Five9 Plus Adapter for Salesforce • Administrator'

Cloud Contact Center
Software
Five9 Plus Adapter for
Salesforce
Administrator’s Guide
January 2018
The Five9 Plus Adapter for Salesforce enables you to integrate the Five9
Cloud Contact Center with your Salesforce.com CRM environment. The
Five9 integration with Salesforce enhances the ability of contact center
agents to sell, retain, and support customers.
Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may
be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change
without notice, and are provided without warranty of any kind, express or implied. Copyright © 2018 Five9, Inc.
About Five9
Five9 is the leading provider of cloud contact center software, bringing the power of the
cloud to thousands of customers and facilitating more than three billion customer
interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers,
delivering software to help organizations of every size transition from premise-based
software to the cloud. With its extensive expertise, technology, and ecosystem of
partners, Five9 delivers secure, reliable, scalable cloud contact center software to help
businesses create exceptional customer experiences, increase agent productivity and
deliver tangible results. For more information visit www.five9.com.
Trademarks
Five9®
Five9 Logo
Five9® SoCoCare™
Five9® Connect™
ii
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Contents
What’s New............................................................................... vii
Chapter 1
Introduction ................................................................................ 1
Audience .............................................................................................. 1
New Integrations................................................................................ 2
Existing Integrations............................................................................ 2
About Open CTI for Lightning ...................................................................... 2
Summary of the Integration Steps ................................................................ 3
Chapter 2
Downloading and Installing the Call Center Components ......................... 5
Installing the Five9 Managed Package............................................................ 6
Downloading the Call Center Definition File ................................................... 12
Chapter 3
Creating and Populating a Five9 Call Center in Salesforce ..................... 13
Creating and Managing a Call Center ............................................................ 13
Initial Call Center.............................................................................. 13
Modifying the Definition of a Call Center .................................................. 15
Creating Additional Call Centers ............................................................ 17
Naming your New Call Center........................................................... 17
Uploading the New Call Center Definition File....................................... 18
Adding Users to the Call Center .................................................................. 18
Enabling Salesforce Permissions in User Profiles ......................................... 18
Populating Your Call Center ................................................................. 21
Adding Single Users ....................................................................... 21
Adding Groups of Users .................................................................. 23
Customizing the Salesforce Options for Users.................................................. 24
Softphone Options ............................................................................. 24
Softphone Views ............................................................................... 25
Cloud View ................................................................................. 25
Console View .............................................................................. 27
Enabling Open CTI for Lightning.................................................................. 28
Chapter 4
Configuring Single Sign-On ............................................................ 30
Preparing to Implement Single Sign-On ......................................................... 30
Configuring Your Salesforce Environment ...................................................... 31
Creating a Domain Name ..................................................................... 31
Enabling Salesforce as an Identity Provider ............................................... 35
iii
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Enabling Single Sign-On ....................................................................... 35
Authorizing Users to Use Connected Applications ........................................ 36
Editing the User’s Profile for Single Sign-On .............................................. 39
Enabling Access to External Domains from Your Salesforce Environment ................. 40
Configuring Single Sign-On in the VCC Administrator Application .......................... 41
Configuring Your Domain ..................................................................... 41
Adding a Federation or Other Persistent ID to Users VCC Properties.................. 43
Testing Single Sign-On ............................................................................. 44
Chapter 5
Configuring a Five9 Call Center in Salesforce ..................................... 45
Configuring Fields to Save and View Five9 Data ............................................... 45
Configuring Salesforce Task Fields .......................................................... 45
Viewing Standard Salesforce Task Fields.............................................. 45
Adding Five9 Custom Fields to the Task Layout...................................... 47
Configuring Five9 Custom Fields in Salesforce ............................................ 49
Viewing Five9 Custom Fields ............................................................ 50
Adding Five9 Custom Fields to Page Layouts ......................................... 51
Enabling the Softphone in the Case Layout Page .............................................. 59
Setting the Voicemail URL Base .................................................................. 60
Enabling Multiple Languages in the Adapter ................................................... 60
Editing the Call Center Definition File ..................................................... 61
Translating Reason Codes and Dispositions ................................................ 62
Translating Reason Codes and Dispositions ........................................... 62
Locating Your Five9 Organization ID ................................................... 63
Uploading the File of Translated Text Strings........................................ 64
Chapter 6
Configuring the Salesforce Softphone and Search Options ..................... 66
Understanding Search Rules According to Call Types ......................................... 66
Creating Custom Objects .......................................................................... 68
Configuring the Softphone Layout ............................................................... 70
Salesforce Objects............................................................................. 71
CTI 2.0 or Higher Settings .................................................................... 72
Configuring Searches with Custom Fields ....................................................... 74
Enabling Custom Salesforce Search Options ............................................... 75
Creating Custom Fields in Salesforce ....................................................... 76
Creating Custom Fields in the Five9 VCC .................................................. 76
