RingCentral Call Center for Salesforce. Administrator Guide

Transcription

1 RingCentral Call Center for Salesforce Administrator Guide 1

2 RingCentral Call Center for Salesforce Administrator Guide Introduction Contents Introduction... 3 About RingCentral Call Center for Salesforce About this Guide Setting up the Call Center... 4 Step 1: Create a Call Center Definition File Step 2: Import Call Center Definition to Salesforce Step 3: Add Users Setting up Softphone Layout... 9 Step 1: Create a New Softphone Layout Step 2: Add New Objects to the Search Step 3: Configure Search Results Display Behavior Step 4: Assign Softphone Layout to Users Step 5a (Optional): Visualforce Page to Create New Objects Step 5b (Optional): Update Search Results Display Behavior Installing the Client Application Requirements Installation Troubleshooting

3 RingCentral Call Center for Salesforce Administrator Guide Introduction Introduction About RingCentral Call Center for Salesforce RingCentral Call Center for Salesforce.com provides seamless integration between Salesforce.com and your RingCentral services to enable improved customer retention, agent productivity, and advanced business processes. The CTI toolkit 4.01 from Salesforce.com is used to build this integration, which offers these features: Outbound click-to-dial calling using RingCentral service Ability to log call details into Salesforce Logging multiple inbound/outbound calls simultaneously Search for related Salesforce objects (accounts, contacts, etc.) using the caller ID Related objects from Salesforce are listed in the softphone UI within Salesforce interface Requires RingCentral Softphone to be installed and running on the client computer About this Guide This guide is specifically designed for System Administrators of the Salesforce.com instance. This guide is not intended for end users and does not provide any information about how to use the application. This Administrator guide will show you how to set up your Salesforce.com instance to enable your users to use the RingCentral Call Center for Salesforce.com from within their Salesforce.com interface. Three specific steps are involved: 1. Setting up the call center feature of Salesforce.com required to enable the App to selected users 2. Setting up the Softphone layout required to configure the way the matching Salesforce objects are displayed for incoming calls 3. Installing the App on user computers users need Admin privileges to be able to install the App 3

4 RingCentral Call Center for Salesforce Administrator Guide Setting up the Call Center Setting up the Call Center Step 1: Create a Call Center Definition File Open a text editor and paste the code below into a new blank file. Save it somewhere on your computer as RingCentral Call Center.xml. <?xml version="1.0" encoding="utf-8"?> <callcenter> <section sortorder="0" name="reqgeneralinfo" label="general Information"> <item sortorder="0" name="reqinternalname" label="internal Name">RingCentralTA</item> <item sortorder="1" name="reqdisplayname" label="display Name">RingCentral TA</item> <item sortorder="2" name="reqdescription" label="description">ringcentral Telephony Adapter</item> <item sortorder="3" name="reqprogid" label="cti Connector ProgId">RingCentralTA.RingCentralTA.1</item> <item sortorder="4" name="reqversion" label="version">4.0</item> <item sortorder="5" name="reqadapterurl" label="cti Adapter URL"> </section> <section sortorder="1" name="reqdialingoptions" label="dialing Options"> <item sortorder="0" name="reqoutsideprefix" label="outside Prefix"></item> <item sortorder="1" name="reqlongdistprefix" label="long Distance Prefix"></item> <item sortorder="2" name="reqinternationalprefix" label="international Prefix"></item> </section> </callcenter> Step 2: Import Call Center Definition to Salesforce Login to your Salesforce.com instance as an Administrator, click on your name on the right top of the webpage and then click on Setup in the dropdown menu. (Figure 1) Figure 1 4

5 RingCentral Call Center for Salesforce Administrator Guide Setting up the Call Center On the setup page (Figure 2), in the left side menu, go to App Setup -> Customize -> Call Center -> Call Centers, click on the Import button, and browse to Call Center Definition file that you have just created. Figure 2 5

6 RingCentral Call Center for Salesforce Administrator Guide Setting up the Call Center Step 3: Add Users Now add users to this Call Center using the Manage Call Center Users button (Figures 3, 4, 5) Figure 3 6

7 RingCentral Call Center for Salesforce Administrator Guide Setting up the Call Center Figure 4 7

8 RingCentral Call Center for Salesforce Administrator Guide Setting up the Call Center Figure 5 8

9 RingCentral Call Center for Salesforce Administrator Guide Set up Softphone Layout Set up Softphone Layout Step 1: Create a New Softphone Layout The Softphone Layout defines the way incoming calls match caller ID with Salesforce objects and display the results in the Salesforce interface. From the left-hand side menu, go to App Setup > Customize > Call Center > Softphone Layouts and click the New button (Figure 6). Figure 6 9

