Must-do tasks
For new installations, to prepare all versions of Connect you must perform the following tasks:
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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.
9. 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.
Configure 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).
Configure 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.
Remove 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.
Automate 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.