Contents
- Introduction
- Integration Steps
- Prerequisites
- 1 Importing a Call Center Definition File
- Installing a Managed Package
- Configuring Call Center Parameters
- Enabling Single Sign-On
- Enabling SFDC Data Access from Scenarios
- Importing Calling Lists and Exporting Campaign Results
- Customizing SFDC Activity Objects
- Configuring SFDC Data Screen Pop for Outbound Preview Campaigns
- Frequently Asked Questions
- Searching for a contact using the Salesforce.com Search block
- Locating or Creating Screen Pop URLs for an SFDC Object
- Preventing the Salesforce.com screen pops from opening another tab
- Enabling the Service Console (or Service Cloud)
- Pausing and Resuming Recordings
- How to Remove SFDC Integration
Importing a Call Center Definition File
To configure a call center in Salesforce, you will need to define it using a call center definition file. Call center definition files are used to support the integration of the Salesforce CRM Call Center with multiple CTI vendors. The first instance of a call center record for a particular CTI adapter must be defined by importing the adapter’s call center definition file.
Upload This Definition File
When uploading your call center definition, be sure to upload the following XML, which is up to date for Bright Pattern Contact Center version 3.15 and higher.
Note that this call definition file includes item muteRecordingUrls, which allows supervisors working in the integrated Agent Desktop to pause agents’ screen recordings or mute the recordings of agents’ calls while agents are receiving sensitive data (e.g., credit card numbers).
Item reqSalesforceCompatibilityMode provides compatibility with Salesforce Lightning; without this item, Bright Pattern integration will not work in Salesforce Lightning.
<callCenter>
<section sortOrder="0" name="reqGeneralInfo" label="General information">
<item sortOrder="0" name="reqInternalName" label="Internal name">CSIMIntegration</item>
<item sortOrder="1" name="reqDisplayName" label="Display name">CSIM Integration</item>
<item sortOrder="2" name="reqAdapterUrl" label="Agent Desktop URL"></item>
<item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
<item sortOrder="4" name="reqSoftphoneHeight" label="Softphone height">300</item>
<item sortOrder="5" name="reqSoftphoneWidth" label="Softphone width">500</item>
<item sortOrder="6" name="custTenantUrl" label="Tenant URL (if different from AD URL)">example.com</item>
<item sortOrder="7" name="muteRecordingUrls" label="Mute Recording Urls"></item>
<item sortOrder="8" name="reqSalesforceCompatibilityMode" label="Salesforce Compatibility Mode">Lightning</item>
</section><section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
<item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix">9</item>
<item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix">1</item>
<item sortOrder="2" name="reqInternationalPrefix" label="International Prefix">011</item>
</section>
</callCenter>