10 RingCentral Call Center for Salesforce Administrator Guide Set up Softphone Layout Figure 8 Figure 7 In the Name field, fill in RingCentral Softphone Layout and, depending upon whether you want this to be default layout for all your users or not, select or leave unchecked the Is Default Layout checkbox. Click Save. Step 2: Add New Objects to the Search This step allows you to select the objects that will be included while searching for matching records. Click Edit on the Softphone Layout you have just created. Towards the top of the page, click on the heading Display these Salesforce.com objects: and you should see a screen displaying the selected objects in the right column and objects you can add to the search result in the left page. Select the objects you want to be displayed in the search result from the left column and click the Add button. If you want to remove any object, select it in the right column and then click the Remove button. Repeat this process for outbound calls after selecting Outbound in the Select Call Type dropdown at the top (Figure 8). 10

11 RingCentral Call Center for Salesforce Administrator Guide Set up Softphone Layout Figure 8 Step 3: Configure Search Results Display Behavior On the same page, you can configure the how matching records are displayed when there is an incoming call. Make sure that you have Inbound selected in the Select Call Type dropdown. Scroll down to the CTI 2.0 or Higher Settings section (Figure 9, next page). 11

12 RingCentral Call Center for Salesforce Administrator Guide Set up Softphone Layout any screen option. For Multiple-matching records, select the Don t pop any screen. Figure 9 For Screen pops open within, select New browser window or tab. This will ensure that users don t lose any information they are working on when a call comes in. A browser plugin may be required to pop open a new tab instead of a new browser window. For No matching records, select Don t pop any screen. For Single-matching record, select Don t pop. For Multiple-matching records, select Don t pop any screen. Click Save at the top. 12

13 RingCentral Call Center for Salesforce Administrator Guide Setup Softphone Layout Step 4: Assign Softphone Layout to Users Back on the Softphone Layouts page (Figure 6 and Figure 10), click on Softphone Layout Assignment. Figure 10 On the assignment page, select the RingCentral Softphone Layout for all the relevant Salesforce user profiles and then click Save t o assign this layout to your users. This concludes setting up your Salesforce.com instance for RingCentral Call Center for Salesforce.com. Step 5a (Optional): Visualforce Page to Create New Objects For No matching records (Figure 8), creating a new record using the caller ID can be a handy and timesaving feature. First we need to set up a Visualforce page, which will render the pop-up page that will contain the handy links to create new objects. The caller ID is autopopulated into the phone fields (note: this will not work for custom fields). From the left-hand side menu in the Salesforce.com interface, go to App Setup > Develop > Pages and click the New button (Figure 11, next page) 13

14 RingCentral Call Center for Salesforce Administrator Guide Setup Softphone Layout Figure 11 Fill in Create New Object ANI as the Label and CreateNewObjectANI in the Name field. Under the Description field, fill in Pop Up VF page for unknown incoming phone call.... Now select all of the text in the table below and copy it. 14

15 RingCentral Call Center for Salesforce Administrator Guide Softphone Layout class="searchfirstcell">contact</span></h3> </tr> </tbody> </table> </div> <span class="errormsg"> Record not found... <a href="/003/e?con10={!$currentpage.parameters.ani}&con14={!$currentpage.parameters.ani}&returl=%2f001 %2Fo">Create New Contact</a> </span> </apex:pageblock> </apex:outputpanel> <!-- WrappingClass --> <div class="listelementbottomnav"></div> <!-- End ListElement --> </div> <!-- End RelatedListElement --> </div> <!-- Lead --> <div class="list2"> <div class="brelatedlist" id="lead"><a name="lead_target"></a> <!-- motif: Lead --> <apex:outputpanel id="srcherrordiv_lead"> <apex:pageblock > <div class="pbheader"> </td> <table border="0" cellpadding="0" cellspacing="0" summary="contacts"> <tbody> <tr> <td class="pbtitle"> <img src="/s.gif" alt="" width="1" height="1" class="minwidth" title=""/><img src="/s.gif" alt="" class="relatedlisticon" title=""/> <h3><span class="searchfirstcell">lead</span></h3> </td> </tr> </tbody> </table> </div> <span class="errormsg"> Record not found... <a href="/00q/e?lea8={!$currentpage.parameters.ani}&returl=%2f001%2fo">create New Lead</a> </span> </apex:pageblock> </apex:outputpanel> </div> <!-- End RelatedListElement --> </div> </apex:form> </apex:page> 15

16 RingCentral Call Center for Salesforce Administrator Guide Softphone Layout Now go back to the web browser window where we were editing the Visualforce page, and in the Visualforce Markup tab, right-click with your mouse, Select All, and then again right-click and Paste. Now click the Save button. (Figure 12) Figure 12 16

17 RingCentral Call Center for Salesforce Administrator Guide Softphone Layout Step 5b (Optional): Update Search Results Display Behavior In addition to the matching records displayed in the App interface, the results can also be displayed in the Salesforce interface for broader information and better user productivity. (Figure 13.) Figure 13 For No matching records, select the Pop to Visualforce page option and click on the Lookup button (Figure 13). From the lookup window, select the Visualforce page we just created ( CreateNewObjectANI ) (Figure 14, next page). Similarly for Single-matching record, select the Pop detail page option. For Multiple-matching records, select the Pop to search page option. 17

