Incontact system is been used for Agents and users to interconnect. Here Agents could reach to the users via using incontact Calling API(s). We had created Agent credentials screen to store the agent login info of “Incotact system”. We had created meta data to store the authentication string and base uri and other static values. Once the agent was selecting the Call option via case, It was opening a VF page which was authentication with “INcontact” system and goes for authentication as below:

Authentication: On button hit, it was opening a VF page, which will be invoking a controller and the same was doing the authentication on page load by taking the base uri and authentication string and passing the same on said urL in Rest header.

Requested methods: We called the exposed methods in URL format by passing the parameters in request body uri.

Response handling:  In response we were getting the “Action token” for successful interaction. The response we were capturing in a wrapper class based on response body and content.

Once the authentication been done successfully we had consumed the other APIs for various purpose based on requirement. Like for

• Picking the file names
• Getting the agent ids and DNIS numbers
• Getting the ANI numbers and respected call timing
• Populating the case records.
• For all of the above we consumed the “Incontact” APIS

This is a Product which has been used by our clients, Our Salesforce has an integration with CTI system to pass and accept the user input and user expected outputs. In salesforce end, We exposed different apex classes based on User query on dialed toll free CTI System. Based on input criteria apex classes were processing the data, like creating a new Refills or Providing the shipping status. Once exposed class been called at CTI end, it was performing certain checks and validations before processing the next level. On each check the CTI system was been provided certain response and Verbiage related to that response been played to the user.

This is a mortgage application, and currently this is being in development phase.

This application is to be used by Relationship managers to process the loan applications.  After going with initial document verification details, this application provides the loan calculation and Repayment calculations based on selected time frequencies. Once the above required details gets approved by Branch Manager, the Relationship manager will start the loan application. This application contains the integration via API to other systems like SMG, AAPS and Veda. This application will capture customer details, Loan details, security details and based on entries it creates the financial summary page and which is to be sent for MPT approvals and Letter Of offer finalization.

Creating the customer interaction community, which is providing the platform for customer and client to help them self by visiting the page. Community will be self-sufficient to help the customers to get their problem resolved in most convenient way. On this community, end user could perform the orders, check the status of their order, and could request or raise various details by submitting the Web form, or could get the things verified by using the knowledge articles.

The main concept works here is Web to Case and Web to Order (custom object) and been completely in lightning.