Access Webex Contact Center within Salesforce

This section provides instructions on how to access the Webex Contact Center after it is integrated into Salesforce.

1

Sign in to your Salesforce account.

2

Click the Phone button in the Salesforce toolbar to launch the application.

3

Click Sign in to open the Webex Authentication portal.

4

Enter your email address and password to authenticate.

5

Enter your Station Credentials.

  1. Telephony Option: Choose either a Dial Number or an Extension.

  2. Extension/Dial Number: Type your phone number or Webex Calling Extension number.

  3. Team: Choose your team from the drop-down box.

  4. Remember credentials: Choose this option to save your credentials.

  5. Click SIGN IN to finish the sign-in process.

Manage incoming calls

1

Click the state button to change the agent state to Ready.

2

Answer the incoming call on your ringing device.

3

While in the Engaged state, the agent may preset a status when the call ends.

4

Click the red phone button to end the call.

5

Click the Pause button to put the call on hold.

6

To resume, click the Play button.

7

Click the Transfer button to initiate a Consult or Direct Transfer call.

What to do next

Consult (Warm Transfer)/Conference

  1. Type the number or extension in the Search and dial field and click the Dial button.

  2. Once the call is established, click the Call through button.

  3. Choose either Transfer or Conference option and click OK to initiate the call.

Direct Transfer

  1. Type the number or extension in the Search and dial field and click the Dial button to transfer.

  2. Click the Call Recording button to pause and resume recording control.

  3. When the call has ended, choose and set a Wrap-up reason.

Manage outgoing calls

1

Using manual dial:

  1. Type the number to be dialed in the Search and dial field, including any required prefix.

  2. Click the Dial button to place an outbound call.

2

Using Phonebook:

  1. Type the name in the Search and dial field to query phone book entries.

  2. Click the phone icon on the desired contact to place call.

3

Using Click-to-dial:

  1. Open the desired object in Salesforce with a phone record.

  2. Click on the hyperlinked phone number to place the call.

Interface Options

1

Call details—This section will display your available CTI data.

2

Create—Click Create new customer or Create new case to open a new Account or Case in edit mode.


3

Log—Every inbound and outbound call generates a phone log by default.

4

Associate

  1. To update Name or Related To on the task, navigate to the desired record.

  2. Click Assign opened record button.

  • Type a comment in the Write a note field.
  • Click Save. The typed note will be saved in the Description field of the phone call log.

Reports menu

Analyzer Reports

1

Click the menu button to open reports.

2

Click on a report to open in a new window.

Options menu

This section gives additional information, options and sign out functionality.

  • Enable dark mode—Changes them from light to dark.

  • About—Provides additional software information.

  • Sign Out—Logs the agent out of system phone.