HotFix - KB123155 - SalesForce always searches for ANI and DNIS

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HotFix - KB123155 - SalesForce always searches for ANI and DNIS


Article ID: 52029 - Last Review: December 19, 2013

PROBLEM

When a new call is established in SalesForce (both inbound and outbound) the connector runs a search on both ANI and DNIS for the call.  Once found, it will pop any search results for both. 



RESOLUTION

Code has been added to ensure that the SalesForce connector respects the Call Center setting for what to pop in the case that both ANI and DNIS return results.  A configuration option has also been added to disable the DNIS search entirely if needed.

NOTE: When installing this hotfix, the default is for DNIS searches to be OFF


INSTALLATION INSTRUCTIONS

This Hotfix was included in our 6.0.2.3 release.  If you have a specific business reason for being unable to upgrade, and still require this hotfix, please contact MiContact Center support.


ADDITIONAL INFORMATION

If you wish to enable DNIS searching again, this can be accomplished either on the individual client computers, or on the server to be pushed to all clients.

For an individual client computer, simply follow instructions 1 to 4 below, then restart the SalesForce connector. 

To change this setting for all clients attached to your server, please follow the 10 steps below.

1. Go to [InstallDir]\CCM\Applications\SalesForceIntegration\ and open the SalesforceCTI.exe.config file in an application like Notepad.
2. Locate the line that shows:  <add key="EnableDNISSearchForInboundCall" value="false"/>
3. Edit this line so that the value="true".  It will look like:  <add key="EnableDNISSearchForInboundCall" value="true"/>
4. Save the file.
5. Next, right-click on the \SalesForceIntegration\ folder and Send To => Compressed (zipped) folder.
6. Copy this ZIP file to [InstallDir]\CCM\Websites\CCMWeb\Applications\SalesForceIntegration\ and overwrite the existing ZIP file.
7. In [InstallDir]\CCM\Websites\CCMWeb\Applications\ find the SalesForceManifest.xml file.  Open this file in an application like Notepad.
8. Find the section that shows manifestId="{... on the second line, and increment the manifestID one digit.  For example:
  •     Before: manifestId="{4522f7ec-523c-4284-a7ed-52248f595768}"
  •     After: manifestId="{4522f7ec-523c-4284-a7ed-52248f595769}"
9. Save the file.
10. The updated version of your SalesForce connector will be pushed to all client computers as part of the auto-update process.  If any of your clients are logged into SalesForce when this push is made it will take effect the next time they close and re-launch the connector.


APPLIES TO

6.0.2.2 

Keywords: salesforce salesforce.com DNIS search



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Details
Last Modified:Thursday, December 19, 2013
Last Modified By: andrew_montpetit
Type: HOTFIX
Rated 1 star based on 1 vote
Article has been viewed 9,226 times.
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