Prerequisites

1

Install the following RPMs before installing and configuring Salesforce as explained in the forthcoming sections.

• Configurator

• Amazon Connect

• Campaign Manager

• Salesforce

Acqueon

2

A valid Service Console or Sales console License for the Agent / user.

Salesforce / Salesforce Partner

3

A valid Service Cloud Voice Partner telephony license to use the omni-phone for voice - for the agent / user.

Salesforce / Salesforce Partner

4

SCV with Amazon  Connect: https://help.salesforce.com/s/articleView?id=sf.voice_turn_on_parent.htm&type=5

SCV with Partner Telephony for Amazon Connect:

Configure the Partner telephony Contact Centerfor Amazon Connect.

• To create a new Amazon Connect instance and integrate https://help.salesforce.com/s/articleView?id=sf.voice_pt_amazon_setup.htm&type=5

• To integrate an existing Amazon Connect instance https://resources.docs.salesforce.com/238/latest/en-us/sfdc/pdf/support_voice_pt_amazon_connect.pdf

Salesforce / Salesforce Partner

5

Configure omni-channel for Voice. Enable the omni-phone in the utility bar for handling voice. https://help.salesforce.com/s/articleView?id=sf.voice_pt_setup_omni.htm&type=5

Salesforce / Salesforce Partner

6

Configurations to enable the agent to take Inbound voice calls using omni-phone.

Salesforce / Salesforce Partner

7

Configure the VoiceCall record to pop-up automatically for an Inbound and manual Outbound Call. https://help.salesforce.com/s/articleView?id=sf.voice_setup_create_vc_page.htm&type=5

Salesforce / Salesforce Partner

8

Select the Automatically accept work requests checkbox in the Presence configuration for all agents handling Outbound calls.

Note

Without enabling this setting, Acqueon Workspace cannot do a Screen Pop automatically.

https://help.salesforce.com/s/articleView?id=sf.service_presence_service_channel_settings.htm&type=5articleView

Salesforce / Salesforce Partner

9

Layout configuration of VoiceCall record page as per the customer requirements.

https://help.salesforce.com/s/articleView?id=sf.voice_setup_create_vc_page.htm&type=5

Salesforce / Salesforce Partner

10

Ensure you configure all Amazon agent states in the omni-phone in addition to the omni-phone chat and email states.

Salesforce / Salesforce Partner

11

Configure the following in the Partner telephony Contact Center settings:

• Contact center users – Add all agents who take outbound calls and possess a SCV license to the list. https://help.salesforce.com/s/articleView?id=sf.voice_setup_cc_add_users.htm&type=5

• Queue mapping – Configure if the customer requirement is to support blending (Inbound and Outbound calls taken by the same agent). https://help.salesforce.com/s/articleView?id=sf.service_map_queues.htm&type=5

• Contact center channels – Configure if the customer requirement is to support blending (Inbound and Outbound calls taken by the same agent). https://help.salesforce.com/s/articleView?id=sf.voice_create_phone_channel.htm&type=5

Salesforce / Salesforce Partner

12

To connect Acqueon Workspace admin to Salesforce:

• Salesforce org login URL for Acqueon Workspace to connect to the Salesforce org.

• Salesforce admin username with token (optional). The credentials need to be configured in the Acqueon Workspace admin to fetch the Salesforce objects, fields, and omni-phone states.

Salesforce / Salesforce Partner

13

Enable High Volume Outbound Communications (HVOC) in Amazon Connect for Call Progress Analysis (CPA). This is required if you use Predictive and Progressive pacing modes. https://docs.aws.amazon.com/connect/latest/adminguide/enable-high-volume-outbound-communications.html

Amazon / Amazon Partner

14

Disable Auto answer in Amazon Connect for all users using SCV. Handle Auto-answer via the Presence configuration settings in Salesforce. https://docs.aws.amazon.com/connect/latest/adminguide/enable-auto-accept.html

Amazon / Amazon Partner

15

Create all required agents, queues, routing profiles, Contact Flow, phone numbers in Amazon Connect. https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-contact-centers.html

Amazon / Amazon Partner