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Overview

Engage Voice | Setting up automatic case creation
and call activity for Engage Voice in Salesforce

Salesforce admins can have the capability to set up automatic case creation and call activity updates within Salesforce for Engage Voice. The RingCentral Engage Voice app provides Salesforce admins an AdminUI to set organization-wide configuration that applies to all agents. Agents will have an easy way to create cases once it is configured in the AdminUI.

Accessing the AdminUI

In order to configure automatic case creation and call activity, admins can navigate to the Salesforce setup page > Visualforce Pages, and then click on the preview icon of the AdminUI. 
View of the Engage Voice - Salesforce AdminUI
Once in the AdminUI, admins can configure the following settings:
  • Screen Pop: A matching record of the caller will appear when there is an incoming call or when the call is answered
  • Auto Creation of a new Case: A case will be created automatically when there is an incoming call or when the call is answered 
  • Call Activity: Additional data can be added to the logged call activity, including any call related data or even data from the IVR

Screen Pop

When configured, a matching record of the caller will appear when there is an incoming call or when the call is answered. 
 
Follow the steps below to configure this setting:
1. Navigate to Basic Settings
2. On the Screen Pop Up: A screen pop should happen when drop-down menu, select from the following options:

• When the call is ringing: A matching record with the incoming phone number will pop on an incoming call. This is useful for agents to see all the information of the caller even before they answer the call

• When the call is answered: A matching record with the incoming phone number will pop when the call is answered. This is useful for agents to see all the information of the caller only after answering the call. The record will not be pulled up if the agent chooses not to take the call

View of the Engage Voice - Salesforce AdminUI screen pop

Auto creation of a new case

This setting allows you to automatically create a case for every incoming call. 
 
Follow the steps below to configure this setting:
1. Navigate to Case Record Settings
2. Mark the Create a new Salesforce Case record? checkbox to enable this setting. Please note that when the call is passed in the IVR to screen pop a record, a case will not be created
3. Select from the drop-down menu when the creation of a new case should happen. You can select from the following options:

• When the call is ringing: A new case will be created automatically on an incoming call

• When the call is answered: A new case will be created automatically when the call is answered

4. Under Field Mappings, map the values to be populated in the fields within the newly created case. Drag a value from the Available Fields, and then drop the value to the Assigned Fields. Here are some rules on when the values can be populated:

• Only fields with text values can be populated

• Fields can be populated by mapping it to various standard values available in the call baggage

• Populate the entire IVR payload into any field in the case. This can be done by selecting ivr: all in the mapping

• Alternatively a field in the case can be populated with a single value set in the IVR. This can be done by mapping the value to ivr:single and defining the variable set in the IVR

View of the Engage Voice - Salesforce AdminUI auto case creation

Call Activity

This setting allows you to set any additional data that needs to be populated in the logged call activity. 
 
Follow the steps below to configure this setting:
1. Navigate to Activity Record Settings
2. Mark the Append extra fields in Salesforce Activity record? checkbox to enable
3. Select from the When call is drop-down menu to determine when the additional data will populate. You can select from the following options:

• When the call is ringing: Additional data will populate in the logged call activity on an incoming call

• When the call is answered: Additional data will populate in the logged call activity when the call is answered

4. Under Field Mappings, map the values to be populated. Drag a value from the Available Fields, and then drop the value to the Assigned Fields. This step is similar to how to populate data when creating a new case. Here are some rules on when the values can be populated when the agent dispositions the call:

• The standard fields logged by RingCentral in the activity cannot be modified or mapped

• The description field in the activity can be mapped

• Any custom field of data type Text can be mapped

• It is recommended to create custom fields in the activity to log any additional data 

View of the Engage Voice - Salesforce AdminUI call activity
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