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sornasorna 

Avaya integration with Salesforce issue

We are using a CTI tool called Avaya which is integrated with salesforce and users can call through a soft phone, they will have click to dial functionalities etc...

One of our user's machine freezes when he is in the middle of the call (thru soft phone) and he could not do anything for 5 mins. I guess it is some issue with Avaya softphone. Did anyone used Avaya before? Did anyone encounter this kind of issue?

Patrick Hogan 10Patrick Hogan 10
I found that you are encountering an issue with salesforce integration with Avaya. Do not worry Callinize is there for you, as Callinize provides integration of CRM and phone systems. You can visit : https://www.callinize.com/integrations/salesforce/ to overcome all sort of salesforce crm integration problems.
Chris WoodwardChris Woodward
Hi, sorna!

Patrick mentioned Callinize above. It has changed its name and is now called Tenfold. Tenfold, the leading intelligent enterprise assistant, is a CTI that can integrate Salesforce with Avaya (or other phone systems).

Tenfold's features include click-to-dial that converts all phone numbers into clickable hyperlinks, automatic call logging that captures 100% of prospect/customer interactions, a floating UI (screen pop) that shows relevant prospect/customer information with every call, and a call analytics dashboard that provides real-time and historical call data.

To learn more about the Salesforce-Avaya integration via Tenfold, check this link:
https://www.tenfold.com/integrations/salesforce/avaya
Akos MateAkos Mate
Hi, sorna. 

I guess the answer would be to use an OpenCTI based connector, and not the old CTI adapter solution - this will most likely solve the expected behaviour as the integration with Avaya is done on the server side and not on each desktop individually. 

In case you have not yet found your ideal solution, please check out Geomant's DevConnect certified Desktop Connect
https://www.geomant.com/end-user-solutions/desktop-connect
or on App Exchange
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000B4I1HEAV

Regards
Akos M.
SHRIKANT GARANDESHRIKANT GARANDE
Avaya integration with Salesforce issue

Hi,

users having below issue Avaya integration with salesforce. in chrome browser Phone icon is hide. It is good with IE. We tried with complete unsinstallation of chrome. it works for some period again it showing below issue. unable to see Phone icon and can not go to login scree.

Anyone facing this issue? Can i get help for this one.

User-added image

 
Rahul Mishra 146Rahul Mishra 146
There are 2 ways to do it. First, integrate Salesforce with Avaya Agent Desktop (https://www.novelvox.com/integrations/salesforce-with-avaya-agent-desktop/) leveraging open API integrations. This will give your agents a unfied view of call center and Salesforce data on one single screen. Second, you can simply connect your Avaya phone system with Salesforce using CTI integrations. In this case, a smart cti connector will embed within your Saleforce screen giving all call controls features to agents on the CRM screen. To know how to achieve this level of integrations, you can try smart cti connectors and unified agent desktops by NovelVox. They have one of the biggest integration library in the industry and offer out-of-the-box customization capabilities.

You can visit https://www.novelvox.com/integrations/salesforce-with-avaya-agent-desktop/ for more information.