WebAgent for SalesForce Installation
Prerequisites
Licensing prerequisites
To use the embedded WebAgent, you need:
- A valid WebAgent license.
- Either PUL20, WebAgent add-on: Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Embedded, or AW310 / AW310N, Salesforce and Bullhorn Premium Embedded Agent.
Your subscription may already include the required licenses. Contact your AnywhereNow representative if you are unsure which licenses you have.
Configuration prerequisites
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The Dialogue Cloud CTI softphone for Salesforce is available in Salesforce’s AppExchange. Alternatively, follow Add a Lightning app.
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To connect your Dialogue Cloud 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
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Ask your AnywhereNow representative to enable the corresponding CTI plugin for your WebAgent environment before using this integration.
Validation Steps:
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Open your browser.
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Access the development tools by pressing F12.
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Switch to the Network tab.
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Navigate to the WebAgent and sign in with your user credentials.
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In the filter, search for
salesforce.plugin.js.
Verification:
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If you see
salesforce.plugin.jsin the list, the plugin is active. -
If not, contact your AnywhereNow representative for assistance.
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