Overview

This flow uses Webex Contact Center's HTTP connector to retrieve customer information from Salesforce using an ANI lookup. The flow fetches the customer's account, contact, and case information from Salesforce and routes the call accordingly.

This flow uses Cisco Text-to-Speech (TTS) for any audio prompts. For music, it defaults to the built-in file (defaultmusic_on_hold.wav), for music on hold.

Prerequisites

Before configuring this flow, ensure the following:

  • Create entry points, queues, teams, entry point mappings, and any other organization-specific configuration activities like connectors, outdial ANI, and more.
  • Configure the Salesforce connector using OAuth2. For detailed steps, see Configure the connected app for Webex Contact Center Salesforce connector.
  • Import the attached flow Salesforce_HTTP_Connector.json into the Webex Contact Center flow designer.
  • Use the Salesforce API collection to explore the REST APIs.
  • To manually generate the OAuth access token, use the following command:
    curl --location --request POST 'https://abcde-dev-ed.my.salesforce.com/services/oauth2/token' \
--header 'Content-Type: application/x-www-form-urlencoded' \
--data-urlencode 'grant_type=password' \
--data-urlencode 'client_id=clientId' \
--data-urlencode 'client_secret=clientSecret' \
--data-urlencode 'username=yourLogin@salesforce.com' \
--data-urlencode 'password=yourPassword'

Use case

This example integration demonstrates how this flow ensures seamless customer service by integrating Salesforce with Webex Contact Center, ensuring that relevant information is readily available to both customers and agents.

  1. A customer calls into Webex Contact Center and their phone number is captured.
  2. The system performs an ANI lookup in Salesforce to find matching account and contact information.
  3. Based on the data retrieved, the customer is greeted with a personalized IVR message.
  4. If there’s an open case associated with the customer, the agent receives this information on their desktop.
  5. After the call, Webex Contact Center posts call details and comments back to the Salesforce case.

Flow breakdown

The following table describes the various flow elements involved in the call process, detailing the actions and responses that occur during each stage.

Flow element

Description

ANI lookup and routing

The flow begins by capturing the customer's phone number. The phone number is formatted, and a Salesforce API call retrieves the account and contact associated with the ANI. If the customer is found, they’re routed based on the associated Salesforce case.

Post-call updates

Once the agent completes the call, Webex Contact Center posts information such as call comments and call IDs to the relevant Salesforce case.

Flow activities

The following table describes the sequence of flow activities.

Flow activity

Description

Start

(NewPhoneContact)

Captures the incoming call details and begins the flow.

Set phone number

(SetPhoneNumber)

Formats the captured phone number for Salesforce API lookup.

Account lookup

(AccountByANI)

Performs an HTTP GET request to Salesforce, retrieving the customer’s account details based on the phone number.

Contact lookup

(ContactByANI)

Fetches the contact associated with the phone number through a Salesforce SOQL query.

Case lookup

(CasebyContactId)

Retrieves the open cases linked to the contact, fetching case details including case number and ID.

Queue contact

(QueueContact)

Routes the call to the appropriate agent based on the retrieved Salesforce information and customer priority.

Play music

(Music)

Plays hold music while the customer waits to be connected to an agent.

Screen pop

(ScreenPopAccount)

Opens the customer’s Salesforce account page on the agent's desktop when the call is answered.

Post comment

(PostComment)

Posts the call details to the relevant Salesforce case once the interaction is complete.

End flow

(EndFlow)

Ends the flow after completing all tasks.

Additional resources

For more information on configuring Salesforce with Webex Contact Center, see Salesforce REST API introduction and Webex Contact Center setup and administration guide.

For a comprehensive video configuration walkthrough, watch this two-part series: