Rainbow CTI connector for SalesForce.com demonstration

Transcription

1 Rainbow CTI connector for SalesForce.com demonstration Table of Contents Introduction... 2 Pitch of the demonstration... 2 Technical Specifications:... 2 The target of this demonstration:... 2 Pre-requisites for the demo... 2 How to obtain access to the Demo?... 3 How to setup the Demo... 4 Connect the rdp... 4 Connect to Salesforce... 4 How to demonstrate... 6 Demo pop-up with created contacts details... 6 Demo: click to call... 7 Demo: pop-up notification with a created contacts details... 7 In addition to the demo... 8 How to end the demonstration... 8 Who to contact... 8

2 Introduction Pitch of the demonstration: This demonstration is ideal for companies whose representatives are equipped with SalesForce.com lightning edition. They are looking to too save time and money as they require a pop-up notification when a call is presented on their phone, and the ability to click-to-call from a Salesforce.com contact page. They want to have a cost-effective solution which avoids any on premise server or the need to buy any license, compatible with OXE and OXO Connect. Technical Specifications: That is a pure Cloud solution. Request the service to ALE to get the salesforce.com open CTI (Cloud Telephony Integration) deployment guide, and access to the Rainbow widget. The target of this demonstration: To demonstrate the interaction between the end-customer and an advisor, in the context of Salesforce.com for each of the following verticals: - Bank (financial) - Transportation - Healthcare - Hospitality - Manufacturing It is the opportunity to demonstrate the power of the Rainbow API, as communication services are proposed through a Salesforce portal integration. It demonstrates the CPaaS (Communications Platform as a Service) capabilities of the Rainbow solution. Pre-requisites for the demo Your mobile phone Your PC with Windows OS connected to internet For optimal use, you should ensure the following: Minimal resolution of 1024x768

3 How to obtain access to the Demo? 1. Open the edemo Rainbow CTI connector for Salesforce.com dedicated booking web page ( 2. fill in the required fields (marked with a *) the calendar can help with selecting the requested demo timeslot - Please keep in mind that it takes two days to validate a demorequest - The and ALE contact fields may be the same if the demo is requested by an ALE employee. They will be different if the demo is requested by a non-ale employee. - The Zone in which the demo will be run (EMEA, APAC, NAR, CALA) is needed to allocate the relevant support for the demonstration - Click on the Submit button 3. Once your request has been approved, you will receive an including links to the demo, accounts and passwords required to access the demo (like the example below): Hi, xxxxx Your demo request for Rainbow with SFDC integration from xxxxx to xxxx has been approved! Details for connection: Rainbow with SFDC integration o Computer: Rdp-Salesforce.ebs.xxx o Remote Desktop gateway: dmzxx-rdpgw.al-mydemo.com o First login (Your personal one for the gateway): ebs\xxxxx.xxxxx o First password (Your personal one for the gateway): xxxxxxxx o Second login: ebs\rainbow.salxxxxx o Second password: xxxxxxxxx SalesForce.com access: o SalesForce URL o SalesForce login: John.Dunbar@al-mydemo.com o SalesForce Password: xxxxxx o Rainbow login: John.Dunbar@al-mydemo.com o Rainbow Password: xxxxxxx o Call John: xxx extension When you book a customer facing demo and if it is the first time you will do the demo, it is strongly recommended you book an additional and prior demo training timeslot in order to validate that you are able to connect to the demo platform, do the demo and deliver the associated key message. attachment:

4 How to setup the Demo Connect the rdp Start by connecting the rdp (remote desktop). Once connected, you will find: the IPDSP (IP Desktop Softphone) associated with your SF and Rainbow user the thunderbird to access the user mailbox to retrieve the Salesforce.com security code Chrome to launch Salesforce.com Connect to Salesforce Launch chrome: the default webpage will be Salesforce.com Login of the Salesforce: the username and password is already set I f Salesforce requests a security code, open the thunderbird client to retrieve it When logged in to Salesforce, launch the IPDSP and log in to the Rainbow widget

5 Check the phone number is present. If so you can demonstrate the click-to-call functionality.

6 How to demonstrate Demo pop-up with created contacts details Use your mobile to call the Rainbow user by calling (VAA n ) =>select the language and dial the IPDSP phone number: Salesforce will then automatically pop up with a new contact page. However, the number will be unrecognized as this is the first time your number has been used for the demo. If you have already used that number for a previous demo, the Salesforce contact page will pop-pup with the details you had previously filled in. (If you would like to demonstrate what happens when an unrecognized number calls the agent, simply delete the contact you had previously created.) Update the name and set the phone number from Phone to Mobile : Give a correct name and surname and move the number to Mobile to demonstrate that when a recognized number is phoned, we automatically look up the contacts details and phone number and surface that contacts page. (If you would also like to demonstrate how we do the same when that contact contacts you via Rainbow, please ensure to add the address paired to the Rainbow contact you will use for the demonstration).

7 Demo: click to call Find your created contact: Select Phone and then click on Mobile to call your contact: Demo: pop-up notification with a created contacts details Use your mobile to call your Salesforce user and demonstrate that the contact provided in Salesforce is the one you ve just created (Before making the call, make sure you are no longer on that contacts page, as you will not be able to demonstrate how with every incomming call, their page automatically appears.)

8 In addition to the demo With your Rainbow account, search for Dunbar, invite him, chat and launch a call via Rainbow. How to end the demonstration Just log-out off the John.Dunbar account and end of the Remote desktop session. Who to contact The edemo support team: EMEA: edemo-support@al-enterprise.com APAC: edemo-support-apac-china@al-enterprise.com Americas: edemo-support-americas@al-enterprise.com