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When you have installed Connect onto the installed Connect into your host Salesforce Org, configure the Dialer before you start using ityou must perform several configuration tasks before you start using it.

As you configure connect, refer to this checklist to ensure that you complete all the required tasks. We recommend that you complete the tasks in the order presented.

Printable version of the checklist: ConfiguringConnect.pdf

Must-do tasks

For new installations, to prepare all versions of Connect you must perform the following tasks:

Image Added1. Configure custom settings

To ensure that Connect can access ContactWorld, you must configure some settings in Salesforce. For information about configuring custom settings required by Connect, see Creating or editing custom settings for Connect.

Image Added2. Add Connect to your home page

When you install version 3.0 or later of Connect, you will have a new home page component in your organisation. You must make this component available to enable agents to make calls to dial entries assigned to them. For information about adding Connect to your home page, see Adding Connect to your home page.

Image Added3. Add Connect to Service Cloud

To use Connect in a Salesforce console, you must first create a new custom console component, and then add the component to the console. Using this component, agents can make calls in console mode. For information about creating and adding the component, see Adding Connect to Service Cloud. If you do not use a Salesforce console, you can skip this task.

Image Added4. Add Dial List description to page layout

To make the Dial List description available to agents while making calls, you must add the description to the appropriate page layout or layouts. For information about adding the Dial List description, see Adding Dial List description to page layout.

Image Added5. Set up Create Dial List buttons

To enable you to create Dial Lists from selected objects in a view, you must add a Create Dial List button to the view or views. Firstly you must create the button and then you must add it to the view or views. For information about creating a Create Dial List buttons and adding the button to a view or views, see Setting up a Create Dial List button.

Image Added6. Add custom buttons to Dial List views

Using Connect, you can upload a Dial List from a CSV file or create a Dial List from a report. To use these features, you must add two buttons to the Dial List Lists View. For information about adding the buttons, see Adding a custom button to a Dial List view.

Image Added7. Enable custom object Dial Lists

When you create a Dial List you must specify the type of object that is included in the list. By default you can create Dial Lists of Contact, Lead, Case, Campaign Member, Account, and Opportunity types. If you want to create a Dial List for a custom object, you must enable Dial Lists for that custom object. For information about enabling Dial Lists for custom objects, see Enabling custom object Dial Lists.

Image Added8. Set up users, permissions and sharing rules

For supervisors and agents to fulfill their tasks in Connect, you must give them the correct access. For information about the access they require, see Setting up users, permissions and sharing rules.

Image Added9. Enable agents to use Connect

For information about enabling agents to use Connect, see Enabling an agent to use Connect.

Optional tasks

You can optionally further customize your installation of ContactWorld for your organization by configuring the following features.

Image AddedConfigure disposition codes (call actions)

Installing Connect provides a default list of disposition codes. You can add new disposition codes to this list. For information about adding disposition codes, see Configuring disposition codes (call actions).

Image AddedConfigure dynamic Dial List settings

If dynamic Dial Lists are enabled for your account, you can configure the number of Dial Entries that Connect creates and how often Connect refreshes Dial Lists. For information configuring dynamic Dial List settings, see Configuring dynamic Dial Lists.

Image AddedRemove the Clone button

If you are using Dial List and Dial List Entry page layouts that have a Clone button, the Clone button is redundant. For information about removing the clone button, see Removing the Clone button.

Image AddedAutomate callback numbers

To configure the callback number presented to the person an agent is calling, you must create an Apex class that implements the NVMContactWorld.ISelectPresentedClid interface. For information about this feature, see Automating callback numbers in Connect.

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