Capturing a Custom Field Value in an IVR Script ......................................... 78
Configuring Searches with Visualforce Pages .................................................. 80
Configuring Custom Searches ..................................................................... 82
Chapter 7
Configuring List Synchronization .................................................... 84
Synchronizing Dialing Lists ........................................................................ 84
Adding the Salesforce ID to the Five9 Contact Database ................................ 85
Enabling Salesforce to Communicate with the VCC ...................................... 86
Setting User Permissions for the Five9list Custom Field................................. 87
Adding the Five9list Field to the Campaign Page Layout................................ 89
iv
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Defining the Five9 Web Services Credentials.............................................. 90
Adding a Five9 List Name to a Salesforce Campaign ..................................... 92
Linking Salesforce Campaigns to Multiple VCC Domains ................................. 93
Assigning Campaigns Automatically to Calls.................................................... 94
VCC Option ..................................................................................... 95
Custom Salesforce Field ...................................................................... 96
Mapping Salesforce Fields to Five9 Fields .................................................... 100
Chapter 8
Integrating Five9 Channel Readiness with Salesforce Omni-Channel .......102
Enabling Salesforce Omni-Channel.............................................................
Creating Service Channels.......................................................................
Create Presence Configurations ................................................................
Enabling Agents for Access to Presence Statuses............................................
Adding Omni-Channel to the Console .........................................................
Implementing Five9 Connect ...................................................................
Obtaining the Package ......................................................................
Installing the Five9 Connect Managed Package .........................................
Customizing the User Interface............................................................
Adding Fields to the Case List View..................................................
Adding Fields to Case Detail Layout .................................................
Adding Categories ......................................................................
Training the NLP Engine ....................................................................
103
103
106
109
110
112
113
114
115
115
116
117
118
Chapter 9
Enabling Optional Features in the VCC ............................................120
Using Dialing Lists in the E.164 Format .......................................................
Enhancing the Click-to-Dial Call Log...........................................................
Displaying Call Variables to Agents ............................................................
Enabling a Default Call Queue ..................................................................
Enabling Connectors .............................................................................
Enabling Agents Permissions ....................................................................
120
121
123
126
127
128
Chapter 10
Configuring Salesforce Reports to Include Five9 Statistics ....................129
Configuring Salesforce Email Services.........................................................
Uploading Batches of Five9 Logs ...............................................................
Creating Activity Fields for Reports ......................................................
Mapping Salesforce Task Fields to Five9 Fields .........................................
Customizing Five9 Reports .................................................................
129
133
133
133
135
Chapter 11
Collecting Logs..........................................................................137
Browser Logs ......................................................................................
Chrome ........................................................................................
Firefox.........................................................................................
Internet Explorer ............................................................................
Safari ..........................................................................................
Softphone Log .....................................................................................
Application Log ...................................................................................
v
137
137
138
139
139
140
140
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 12
Managing the Software for Your Agents ...........................................142
Installing the Adapter............................................................................
Configuring the Browser .........................................................................
Chrome ........................................................................................
Adding Exceptions ......................................................................
Installing the Extension ................................................................
Troubleshooting the Softphone .......................................................
Firefox.........................................................................................
Adding Exceptions ......................................................................
Enabling the Five9 Softphone Plug-In................................................
Internet Explorer............................................................................
Enabling Pop-Up Windows .............................................................
Adding your Domains to Trusted Sites ...............................................
Configuring Optional Browser Features .............................................
Safari ..........................................................................................
Enabling Pop-Up Windows and Plug-Ins .............................................
Enabling Cookies ........................................................................
Installing the Extension ................................................................
Removing the Integration .......................................................................
Removing the Adapter ......................................................................
Windows OS..............................................................................
Mac OS....................................................................................
Clearing the Browser Cache................................................................
Chrome ...................................................................................
Firefox ....................................................................................
Internet Explorer .......................................................................
142
144
144
145
147
149
149
149
150
151
152
153
154
158
158
159
160
160
160
160
161
161
161
162
163
Appendix A
Components of the Apex Package ..................................................165
Code ................................................................................................
Tabs.................................................................................................
Custom Fields .....................................................................................
