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  "completedDate": "2026-05-26T10:06:51.200Z",
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  "createDate": "2025-11-11T09:00:46.907Z",
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  "description": "Bij Ayvens maakten zij al vele jaren gebruik van Salesforce integratie. Hiervoor was een Salesforce connector actief, welke wij jarenlang gefaciliteerd hebben. Door de overgang naar Kore.ai is dit gestopt en onderdeel geworden van hun propositie.\n\nInmiddels is het voice kanaal uit de Kore.ai dienstverlening gehaald en volledig operationeel via het Avaya Aura platform onder ons beheer.\n\nGevolg van deze situatie is dat de Agenten geen automatische case creation meer hebben in Salesforce bij een inkomend voice gesprek. Dit is nu een handmatige actie geworden.\n\nMet Mandy heb ik afgesproken om op hoofdlijnen opties en impact te verkennen voor het realiseren van een Salesforce integratie. Doel is om inzichten te kunnen delen, zodat zij kan bepalen of het functioneel, financieel en op basis van impact op interne resources bij Ayvens, zinvol is om verder uit te werken.\n\nTer info de oude user stories (2015), waarin de basisbehoefte staat:\n\nThe following are the LeasePlan User Stories currently planned to be supported in the ICX integration with Salesforce:\n\nI as a OCM user want for a contact for whom we recognize the phone number belonging to this contact, that the OCM contact page is displayed to the user, so that it is no longer required that the OCM user needs to lookup the contact manually.\nI as a CTI user want to be able to dial a phone number from OCM with a single click so that I don't have to retype the number.\nI as CTI user want to be able to transfer a call.\nI as a CTI user want the caller to be put on hold while doing the transfer so that the contact cannot overhear the conversation.\nI as a CTI user want to be able, while transferring a call, to switch back to the contact and cancel the transfer.\nI as CTI user want CTI to identify a caller as \"multiple contacts found\" if a phone number is listed with more than one contact, and SF to display all matches in the SF search contact view, so that I don't get any inaccurate information on the caller.\nI as CTI user want an option after ending a call to set my availability to available directly so that I don't have to wait 30 seconds (after call work) for the next call\nI as CTI user want an option to set my availability to \"not ready\" so I won't receive incoming calls, until I set my availability to \"ready\".\nI as LP manager want to have to have a report where I can see how often a call is transferred and between which persons/departments.\nI as CTI user want to be able to put a caller on mute (hold functionality is sufficient: customer unable to hear agent)\nI as a CTI user want to be able to hang up a call in CTI, so I can start doing other tasks\nI as a CTI user want to be able to login to Salesforce without starting CTI\nI as as LP manager want to have a priority system where I can give an employee a priority for incoming calls so that employees having a low priority can focus on other tasks than answering the phone.\n\n\nMijn concrete vraag is om te onderzoeken welke opties er zijn en als die er zijn te bepalen wat de best passende oplossing is. Dat mag allemaal op hoofdlijnen op basis van de eerder genoemde uitgangspunten:\n- functioneel\n- financieel\n- impact op interne resources bij Ayvens\n\nMogelijke oplossingen die bij mij in gedachten komen zijn:\n- Avaya Workplace Agent Salesforce integratie\n- Graia Salesforce integratie\n- Red Cactus Salesforce integratie\n\nMogelijk zijn er nog andere interessante alternatieven.",
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  "resolutionPlanDateTime": "2026-05-26T10:10:00.000Z",
  "resolutionPlanDueDateTime": "2025-11-21T14:36:22.187Z",
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  "ticketNumber": "T20251111.0002",
  "ticketType": 1,
  "title": "Salesforce integratie voor het voice kanaal",
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