Managing the VCC for Salesforce 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

Review the information found in the Prerequisites, and Verifying the Genesys Setup sections and then complete the steps found in the Setting Up Your Contact Center section to configure your contact center and to begin accepting calls.

See the glossary for VCC and Salesforce-specific terminology.

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 procedures outline how to set up your contact center:

• Creating Users
• Creating Skills
• Routing Calls
• Creating and Uploading Recordings
• Creating Reports

Creating 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.

Creating 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.

Creating and Uploading 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.

Creating Reports

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