Virtual Contact Center

Virtual Contact Center Salesforce Multichannel Integration Configuration Guide Version 7.0 Revision 2.0

Copyright 2012, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. 8x8 is a registered trademark of 8x8, Inc. Salesforce is a registered trademark of Salesforce Corporation. Microsoft Internet Explorer is a registered trademark of Microsoft Corporation in the United States and other countries. All other trademarks, service marks, registered trademarks, or registered service marks are the property of their respective owner/s. All other brands and/or product names are the trademarks (or registered trademarks) and property of their respective owner/s.

Preface Use this document to learn about the configuration of Salesforce Integration with the Virtual Contact Center. About 8x8, Inc Contactual was acquired by 8x8, Inc in September 2011. Contactual, now part of 8x8 provides a better alternative to traditional call center technologies. With the acquisition, the OnDemand Contact Center is now renamed to Virtual Contact Center. The Virtual Contact Center is the fastest and easiest way to deploy a world class contact center. Virtual Contact Center makes it easy to manage all of your customer interactions phone, email and chat - through a single system. Our award-winning solution is 100% web-based and was developed by industry-leading designers to be extremely easy to use, thus speeding the adoption process for both agents and supervisors. The Virtual Contact Center includes all of the functionality you need to provide an exceptional customer experience: skills based routing, multi-media interaction management, IVR, CTI, case & contact management, call recording, real-time monitoring, desktop sharing, reporting, and much more. 8x8, Inc 810 W. Maude Avenue, Sunnyvale, CA 94085 USA SALES: 1.877.725.2621 SUPPORT: 1.866.975.2273 sales@contactual.com www.8x8.com/contactual i

Contents OVERVIEW... 1 Features... 1 INTEGRATION TYPES... 2 BROWSER REQUIREMENTS... 4 INSTALLATION REQUIREMENTS... 4 PREPARING SALESFORCE.COM FOR INTEGRATION... 4 INSTALLING SALESFORCE.COM INTEGRATION PACKAGE... 5 ACCESSING SECURITY TOKEN... 5 CHECKING API PERMISSION SETTINGS... 6 CONFIGURING VIRTUAL CONTACT CENTER INTEGRATION WITH SALESFORCE... 1 DEFINING SCREEN POP SETTINGS... 1 Understanding Screen Pop... 1 UNDERSTANDING AUTO LOG... 2 ENABLING AN AGENT ACCOUNT FOR INTEGRATION... 9 SETTING UP CLICK TO DIAL FUNCTIONALITY... 11 ENABLING CLICK TO DIAL FOR AGENT ACCOUNTS... 14 VERIFYING THE CLICK2DIAL LINK... 15 CONCLUSION... 15 ii

Overview Virtual Contact Center offers multichannel integration with Salesforce CRM. The integration supports phone, voicemail, chat, and email channels allowing you to access data from Salesforce CRM through an integrated Agent Console. Virtual Contact Center s ability to integrate with external CRM offers the following benefits: Provides out-of-the-box integration with minimal configuration. Increases agent productivity with integrated one-click dialing out of the CRM application. Informs an agent about the caller by popping the caller's account information to the agent as soon as a call is offered to an agent. Features The CRM integration allows you to perform your Salesforce account activities using the integrated Agent Console with the following features: Multi-media interaction support Fully integrated Agent Console Complete Telephony Integration Single Sign-On functionality Visibility to queue status and agent presence Availability of custom landing pages Screen Pop of the customer s CRM record during inbound interactions Integrated Chat Management Ability to save chat transcripts Click-to-Dial capability directly from native Salesforce account Ability for agents to toggle between the Agent Console and Salesforce accounts Support for Screen Pop for outbound campaign calls Support for screen pop for Web Callback transactions Creates Auto Logs for all transactions automatically 1

Integration Types Virtual Contact Center offers two types of integration: Legacy Integration: Pops records with matching Caller ID, Case ID, or Email ID from Salesforce CRM in the native interface in a separate browser window. Note: Legacy integration requires agents to initiate Salesforce CRM instance by selecting External CRM option from the Window menu. Agent Console with Legacy Integration Enhanced Integration: Pops records with matching Caller ID, Case ID, or Email ID and presents them in a custom format within the Agent Console. The screen pop is based on caller ID for phone calls, case ID for chats and email ID for email interactions. Enhanced integration also creates auto call logs, chat logs, and email logs. Agent Console with Enhanced Integration 2

