Configure WebAgent with SalesForce CTI

Prerequisites

• Make sure your organization followed the instructions to configure the sign-in for the WebAgent, see: Configure Sign-in for WebAgent

• The AnywhereNow CTI softphone for SalesForce is available in SalesForce’s AppExchange. Alternatively, follow the steps “Add a Lightning app”.

• To connect your AnywhereNow UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. to the WebAgent you also need the WebAgent Service, see: Install WebAgent Service

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: AnywhereNow - CTI

   2. Developer Name: Workstreampeople_Anywhere365_CTI

   3. Description: Native SalesForce Lightning softphone for AnywhereNow Contact Center and Dialogue Management Platform, supporting Microsoft Teams.

   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: Anywhere365WebAgent

   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 AnywhereNow - 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.

   

   Important

   Please select the Call Center import file to the same region used by Agents to sign in. Learn More

   Call Center Import files

   Call Center Import for WebAgent Global

   Call Center Import for WebAgent EMEA

   Call Center Import for WebAgent EMEA 2

   Call Center Import for WebAgent EMEA 3

   Call Center Import for WebAgent NORA

   Call Center Import for WebAgent NORA 2

   Call Center Import for WebAgent NORA 3

   Call Center Import for WebAgent APAC

   Call Center Import for WebAgent APAC 2

   Call Center Import for WebAgent APAC 3

   

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

   

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 ‘AnywhereNow.WebAgent’ call center.

   

5. Save the user profile.

   

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

Starting up the application

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

   

2. The AnywhereNow 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 AnywhereNow WebAgent.

   

5. Click the button ‘AnywhereNow - WebAgent’

6. Log in with your AnywhereNow enabled account.

   

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