Multichannel Connect for Salesforce CRM Integration Guide

Transcription

1 Multichannel Connect for Salesforce CRM Integration Guide Version 6.6 8x8 Proprietary

2 Copyright 2010, Contactual, Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Contactual is a registered trademark of Contactual, Inc. Version 6.6 ii

3 Preface Use this document to integrate your OnDemand Contact Center with a Salesforce.com CRM. Contactual, Inc Now part of 8x8 Inc 810, W.Maude Avenue Sunyvale, CA USA DIRECT: SUPPORT: Sales@Contactual.com Version 6.6 iii

4 Contents Overview of Integrating with Salesforce.com... 1 Technical Requirements for Salesforce Integration... 2 Preparing Salesforce.com For Integration... 3 Installing the Salesforce.com Integration Package... 3 Before You Begin... 3 Generating Salesforce.com Security Tokens... 4 Integrating a Contactual Tenant With Salesforce.com... 5 Configuring Screen Pop for Salesforce.com... 5 Integrating Agent Desktop with Salesforce.com... 8 Enabling Agent Desktop to Access Salesforce.com... 8 Before you Begin... 8 Version 6.6 iv

5 Overview of Integrating with Salesforce.com Version of the Contactual OnDemand Contact Center includes a new and enhanced level of integration with Salesforce CRM the Contactual Multichannel Connect for Salesforce CRM. One of the primary benefits of this approach is there is no software to install or configure on the agent s desktop. As a result the agent is free to work from any computer (for example, office or home), no special firewall ports need to be opened, and the agent s desktop can be locked down with no privileges to install software applications. In addition, the Contactual Multichannel Connect for Salesforce CRM provides capabilities that help call center agents, supervisors, and administrators work more efficiently. The Contactual Multichannel Connect for Salesforce CRM has the following advantages: Multi-media Interaction Support. Contactual supports multiple interaction mediums. This provides maximum flexibility to the administrator/supervisor for routing all forms of customer interactions to the appropriate agent right away. Comprehensive monitoring and reporting capabilities are also available across each media format. Visibility to Queue Status and Agent Presence. Contactual provides real-time visibility to queue statistics as well as the agent presence information and not just supervisors or administrators all contact center personnel can immediately access this important information. Integrated Agent Desktop is Phone Agnostic. With Contactual Agents can use any type of phone cell, traditional landline, VoIP desk phone, or VoIP softphone. Agents can accept calls anywhere making it easy for contact centers to deploy remote or home-based agents, or adapt quickly to natural disasters, pandemics, or any other situation that impedes agents from being physically present at the center Advanced Salesforce Integration Features Supporting certain advanced features like saving a call recording in the Salesforce object and saving chat transcripts in a Salesforce case is only possible with Contactual Multichannel Connect for Salesforce CRM. Version 6.6 1

6 Technical Requirements for Salesforce Integration For optimal results, Agents, Supervisors and Administrators must use Internet Explorer version 6.0 or higher. Version 6.6 2

7 Preparing Salesforce.com For Integration To enable your Salesforce.com instance to interoperate with your OnDemand Contact Center, you use a Salesforce.com administrator account to: Add the OnDemand Contact Center integration package to your Salesforce.com account. Acquire a Salesforce.com security token to enable Agent Desktop accounts to access your Salesforce.com account. The procedures in this section assume that you are your company's Salesforce.com administrator. Installing the Salesforce.com Integration Package To enable Salesforce.com to properly respond to OnDemand Contact Center Screen Pop requests, your Salesforce.com administrator must install the supplementary Salesforce package SF_Contactual_Setup. Before You Begin The procedure in this section requires a Salesforce.com administrator account and password. To install the OnDemand Contact Center plugin into Salesforce.com: 1. In a Web browser, in the Address Bar, paste the following URL: The Web browser displays the Salesforce.com login page. 2. In the Salesforce.com login page, log in as an administrator. The Salesforce.com Web site displays the Package Installer page. 3. In the Package Installer page, click Continue. The Salesforce.com Package Installer page installs the plugin. Salesforce.com can now process Screen Pop requests from your OnDemand Contact Center. As a Salesforce.com administrator, you must also generate the security token that agents need to connect their Agent Desktop account to Salesforce.com. Version 6.6 3

8 Generating Salesforce.com Security Tokens To enable an OnDemand Contact Center Agent Desktop account to connect to Salesforce.com, that account requires a Salesforce.com security token. For information about creating and managing Salesforce.com security tokens, see the Salesforce.com online documentation. For information about adding a Salesforce.com security token to an Agent Desktop account profile, see Enabling Agent Desktop to Access Salesforce.com, on page 8. Version 6.6 4