The following table summarizes the differences between Legacy and Enhanced integration. Enhanced Signs into Salesforce account automatically. Provides three build in landing pages and a custom tab for launching native Salesforce interface. Supports Auto Log for Phone, Voicemail, chat and Email. Screen Pop Searches for account, contact and lead records with Phone field matching Caller ANI for Phone and Voicemail media Case numbers matching case ID for Chat media Email field matching Email ID for Email media Note: Screen Pop requires agents visibility to required objects. Fetches and presents multiple listings if the search retrieves multiple records. Allows opening a new window for each Screen Pop and controlling its occurrence. Supports customization of CRM work flow Legacy Manually initiate the Salesforce account. Opens the native Salesforce interface in a separate browser window. Does not support Auto Log for any media. Screen Pop Searches for account, contact and lead records with Phone field matching Caller ANI for Phone and Voicemail media Case numbers matching case ID for Chat media Note: Screen Pop requires agents visibility to required objects. Presents the first listing only. Presents the Screen Pop in the same browser window as the Does not support any customization. 3

Browser Requirements For optimal integration results, Agents, Supervisors, and Administrators must use Internet Explorer version 7.0 or later. Installation Requirements To enable your Salesforce CRM instance to interoperate with your Virtual Contact Center, you must have administrative access to: Salesforce CRM account Configuration Manager of Virtual Contact Center Preparing Salesforce.com for Integration To enable your Salesforce.com instance to interoperate with your Virtual Contact Center: Add the Virtual Contact Center integration package to your Salesforce.com administrative account. Secure a Salesforce.com security token to enable Salesforce users to login via API. Ensure the user profile settings in Salesforce allow API connectivity. 4

Installing Salesforce.com Integration Package To enable Salesforce to respond to Virtual Contact Center Screen Pop requests, you must install the supplementary Salesforce package SF_Contactual_Setup. To install the OnDemand Contact Centr plugin into Salesforce.com: 1. In a Web browser, in the Address Bar, paste the following URL: https://login.salesforce.com/?starturl=%2fpackaging%2finstallpackage.apexp%3fp0%3d04ta0000000pygj The web browser displays the Salesforce.com login page. 2. Login to Salesforce as an administrator. The Salesforce.com web site displays the Package Installer page. 3. In the Package Installer page, Click Continue. The Salesforce.com Package Installer page installs the plug-in. Salesforce can now process Screen Pop requests from your Virtual Contact Center. Installing Integration Package Accessing Security Token To login to Salesforce from an external network or via API or a desktop client requires a security token. A security token is an automatically generated key within Salesforce that is communicated to you along with your login credentials. You must add the security token to the end of your password to login to Salesforce. You may reset your security token any time. 5

To reset your security token: 1. Login to your Salesforce account. 2. Click Your Name > Setup > My Personal Information > Reset My Security Token 3. Click Reset My Security Token. The new security token is sent to your email address on your Salesforce user record. Checking API Permission Settings For some user roles in Salesforce, the API is not enabled by default. The integration can function if the user account enables API in its administrative permissions. To enable API: 1. Login to your Salesforce account 2. Go to Setup > Manage Users > Profiles 3. Select a user role and click Edit. 4. Scroll down to see the Administrative Permissions. 6

Modifying the User Profile in Salesforce 5. Check the API Enabled option. 7

Configuring Virtual Contact Center Integration with Salesforce Integrating Salesforce CRM with Virtual Contact Center requires: Enabling and defining Screen Pop settings in the Configuration Manager Enabling agent accounts for integration Defining Screen Pop Settings To enable Salesforce integration for a tenant, you have to configure screen pop settings in the Configuration Manager. The configuration requires you to select a target CRM, specify events that trigger screen population of customer data, and specify Screen Pop window properties in the Configuration Manager. An agent has to then save the login credentials of the external CRM account in the agent s profile. Integration enables searching for records containing phone data matching caller ID, and pops up the corresponding record/s for specific events. The events triggering a Screen Pop may be one or all of the following: An agent is offered an interaction An agent has accepted an interaction An agent has completed an interaction Understanding Screen Pop Screen Pop refers to the process of presenting customer data to an agent automatically during an interaction eliminating the need to manually search for the customer data. The process involves searching for Account, Contact and Lead records with: Phone field matching caller ANI (Automatic Number Identification) for Phone and Voicemail media Case numbers matching case ID for Chat media Email field matching Email ID for Email media and displaying the search results on the agent s screen Note: Screen Pop requires agents visibility to required objects. The Screen Pop applies to: Inbound transactions including phone, voicemail, chat and email media Outbound campaign phone transactions Web Callback transactions 1

