to a stellar start!

Customize Call Wrap-Up Codes in the InGenius Connector for Salesforce Call Center

This is a quick and easy customization to make to your call center.   Customized wrap up codes can save time for you and your staff, and will result in better reports from your call center data.

To customize the call wrap-up codes in your InGenius Connector for Salesforce call center, you’ll have to be a Salesforce.com Administrator – or have Administrative privileges on the Salesforce.com call center.

Navigate to Your Name -> Setup -> Call Center -> Call Centers -> Continue (if it appears):

Once you arrive at the “All Call Centers” page, click on Edit next to “InGenius Call Center Adapter.”

You’ve arrived!  This is where you’ll make changes to the standard wrap up codes.  You can add up to 20 customized wrap up codes based on what your users seem to entering most frequently into the notes section.  These codes will appear as the “Call Result” field in the call center report, making it easy to identify trends in your call center data.

Hope that’s helpful for you!  Are there other Salesforce.com call center customizations you’d like to see?