Requirements
To use the Salesforce Lightning integration with your MiVoice Office Application Suite, the following requirements must be met:
MiVoice Office Application Suite
The MiVoice Office Application Suite must be running release 5.2 or higher and an API Key must be enabled in the application.
Signed Certificate
Salesforce requires a CA signed certificate (not self-signed) for the connection back to the Application Suite. By default, Application Suite will run with a self-signed certificate until a valid signed certificate has been applied to the server.
In order to use the Phone Manager Salesforce Lightning adapter, a valid certificate must be applied to Application Suite.
Info
For more information on apply a certificate, please refer to Application Suite documentation.
Licensing
A Phone Manager API License is required for each user that will connecting from Salesforce. Phone Manager API licenses are included with all Phone Manager Professional and Team Leader purchases.
User Configuration
For the integration to work, the following user configuration must be correct:
- Each user's email address on the MiVoice Office Application Suite must match their Salesforce.com Login
- Each user must be configured with a primary extension on MiVoice Office Application Suite
Connectivity
Each user requires access to the MiVoice Office Application Suite Server-Side API.
This is hosted on port 8204 (HTTPS) on the MiVoice Office Application Suite Server. The browser that is being used to access Salesforce.com must be able to access this port on the server.
For users that are local to the MiVoice Office Application Suite, a connection on the LAN from the user's browser should be possible. Where the user is remote to the MiVoice Office Application Suite, they will require a VPN connection or port forwarding through a firewall in order to communicate.
Salesforce API Rate Limits
Phone Manager for Salesforce Lightning uses the OpenCTI API of Salesforce to provide the phone interface. Through this API, the following API calls are made by the application for each call:
| API Calls | Description | Usage |
|---|---|---|
| enableClickToDial | Used to allow users to dial from within Salesforce records | On startup |
| getCallCenterSettings | Used to query the softphone settings | On startup |
| isSoftphonePanelVisible | Used to identify softphone panel visibility | Before/after calls |
| notifyInitializationComplete | Used to notify Salesforce that Phone Manager is ready | On startup |
| refreshView | Used to show newly created 'Phone Call' tasks on screen | After calls |
| runApex | Used to query the users email address for login to the PBX | On startup |
| saveLog | Used to create 'Phone Call' tasks | After calls |
| screenPop | Used to pop a previously identified record | During calls or manually |
| searchAndScreenPop | Used to search for records to screen pop and display on the banner | During calls |
| setSoftphoneItemIcon | Used to set the phone icon | On startup |
| setSoftphonePanelLabel | Used to set the phone label | On startup |
| setSoftphonePanelVisibility | Used to update the phone panel visibility | Before/after calls |
Ensure that your Salesforce implementation has enough API calls to handle any extra load from the Phone Manager for Salesforce Lightning requests.
The following table outlines the expected number of API calls for each telephone call a user handles:
| Screen Pop Setting | Task Creation Setting | Estimated API Requests / Call |
|---|---|---|
| Enabled | Enabled | ~ 10 |
| Disabled | Enabled | ~ 9 |
| Enabled | Disabled | ~ 8 |
| Disabled | Disabled | ~ 7 |
Warning
API requests per call are estimated and will be effected by how often calls are placed on hold / retrieved.