Configuration

The Configuration page is used to enter the required Salesforce credentials and environment details, such as API keys. To ensure successful integration, complete the following fields that are displayed:

1. Channel – Displays the type of channel that is configured, such as Amazon and Cisco. You cannot edit this field.

2. Is Salesforce Classic? - Select this checkbox if your organization uses Salesforce Classic. If left unchecked, the configuration automatically applies to Salesforce Lightning, the default interface.

3. Prefix Number Click to dial - Add the dialing prefix to be added automatically when an agent clicks a phone number to initiate a call. It ensures that numbers are dialed in the correct format, such as adding country or area codes.

4. Suffix Number Click to Dial - Add a dialing suffix that is automatically appended to the phone number when an agent clicks to dial. It is useful for adding extensions or specific call termination codes required by the telephony system.

5. Omni Channel Integration - Enable this option to allow agents to handle interactions from multiple communication channels (within a unified interface. This applies only if your Workflow Routing is Service Cloud Voice.

6. Connector Api Class - Enter the API class that enables integration between Workspace and Salesforce, defining the methods for data exchange and communication with the connected application or service. This is a mandatory field, and its name follows a specific format:

       Format: Package name prefix + Apex class name

       Example: Acq_connect.SFConnectorApi

   Note:

   The Apex class used here was created during Stage 3 (Prerequisites) as part of the Salesforce Org setup. It contains the necessary logic to handle API interactions between Acqueon Workspace and Salesforce.

7. User Information Class - Enter the API class or data structure that manages user data, such as roles, permissions, and profile information, ensuring correct integration with your user directory or system. This is a mandatory field, and its name follows a specific format:
   Format: Package name prefix + Apex class name
   Example: Acq_connect.SFConnectorUserInfo

8. Timeout minutes – Set the cache duration time for the Salesforce session. The timer refreshes every time the cached value is accessed. If the value is blank or invalid, the default value is 1 minute.

9. Portal ID – Enter the Unique ID of your Salesforce organization that identifies the login/session of the Salesforce environment.

10. Organization Id - Enter the unique Salesforce ID that identifies your organization’s login/session environment.
    Example: 00DF000001xSgg

11. Workflow Routing – Select the required type of workflow integration as OpenCTI or Service Cloud Voice from the dropdown list.

Click Save & Next to navigate to the Connection process page.