Overview 

The ability to turn CTI On/Off is an  emergency measure for Call Center Supervisors/Managers during significant disruptions or disasters. If a big Event happens - like our phone system suddenly stops working or the Call Center office is unexpectedly unavailable – the Call Center Supervisor/Manager can quickly Switch OFF the Call System (CTI).  Switching Off CTI will immediately stop from trying to reach agents who can't answer. Instead by switching off CTI, a "CTI Disabled" Prompt  (a recording) will be played to customers who call in while CTI is switched OFF. 

How to Turn CTI OFF 

1. Login In to Salesforce and navigate to the dropdown next to "Home" See below 

2. Click on the dropdown, scroll down and find  "SVC Call Center Configs" and click on it. See below 

3. Once you click on it, you will be navigated to the below page:

4. Click on the dropdown next to "Recently Viewed" and click on "All". See below 

5. You will then be navigated to this page. See below

6. To Switch Off CTI, Check the Disabled box of the Call Center queue you want to switch off. 

6.1. Click on Edit See Below

6.2. Click on the Disabled box to Check it. See below

6.3. Then click on Save. See below 

Switched OFF CTI behavior 

• Customers will NOT be redirected to a queue or an agent therefore agents will NOT receive any calls 
• Customers will NOT be able to request "Call Back" cases 
• Customers in France will still have an option to select a redirect to other YAMAHA services such as: YAMAHA Finance, YAMAHA Music, YAMAHA Assurance and YMFR Reception
• Customers in France  will hear this  Voice prompt: Notre Service est momentanément injoignable et nous ne pouvons pas répondre à votre appel pour le moment. Nous vous invitons à nous envoyer un mail sur notre adresse serviceclient@yamahamotor.fr. Nous nous excusons pour la gêne occasionnée
• E-kit Dealers in France  will hear this Voice prompt: Notre Service est momentanément injoignable et nous ne pouvons pas répondre à votre appel pour le moment. Nous vous invitons à renouveler votre appel pendant nos horaires d'ouverture, du lundi au vendredi, de 9h à 17h30.Nous nous excusons pour la gêne occasionnée.

How to Switch CTI back ON

7. Switch CTI back on, uncheck the "Disable" box of the call center queue you want to switch back on

7.1. follow Step 1 to 5 

7.2. Click on Edit See Below

7.3. Click on the Disabled box to Uncheck it. See below

7.4. Then click on Save. See below 

Switched  ON CTI behavior 

• The CTI system will resume to work normally.