Apex Code Development You need to sign in to do that
Don't have an account?
ruxtpin Getting started with SalesForce - I've got questions...
I'm working at a company that currently uses a VOIP system to record phone calls and then listens to them later to mine them for potential referral opportunities and/or coach operators. As someone with a technical background (I'm a recent I.T. Graduate with a background in database and some object-oriented programming), I've been tasked with learning the recording software and it's API so that phone operators will get a pop-up window as soon as they get off the phone (allowing them to flag and categorize calls).
After this first step is successful, I'd like to have the recorded wav files for new referrals/contacts uploaded automatically to SalesForce and tagged to whatever referral source/contact method it belongs. I'm assuming that once the flagging program implemented through CallRex is finished, then I'll be digging into the SalesForce API and it's development tools so that I can build an application that will automatically take the exported wav files and attach them to the correct record.
Would anyone have any recommendations for the steps I might take in going about this project? I've been searching the SF developer website and there's so much information I'm drowning just a bit. I need some suggestion or pointers. Any guidance/recommended reading is greatly appreciated. Thanks
I think both the tasks are definitely possible.
For the first task you can take a look at "CTI- Toolkit" for Salesforce
For the second task you might need to create a Trigger (On creating a new log for a call, the wav file needs to be attached to an "Attachment" object)
The Attachment object would be child object for the "Call" parent object. And all those attachments would be seen as a related list to the "Call" object.
Thanks for the reply Pratz
I've been looking at the CTI-Toolkit and I'm not sure if that will fill my company's needs. While we currently use a VOIP system, we've already been using CallRex because we record all referral/client/customer calls. It doesn't look like the CTI-Toolkit actually records a call, but rather it allows you to log the call and some notes about it. And since no one outside of the admins/managers will be using SalesForce, I don't foresee a need for users to log/note calls live from SF.
I'm waiting on an upgrade for CallRex to occur, and then I should have access to the CallRex API. I've contacted their technical support division and they've confirmed that I will be able to build a trigger so a pop-up will appear when someone gets off the phone, asking them what type of call they just had and automatically flagging/categorizing it. From there, I need that flagged call and it's entire recorded wav file exported and attached to the appropriate account on SalesForce.com (we're you trying to say that the CTI-Toolkit is what will make this last step possible?)
So I'm under the impression that getting the CallRex API to communicate it's output to SalesForce will be the biggest challenge.