Before you integrate Webex Contact Center with the Salesforce CRM console, ensure that your profile has the following access privileges:

To integrate Webex Contact Center with the Salesforce CRM console, complete the following tasks:

Install Webex Contact Center for Salesforce

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.

1

Go to the Salesforce AppExchange at https://appexchange.salesforce.com/.

2

On the Salesforce AppExchange page, search for Webex Contact Center for Salesforce.

3

Click Get It Now.

4

Enter your username and password for the Salesforce organization in which you want to install the package, and then click Log In.

5

Choose one of the following options:

  • Install in Production: Choose this option if you tested the application and you're ready to go public.

  • Install in Sandbox: Choose this option if you want to test the application against a copy of the production org. The login URL is different for a sandbox environment. After you test the application in the sandbox, you must install the application on a production environment using the Install in Production option.

6

After the installation is complete, click Done.

Webex Contact Center for Salesforce is available in App Launcher .

Set Up CTI for Webex Contact Center

Set up the computer telephony integration (CTI) system to enable Webex Contact Center.

1

Log in to Salesforce.
2

Click the gear icon in the upper-right corner and select Setup.

3

Enter Call Center in the Quick Find box and click Call Centers.

4

Click the Edit link that corresponds to the Webex Contact Center.

5

In General Information area, update the following fields:

  • Softphone Height: 600

  • Softphone Width: 550

6

Click Save.

Assign Access Permission to a User

1

In Salesforce, click the gear icon in the upper-right corner and select Setup.

2

Enter Users in the Quick Find box and click Users.

3

Click the Edit link corresponding to the user to whom you want to provide access permission.

4

Search for the Call Center parameter, and in the search lookup, select Webex Contact Center.

5

Click Save.

Create a Default Softphone Layout

1

In Salesforce, click the gear icon in the upper-right corner and select Setup.

2

Enter Softphone Layouts in the Quick Find box and click Softphone Layouts.

3

Click New.

4

In the Name field, enter the name for the layout and check the Is Default Layout check box.

5

From the Select Call Type drop-down list, select the call type to indicate when to start the softphone layout:

  • Internal: Do not use this option.

  • Inbound: Allows you to start the softphone layout for inbound calls.

  • Outbound: Allows you to start the softphone layout for outgoing calls.

6

Set up the Screen Pop Settings according to your requirement.

7

Click Save.

Assign a Page Layout

1

In Salesforce, click the gear icon in the upper-right corner and select Setup.

2

Enter Object Manager in the Quick Find box and select Task > Page Layouts.

3

Select Page Layout Assignment > Edit Assignment.

4

Select a profile from the list in the Profiles column.

5

From the Page Layout To Use drop-down list, select Webex Contact Center Task Layout.

6

Click Save.

Set Up Salesforce Desktop Layout on Webex Contact Center

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.

1

Go to the Webex Contact Center Management Portal.

2

From the Management Portal navigation bar, choose Provisioning > Desktop Layout.
3

Click New Layout and enter the details for the desktop layout.

4

Upload the Salesforce Desktop Layout JSON file.
5

Click Save to save the configuration.

You can now start the Webex Contact Center Desktop within the Salesforce CRM console.

Uninstall Webex Contact Center for Salesforce

1

In Salesforce, click the gear icon in the upper-right corner and select Setup.

2

Enter Object Manager in the Quick Find box and select Task > Page Layouts.

3

Select Page Layout Assignment > Edit Assignment.

4

Select the profiles that are associated with the Webex Contact Center Task Layout.

5

From the Page Layout To Use drop-down list, select any other page layout.


 

Ensure that no profiles are associated with the Webex Contact Center Task Layout.

6

Click Save.

7

Navigate to Setup.

8

Enter Installed Packages in the Quick Find box and click Installed Packages. Or, select Apps > Packaging > Installed Packages from the Platform Tools section.

9

Click Uninstall for the Webex Contact Center for Salesforce package name.

10

On the Uninstalling a Package page, select "Yes, I want to uninstall this package and permanently delete all associated components."
11

Click Uninstall.

Manage Incoming Calls

When there is an incoming call, the application finds the Automatic Number Identification (ANI) number in the record to see if the customer exists.

  • If the record is found and the screen pop is configured, a pop-up screen displays the customer details.

  • 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.

1

In Salesforce, click the App Launcher menu and select Webex Contact Center.

2

Click the Phone button and sign in to the application.

3

Change the status to Available to receive calls.

4

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:

Parameter

Description
Assigned To

Shows the name of the agent who answered the call.
Subject

Shows the type of call, date, and timestamp.
Contact Type

Shows the contact type.
Ani

Shows the caller's number.
Call Duration

Shows the call duration in seconds.
Queue Name

Shows the queue name.
Due Date

Shows the follow-up date.
Priority

Shows the priority, such as High, Normal, or Low.
Created By

Shows the name of the agent who created the record.
Status

Shows the status of the call entry.
Call Object Identifier

Shows the object ID that is used to track the call.
Call Type

Shows the call type.
Dnis

Shows the agent's phone number.
Call Result

Shows the wrap-up option, such as Follow-up, Default, or a custom-defined option.
Name

Shows the customer name.
Related To

Shows the related case with this activity.
Last Modified By

Shows the name of the agent who modified the task.
Comments

Shows the agent's comments.

Manage Outgoing Calls

1

In Salesforce, click the App Launcher menu and select Webex Contact Center.

2

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.

3

(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.


 

Your administrator adds the outdial ANI list to your profile.

To remove the selected outdial ANI, choose the label Select Outdial ANI from the drop-down list.

Create a Report

1

In Salesforce, click the App Launcher menu and select Webex Contact Center.

2

From the Navigation Apps drop-down list, select Reports.


 

If Reports is not in the list, click Edit > Add More Items and add Reports.

3

To see the existing reports, click All Reports.


 

There is a default call activity report that installs with Webex Contact Center for Salesforce. You can modify the dates, and add or remove fields and filters.

4

To create a new report, click Reports > New Report.

5

In the Report Builder tab, select the required report type and click Save & Run.

6

Enter the Report Name and click Save.

Webex Contact Center for Salesforce generates this report using the data from Salesforce.