Engage Voice
Installing and Setting up Engage Voice in Salesforce
Salesforce admins can find, install, and set up the Engage Voice package via the Salesforce AppExchange. Once installed and set up, admins can then assign agents to the Engage Voice app.
Installing Engage Voice in Salesforce
To install the Engage Voice app in Salesforce, follow these steps:
1. Navigate to the Engage Voice Salesforce installation page (https://apps.ringcentral.com/integration/salesforce_engage_voice_landing.html)
2. Select Install for All Users to install the Engage Voice app for all Salesforce users
3. Check the acknowledgement box to approve the installation
4. Click Install
5. When installation is complete, click Done
Setting up Engage Voice in Salesforce
After installation, follow these steps to finish setting up the app:
1. Click the Gear icon on the upper right corner of the screen
2. Select Setup from the dropdown menu
3. In the Quick Find field on the left side of the screen, search for Visualforce Pages
4. Once the Visualforce Pages page loads, click the Preview Open CTI Index in New Window icon beside OpenCTIIndex. This action will open to a new tab or window
5. Copy the URL from the redirected tab or window
6. Return to the setup page
7. In the Quick Find field on the left side of the screen, search for Call Centers
8. Select Call Centers from the result
9. Under All Call Centers page, click Edit on Call Center for Engage Voice App
10. Paste the copied URL in the CTI Adapter URL field
11. Select the Save button
Managing call center users
After you have set up the Engage Voice app, you need to add users to the integration. To do this, take the following steps:
1. Once you have saved the setup, scroll down to the Call Center Users section on the same page
2. Click Manage Call Center Users
3. On the Call Center Of Engage Voice App: Manage Users page, click Add More Users
4. Click Find at the bottom of the page
5. When users are loaded, select Add to Call Center to reveal a list of all of your added users
Setting up softphone layouts
When you have added your users, the next step is to set up softphone layouts. Follow the steps below:
1. Under the Call Center results on the left side of the screen, select Softphone Layouts
2. Click Edit on RingCentral softphone
3. Enter the preferred name in the Name field
4. Ensure that the Is Default Layout box is checked
5. Click Save
Setting up automatic case creation and updating call activity
As an admin, you will have the capability to set up automatic case creation and call activity updates within Salesforce. The RingCentral Engage Voice app provides Salesforce admins an AdminUI to set organization-wide configuration that applies to all agents. You can configure the app to automatically create cases and screen pop the newly created cases.
You can also configure it to populate certain fields in the case or logged activity by mapping from the RingCentral admin interface. Agents will have an easy way to create cases once it is configured in the AdminUI. See Setting up automatic case creation and call activity for Engage Voice in Salesforce article to learn how.
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