Salesforce - requirements, custom fields / objects
Salesforce license
The Salesforce Professional, Enterprise, Unlimited, Developer Edition, a force.com or App Cloud license is required for the call center functionality. It works with the Sales / Service Cloud in Classic and Lightning Experience.
Installation of custom fields and custom objects
Standard Objects
The managed package installs the following custom fields in standard objects.
Object | Field Label | API Name | Installed with Package |
|---|---|---|---|
Activity | Call Duration (total) | Mirage_OpenCTI_TotalCallDuration__c | no - see Add additional fields |
| Called ID | Mirage__Mirage_OpenCTI_CalledId__c | yes |
| Call End | Mirage__Mirage_OpenCTI_CallEnd__c | yes |
| Caller ID | Mirage__Mirage_OpenCTI_CallerId__c | yes |
| Call Hold Time | Mirage_OpenCTI_CallHoldTime__c | no - see Add additional fields |
| Call Ring Time | Mirage_OpenCTI_CallRingTime__c | no - see Add additional fields |
| Call Start | Mirage__Mirage_OpenCTI_CallStart__c | yes |
| Internal Call ID | Mirage__Mirage_Call_ID__c | yes |
| IVR ID | Mirage_OpenCTI_IVR_Id__c | no - see Add additional fields |
| Call Start Time (hour) | Mirage_OpenCTI_Call_Start_Time_Hour__c | no - see Add additional fields |
| Call Transfer Type | Mirage_OpenCTI_Call_Transfer_Type__c | no - see Add additional fields |
| Incomplete call history TAB | Mirage_Incomplete_Calls_Selector__c | no - see Add additional fields |
| Campaign ID | Mirage_OpenCTI_Call_List_Id__c | no - see Add additional fields |
User | CTI Data Connector Login ID | Mirage__Mirage_OpenCTI_OwnLoginId__c | yes - see Own Login ID to connect to PBX |
Custom Objects
The managed package installs the following custom objects.
Object | Purpose |
|---|---|
Mirage Call Center - Call Wrap-Up | Call Center Configuration - Call Wrap-Up |
Mirage Call Center - Dialing Option | Call Center Configuration - Dialing Options |
Mirage Call Center - Expert Setting | Call Center Configuration - Expert Settings |
Mirage Call Center - Presence State | Call Center Configuration - Presence State |
Mirage Call Center - Setup | Call Center Configuration - Main Setup Page |
Mirage Call Center - SoftPhone | Call Center Configuration - Softphone |
Mirage Call Center - User | Call Center Configuration - Add Users |
Mirage Call Center - Workflow | Call Center Configuration - Workflows |
Mirage Call Center - phone line | Call Center Configuration - Outgoing phone lines |
Mirage_AgentLoginProtocol | Activates time tracking feature via presence state |
Remote Site Settings
Adds a record in remote site settings: Mirage_Remotesite
incomplete call history tab
Campaign ID