Configuring Salesforce external routing for Vonage Contact Center

For more information about Salesforce external routing for Vonage Contact Center (VCC), see Vonage Contact Center omni-channel solution.

Prerequisites

• You must have installed and configured Vonage Contact Center in Salesforce. Your integration includes the ability for agents to use ContactPad within Salesforce, and may include the popping of related Salesforce records when a call is assigned to an agent in VCC or automating the recording of calls. For information about installing and configuring VCC in Salesforce, see Installing Vonage Contact Center into Salesforce and Configuring Vonage Contact Center in Salesforce.

• Salesforce Omni-Channel must be configured in your Salesforce org. For information about configuring Salesforce Omni-Channel, see Salesforce help.

• External Routing is enabled by default in your Salesforce org. If it is not enabled, you must enable it in the Salesforce org that contains the user that you link to VCC. For information about linking VCC to a Salesforce user account, see Linking Vonage Contact Center to a Salesforce account.

• VCC must be configured to assign interactions that arrive from Salesforce to agents. The configuration is contained within an interaction plan in Interaction Plans Architect. The interaction plan must route interactions to an ACD applet in skills-based mode, that is, a UCD applet. For information about creating an interaction plan, see Creating an interaction plan. If you're using Interaction Plans Manager with Interaction Plans Architect, you need to create an API destination and map that to the interaction plan. For information about using Interaction Plans Manager to create an API destination, see Using Interaction Plans Manager.

Limitations

Preparing your org

Before you can configure which interactions—or work items—you want to route and how, you must configure a few settings in VCC and Salesforce.

1. Enabling Salesforce external routing in VCC. For information, see the Enabling Salesforce external routing in VCC section later in this page.

2. Enabling Salesforce external routing in Salesforce. For information, see the Enabling Salesforce external routing in Salesforce section later in this page.

   1. Enable Salesforce Omni-Channel. For information, see the Enable Salesforce Omni-Channel section later in this page.

   2. Enable CTI adapter. For information, see the Enable CTI adapter section later in this page.

Enabling Salesforce external routing in VCC

In VCC, define where Salesforce will route interactions. Salesforce must route interactions to the interaction plans configured to handle such interactions.

In addition to defining the default interaction plan for your routed interactions, you can also define alternative plans for different queues. For example, you might want to define different routing scenarios for chats in different languages considering the agents' skills.

To define where Salesforce will route interactions, perform the following steps:

1. Log in to the VCC Admin Portal. For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.

2. From the VCC homepage, move your mouse pointer over the menu icons on the left of the page.
   In the menu that appears, click CRM Admin (within Business Apps), depending on which appears. If you cannot see CRM Admin and think you should be able to, contact support. CRM Admin appears.

3. In the External Routing Configuration section, click External Routing Configuration. External Routing Configuration appears.

4. Configure interaction plans within the Interaction plans section.

   • In Default interaction plan, select the default interaction plan or API destination. Salesforce will route external routing interactions to this interaction plan or API destination by default.

   • To route interactions from specific external routing queues to alternative interaction plans or API destinations, map the queues to different interaction plans in Alternative interaction plans.
     Select a queue in the Salesforce queue list, and then select an interaction plan in the Interaction plan list. The available queues are the queues set up for the Salesforce org linked with your VCC account. The available interaction plans are in the Interaction Architect area of VCC for an account.

     Click the plus button to add your configuration.

5. Configure Salesforce case statuses in the Salesforce case statuses section.

6. In Routing state, click Start processing or Stop processing. VCC indicates the current routing state with Processing and Stopped icons. Click Save configuration to apply the changes.

7. When finished, click Save configuration. You can delete your configuration at any point by clicking the delete button (bin icon).
   A message appears to indicate that you have saved your configuration.

Enabling Salesforce external routing in Salesforce

To perform the following tasks you must sign in to Salesforce as an administrator. The description below assumes you use Salesforce Classic, but you can also complete the tasks in Salesforce Lightning. We recommend that you perform the tasks in order, open Setup and use the Quick Find box on the Salesforce Setup menu to access the options required at each step.

Enable Salesforce Omni-Channel

To use Salesforce external routing, you must firstly enable Omni-Channel. Then you must add the Omni-Channel widget to one or more console apps, such as Service Cloud or Sample Console.

Agents use the Omni-Channel widget to log in to and out of Omni-Channel. If an agent is logged in to ContactPad, VCC automatically sets their presence status in their Omni-Channel widget to Online, Available, or Ready, depending on the name of online presence status in your org. For information about setting up presence statuses in Salesforce, see the Create presence statuses section later in this page. When a new Salesforce work item is assigned to an agent, the item appears in their omni-channel widget. Depending on your configuration, an agent might be able to accept or decline or reject work items in the widget.

To enable Omni-Channel, go to Omni-Channel Settings and select the Enable Omni-Channel check box.

To add the widget to one or more console apps, perform the following steps:

1. Go to Apps.

2. Alongside the console app to which you want to add the widget, click Edit.

3. In Choose Console Components, add Omni-Channel to Selected Items.

4. Click Save. Your console app is saved and the Omni-Channel will now appear. Add the widget to as many console apps as required.

Enable CTI adapter

To synchronize ContactPad with Salesforce Lightning you must modify the CTI integration settings. Synchronizing ContactPad and Salesforce Lightning means releasing an interaction by clicking Release in ContactPad ends the corresponding work item in the Omni-Channel widget. To synchronize ContactPad with Salesforce Lightning, perform the following steps:

1. Go to Call Centers.

2. Alongside your VCC call center, click Edit.

3. In CTI Adapter URL, append &crm=salesforce&topdomain=https://salesforce_instance.my.salesforce.com to the existing URL. Replace salesforce_instance with your Salesforce org's subdomain.

4. Click Save. VCC can now inform Salesforce when an agent releases an interaction in ContactPad.

Configuring your VCC and Salesforce external routing integration

When you've prepared your org for external routing, you can customize the feature's integration with VCC for your needs. The following instructions describe a basic integration, using Salesforce case objects as the example interaction type.

To perform the following tasks you must sign in to Salesforce as an administrator, use Salesforce Classic and open Setup. We recommend that you perform the tasks in order and use the Quick Find box on the Salesforce Setup menu to access the options required at each step.

1. Create service channels. For information, see the Create service channels section later in this page.

2. Update routing configuration to use external routing for routing work items. For information, see the Update routing configuration to use external routing for routing work items section later in this page.

3. Create queue. For information, see the Create queue section later in this page.

4. Create presence statuses. For information, see the Create presence statuses section later in this page.

5. Enable presence statuses for user profiles. For information, see the Enable presence statuses for user profiles section later in this page.