18 RingCentral Call Center for Salesforce Administrator Guide Softphone Layout Now click the Save button at the top. Figure 14 18

19 RingCentral Call Center for Salesforce Administrator Guide Installing the Client Application Installing the Client Application Once your organization is set up for the RingCentral Call Center for Salesfore.com, you will need to download the latest version of the app onto the user desktops. Requirements Installation PCs running Windows XP SP3/ Windows Vista SP1/ Windows 7/ Windows 8. (Apple Macintosh or Linux computers are not supported.) There should already be RingCentral Softphone installed on the agent desktop. This can be downloaded from your RingCentral account. Look for the Tools section after login. Microsoft.Net Framework version 3.5 should be installed on the agent desktop (downloadable from this link). First uninstall any previous version of the RingCentral App. Make sure that system has.net 3.5 installed, with all the latest security patches. Make sure that the latest RingCentral Softphone is installed on the system, and that you have run it at least once. Run the App Installer as Administrator of the PC. Once the installation is completed, ensure that both the RingCentral Softphone and RingCentral Call Center for Salesforce.com are running. If required, start them from the Start menu of Windows. To check if installation is ok, right-click on the system tray icon of the adapter. Login to Salesfroce.com as the user, and login to the RingCentral App for Salesforce with RingCentral username/password. The App interface is displayed in the left navigation panel of Salesforce UI (which sometimes may be hidden). 19

20 RingCentral Call Center for Salesforce Administrator Guide Troubleshooting Troubleshooting Q: the RingCentral Call Center UI is not visible in the Salesforce interface for some profiles. What is the problem? Does it require some special permission? A: No, Softphone does not require any special permissions and it should work for all out-of-the-box Salesforce user profiles. It is possible that you have added some custom component to the layouts and the JavaScript in those component is interfering with the Softphone layer. To solve this, temporarily disable all customizations that have been applied to the left navigation sidebar component, and once you see the Softphone UI rendered; enable the customizations one by one to pinpoint the piece that is creating the issue. Contact the developer of that component to fix the issue. Q: If the incoming number does not match any record, the pop-up page says Insufficient Privileges. A: Add access to the Visualforce page "CreateNewObjectANI" to all profiles/ users in the organization. Q: Users are receiving a "Do you want to view only the webpage content that was delivered securely" Security Warning in Internet Explorer when they use the RingCentral Salesforce.com Adapter application. A: This warning is a "Mixed Content Warning". It indicates that you are accessing Salesforce.com over HTTPS, but communicating with the App over HTTP. (Figure 15) Figure 15 To fix this, you will need to change the security settings for the Internet Explorer. To edit the Internet Explorer security settings: 1. First click on the gear icon on the top right of the IE window, then from the dropdown menu click Internet Options. 2. Select the Security tab at the top of the pop-up window. Select Internet and click Custom level. 3. Scroll about halfway down the list until you see the Miscellaneous section. 4. Under this section you will see the option to set permissions for Display mixed content. Change this Enable. 5. Repeat steps 3 to 6 for the Local Intranet and Trusted Sites zones. 6. Make sure localhost and your Salesforce website are not added to the Restricted Sites zone. 22

21 RingCentral Call Center for Salesforce Administrator Guide Troubleshooting Figure 17 Figure 16 22

22 RingCentral Call Center for Salesforce Administrator Guide Troubleshooting Q: I don t see any new tab/ window opens on incoming calls. A: Please ensure that pop-ups are not blocked by browser settings or some other Pop-up blocker software installed on your desktop. A: The configurations may not have been picked up. Restart the App and the RingCentral Softphone. A: The optional features described in Pages of this document may not have been implemented. A: In your RingCentral account, ensure that the Softphone is set up to be notified of the incoming calls in the call forwarding rules settings. Q: Click-to-dial is supposed to ring my Softphone first, and then ring the called party. Then why is my Softphone not ringing? A: For your softphone to ring, it needs a Digital Line. Virtual lines are not compatible with click-to-dial feature. Check your RingCentral account configuration to assign a digital line to the Softphone. Q: Incoming calls to my RingCentral Direct Number forward to my mobile phone, but click-to-dial calls aren t ringing on my mobile number. A: Click-to-dial calls will not implement the forwarding rules. Only the incoming calls are forwarded based on forwarding rules. Q: On logging into the Softphone, users are getting error message Your RingCentral account does not include Salesforce integration. Please contact your RingCentral system administrator. What is that? A: Not all RingCentral accounts have the ability to use this feature of Salesforce integration. You may have to upgrade your account to be able to use this feature. Please contact your RingCentral representative for more information. Q: Can I use the same App across multiple Salesforce.com instances (or "orgs")? A: The same App can be used across as many orgs as you want as long as the user is not logged into two or more orgs simultaneously. Simultaneous logins are not supported RingCentral, Inc. All rights reserved. RingCentral, RingCentral Office, RingCentral Meetings, and the RingCentral logo are registered trademarks of RingCentral, Inc. Other third-party marks and logos displayed in this document are the trademarks of their respective owners V1 4 22