9 Integrating a Contactual Tenant With Salesforce.com To enable your OnDemand Contact Center to interoperate with a Salesforce.com host, you use the Contactual Configuration Manager to configure the Screen Pop feature. The procedures in this section assume that you are familiar with logging in to the Configuration Manager, and with Configuration Manager pages and tabs. For more information about the Configuration Manager, see the Contactual Configuration Manager Guide. Configuring Screen Pop for Salesforce.com Perform the procedure in this section to configure the OnDemand Contact Center Screen Pop feature to interoperate with Salesforce.com. The procedure in this section assumes that you have performed the procedure in Installing the Salesforce.com Integration Package, on page 3. To configure Screen Pop to interoperate with Salesforce.com: 1. Display the Screen Pop tab. In the Configuration Manager, in the Configuration menu, click Integration then click the Screen Pop tab. The Configuration Manager displays the Screen Pop tab. By default, the Screen Pop tab's options are disabled. 2. In the Screen Pop tab, select Enable Screen Pop. The Configuration Manager enables the Screen Pop tab's options. Version 6.6 5

10 Figure 1: Configuration Manager, Integration page, Screen Pop tab 3. Select when to display a Salesforce.com page. In the Trigger A Popup Window area, in For these events, choose one or more interaction states. Choices are When Agent is offered transaction, When Agent accepts transaction, and When Agent completes transaction. 4. Select what types of interaction to display in a Salesforce.com page. In the Trigger A Popup Window area, in For These media, choose one or more interaction types. Choices are Phone, Voice Mail, Chat, and To display Salesforce.com integrations in the Agent Desktop window, Tools panel, in the Integration Type list, choose Enhanced. Because the Agent Desktop browser windows will contain the Salesforce.com page, in the Screen Pop tab, the Configuration Manager does not enable the Window Properties area. 6. To display Salesforce.com integrations in a separate browser window and maintain legacy integration functionality: a. In the Integration Type list, choose Legacy. Version 6.6 6

11 The Configuration Manager enables the Windows Properties area. b. To display the browser toolbar in the browser window that contains the Salesforce.com page, in the Window Properties area, in Show toolbar, select yes. c. To specify the display characteristics of the browser window that contains the Salesforce.com page, in the Window Properties area, in Size and position, specify the width, height, top edge, and left edge of the browser window that contains a Salesforce.com page. 7. Click Save. The Configuration Manager saves your changes. To enable Salesforce.com integration for a specific contact center agent, you must also configure each Agent Desktop to interoperate with Salesforce.com. Version 6.6 7

12 Integrating Agent Desktop with Salesforce.com To enable an Agent Desktop account to interoperate with Salesforce.com, in the Agent Desktop, use the My Profile tab to configure the agent account's External username and External Password text entry areas. The procedures in this section assume that you are familiar with logging in to the Agent Desktop, and with Agent Desktop pages and tabs. For more information about the Agent Desktop, see the Contactual Agent Desktop Guide. Enabling Agent Desktop to Access Salesforce.com Perform the procedure in this section to configure a Contactual Agent Desktop to interoperate with Salesforce.com. Before you Begin To perform the procedure in this section, you will need a valid Salesforce.com account name, password, and security token. To configure an Agent Desktop to interoperate with Salesforce.com 1. Log in to an Agent Desktop account, then display the My Profile tab. Version 6.6 8

13 Figure 2: Agent Desktop, My Profile tab If you have used the Configuration Manager to enable Salesforce.com integration in your OnDemand Contact Center, but you have not yet added the agent's Salesforce.com login and password to the My Profile page, then the Agent Desktop displays a message that it cannot connect to Salesforce.com. If this occurs, close the message box and continue to the next step. 2. Add the agent's Salesforce.com login credentials to the agent's profile. In the My Profile tab: In the External username text entry area, paste the agent's Salesforce.com login name In the External password text entry area, paste the agent's Salesforce.com password and security token as a single string. For example, if the agen't Salesforce.com password equals PassWord, and the Salesforce.com security token equals ty123356htgudha083hiwh3bkkqrdli6g, then in the External password text entry area paste: PassWordty123356hTgUDha083hiWH3BKkqrdli6g 3. Click Save. The Agent Desktop saves your changes. If you used the Configuration Manager to specify Enhanced Salesforce.com integration, a Salesforce.com page appears in the Tools panel. Version 6.6 9