Get Started with Cisco Webex Contact Center for Salesforce

Cisco Webex Contact Center brings the ability of Cisco's cloud contact center into your Salesforce Lightning environment. Cisco Webex Contact Center helps optimize and enhance your digital experience and enable you to deliver contextual, continuous, and capability-rich journeys for your customers with holistic reporting.

This guide explains how you can install, configure, and use the different features of Cisco Webex Contact Center for Salesforce Lightning.

Features Supported in Cisco Webex Contact Center for Salesforce

The Cisco Webex Contact Center for Salesforce offers the following benefits:

  • Receive inbound and place outbound (click-to-dial) calls.

  • Automatic customer record screen pop.

  • Automatic call activity log for better customer interaction in Customer Relationship Manager (CRM).

  • Play recording feature from CRM Salesforce interface.

  • Generate report for Cisco Webex Contact Center on the Salesforce interface.

Install Cisco Webex Contact Center for Salesforce

Before you begin

If you have an older version of Cisco Webex Contact Center App, then uninstall the old version before installing the latest version. For more information, see Uninstall Cisco Webex Contact Center for Salesforce.

1

Open a supported browser and enter the following URL, https://appexchange.salesforce.com/.

2

In the search box, type Cisco Webex Contact Center for Salesforce.

The Cisco Webex Contact Center App page is displayed on Salesforce AppExchange.

3

Click Get It Now and choose either of the options to install:

  • Install in Production—Choose when you've tested and is ready to go public.
  • Install in Sandbox—Choose when you've to test against a copy of the production org. The login URL is different for Sandbox environment. Once you've tested in the Sandbox, you must install it on a production environment using the option Install in Production.

 

To know more about the other installation options available, see the Salesforce document https://help.salesforce.com/articleView?id=distribution_installing_packages.htm&type=5.

4

After the installation is complete, click Done.

You can find the installed Cisco Webex Contact Center App in the App Launcher.

Uninstall Cisco Webex Contact Center for Salesforce

To uninstall the 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 all the profiles that are associated with the Cisco Webex Contact Center Task Layout and from the Page Layout To Use drop-down list, select any other Page Layout.


 

Ensure that there is no profile that is associated with Cisco Webex Contact Center Task Layout.

5

Click Save.

6

Navigate to Setup.

7

Enter Installed Packages in the Quick Find and click Installed Packages. Or, select Apps > Packaging > Installed Packages from the PLATFORM TOOLS section.

8

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

9

In the Uninstalling a Package page, confirm the uninstallation by selecting “Yes, I want to uninstall this package and permanently delete all associated components.”

10

Click Uninstall.