​​Web Agent with SalesForce CTI

Prerequisites

Notes

  • Setup view: Instructions are based on SalesForce Lightning Experience, not on SalesForce Classic.
  • Language: instructions are based on an English SalesForce user interface.

 

Add a Lightning app

  1. In the SalesForce Setup go to App Manager.

    Under PLATFORM TOOLS: Apps > App Manager.

    Or simply enter ‘App Manager’ in the search field on top.

  2. Click the ‘New Lightning App’ button.

  3. Add App Details & Branding:

    1. App Name: Anywhere365 - CTI

    2. Developer Name: Workstreampeople_Anywhere365_CTI

    3. Description: Native SalesForce Lightning softphone for Anywhere365 Contact Center and Dialogue Management Platform, supporting Microsoft Teams, Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. and WebRTC.

    4. Image: A365_Icon.png

    5. Color Hex Value: #487BFC

  4. Click the ‘Next’ button.

  5. App Options

    Under ‘Navigation Style’ choose ‘Console navigation’.

    Leave the rest unchanged.

  6. Click the ‘Next’ button.

  7. Utility Items:

    Click the ‘Add Utility Item’ button.

    Click ‘Open CTI Softphone’ in the ‘Standard’ list.

    A new properties form will show up.

  8. Utility Properties - Open CTI Softphone:

    Label: A365 - WebAgent

    Icon: call

    Width: 800

    Height: 600

    Start automatically: yes

  9. Click the ‘Next’ button.

  10. Navigation Items

    Add Navigation items according to your likings. Recommended items are:

    • Home
    • Accounts
    • Contacts
    • Cases
    • Tasks

  11. Click the ‘Next’ button.

  12. Navigation Rules

    You can choose how related records will open in addition to primary records. Recommended is to select “Workspace tabs”.

  13. Click the ‘Next’ button.

  14. User Profiles

    Select the user profiles that should be able to access the Anywhere365 - WebAgent.

  15. Click the ‘Save & Finish’ button.

  16. The newly added app will be visible in the App Manager list.

 

Add a Call Center

  1. In the SalesForce Setup menu go to Call Centers.

    Under PLATFORM TOOLS: Feature Settings > Service > Call Center > Call Centers.

    Or simply enter ‘Call Centers’ in the search field on top.

  2. When you open the Call Centers Setup for the first time, a ‘Get Started’ page might show up. Click the ‘Continue’ button and make sure the ‘Don’t show me this page again’ checkbox is checked if you don’t want this page to show up the next time.

  3. Click the ‘Import’ button.

  4. Browse to and select the supplied call center .xml file.

    Note Files can be requested at WORKSTREAMPEOPLE or Partner.

  5. Click the ’Import’ button. The Anywhere365 WebAgent call center should be visible in the list now.

 

Modify Softphone Layouts

  1. In the Salesforce Setup menu go to Softphone Layouts.

    Under PLATFORM TOOLS > Feature Settings > Service > Call Center > Softphone Layouts.

    Or simply enter ‘Softphone Layouts’ in the search field on top.

  2. Modify the ‘Standard Softphone Layout’ by clicking ‘Edit’ or create a new softphone layout by clicking ‘New’.

  3. Mark the softphone layout as ‘Is Default Layout’

  4. Select call type ‘Inbound’

  5. Scroll down to the ‘Screen Pop Settings’ and change these accordingly:

    1. Screen pops open within: existing window

    2. No matching records: Pop to new Contact

    3. Single-matching record: Pop detail page

    4. Multiple-matching records: Pop to search page

  6. Click the Save button

 

Add Call Center users

  1. In the SalesForce Setup menu go to Users.

    Under ADMINISTRATION: Users > Users.

    Or simply enter ‘Users’ in the search field on top.

  2. Add a new user by clicking ‘New User’ or edit an existing user by clicking the ‘Edit’ link in front of the user.

  3. Click on the lookup button (magnifier icon) next to the Call Center field.

    A popup will open.

  4. Select the ‘Anywhere365.WebAgent’ call center.

  5. Save the user profile.

 

Starting up the application

  1. In SalesForce Setup click on the 9 dots next to Setup, the App Launcher will open.

  2. The Anywhere365 WebAgent app should be visible under ‘All Apps’. If not, search for it with the search field on top.

  3. Click on the app tile to start up the application.

  4. At the bottom you’ll see the utility bar with a button to open the Anywhere365 WebAgent.

  5. Click the button ‘A365 - WebAgent’

  6. Log in with your Anywhere365 enabled account.

  7. After logging in, you will be ready to start using the native SalesForce Lightning softphone for Anywhere365 Contact Center and Dialogue Management Platform