Install SalesForce plugin

Prerequisites

• A SalesForce Service account with the following permission in SalesForce:

  • "API Enabled" Permissions

  • Read Contacts

  • Read Cased

  • (Optional) Read Leads

 

Installation of the plugin

1. Log in on the server on which the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. service is running.

2. Go to the plug ins folder (‘DRIVE:\program files\anywhere365\plugins\'). If it doesn't exist, create it.

3. Create a folder "Salesforce" for the plug ins folder.

4. Copy the dlls and included config files from the plug in package to this folder.
   

   Note In case the folder is already created and the plug in is in use by the UCC, the UCC will have to be stopped (check if stopping of the UCC is allowed).

5. Open file ‘Config.xml’ for editing purposes.

   Tip First make a backup of the file to prevent problems!

   6.3: C:\ProgramData\Anywhere365\CoreThe Core is the center of Anywhere365. It manages all the Dialogues.\Service\UnifiedContactCenterService\Config.xml

   6.0: C:\Program Files\Anywhere365\Core\Config.xml

   5.0: C:\Program Files\UCC\Config.xml

6. Add '<PluginsPath>DRIVE:\program files\anywhere365\</PluginsPath>' before the License.

   This new field should refer to the folder where all plug ins are stored.

   The top of the config.xml should contain:

    <?xml version="1.0" encoding="UTF-8"?>
   <config version="1.5">
    <PluginsPath>C:\program files\anywhere365\</PluginsPath>
    <License>license.key</License>

7. Add "CrmCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way." value below ‘SettingsURL’ of the UCC.

    <Crm name="CrmPluginSalesforce" path="plugins\Salesforce\">Wsp.Anywhere365.Crm.Module.SalesForce.dll</Crm>

8. Verify the path of plugin path with the Crm path.
   

9. The UCC part in the config.xml should look like

    <UnifiedContactCenterName="ucc_app"> 
    <SettingsProvider>sharepoint</SettingsProvider>
    <SettingsUrl>http://domain.com/sites/ucc/ucc_</SettingsUrl>
    <Crm name="CrmPluginSalesforce" path="plugins\Salesforce\">Wsp.Anywhere365.Crm.Module.SalesForce.dll</Crm>
    </UnifiedContactCenter>

   Note Please note that it is necessary to restart the UCC service in order for the UCC service to use the plugin.

 

Configuring the UCC Share Point settings

1. In your browser go the UCC SharePoint site.

2. Click on ‘Settings’.

3. Add setting ‘UseCRM’ with value 'True'.

4. Add setting ‘UseStatistics’ with value 'True'.

5. Add setting ‘CRMserver’ with value 'web address of SalesForce'.

6. Add setting ‘CRMUsername’ with value 'email address of SalesForce service account'.

7. Add setting ‘CRMPasswordEncrypted’ with value 'Encrypted password string'

   Note Please notice that it could be necessary to restart the UCC service in order for the UCC service to use the new settings.

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