If the search retrieves multiple records, the screen pop lists all matches in a table, and displays the details of the first record. If the search fails to find matching records, then pops a blank record to create a new customer record, or a case, or a new contact. Understanding Auto Log Termination of all interactions using the enhanced integrated Agent Console triggers an auto log. An Auto Log is a record that automatically logs transaction details of all interactions across all media and relates to an Account, or a Contact, or a Lead. For example, a call log includes information such as call duration, call answered time, call hang up time, transaction ID, and call type. Auto Call Log An auto log is created for Inbound transactions Outbound transactions Web Callback transactions Click to Dial transactions An inbound auto log automatically associates with the matching record, while the outbound auto log creates an independent task. 2

To define Screen Pop settings for Salesforce CRM: 1. Navigate to Integration > Screen Pop tab in the Configuration Manager. Integration, Screen Pop tab 2. Check Enable Screen Pop option. 3. Define the following Target Attributes. Target Attributes Target Type Integration Type Enable Customization Script URL Description The target CRM to integrate with. Salesforce Select from the two available integration types Legacy or Enhanced This option instructs a tenant to execute a custom XML Salesforce integration script using the specified Script URL. If Customization is enabled, the Script URL must contain a valid URL that points to the location of the custom script. Once the Script URL is specified and the Screen Pop page is 3

saved, all features and functionality of the standard integration are replaced with the custom functionality. Agents will see the changes with their next login. Use client login session to pop Check the Use client Login Session to pop option to enable support for the Salesforce security setting: Lock sessions to the IP address from which they originated. If enabled, the Agent Console automatically launches a Salesforce login window when the agent logs in to the Agent Console. If disabled, the agent must manually log in to Salesforce using the next tab of the same browser window used for the Agent Console session. 4. Define the attributes for Landing Pages. A Landing Page refers to the opening page of the CRM when you log in to Agent Console. Virtual Contact Center offers a custom tab and three build in landing page tabs: Custom tab: Allows you to land in any CRM page you specify. If you select this option you need to specify: Title: A name to show on the custom tab. For Example, My SalesDen URL: the landing URL when agent logs in to Agent Console. This field is automatically populated with the Homepage of your Salesforce. Modify this link to point to any other location. 4

Customers tab: Provides a custom landing page with a list of your accounts, and activity history. Cases tab: Lists all your cases, displays the most recent case details, and follow-ups if any. Emails tab: Provides the Virtual Contact Center CRM interface. 5

5. Define events that trigger a screen pop for a transaction. You can configure a screen pop of a corresponding record for the following events: a. when an agent is offered an interaction b. when an agent accepts an interaction c. when an agent ends an interaction A screen pop presents matching records or cases or emails for existing records or new records for new customers. 6. Optionally, open a new window for Screen Pop, and specify its size and position. Window Properties Open new window for Screen Pop Description This option allows agents to view Screen Pop of interactions in a standalone pop up window instead of opening new tabs within the Agent Console. If an interaction is connected to multiple records, a tab opens listing all matching records. You can click on a record to view the record details. If the option is disabled, launches the native CRM URL within the Agent Console. Along with this option, two more options are available: Use Single Window only Hide result listing if only one search result is found Use single window only: This option displays the Screen Pop in a new window and refreshes the same window to show new contact and call log information. If Screen Pop is triggered multiple events, the window refreshes for each event. If disabled, launches new contact and call log information in new windows. Hide result listing for single search result: If an interaction fetches multiple matching records, a browser tab lists all matching records in a tabular format. Clicking on a record shows the record details. 6

Window Properties Description If this option is enabled, an interaction fetching a single matching record opens the record details in a new window and hides the result listing tab as shown below. Note: With this option enabled, if an interaction matches multiple records, a tab opens with all the resulting records listed. If the CRM window is collapsed, it expands automatically. If this option is disabled, the matching single record lists in a tab in addition to opening in a new window. Show Toolbar Selecting Yes displays the Internet Explorer toolbar at the top of the stand-alone popup window. Selecting No displays the window without the Internet Explorer toolbar. Note: Show toolbar is not supported on IE9. Size and Position Specify exact dimensions of the Screen Pop window and its position on the screen. In the width and height text entry areas, enter the size of the screen pop window in pixels. In the top and left text entry areas, enter the screen position of the screen pop's upper-left corner in pixels. 7

