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Task 1 - Integrate Webex Contact Center with Saleforce Using the New CRM Connector

Please use the following credentials to complete the tasks:
Control Hub https://admin.webex.com
Salesforce https://login.salesforce.com/
WxCC Username labuserID@wx1.wbx.ai (where ID is your selected pod number (01 through 10); i.e. labuser02@wwx1.wbx.ai if selected pod is 2)
WxCC Password webexONE1!
Salesforce Username As provided by the instructor
Salesforce Password As provided by the instructor

Task Objectives

  • Define and configure the Call Center in Salesforce and add users.
  • Create a softphone layout and set screen pop preferences.
  • Add the Webex Contact Center softphone to the Salesforce Sales app.
  • Test the Webex Contact Center softphone integration in Salesforce.

Section 1 - Configure Call Center

Attention

Please use the Firefox browser to access, configure, and test within the Salesforce portal.

  • Navigate to Salesforce portal and log in with the credentials provided.

Note

The package for the WxCC V2 Salesforce connector is already pre-installed. In production environments, it will need to be installed manually and can be retrieved from this link.

Nav

  • In Salesforce, navigate to 'Setup' by clicking the gear icon in the top-right corner and selecting 'Setup'.

Nav

  • In the Salesforce portal, navigate to 'Feature Settings > Service > Call Center > Call Centers' (or type Call Centers in the search bar above the left-hand menu).
  • Click 'Import', choose the call center definition file (downloaded earlier) and click 'Browse'.

Nav Nav

  • After the call center definition file is imported, edit it by clicking 'Edit'.
  • Change 'WxCC Region' to 'us1'.

Note

The region defined here should match your Webex Contact Center region (i.e. ca1, anz1, eu1 etc.).

Nav

  • Click 'Save'.
  • Add users to the Call Center:
    • Click 'Manage Call Center Users' at the bottom of the page and then 'Add More Users'.
    • Click 'Find', select the user in use (User, User), and click 'Add to Call Center'.

Nav Nav

Section 2 - Configure Softphone Layout

  • Navigate to 'Feature Settings > Service > Call Center > Softphone Layouts' (or type Softphone Layouts in the search bar above the left-hand menu).
  • Click 'New'.

Nav

  • Provide a name for the 'Softphone Layout' (e.g., WxCC layout).
  • Select the 'Is Default Layout' checkbox.
  • Under 'Display these salesforce.com objects', click on 'Add/Remove Objects' and add 'Case'.

Nav

Nav

  • Under 'Screen Pop Settings', expand 'No matching records', select 'Pop to new', and choose 'Contact'.

Nav

Note

Other Salesforce objects can be selected here as well. 'Contact' is used as an example in this exercise.

  • Click 'Save' at the top.

Section 3 - Configure CTI Softphone

  • Navigate to 'Apps > App Manager' (or type App Manager in the search bar above the left-hand menu).
  • For the 'Sales' app (line number 18; 'LightningSales' developer) click 'Edit' on the right-hand side.

Nav

  • In the next window, select 'Utility Items (Desktop Only)'.
  • Click 'Add Utility item' and choose 'Open CTI Softphone'.

Nav

  • Select 'Add Utility item' and choose 'Omni-Channel'.

Nav

  • Click 'Save' and return to the previous page by clicking the back arrow icon at the top left corner.

Section 4 - Testing

Attention

Please use the Firefox browser to access, configure, and test within the Salesforce portal.

  • Click on the 'App Launcher' icon (top left).
  • Search for Sales and click on the 'Sales' option.

Nav

  • Open the Webex Contact Center phone widget (bottom left) and login to Webex Contact Center Agent Desktop using the selected Webex Contact Center user credentials (e.g., labuserID@wxccciscolive2024.wbx.ai):
    • For the phone number, select 'Extension' and enter the extension in the format 10NN (where 'NN' is your lab user number, e.g., labuser01@wxccciscolive2024.wbx.ai)':
    • For the team use Salesforce Team.

Nav Nav Nav

  • Congratulations! You have complete the task.