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. Admins can also set up automatic case creation, update call activity, and enable IVR screen pop and IVR alerts in Salesforce for the agents’ use.
Installing Engage Voice in Salesforce
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, 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 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 Of RingCentral Engage Cloud Contact Center.
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, add users to the integration.
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.
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.
If the softphone layout is not automatically created with the steps above, create a softphone layout.
1. Under the Call Center results on the left side of the screen, select Softphone Layouts.
2. Click New.
3. Enter RingCentral SoftPhone Layout in the Name field.
4. Ensure that the Is Default Layout box is checked if you want this layout to be the default for all users.
5. You can also select the other Softphone Layout options.
6. In the Screen Pop Settings, set the following settings:
- Screen pops open within: Select whether you’d like screen pops to appear in a new window or to overwrite the existing Salesforce.com window when a new call arrives. You can select between Existing browser window or New browser window or tab.
- No matching records: Select Pop to New if you’d like a new record to be created if there’s no match on an inbound call. On its dropdown menu, select the appropriate object you would like to be created when there is an incoming call from a number, which does not match any existing record.
- Single-matching record: Select Pop detail page.
- Multiple-matching records: Select Pop to search page.
7. Click Save.
8. Go back to the Softphone Layouts page and click Softphone Layout Assignment to assign the layout to users.
9. Assign the softphone layout to the relevant profile.
Please take note that according to the Open CTI Developer Guide, the Salesforce experience does not support the softphone layout field Screen pops open within when the value is New browser window or tab. In the Salesforce Lightning experience, the default Open CTI for Lightning value is Existing browser window. To learn more about launching the Engage Voice app and opening the Engage Voice CTI softphone widget, go to Launching the Engage Voice app and Adding the CTI Softphone Widget in Salesforce.
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 the Engage Voice app 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.
Setting up IVR screen pop and IVR alerts
The Engage Voice Salesforce integration has two IVR-related features, which are IVR-based screen pop and IVR-based alerts. Admins have the capability to configure these features from the Engage Voice IVR to the integration in Salesforce. These features provide agents the customer information they need when they accept calls. Agents can also be alerted whenever a customer enters information based from the IVR script. See Setting up IVR screen pop and IVR alerts for Engage Voice in Salesforce article to learn more.
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