Using Salesforce.com Integration 585
9. Under Advanced Queries
• After Search by IQ Collected Digits, type the desired object type.field.
The default is Case.CaseNumber. Object types include Account, Contact, Lead, Case,
Campaign, Event, Opportunity, Task, and User. You can also create customized object types.
• After Search Cases by ANI, type Yes if you want to search cases by ANI.
The default is No. If you type Yes, when an incoming call’s ANI corresponds to a contact or
account object, cases attached to the contact or account are opened.
10. Under If Records are Found for both ANI and DNIS
• After Open the ANI Records, type Yes if you want to open records matching the ANI.
• After Open the DNIS Records, type Yes if you want to open records matching the DNIS.
11. Under If Records are Found for both ANI and/or DNIS and Advanced Queries
• After Open the ANI and/or DNIS Records, type Yes if you want to open records matching the
ANI and/or DNIS.
NOTE: Whether you open records matching the ANI or the DNIS depends on the information
you entered in the If Records are Found for both ANI and DNIS section (in step 10).
• After Open the Advanced Queries Records, type Yes if you want to open Advanced Queries
records.
NOTE: Whether you open records matching IQ Collected Digits or open records attached to
Contact or Account objects matching the ANI depends on the information you entered in the
Advanced Queries section (in step 9).
12. Under Dialing Options
• After Outside Prefix, type the number you dial to access an outside line.
• After Long Distance Prefix, type the first number you must dial for long distance calls.
For example, the long distance prefix for North America and the Caribbean is 1.
• After International Prefix, type your three-digit country code.
For example, the North American international prefix is 011.
• After Local Area Codes, type your local area code(s), separated by commas.
If the dialed number does not include one of the configured local area codes, the long distance
prefix is automatically dialed first. If you always want the long distance prefix to dial first, do not
configure any local area codes.
13. Click Save.
Adding users to a call center
Salesforce users must be added to a call center before they can use any Salesforce Call Center Edition
features.
To add users to a call center
1. In Salesforce, click Setup=>Customize=>Call Center=>Call Centers.
2. Click the name of the call center to which you will add users
The default is Mitel Contact Center Integration.
3. In the Call Center Users list, click Manage Call Center Users.
4. Click Add More Users.
5. Specify the search criteria for the Salesforce users you want to add to the call center.
6. Click Find.
NOTE: Users can only be assigned to one call center at a time. Users who already belong to a call
center are excluded from search results.
7. Select the check box next to each user you want to add to the call center.
8. Click Add to Call Center.