Configure Cisco Webex Contact Center for Salesforce

The following topics helps you configure the Cisco Webex Contact Center for Salesforce:

Set up CTI for Cisco Webex Contact Center

You must setup computer-telephony integration (CTI) system to enable Cisco Webex Contact Center Agent Desktop.


This procedure is not applicable for R10 deployments. In the R10 Webex Contact Center for Salesforce App, these details are automatically configured.

1

In Salesforce, navigate to Setup.

2

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

3

Click the Edit link corresponding to the Webex Contact Center Agent Desktop.

4

In General Info details, update the following:

  • CTI: https://<hostname>/webexcc-desktop/crmAgent.html?height=1080&width=400&mode=Lightning

  • Softphone Height: 450

  • Softphone Width: 400

5

Click Save.

Assign User Permission in Cisco Webex Contact Center for Salesforce

You must assign users permission to access the Cisco Webex Contact Center for Salesforce client.

1

In Salesforce, navigate to Setup.

2

Enter Users in the Quick Find and click Users.

3

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

4

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

5

Click Save.

Create a Default Softphone Layout in Cisco Webex Contact Center for Salesforce

To create a default Softphone layout:

1

In Salesforce, navigate to Setup.

2

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

3

Click New.

4

Enter the Name for the layout and select the Is Default Layout check box.

5

Select the Call Type to indicate when to launch the Smartphone layout:

  • Internal: This option is not used.

  • Inbound: Allows you to launch the smartphone layout for inbound calls.

  • Outbound: Allows you to launch the smartphone layout for outgoing calls.

6

Configure the Screen Pop Settings as per your requirement.

7

Click Save.

Assign a Page Layout in Cisco Webex Contact Center for Salesforce

To assign a Page Layout for Cisco Webex Contact Center for Salesforce:

1

In Salesforce, navigate to Setup.

2

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

3

Click Page Layout Assignment > Edit Assignment.

4

Select the Profiles you like to assign and then select Cisco Webex Contact Center Task Layout from the Page Layout To Use drop-down list.

5

Click Save.

Set up Call Recording in Cisco Webex Contact Center for Salesforce

1

In Salesforce, navigate to Setup.

2

Enter Named Credentials in the Quick Find and click Edit on the CPC_Named_Credential entry.

3

Enter the credentials:

  • username: ciscocjs

  • password: Ieglwd31@4271#802orqoj

4

Click Save.

5

Enter Custom Settings in the Quick Find and click Manage on the Configuration entry and then click New.

6

Enter the name as TenantId and enter your tenant ID in the value field.


 

If you do not have the Tenent ID, reach out to Cisco Support.