Note: The configuration of Screen Pop window properties may be controlled by agents from the Agent Console if the administrator extends this capability to agents. Agent Profile> External Setup tabs 7. Save your configuration settings. With the Screen Pop configuration in the Configuration Manager complete, you are now ready to set up the Agent Console for integration. 8

Enabling an Agent Account for Integration To enable agent accounts for Salesforce Integration, agents must save their Salesforce login credentials in the profile. Salesforce requires you to append security token to the password for security purposes. To enable an agent account for Integration: 1. Login to Agent Console. 2. Navigate to Profile. 3. Scroll down to the External Setup area. The External Setup provides three tabs. 4. Enter your Salesforce login Id, and password in the Authentication tab. Note: You must append the security token to the password. For example, if your password is mycode, and your security token is xxxxx, then you must enter mycodexxxxx to login. Agent Profile Agent Profile > External Setup Tabs 5. Click the Screen Properties tab to view or change the settings 6. Click the Window Properties tab to view or redefine the Screen Pop window properties. 9

7. Save your settings. You are automatically signed into your Salesforce account. Enhanced Salesforce Integration If you setup to open a new window for Screen Pop, a window pops logging you to Salesforce account. You can perform all your Salesforce account activities from within the Agent Console. Based on the settings, when an incoming call, or chat, or an email is offered/accepted/completed, the matching record/s pop in the same window as the Agent Console, or in a new window. For details on processing interactions within the Salesforce integrated Agent Console, refer to Salesforce Integration - Agent Guide. 10

Setting up Click to Dial Setting up Click to Dial Functionality Virtual Contact Center offers Click to Dial API, which allows you to click custom hyperlinked phone numbers in CRM records to initiate outbound calls from the native Salesforce interface. This eliminates the need to enter an outbound phone number in the Agent Console Control Panel. The typical usage of Click-To-Dial is to create clickable hyperlink on CRM record to dial out on corresponding customer phone number. Setting up a Salesforce account to use Click to Dial functionality requires following configuration: 1. Creating a new custom link to trigger Click to Dial 2. Editing the Object Page Layout to include the custom link. 3. Enabling Click to Dial for agent accounts in the Configuration Manager To set up the Click to Dial functionality: 1. Login to Salesforce account. 2. Select Setup > App Setup > Customize. 3. Select a tab. For example, Lead. 4. Select Lead > Buttons and Links 5. Click New from the Custom Buttons and Links section. 11

Setting up Click to Dial Creating a custom link 6. Enter the following attributes: Attribute Name Label Name Description Display Type Description The text displayed for the custom button or link. The unique name to reference the button or link. A brief notes for administrators Determines the type of custom link or button. Select Detail Page Button: Adds a button to the custom Buttons section of your page layout. Behavior Content Source Content Determines the outcome of clicking the button or link. Select Display in new window. Select URL to show the content of the button. Enter the content of the button for the URL. This varies based on the platform of your tenant. For example: https://na3.mycontactual.com/agui/make_call.php?prefix=&phone={!lead.phone} 7. Click Save to save the custom button. 12

Setting up Click to Dial The next step is to edit the page layout of the object to include the custom link. This step enables the custom link to show in the object page layout. To edit a page layout: 8. Go to Setup > <Object> > Page Layouts 9. Select a page layout and click Edit. 10. Select Buttons from the top left of the edit layout page. 11. Drag and drop the Click2Dial link that you created above to the Custom Links section. 13

Setting up Click to Dial 12. Click Save to save changes to the page layout. Enabling Click to Dial for Agent Accounts To activate the Click to Dial functionality for an agent in Virtual Contact Center: 1. Login to the Configuration Manager. 2. Click Agents from the left-side navigation bar 3. Select an agent, click Edit 4. Click Access tab Configuration Manager > Agents > Access Tab 5. Check the Activate Push2Dial option. 6. Click Save. 7. Repeat this procedure for each Virtual Contact Center agent account that integrates with Salesforce and uses Click to Dial feature. 14

Setting up Click to Dial Verifying the Click2Dial link Now, when you login to Agent Console, and open a lead record, you will see the Click2Dial link. Clicking this link places an outbound call to the phone number tied with the record. Conclusion 8. Log in to Agent Console as an agent. 9. Open a customer record in Salesforce native interface. 10. Locate and click the Click2dial link. 11. The agent phone rings. Answer the phone to dial out to the customer phone indicated in the record. The configuration instructions provided in this guide enables you to set up your Salesforce Integration with Virtual Contact Center. To learn about working with the integrated Agent Console, refer to the Salesforce Integration Agent Guide*. *Updated Guide Coming Soon 15