When you integrate Webex Contact Center with the Salesforce CRM console, you can launch Desktop from within Salesforce.
Before you integrate Webex Contact Center with the Salesforce CRM console, ensure that your profile has the following access privileges:
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Access to Webex Contact Center.
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Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. The URLs for the Management Portal are specific to your region.
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Agent access to the Desktop. The URL for the Desktop is specific to your region.
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Agent access to the following domains that are added in the Content Security Policy Allowed List:
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*.force.com
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*.salesforce.com
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*.lightning.force.com
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*.lightning.salesforce.com
For more information on how to define the allowed list, see the article Security Settings for Webex Contact Center.
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A Salesforce developer or sandbox account (minimum requirement). To create an account, go to the Salesforce developer portal at https://developer.salesforce.com/ and click Sign Up.
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Access to the Desktop Layout (JSON) for Salesforce at https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Salesforce.
To integrate Webex Contact Center with the Salesforce CRM console, complete the following tasks:
Before you begin
If you have an older version of Webex Contact Center for Salesforce, then uninstall the old version before you install the latest version. For more information, see Uninstall Webex Contact Center for Salesforce.
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Go to the Salesforce AppExchange at https://appexchange.salesforce.com/. |
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On the Salesforce AppExchange page, search for Webex Contact Center for Salesforce. |
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Click Get It Now. |
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Enter your username and password for the Salesforce organization in which you want to install the package, and then click Log In. |
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Choose one of the following options:
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After the installation is complete, click Done. Webex Contact Center for Salesforce is available in App Launcher .
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Set up the computer telephony integration (CTI) system to enable Webex Contact Center.
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Log in to Salesforce. |
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Click the gear icon in the upper-right corner and select Setup. |
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Enter |
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Click the Edit link that corresponds to the Webex Contact Center. |
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In General Information area, update the following fields:
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Click Save. |
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In Salesforce, click the gear icon in the upper-right corner and select Setup. |
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Enter |
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Click the Edit link corresponding to the user to whom you want to provide access permission. |
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Search for the Call Center parameter, and in the search lookup, select Webex Contact Center. |
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Click Save. |
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In Salesforce, click the gear icon in the upper-right corner and select Setup. |
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Enter |
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Click New. |
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In the Name field, enter the name for the layout and check the Is Default Layout check box. |
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From the Select Call Type drop-down list, select the call type to indicate when to start the softphone layout:
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Set up the Screen Pop Settings according to your requirement. |
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Click Save. |
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In Salesforce, click the gear icon in the upper-right corner and select Setup. |
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Enter |
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Select . |
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Select a profile from the list in the Profiles column. |
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From the Page Layout To Use drop-down list, select Webex Contact Center Task Layout. |
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Click Save. |
You can download the Desktop Layout JSON file for Salesforce from https://github.com/CiscoDevNet/webex-contact-center-widget-starter/tree/master/Examples/Layouts/Salesforce.
For more information about the Webex Contact Center Management Portal Desktop Layout, see the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide.
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Go to the Webex Contact Center Management Portal. |
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From the Management Portal navigation bar, choose |
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Click New Layout and enter the details for the desktop layout. |
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Upload the Salesforce Desktop Layout JSON file. |
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Click Save to save the configuration. You can now start the Webex Contact Center Desktop within the Salesforce CRM console. |
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In Salesforce, click the gear icon in the upper-right corner and select Setup. |
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Enter |
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Select . |
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Select the profiles that are associated with the Webex Contact Center Task Layout. |
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From the Page Layout To Use drop-down list, select any other page layout.
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Click Save. |
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Navigate to Setup. |
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Enter |
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Click Uninstall for the Webex Contact Center for Salesforce package name. |
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On the Uninstalling a Package page, select "Yes, I want to uninstall this package and permanently delete all associated components." |
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Click Uninstall. |
Before you make outdial calls, ensure that you do the following:
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Create the outdial entry point and set up an outdial entry point strategy.
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Enable outdial ANI for the Agent Profile.
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Set the outdial ANI to a Dial Number-to-Entry Point mapping.
For more information, see the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide.
For information on how to use Desktop, see the Cisco Webex Contact Center Agent Desktop User Guide.
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If the record is found and the screen pop is configured, a pop-up screen displays the customer details.
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If the record is not found, then a New Contact profile screen pop appears where you can enter the details.
To set up the screen pop, see Create a Default Softphone Layout in the Integrate section of this article.
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In Salesforce, click the App Launcher menu and select Webex Contact Center. |
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Click the Phone button and sign in to the application. |
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Change the status to Available to receive calls. |
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After you disconnect a call, select a wrap-up reason from the drop-down list. An activity is logged against the respective Salesforce contact. To see the activity log, click any entry in the Activity list. The following details appear:
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In Salesforce, click the App Launcher menu and select Webex Contact Center. |
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Enter the contact name in the Search Salesforce text box and click the contact name, and then click the phone number to dial. Or, click Phone > Dialer and then enter the phone number and click the Phone icon to dial. |
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(Optional) From the Select Outdial ANI drop-down list, select an outdial ANI to use as your caller ID. The drop-down list appears in alphabetical order.
To remove the selected outdial ANI, choose the label Select Outdial ANI from the drop-down list. |
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In Salesforce, click the App Launcher menu and select Webex Contact Center. |
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From the Navigation Apps drop-down list, select Reports.
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To see the existing reports, click All Reports.
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To create a new report, click . |
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In the Report Builder tab, select the required report type and click Save & Run. |
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Enter the Report Name and click Save. Webex Contact Center for Salesforce generates this report using the data from Salesforce. ![]() |