InGenius Connector version 3.2: New Release Announcement

I mentioned in a previous post that we’d released a new version of InGenius Connector for Salesforce on Cisco platforms.  In the meantime, we’ve also released InGenius Connector for Microsoft Dyanmics CRM on Cisco platforms, and now our newest version is available across all of our phone platforms and CRMs.

Among other things, our new version of InGenius Connector includes:

We think you’ll love the new features.  Take a look and test it out with a free trial!

 

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Salesforce Call Center tips: Display Call Duration in Minutes

In this post we showed you how to add Call Duration to a Salesforce Activity page.  Unfortunately, the only existing field available for you to add and display on your Activity page gives you call duration in seconds.  That might work just fine for you and your organization, but some of our users wanted to display call duration in minutes.  Here’s how to do it.

As the Salesforce Administrator, navigate to Setup-> Customize-> Activities -> Add Custom Fields.

Select New:

Select Formula for your data type and then click Next:

Enter in the name you would like to give the field (Sarah used “Call Duration(Min)” here.  Then select Text and then Next:

Click Advanced Formula and then copy and paste the text below this image into the highlighted space shown below.  Once you’ve pasted it, click Next:


IF((MOD(CallDurationInSeconds/60,1)*60) > 10,

TEXT(FLOOR(CallDurationInSeconds/60)) + “:” + TEXT(FLOOR(MOD(CallDurationInSeconds/60,1)*60) ),
TEXT(FLOOR(CallDurationInSeconds/60)) + “:0” + TEXT(FLOOR(MOD(CallDurationInSeconds/60,1)*60) ))

Select the profiles you wish to be able to see this field.  Finally, click Save.

Navigate to a task and you should now see “Call Duration (Min)” displayed on that task page.  Cool!

In the image above, you can now see that we’ve got two Call Duration Fields;  one displays duration in seconds (we showed you how to display in this post) and one outlined in red that displays call duration in minutes (this is the custom field we just created).

If you’d also like to see this field on your Contacts’ Activity History page, then you’ll need to customize the Contact Page Layout.  Stay tuned for more!

InGenius Software Webinar Series

We will be starting our InGenius Connector CRM Webinar series this week on Friday May 11  at 11am EST!  Anyone who wants to see our software in action can sign up here: http://go.ingenius.com/webinars.

The first webinar will show you InGenius Connector for Salesforce.  Our Product Marketing Specialist and Salesforce wiz, Sarah, will show you how the application makes the job of sales agents and managers easier.

Check back in to our InGenius Connector CRM Webinar series regularly!

InGenius Connector for Salesforce Call Center CTI and Cisco – in Firefox and Chrome!

We’ve released support for our InGenius Connector Salesforce plugin on Cisco platforms, and we couldn’t be more pleased about it!  This solution is exciting for two reasons,

1) It supports Cisco Call Manager and,

2) It makes use of Salesforce call center version 4.

What does that mean?  The InGenius Connector for Salesforce and Cisco works in Firefox and Chrome in addition to Internet Explorer!

We know how happy this will make all you Firefox and Chrome users, and we want to let you know that multi-browser support for InGenius Connector and Salesforce on our other platforms (such as Broadsoft, Mitel, Polycom, Aastra, Asterisk and softphone) is also coming very soon.

To try out InGenius Connector for Salesforce and Cisco Call Manager, visit our website and download a free trial.

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: Add Call Duration to your Activity Page

One of our users asked how to add the call duration field onto their activities page.  We thought it could be helpful for others too.

To add the call duration field onto your Activities pages, you’ll need to log into Salesforce as a Salesforce Administrator.

Navigate to YourName-> Setup-> Customize-> Activities.

Select Task Page Layouts and then look for “Call Duration” at the top of the Task Page Layouts screen.  You can then drag “Call Duration” down to an open spot on the Task Page, and shuffle things around until you get a layout you like.  Make sure you press Save at the top of the “Console Interation” space.

Navigate to a lead or contact page where you already have call activities, or create a new call activity by making a test call.  Open up the Task page, and look to find your “Call Duration” field

You should now see a Call Duration field on your Task page!  The Call Duration will be populated by seconds.

You can use these steps to add any available fields onto to the Task page.  To check what fields you have available, navigate to YourName-> Setup-> Customize -> Activities-> Task Field. You can add any of these fields into your Task page.  If there are additional fields you need on your Task page, check out how to create Customized Fields in Salesforce.com

Have a good Monday everyone!

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!