2. Call Center Integration
Client: Human Care Systems, Inc.
Needed to integrate their phone server into
SalesForce.com for tracking, recording calls,
run analytics for multiple areas of their business.
We developed a solution for them…

3. Open CTI
We integrated their Asterisk PBX server using
Open CTI - the call center app inside of the
platform which supports API calls into SFDC and
out of SFDC to Asterisk. In addition to building
call center functions we made sure it supported
their medical HIPPA compliant structure with
custom objects.
Let’s look at the feature that we implemented..

4. Features
Screen pops within Salesforce platform
Customizable call routing
IVR (interactive voice response)
Warm Transfer
Conference Calling
Call recording

5. Features
Link to call recording
Recording linked to client records
Voicemail
Call CDR reports and monitoring
Whisper and Barge

6. Features
‘Click to Dial’ from within Salesforce.com
Attach call records to custom objects
Rate call quality to custom objects
Call dispositions in screen pops for call notes
Agent dispositions
Calls automatically marked as outbound & inbound

7. Solution Provided
For Human Care Systems, Inc. being able to
track calls and monitor phone and call center
activity on the Salesforce Platform is essential to
their growth as a company. We provided a
custom solution that fit their timeline and
budget.

8. Success
We would like to thank you for reviewing 2 test
cases. To get a free consultation on your next
development project on SFDC please call us @
(216) 798-6677 or email us amit@lmsin.com
Company name – LMS Solutions - India
Infohorizon LLC - USA