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By default, ContactWorld Vonage Contact Center uses the caller's CLID to locate the Salesforce record or records to pop. If enabled for your account, you can customize the data ContactWorld Vonage Contact Center uses to locate records for inbound interactions. This data must be the ID of a Salesforce record. The record can be of any Salesforce object type, including custom object types.
How do I customize the data
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Vonage Contact Center uses to
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locate Salesforce records to pop?
Retrieve the Salesforce record ID using a Data Connector applet or applets. ContactWorld Vonage Contact Center uses the record ID to construct and display a link in ContactPad to a Salesforce record. ContactWorld Vonage Contact Center might also open, or pop, the record in the browser. For more information about Salesforce record display and popping, see Salesforce record display and popping in Vonage Contact Center.
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Configure a Data Connector applet, or applets, to retrieve specific interaction-related data as part of the interaction plan before reaching the agent.
You can retrieve this data from different data provider APIs, including Salesforce. Each retrieved interaction-related data field is available throughout the duration of the interaction in the form of a data source. For information about using the Data Connector applet, see Data Connector applet.Configure an ACD applet that the interaction is routed through after the Data Connector applet or applets have retrieved the required data. For information about the ACD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. In the Salesforce Record Display section in the applet, perform one of the following steps:
- Turn the record display feature on. Choose a single data source, from the data sources previously retrieved by the Data Connector applet. The data source must be a valid Salesforce record ID to locate a Salesforce record.
- If the data source is retrieved successfully during the interaction, ContactWorld Vonage Contact Center uses the data source to locate a matching Salesforce record.
- If the data source does not exist, its retrieval fails, or if it is not a valid Salesforce ID, ContactWorld Vonage Contact Center defaults to using the CLID to locate a matching Salesforce record or records.
- Turn the record display feature off.
- If there is a single retrieved interaction-related data source that is a valid Salesforce record ID, ContactPad uses it to locate the Salesforce record.
- If there are multiple data sources where one of them is a valid Salesforce record ID, then ContactPad uses the valid Salesforce record ID to locate a matching Salesforce record.
- If there are no or multiple retrieved interaction-related data sources that are valid Salesforce record IDs, ContactPad defaults to using the CLID to locate a matching Salesforce record or records.Configure an ACD applet that the interaction is routed through after the Data Connector applet or applets have retrieved the required data. For information about the ACD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. In the Salesforce Record Display section in the applet, perform one of the following steps:
- Turn the record display feature on. Choose a single data source, from the data sources previously retrieved by the Data Connector applet. The data source must be a valid Salesforce record ID to locate a Salesforce record.