WebAgent for SalesForce User Guide

Launch the application

  1. In SalesForce Setup click on the App Launcher icon.

  2. The “Anywhere365 – CTI” 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.

 

Sign in

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

  2. Click the button ‘A365 - WebAgent’

  3. Log in with your Anywhere365 enabled account (Sign-in address + Password)

  4. If a username is required it will be prompted after you have clicked “Sign in”

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

 

Answer call

When a call comes in the WebAgent will pop-up and show the options to Answer/Decline the call.

In the timeline you can see al historical calls from the current phone number. This will give you insight which colleagues the customer has communicated with before.

At the same time the account- or contact detail page will pop-up if a single result is found in SalesForce based on the phone number of the incoming call; or the search page will be opened if multiple results are found.

Also, a call activity will be created if a single result is found in SalesForce based on the hone number of the caller.

 

Call Handling

After an Agent has accepted the call, multiple options are offered to the Agent.

 

Icon

Action

Description

Hold/Resume

Click to put the call on hold. Click again to resume the call.

Disconnect

Click to disconnect the call.

Transfer

Click to transfer the call. Next click ‘Contacts’ on the right-hand side to search a contact to transfer the call to.

Mute/Unmute

Click to mute your microphone. Click again to unmute.

Add Participants

Click to invite additional participants to this call.

 

SalesForce Button bar

At the bottom of the Anywhere365 – WebAgent there is a button bar that provide easy access to common places inside SalesForce. After an incoming call is accepted, these buttons will be enabled based on your current context in SalesForce.

 

Icon

Action

Description

Open 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. Contact Details

Will open the Contact Card in Salesforce, this button is enabled if there is a single match on the phone number of the caller and you are currently not viewing the Contact Card.

Open CRM Contact’s Cases

Will open the Case overview of the Contact, this button is enabled if there is a single match on the phone number of the caller and you are currently not viewing the Cases of the Contact.

Open CRM Call Details

Will open the Call Activity, this button is enabled if there was a single match on the phone number of the caller, which triggered the generation of the Call Activity.

Create CRM Case

Will create a new Case, this button is enabled if there is a single match on the phone number of the caller and you are currently viewing the Contact Card or Contact’s Cases overview.

Create CRM Contact

Will create a new Contact, this button is enabled if there are no matches on the phone number of the caller.

Link CRM Case

Will link an existing CRM Case to the Call Activity of the current call, this button is enabled if you are viewing an exiting Case.

Toggle Size

Will make the Anywhere365 WebAgent larger/smaller.

 

Top bar

From left to right:

  • Dial pad: provides you the option to dial a number.
  • Active sessions: indicates the number of active sessions
  • Show/hide Agenda: opens your personal Exchange Calendar
  • Profile: let’s you sign-out and change your current presence

 

Side bar

From top to bottom:

  • Dashboard: welcome page that shows the current active session (if there is one available)
  • Contacts: providing search capabilities to find contacts and initiate chats/calls to them
  • Incoming: shows the calls that are currently in the Queue
  • Call history: overview of historical calls with ability to call back contacts, or remove them from the list.

 

Bottom bar

From left to right:

  • Speaker: gives you the ability to select the speaker that should be used to play audio
  • Microphone: gives you the ability to select the microphone that should be used to generate audio
  • Camera: gives you the ability to select the camera that should be used for video conferencing