PDF Pureconnect for Salesforce Integration Administrator's Guide

PureConnect for Salesforce Integration

Administrator's Guide

2018 R1 Last updated November 9, 2017 (See Change Log for summary of changes.)

Abstract

This document describes the setup and configuration of the PureConnect integration with Salesforce.

Copyright and Trademark Information

Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the "Spirograph" logo design are registered trademarks of Genesys Telecommunications Laboratories, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?1997-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Dialer and Interaction Scripter are registered trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2000-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Messaging Interaction Center and MIC are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2001-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Director is a registered trademark of Genesys Telecommunications Laboratories, Inc. e-FAQ Knowledge Manager and Interaction Marquee are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2002-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Conference is a trademark of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2004-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction SIP Proxy and Interaction EasyScripter are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2005-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Gateway is a registered trademark of Genesys Telecommunications Laboratories, Inc. Interaction Media Server is a trademark of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2006-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Desktop is a trademark of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?20072017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2009-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Analyzer is a registered trademark of Genesys Telecommunications Laboratories, Inc. Interaction Web Portal and IPA are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2010-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Spotability is a trademark of Genesys Telecommunications Laboratories, Inc. ?2011-2017. All rights reserved. Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of Genesys Telecommunications Laboratories, Inc. Interactive Intelligence Communications as a Service and Interactive Intelligence CaaS are trademarks or service marks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2012-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Genesys Telecommunications Laboratories, Inc. Bay Bridge Decisions and Interaction Script Builder are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2013-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Collector is a registered trademark of Genesys Telecommunications Laboratories, Inc. Interaction Decisions is a trademark of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2013-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ?2014-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. The veryPDF product is ?2000-2017 veryPDF, Inc. All rights reserved. This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at . A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases. Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies.

DISCLAIMER

GENESYS TELECOMMUNICATIONS LABORATORIES (GENESYS) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY GENESYS SOFTWARE BY GENESYS, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING GENESYS TOOLS, TRAINING OR METHODS DOCUMENTED BY GENESYS.

Genesys Telecommunications Laboratories, Inc. 2001 Junipero Serra Boulevard Daly City, CA 94014 Telephone/Fax (844) 274-5992

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Table of Contents

Chapter 1: About PureConnect for Salesforce ............................................ 6 Key features ..............................................................................................6 Supported interaction types ......................................................................6 Customer Interaction Center (CIC).............................................................6 Salesforce Object Routing Connector ..........................................................6 Language support ....................................................................................6 PureConnect for Salesforce architecture ........................................................7 PureConnect for Salesforce softphone ...........................................................7 Administrator Requirements.........................................................................8 For CIC premise operations .......................................................................8 For PureConnect Cloud operations..............................................................8

Chapter 2: Set up the PureConnect for Salesforce integration ................... 9 Get Started................................................................................................9 Set up the integration for the first time .........................................................9 Install or Upgrade the managed package ....................................................9 Add a PureConnect Call Center Settings tab in Salesforce .............................9 Set up a call center for PureConnect in Salesforce...................................... 10 SSO support in Internet Explorer ................................................................ 18 Nginx ................................................................................................... 18 Apache ................................................................................................. 19 IIS ....................................................................................................... 19 Upgrade the integration............................................................................. 19 Upgrade from version 2.3 or earlier of the managed package ...................... 20 Migrate to a new call center definition ...................................................... 20 Add a new tab in Salesforce .................................................................... 20 Populate the PureConnect Call Center Settings tab..................................... 21 Assign users to the call center ................................................................. 21

Chapter 3: How to migrate to PureConnect for Salesforce Lightning ....... 22 Overview of PureConnect for Salesforce in the Lightning Experience ............... 22 Migration Steps from Salesforce Classic to Salesforce Lightning ...................... 22 Migrate Call Center settings .................................................................... 22 Move users to the new PureConnect for Salesforce Lightning Call Center ...... 24 Enable the Open CTI softphone ............................................................... 27 Troubleshooting..................................................................................... 28

Chapter 4: How to upgrade to PureConnect for Salesforce ...................... 29 Salesforce Desktop and the Salesforce Web integrations ............................... 29 Prerequisites for upgrading to PureConnect for Salesforce.............................. 29 Set up the integration ............................................................................... 30 Configure the integration ........................................................................... 30 Side-by-side use with a CIC client............................................................... 31

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More considerations for PureConnect Cloud customers ................................. 31 Chapter 5: Configure Interaction Dialer................................................... 32

Types of Interaction Dialer Campaigns ........................................................ 32 Preview ................................................................................................ 32 Predictive.............................................................................................. 32 Power................................................................................................... 32

Configuration Overview ............................................................................. 32 Requirements for Interaction Dialer with PureConnect for Salesforce ............ 33

Create scripts........................................................................................... 33 Configure script settings (Miscellaneous section)........................................ 33 Configure dispositions (Pages section) ...................................................... 34

Link scripts to campaigns .......................................................................... 35 Customize screen pops.............................................................................. 35 Chapter 6: Configure Salesforce Omni-Channel Presence Sync ............... 37 Omni-Channel Setup in Salesforce .............................................................. 37 Enable Omni-Channel sync and Map Statuses .............................................. 38 Chapter 7: Configure keyboard shortcuts ................................................ 41 Set up instructions for Salesforce admins .................................................... 41 Example using a keyboard shortcut............................................................. 42 Chapter 8: Screen pop ............................................................................. 44 Default screen pop behavior....................................................................... 44 Screen pop a Salesforce page .................................................................... 44 Screen pop multiple pages ......................................................................... 45 Screen pop a Salesforce search result ......................................................... 46 Format Salesforce URL for new record screen pop......................................... 47

Identify the URL .................................................................................... 47 Fill out new record data .......................................................................... 47 Format the URL ..................................................................................... 48 Example ............................................................................................... 48 Chapter 9: Advanced customization ........................................................ 50 Create click-to-dial ................................................................................... 50 Click-to-dial component .......................................................................... 50 Apex controller ...................................................................................... 50 Create custom interaction logs ................................................................... 51 More resources ...................................................................................... 52 Use the Salesforce activity record ID in CIC ................................................. 52 Integration Console Events ........................................................................ 52 Event Name: AUTO_ANSWER_ACD_INTERACTIONS ................................... 52 Event Name: AUTO_ANSWER_NON_ACD_INTERACTIONS, .......................... 52 Chapter 10: FAQs and Troubleshooting ................................................... 53 FAQs ....................................................................................................... 53 What is the Salesforce API average call rate in PureConnect for Salesforce? .. 53

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Why is a different interaction or call log sometimes selected after a page refresh in the Salesforce integration? ....................................................... 53 Why do I see a logon screen with no logon options? ................................... 53 How do I force station logoff after a fixed period of inactivity? ..................... 53 Why aren't certain status icons appearing? ............................................... 53 How does PureConnect for Salesforce behave in a server switchover situation? ........................................................................................................... 54 What reporting data does a Salesforce Activity record include for past interactions? ......................................................................................... 54 Which Salesforce objects can you associate to the call log? ......................... 54 Can a screen pop create a new Salesforce record? ..................................... 54 What happens to the screen pop if the ANI matches multiple Salesforce records? ............................................................................................... 54 When does the screen pop occur in Salesforce? ......................................... 54 Which Salesforce API does the CRM integration use? .................................. 54 Troubleshoot connection issues .................................................................. 55

Change Log...................................................................................... 57

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