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(→‎Managing the Premier Edition VCC Application)
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#[[Using#Create_skills|Create skills]]  
 
#[[Using#Create_skills|Create skills]]  
 
#[[Using#Routing_calls|Routing calls]]
 
#[[Using#Routing_calls|Routing calls]]
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#[[Using#Determine_the_objects_and_fields|Determine the objects and fields]]
 
 
#[[Using#Create_and_upload_recordings|Create and upload recordings]]
 
#[[Using#Create_and_upload_recordings|Create and upload recordings]]
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#[[Using#Modify_the_softphone_layout|Modify the softphone layout (Optional)]]
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#[[Using#Create_reports|Create reports]]
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#[[Using#Adjust_preferences|Adjust preferences]]
 
  
 
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|-|
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Assign a routing template to your primary (contact center) queue. If you plan to route calls to virtual queues, create those queues and assign their routing templates. See the [[Documentation:Cloud:VCCServiceCloud:RoutingCalls:2.5.7|routing calls]] section for more information.
 
Assign a routing template to your primary (contact center) queue. If you plan to route calls to virtual queues, create those queues and assign their routing templates. See the [[Documentation:Cloud:VCCServiceCloud:RoutingCalls:2.5.7|routing calls]] section for more information.
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Determine the objects and fields=
 
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If you plan to use a routing template that employs call segmentation, determine the objects and fields that you will use to segment the caller data. See the [[RoutingCalls#Provisioning_call_segmentation|Provisioning Call Segmentation]] section for more information.
 
  
 
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Create and upload recordings=
 
Create and upload recordings=
  
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Create and upload the recordings that you want callers to hear — for example, the welcome message and on-hold music. See the [[Media|Managing Contact Center Media]] section for recording types and file format requirements.
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Create and upload the recordings that you want callers to hear — for example, the welcome message and on-hold music. See the [[Documentation:Cloud:VCCServiceCloud:Media|media]] section for recording types and file format requirements.
  
 
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Modify the softphone layout=
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Create reports=
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Create reports for agents.  See the Queues and Skills tabs in the [[Documentation:Cloud:VCCServiceCloud:Reporting:2.5.7|reporting]] section for more information.
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Modify the softphone layout for the contact center. You can view and modify the layout in the Salesforce setup under '''Customize > Call Center > Softphone Layouts'''. See the [[ManagingCalls#Managing_calls|Managing calls]] section for more information.
 
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This step is optional.
 
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You can modify this layout to:
 
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*Change the objects that must ''pop up'' (appear) in the VCC for Service Cloud console during incoming calls. By default, any matching accounts, contacts, leads, or cases will appear as a pop-up. If you are using call segmentation to pop-up records on a customized object, make sure that the object is selected here.
 
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*Change the behavior of screen pops — for example, select what should or should not display as a pop-up when multiple records, a single record, or no records are found. You might choose to display a new case if no records are found.
 
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Adjust preferences=
 
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From the Salesforce '''Setup''' tab, navigate to '''My Call Center Settings '''> '''My Softphone Settings''' to adjust your preferences as needed.
 
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You can decide:
 
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*whether you want to be automatically available when you log into the Salesforce system (for example, set your softphone status to '''Ready''')
 
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*whether or not a record must open automatically when it matches an incoming call
 
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{{NoteFormat|By default, agents are not automatically available and records do open automatically.}}
 
  
 
</multistep>
 
</multistep>

Revision as of 13:17, August 27, 2014

Managing the Premier Edition VCC Application

In brief, you will find the following information in this section:

  • how to use VCC for Salesforce
  • how to set up your contact center to begin accepting calls

Prerequisites

Before proceeding with the installation, you must do the following:

  • install the VCC for Service Cloud app
  • install the latest stable version of Google Chrome

Verifying the Genesys Setup

To make getting started easy, Genesys completed the following provisioning tasks for you:

  1. Installed the VCC for Service Cloud app. You can select it from the Force.com App Menu located in the upper right-hand corner of the Home view.
  2. Created the Call Center record. You can view the Call Center record by clicking the Salesforce Setup tab and then navigating to: Build > Customize > Call Center > Call Centers.
  3. Added a Call Center user (the system administrator) to the Call Center record.
  4. Created a softphone layout for your contact center. You can view the layout by clicking the Salesforce Setup tab and then navigating to: Build > Customize > Call Center > SoftPhone Layouts.
  5. Assigned your contact center with a phone number. You can view this number in the VCC for Service Cloud app under Setup > Routing.
  6. Created an ACD queue that routes your contact center’s calls. You can view this queue on the Setup > Routing page. You can also create additional virtual queues.
  7. Assigned a default routing template to the queue. You will modify this template and authorize the VCC for Service Cloud application to route calls based on the Salesforce data.

Setting Up Your Contact Center

The following steps outline how to set up your contact center:

<multistep>

Summary=

  1. Create users
  2. Create skills
  3. Routing calls
  4. Create and upload recordings
  5. Create reports

|-| Create users=

Create users as needed in Salesforce and then make them administrators or agents in VCC for Salesforce Service Cloud. See the Users section for more information.

|-| Create skills=

Create skills for agents. See the skills section for more information.

|-| Routing calls=

Assign a routing template to your primary (contact center) queue. If you plan to route calls to virtual queues, create those queues and assign their routing templates. See the routing calls section for more information.

|-| Create and upload recordings=

Create and upload the recordings that you want callers to hear — for example, the welcome message and on-hold music. See the media section for recording types and file format requirements.

|-| Create reports= Create reports for agents. See the Queues and Skills tabs in the reporting section for more information.

</multistep>

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