Engage Voice
Using Engage Voice Salesforce app
Using the Engage Voice app within Salesforce provides the same experience as on the web. You can set your agent state, make or take calls, transfer calls, and disposition calls all within the Engage Voice Salesforce app.
Setting your agent state
You can find and set your agent state underneath the top navigation bar. Click the dropdown arrow to select the state you want to be in. Setting your agent state to Available, which is indicated by a green dot, lets you start receiving calls. Setting your agent state otherwise won't let you be able to make or take calls. When on a call, your agent state will change to Engaged. When your call disconnects, your agent state will change to Pending Disposition, at which time, you’ll want to submit your disposition for that call.
Editing your agent profile
You can edit your profile without signing out from the Engage Voice Salesforce app. You can easily change your profile settings, such as queues, skill profile, and voice connection.
1. Click the Gear icon.
2. Click Edit Session.
3. Edit your Inbound queues, Skill profile, and Voice connection. Note that if you are on an active call, you cannot edit your Voice connection.
4. Click Save update.
Accessing scripts
You can access the script enabled for you by your admin in the Engage Voice app within Salesforce.
If your account is enabled, an alert will appear right below the call recipient details during an inbound call. Click on the alert message or on the Engage Script tab in Salesforce to view the script. Only your admin can enable and give you access to the script.
Making or answering a call
You may make or take a call depending on the option that you have selected as your Voice connection upon logging in. When you receive an inbound call, the call may ring either right within the widget, on the RingCentral Phone, deskphone, or on the external number you provided upon logging in to the app. Note that if the person is calling in for the first time, Salesforce can be configured by its admin to open a new contact, case, lead, or other records supported by Salesforce. These can be set up by the Salesforce admin from the Softphone Layouts in the Salesforce setup.
Once you’ve answered the call, your agent state will change to Engaged and the dialpad will change, providing call controls you can use to help manage your call.
Using call controls
Once you’re on a live call, the dialpad will change to reveal a set of call controls that will help you manage that call. You will find the following call controls during a call at the bottom of the widget window:
- Hold: Click this button to pause or put the call on hold.
- Mute: Click to mute your microphone.
- Transfer: Click this button to transfer the call to another line (see below to learn more).
- Disconnect: Click to hang up or end the call.
Call log activity
You will also notice that call log activity is visible during a live call. This is the information that will be visible with the call match feature based on the ANI match. You will find the following information:
- Name: The matching lead or contact based on the ANI match
- Related to: The matching account, opportunity, case, and etc. based on the ANI match
- Notes: Where you can enter notes during a call
- Disposition: Allows you to select the desired disposition from the dropdown menu (see below to learn more)
All of the call log information is saved into Salesforce along with the call details as an activity, which will be associated with the information in the Name and Related to fields in Salesforce. If there’s no matched details of the call, you can easily create a record right from the call log.
Creating records from call log
If the call does not have a record yet, you may not be able to select any details on the Name and Related to fields. You can create a record for the call in Salesforce right within the call log.
1. During a call, click on the right arrow on the Name or Related to fields.
2. Click the plus button on the upper right corner of the widget.
- On the Related to field, you will have the options to create a new account, opportunity, or case.
- On the Name field, you will have the options to create a new contact or new lead.
3. Select the type of record you want to create.
4. A pop-up window will appear for you to save the record.
Transferring calls
The Transfer button allows you to perform a call transfer to a specific destination. When you select to transfer a call, you will have the option to select a transfer destination from a phonebook, a corporate directory (internal), or via manual entry. See Transferring a call to learn more.
1. On an active call, click the Transfer button.
2. Select the type of transfer. You can select from the following:
- Internal transfer: Select a destination to transfer the call to another agent in your company.
- Phonebook transfer: Select a destination from the phone book.
- Queue transfer: Select a destination to transfer the call to another call queue group.
- Enter number: Transfer the call to a number you provide. Enter a destination in the dialpad, and then click Next.
3. Check the Stay on call box if you’d like to stay on the call when you transfer it.
4. Click Transfer.
When the call is successfully transferred, you can then disposition the call on your end.
Dispositioning calls
You can disposition a call at any time during the call or once the call disconnects. Dispositions are descriptions of the outcome of a call.
Once the call disconnects, your agent state will change to Pending Disposition. At this time, you can enter your notes and select a disposition before successfully submitting your call. Note that you need to select a disposition for your call and enter notes before submitting the disposition.
1. Click the Disposition dropdown menu.
2. Select the desired disposition.
3. Enter your notes in the Notes field.
4. Click Submit.
Access to call recording link
A call recording link will be accessible if you have permission to access the activity. The link will be available on the logged activity in Salesforce. Just click on the link to play the recording. In the current version, access to the recording can be controlled by creating a separate page layout in Salesforce without the recording field.
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