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    RingCentral for Salesforce Classic

    [For version 6.3.0 and above]

    Administrator Guide

  • RingCentral for Salesforce Classic Administrator Guide Contents | |

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    Contents

    Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 About RingCentral for Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

    Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

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

    Installation and Setting up the Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Step 1: Install RingCentral for Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

    Step 2: Configure the Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Step 3: Add Users to the Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

    Setting up SoftPhone Layouts in Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Step 1: Set up a SoftPhone Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

    Step 2: Assign the SoftPhone Layout to Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

    Setting up Preset Call Dispositions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

    Share Report Folder with Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

    Admin UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

    Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

    Analytics Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

    Add RingCentral Call and SMS Options to Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . 30

    Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

  • RingCentral for Salesforce Classic Administrator Guide Introduction | |

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    Introduction

    About RingCentral for Salesforce

    RingCentral for Salesforce provides seamless integration

    between Salesforce.com and your RingCentral services to

    enable improved customer retention, greater agent

    productivity, and advanced business processes.

    Requirements Salesforce Edition:

    • Professional, Enterprise, Unlimited

    Other System Requirements:

    • RingCentral Office Premium and above

    • Windows XP+, Vista, Windows 7 and 8 - 32bit/64bit

    • MAC OS X 10.8 Mountain Lion+

    • IE11+ / IE Edge 38+/ Firefox 52+/ Chrome 56+/ Safari 6.0.5+ (Classic only)

    • RingCentral Softphone

    • .Net Framework 3.5

    • 10-digit phone system

    About this Guide

    This guide is specifically designed for System Administrators of t he

    Salesforce.com application. This guide is not intended for end users

    and does not provide any information on how to use the application or

    any related information. This Administrator guide will show you how

    to set up your Salesforce.com instance to enable your users to use

    RingCentral for Salesforce within their Salesforce.com interface.

    This Admin Guide for Salesforce Classic is specifically for RingCentral

    for Salesforce version 6.x. The Admin guide for Salesforce Classic for

    older (5.x) versions can be accessed from here. All related guides for

    RingCentral for Salesforce can be accessed from Salesforce

    AppExchange.

    https://netstorage.ringcentral.com/guides/sfdc_admin_guide.pdf https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EORsjUAH https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EORsjUAH

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

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    Installation and Setting up the Call Center

    Step 1: Install RingCentral for Salesforce

    Install RingCentral for Salesforce package from the AppExchange here. Click “Get It Now” to start the installation. Installation of this application requires an administrator login to Salesforce.com. See Figures1 through Figure7.

    Figure 1

    https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EORsjUAH

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

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    Figure 3

    Figure 2

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

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    Figure 4

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

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    Figure 7

    Figure 5 Figure 6

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

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    Step 2: Configure the Call Center

    Step 2.1 Go to Setup > Visualforce Pages and click the Preview icon next to the OpenCTIIndex page.

    Click here

    Figure 8

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

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    After the page opens in a new tab or window, copy its URL. For example, the full URL is: https://c.na78.visual.force.com/apex/OpenCTIIndex.

    Close the tab and return to Setup Home > Call Centers and click “Continue”.

    Figure 8A

    https://c.na78.visual.force.com/apex/OpenCTIIndex

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

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    Step 2.2 Paste the copied URL in the call center.

    Goto Setup Home > Call Centers, select the call center CloudPhoneApp v2 and click Edit. (Figure 8B) Paste the URL from OpenCTIIndex page to CTI

    AdapterURL; then click Save. (Figure 8C)

    In case you are not using a custom URL, follow the same steps and make sure the Salesforce POD# in the Call Center URL. “na78” in this example,

    mates with Call Center where Salesforce Org resides. Your Salesforce POD# is specified in the browser address bar after your login to Salesforce.

    (Figure 8D)

    Figure 8B

    Figure 8C

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

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    Salesforce POD#

    Figure 8D

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

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    Step 3: Add Users to the Call Center

    From here, you can add users to this Call Center using the Manage Call Center Users button, which opens the Manage Users screen.

    Figure 9

  • RingCentral for Salesforce Classic Administrator Guide Setting up Softphone Layouts in Salesforce | |

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    Note: If your users are added to another call center already, please first remove them from that call center before you try to add them in the

    Cloud Phone App.

    Figure 10

  • RingCentral for Salesforce Classic Administrator Guide Setting up Softphone Layouts in Salesforce | |

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    Setting up Softphone Layouts in Salesforce

    Step 1: Set up a Softphone Layout

    From the left-hand side menu, go to Setup > Customize > Call Center > SoftPhone Layouts and click the New button.

    In the Name field, fill in “RingCentral SoftPhone Layout” and select the Is Default Layout checkbox if you want this layout to be the default for all users.

    Figure 11

    Figure 12

  • RingCentral for Salesforce Classic Administrator Guide Setting up Softphone Layouts in Salesforce | |

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    In Screen Pop Settings:

    • In the first set, Screen pops open within, choose whether you’d like screen pops to appear in a new window or to overwrite the existing Salesforce.com

    window when a new call arrives.

    • For the second set, No matching records, if you’d like a new record to be created if there’s no match on an inbound call, select the Pop to New option and

    from the dropdown select the appropriate object you would like to be created when there is an incoming call from a number which does not match any

    existing record.

    • In the third set, Single-matching record, select the Pop detail page option.

    • In the fourth set, Multiple-matching records, select the Pop to search page. Now click the Save button on the top.

    Step 2: Assign the SoftPhone Layout to Users.

    Go back to the Softphone Layouts page (Figure 11) and click the Soft

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