Toku has a Salesforce CTI integration currently supporting Service Console and Sales Console. Toku provides its dialer as widget integration which can be logged in using either agents' login credentials or the supported SSO. Below is the snapshot of the Salesforce page with Phone Widget icon in left bottom corner highlighted for easy reference.
How to Login into Toku Salesforce CTI?
The Salesforce user is first required to log into their Salesforce instance and open either the Service Console or the Sales Console app using the 9 dots () on the left top corner of the Salesforce dashboard. Following that user will see the Phone widget (
) icon on the bottom left corner of the app (the above screenshot is using the Sales Console App).
Click on the Phone widget to open the Toku CTI app however, to log in using the agent's login credential, the agent must be enabled to use Salesforce CTI by admins under User Management > Agents.
Agent must have the field "Has Salesforce Access" set to active. A snippet is added below:
The Agent can either use their login credential or directly sign in using SSO (snapshot of Toku App shows Okta SSO).
Toku CTI App Overview:
Phone Tab
Once the agent has successfully logged in to the CTI app, the agent is shown the Phone Tab and the 'Select Queue' screen as default. Key features/options within Phone Tab is detailed below.
| Page Elements | UI Snippet | Description |
|---|---|---|
| Phone Tab |
The phone tab will be selected by default. The 'Log a Call' tab is disabled by default and is available when an active call is disconnected. |
|
| Padlock |
This denotes the connection status. Red - The client connection to the Server has failed. One reason can be poor network. |
|
| Agent's State |
Agent's UserID, Presence, and Status change option via dropdown is available. Busy/Not Ready - Red Away/Break - Amber. |
|
| Settings | This option can be used by the agent to change their login password. | |
| Logout | The agent can use this option to end their active session with the agent portal. |
Different pages are detailed below:
Select Queue Screen
| Page Elements | Description |
|---|---|
| Call Queue Selection | Dropdown which lists all the mapped Queues against the logged-in user. User is allowed to custom-select the Queues as per their assignments. |
| Refresh | Option to reset the Queue selected by the agent. |
| Select All | Click on this option to select all the mapped queues listed in the Call Queue Selection dropdown. The agent will receive customer interactions from all the selected queues. |
Home Screen
| Page Field | Description |
|---|---|
| ID | Logged-in agent's User ID was generated when the user was added to the admin portal. |
| Name | Logged-in agent's name was provided while adding to the admin portal. |
| Campaign | Displays the LOB ID (Line of Business) from the system. |
Manual Call
| Page Elements | UI Snippet | Description |
|---|---|---|
| Dialler |
The number to be dialed is shown here. There are multiple ways to add numbers: - Copy-paste the number to the Dialler. - Type the number using the Keypad. |
|
| Keypad | Kaypad is used to dial the required number. | |
| Phone Button | To initiate the call, the agent has to click on this phone button. |
Call History
| Page Field | Description |
|---|---|
| Phone Number | List the phone number to which either call has been made or received. Numbers are clickable and shall automatically take to the dialer to initiate a call. Click2Dial feature can be enabled or disabled for the customer based on the business requirements. |
| Duration | Duration of the call. |
| Call Time | The date of the call is displayed under this column. |
Reporting
| Page Field | Description |
|---|---|
| Total | Displays the total number of calls handled by the agent since midnight. |
| Outbound Calls | Depicts only the total number of outgoing calls handled by the agent since midnight. |
| Inbound Calls | Total number of inbound calls handled by the agent since midnight. |
| Average Talk Time | Calculates the average amount of time spent by the agent on all the handled calls since midnight. |
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