Contents
- Introduction
- Integration Steps
- Prerequisites
- Installing a Managed Package
- 1 Configuring Call Center Parameters
- Enabling Single Sign-On
- Enabling Access to SFDC Data 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
Configuring Call Center Parameters
Step 1: Manage your call centers in Salesforce.
- In Salesforce, navigate to Setup.
- Click Customize > Call Center > Call Centers > Manage Call Centers.
- If the Introducing Salesforce CRM Call Center splash page appears, click Continue.
Step 2: Launch the Bright Pattern Integration app.
- Click Edit “BrightPattern Integration”. This is one of the apps deployed with the package.
Step 3: Update your tenant access URL details.
- In Call Center Details, modify the following Bright Pattern Contact Center Agent Desktop URL by replacing <tenant-name>.<service-provider-domain-name> with your Bright Pattern Contact Center tenant access URL (refer to the example): https://<tenant-name>.<service-provider-domain-name>/agentdesktop?enableSFOpenCTI=1&sflogin=1&apexClass=BrightPattern.CSIMIntegration
- Modify the Tenant URL by replacing example.com with your fully qualified tenant URL (e.g., example.brightpattern.com).
Step 4: Check phone number prefixes.
Make sure that Outside Prefix is set accordingly to the current Dial-out entry in the Bright Pattern Contact Center tenant configuration. This prefix will be added by Salesforce to any number that will be dialed using the “Click-To-Call” feature.
Step 5: Assign Salesforce.com (SFDC) users to the call center.
- From Setup, click Customize > Call Center > Call Centers.
- Click the name of the call center to which you want to assign users.
- In the Call Center Users related list, click Manage Call Center Users.
- Click Add More Users.
- Specify criteria to find the users who should be assigned to the call center.
- Click Find. Note that all users who already belong to a call center will be excluded from the search results because a user can be assigned to one call center at a time only.
- Select the checkbox next to each user who should be assigned to the call center, and click Add to Call Center.
Note: To re-assign a user to another call center, first remove this user from the currently assigned call center and then add the user to the desired call center. You can view the currently assigned call center in the “User” detail page.
Step 7: Confirm that the new call center is correct.
Return to the newly created call center; the result should be similar to the one shown.
