Service Cloud setup
The setup with the Interaction Log is no longer supported. The service cloud does not require an additional setup
In case the service cloud console is used,you can turn on the Interaction Log to use the Open CTI.
However, the interaction log has some limitations and the recommendation is to use the Service Cloud without interaction log in combination with CTI Data Connector for Salesforce®.
Configuration using Interaction Log
The Interaction Log can be turned on for Leads, Accounts, Contact etc. in the page layout.
You have to additionally configure the Call Center Adapter . The following configuration is mandatory.
•Autosave for incoming and outgoing calls has to be set to Y
•Autosave unsuccessful incoming / outgoing calls has to be set to N
•Incoming / Outgoing call - automatically create a Case has to be set to N
The Call History List should have 5, maximum 10 entries.
The following limitations have to be considered when using the interaction log
•Autosave unsuccessful incoming and outgoing calls is not possible
•Incoming / Outgoing call - create activity at start of a call and save automatically - the activity is NOT created at the start of the call be the call is saved automatically
•Incoming / Outgoing call - automatically create a Case is not possible
•Automatically open task after end of outgoing / incoming call and save automatically only works if you press the button Save Log while the call is active
•The subject line of the task has the be added manually
Configuration - Display caller info and open record inside Service Cloud console
The service cloud opens a TAB within the same Browser Window. Configure in the SoftPhone layout
•Screen pops open within:Existing browser window
•Single-matching record: Pop detail page
A TAB within the same Browser Window opens and the complete Lead, Account or Contact details are displayed.