Set Up a Call Center

Set up a Salesforce Call Center and assign values to the Call Center Settings. Then assign users to that call center. You cannot use call center features until you assign users to a call center.

Note

Ensure you have permission, in Salesforce, to manage a call center. Only then can you create a call center and assign users.

Create a Salesforce Application

This section describes how to create a Salesforce application.

1. From Setup, enter App Manager in the Quick Find box.

2. Select App Manager. You can view all the apps in your org from the App Manager.

3. Click New Lightning App and walk through the New Lightning App wizard.

4. In the App Details & Branding wizard, enter the following:

   1. Enter an App Name.

   2. Enter the Developer’s Name.

   3. Enter a Description for the app. The application displays this description alongside the app icon.

   4. Upload a Logo for your app using the Image button.

   5. Set a primary color for the app using the Primary Color Hex Value field.

5. Click Next.

6. In the App Options wizard**,** choose the type of navigation to use - Standard or Console.

7. In the Utility Items, add a utility bar for common processes and tools, like Recent Items, Notes, Dialer, Omni-Channel, and Open CTI.

8. In the Navigation Items wizard, customize the items that appear in the app’s navigation bar. Choose the items to include in the app and arrange the order in which they appear. Users can personalize the navigation to add or move items, but users cannot remove or rename the items that you add.

9. In the User Profiles wizard, assign the app to user profiles.

10. Click Save & Finish. Users can access the created app using App Launcher.

To update the app properties, click the dropdown list and select the action you want to perform.

Call Center Definition

The Call Center definition file specifies a set of fields and values that are used to define a call center in Salesforce for Acqueon Workspace.

Import a Call Center Definition File

1. From Setup, enter Call Centers in the Quick Find box.

2. Select Call Centers.

3. Click Import.

4. Next to the Call Center Definition File field, click Browse to navigate to the call center definition file created using the above content.

5. Click Open to enter the path in the Call Center Definition File field.

6. Click Import to import the file and return to the All Call Centers page.

Edit a Call Center Definition File

1. From Setup, enter Call Centers in the Quick Find box.

2. Select Call Centers.

3. Click the name of Call Center that you want to view.

4. Click Edit next to the name of the new call center to modify the call center settings.

5. Click Save.

To delete an old call center definition file, click Del.

Manage Call Center Settings

You can update call center properties in Salesforce using this feature.

1. From Setup, enter Call Centers in the Quick Find box.

2. Select Call Centers.

3. Click the name of Call Center that you want to view.

4. From the Call Center Detail page, you can perform the following activities:

   1. Click Edit to modify the properties of the call center.

   2. Update the Display Name and Description.

   3. Update the CTI Adapter URL.

   4. Update the Standby Url. This is the location where the secondary softphone is hosted. The standby softphone is used after the primary softphone reaches the timeout period and the notifyInitializationComplete() for Salesforce Classic method has not been called within the required timeout period. When you specify a standby URL, you must also specify the reqTimeout field.

   5. Enter the Standby Timeout. It is the time, in milliseconds, after which the standby URL is used to host the softphone. Before the timeout period has elapsed, the softphone displays a loading icon indicating that the softphone is initializing. When you specify a required timeout, you must also specify the reqStandbyUrl field.

   6. Click Delete to erase the call center record from Salesforce. When you delete a call center, all associated directory numbers are also deleted. Any users associated with the call center must be reassigned to another call center to continue using Salesforce CRM Call Center features.

5. Click Save.

Assign Users to a Call Center

You must assign users to call centers to enable them use the call center features.

To add a user to a call center in Salesforce CRM Call Center, follow the steps below.

1. From Setup, enter Call Centers in the Quick Find box.

2. Select Call Centers.

3. Click the name of Call Center that you want to assign the user to.

4. In the Call Center Users related list, click Manage Call Center Users.

5. Click Add More Users.

6. Specify search criteria to find the Salesforce users who you want to assign to the call center.

7. Click Find to display the list of Salesforce users that meet your search criteria.

   Note

   Users who already belong to a call center are excluded from search results. This is because a user can only be assigned to one call center at a time.

8. To add users, select the checkbox next to each user and click Add to Call Center.

Alternatively, you can change a user’s call center from the User page.

1. From Setup, enter Users in the Quick Find box.

2. Select Users.

3. Click Edit for any specific user.

4. Modify the Call Center field as appropriate. You can change the user’s call center by clicking the lookup icon (lookup) and choosing a new call center or you can remove the user from the current call center by deleting the call center name from the field.

For more information, see Managing Call Center Users.

Configuring Softphone Layout

This section explains how you can control call-related fields that are displayed and the Salesforce objects that are searched for a call.

1. From Setup, enter Softphone Layouts in the Quick Find box.

2. Select Softphone Layouts.

3. Click New to create a new layout or Edit to edit an existing layout.

4. In the Name field, enter a label that uniquely identifies your softphone layout definition.

5. In the Select Call Type pick list, choose the type of call (inbound or outbound) for which the user should use the currently displayed softphone layout.

6. In the Display these call-related fields section, click Edit to add, remove, or change the order of fields in the currently displayed softphone layout.

   1. To add a field to the softphone layout, select in the Available list and click Add.

   2. To remove a field from the softphone layout, select in the Selections list and click Remove.

   3. To change the order of a field in the softphone layout, select in the Selections list and click Up or Down.

7. In the Display these Salesforce Objects section, click Add/Remove Objects to add, remove, or change the order of links to call-related objects.

8. To configure Screen Pop, refer Screen pop configuration.

9. Configure softphone layouts for any remaining call types in the Select Call Type pick list.

10. Click Save.