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    RingCentral Call Center for Salesforce

    Administrator Guide

  • RingCentral Call Center for Salesforce | Administrator Guide | Introduction

    2

    Contents

    Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

    About RingCentral Call Center for Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

    About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

    Setting up the Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

    Step 1: Create a Call Center Definition File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

    Step 2: Import Call Center Definition to Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

    Step 3: Add Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Setting up Softphone Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

    Step 1: Create a New Softphone Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

    Step 2: Add New Objects to the Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

    Step 3: Configure Search Results Display Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

    Step 4: Assign Softphone Layout to Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

    Step 5a (Optional): Visualforce Page to Create New Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

    Step 5b (Optional): Update Search Results Display Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

    Installing the Client Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

    Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

    Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

    Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

  • RingCentral Call Center for Salesforce | Administrator Guide | Introduction

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    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.

    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.

    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

    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

  • RingCentral Call Center for Salesforce | Administrator Guide | Setting up the Call Center

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    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)

    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”.

    Step 2: Import Call Center Definition to Salesforce

    Go to Setup > Visualforce Pages and click the Preview icon next to the OpenCTIIndex999 page. (Figure 1)

    RingCentralTA

    RingCentral TA

    RingCentral Telephony Adapter

    RingCentralTA.RingCentralTA.1

    4.0

    http://localhost:11000

    Figure 1

    http://localhost:11000/

  • RingCentral Call Center for Salesforce | Administrator Guide | Setting up the Call Center

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    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

  • RingCentral Call Center for Salesforce | Administrator Guide | Setting up the Call Center

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    Figure 3

    Step 3: Add Users

    Now add users to this Call Center using the “Manage Call Center Users” button (Figures 3, 4, 5)

  • RingCentral Call Center for Salesforce | Administrator Guide | Setting up the Call Center

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    Figure 4

  • RingCentral Call Center for Salesforce | Administrator Guide | Setting up the Call Center

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    Figure 5

  • RingCentral Call Center for Salesforce | Administrator Guide | Set up Softphone Layout

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    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

  • RingCentral Call Center for Salesforce | Administrator Guide | Set up Softphone Layout

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    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).

    Figure 7

    Figure 8

    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.

  • RingCentral Call Center for Salesforce | Administrator Guide | Set up Softphone Layout

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    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).

  • RingCentral Call Center for Salesforce | Administrator Guide | Set up Softphone Layout