UAE（ユニファイド・エージェント・エディション)

Incorrect Salesforce.com Credentials


!!Your Salesforce.com password and or security token may be incorrect. !!
Note: Salesforce.com will not provide you a correct security token when changing your password and staying logged on.


1. Login into Salesforce.com
2. Change your password

3. Logout of Salesforce.com

4. Log back into Salesforce.com

5. Click "Reset my security token"



Whenever changing your Salesforce.com password, you will need to update your the password and security token in the Control Panel.


1. Go to your trixbox Pro Control Panel
2. Click ACD / UAE  -->  UAE  settings

3. Update your settings with your new password and security token

4. Click Apply All Changes


Salesforce.com Dashboard

The dashboard is not part of the UAE package.  The Salesforce admin user needs to login and setup the dashboard manually before users can enjoy all the benefits.  Setup is extremely easy!

1. Login to Salesforce.com
2. Click on the Dashboard tab
3. Click the Create new folder link
4. Fill in the details and make sure that this folder is accessible by all users
5. Save the new folder
6. Click New Dashboard button
7. Fill in details for this section
8. Click Save
9. In the new dashboard using the Edit view, you can add any components you wish (there are many - and each customer should choose your own makeup of components that best compliments your business)
10. Click add new component in one of the columns
11. Select the Drill Down to Source Report
12. Select one of the Fonality UAE reports from the custom report drop-down
13. Fill in the other details and click Save

Administrators should add any and all components available from the SFDC interface they feel will compliment their business.

Once the dashboard is setup, all users will be able to use the dashboard.

Required Salesforce.com Fields for Unified Agent to work properly

For Unified Agent Edition to work properly with your Salesforce.com account, make sure the following fields are enabled (most are enabled already by default):

Required Salesforce settings for Fonality Call Assistant

For the Fonality Call Assistant tab (screen pops) to work correctly, the following permissions need to be set:

1. The FonalityUAE custom app in Salesforce.com (found in Setup >> App Setup >> Create >> Apps) has to be visible for the profiles that use it.
2. The FonalityUAE custom app needs to have Fonality Call Assistant as one of the selected tabs.
3. The Session Settings in Salesforce.com must not be locked by IP address from which they originated.
   To check this, go to Setup >> Administration Setup >> Security Controls >> Session Settings.
   Uncheck "Lock sessions to the IP address from which they originated".
4. users must have permissions to read, create, edit Accounts, Contacts, Leads, Opportunities and Cases.
   If users do not have create permissions, they will not be able to create new records from the Fonality Call Assistant tab.
   Users must have permissions to read, create, edit, delete all custom objects begining with "Fonality".

To check permissions on Salesforce, please login as admin and go to Setup.
Under Administration Setup >> Security Controls, you can modify the global settings by clicking Sharing Settings.

Please make sure that Account, Contact, Lead, Opportunity and Cases are set to Public Read/Write.
If you have created custom profiles for different users, please make sure that those profiles have basic access to Accounts, Contacts, Leads, Opportunities and Cases.  The profiles also need to allow basic access for all custom objects related to Fonality UAE (these are objects begining with "Fonality").

When I click a phone number using the SF CTI, why does my trixbox Pro call me?

It's supposed to call your softphone.  Let us explain why:

When you use the CTI adapter, you are basically doing the following:

1. Take the value of the phone number on screen - write this variable into a file
2. Take the value of the extension you used to log in - write this variable into a file
3. Send the two variables to trixbox Pro
4. trixbox Pro analyzes the two variables
5. Take the first variable and set it as the number to dial
6. Take the second variable and compare it against a list of system devices (IP phones and softphones)
7. Find the device associated with the extension
8. Take this variable and set it as the extension to dial
9. trixbox Pro then dials the extension (your softphone) and waits for you to answer
10. Once you answer, trixbox Pro executes a call to the phone number clicked (from Step #1)
11. You are connected with the customer you were trying to call in the first place

Why do we need to do this?

The CTI adapter is not a softphone.  Nor is the Salesforce detection script a softphone.  All this software does is say "push this call to a phone".

So the 'call' actually originates FROM the trixbox Pro - not from your softphone!  Think about a world where you could say to your cellular provider - call home.  You're telling the PROVIDER to call your house - but how are YOU going to be a part of that conversation?  Well the provider has to call your phone. 

That's the underlying process.  The trixbox Pro has to call YOU before it can call the customer.