Pages ...............................................................................................
vi
165
165
166
167
Five9 Plus Adapter for Salesforce • Administrator’s Guide
What’s New
Chapter 2
This table lists the changes made in the last six releases of this document:
Release
Changes
January 2018
• Corrected the links to the files in Configuring Custom Searches.
• Removed references to callback synchronization, which does not apply to the Plus
adapter.
July 2017
• Added an important note about PSTN station.
June 2017
• Corrected that you cannot use single sign-on with Open CTI for Lightning.
• Added an important note about agents who are enabled for Web Agent. For more
information, see Enabling Agents Permissions.
• Added a note about connectors, which do not work with Mac OS and Chrome 53. See
Chrome.
• Added an important note about Salesforce Limits.
• Added Enabling Open CTI for Lightning.
• Added a note about lead conversion with Open CTI for Lightning.
• Updated Components of the Apex Package. All internal resources are now hidden.
• Added to the agent’s guide support for Five9 UC - Skype for Business. For more
information, see Plus Adapter for Salesforce Agent’s Guide and Configuring Five9 UC
Adapter - Skype for Business in the Basic Administrator's Guide.
• Added Managed Packages 2.31 and 2.34. Both contain security improvements.
November
2016
• Added Salesforce Managed Package version 2.31 to support Open CTI for Lightning.
• Added a section about removing the softphone adapter from Mac OS.
• Added an important note about Firefox 49.
• Added a note about a defect in Mac OS 10 with Safari 10.
October 2016 • Added Implementing Five9 Connect.
September
2016
vii
• Added an important note for each browser that your agents will use. You must remember
to add the browser exceptions to your Group Policies. For more information, see
Chrome, Firefox, and Internet Explorer.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 1
Introduction
The Five9 Plus Adapter for Salesforce is a browser plug-in that enables you to integrate
the Five9 Cloud Contact Center with the Salesforce CRM. After your agents have installed
the adapter, they can use the Five9 softphone, a call control tool that works in the
Salesforce desktop with the cloud or console view that you have created.
To verify that the workstations of your agents meet the technical requirements to use this
Five9 product, see Five9 Adapter for Salesforce in the VCC Technical Requirements or
contact your Five9 representative.
opened browser tabs and windows
Important Each browser limits the number of parallel connections for each host.
Because all opened tabs and windows share these connections, open no more than
five tab and browser windows to avoid performance issues. This limitation applies
whether the content of the windows, such as case or opportunity, differs, or the
windows are opened in different browsers, such as Firefox, Internet Explorer,
Chrome, or Safari. For more information about the connection limits that apply to
your browser and its versions, refer to the vendor of your browser.
However, the console view enables you to avoid performance issues with the Five9
Plus Adapter for Salesforce when more than five browser tabs and windows are
opened.
Audience
This guide describes for Salesforce and Five9 VCC administrators how to download,
install, and configure the Five9 Plus Adapter for Salesforce and how to configure the
required and optional Salesforce elements.
Warning Five9 does not control the variations in the Salesforce user interface and
does not know when changes may occur. Therefore, to complete the integration
correctly, you must be a Salesforce.com Certified Administrator or equivalent.
1
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Introduction
About Open CTI for Lightning
New Integrations
This guide applies to you if you are installing a Five9 Adapter for Salesforce for the first
time, and your domain has been enabled for the Five9 Plus Adapter for Salesforce.
In the future, your agents’ adapter will be updated automatically. However, upgrading the
managed package will remain a manual operation.
Existing Integrations
If you currently have an integration with one of the Five9 adapters for Salesforce, CTI
Toolkit API versions 3.x, 4.x, or Open CTI adapter, follow these steps after your domain is
migrated to a new platform.
From the Five9 Open CTI adapter, you may upgrade to the Five9 Plus adapter for
Salesforce or to the Five9 Open CTI adapter for Lightning. If you are currently using the
Plus adapter, you do not need to upgrade to use the Open CTI adapter for Lightning.
However, you need to create and populate a separate call center in Salesforce for
Lightning users.
1
Install the new managed package.
You do not need to first remove the existing package. For more information, see
Installing the Five9 Managed Package.
2
Create a new call center, ensuring that your call centers are named so that you
can easily differentiate them.
For more information, see Creating Additional Call Centers.
3
Migrate users to the new call center.
To move agents between Salesforce adapters, assign the agents to a call center
that uses a different adapter. Although you may also continue to use your current
integration, your agents may not use two different adapters at the same time. For
more information, see Adding Users to the Call Center.
About Open CTI for Lightning
Open CTI for Lightning differs from the other views as follows:
• The adapter is docked permanently and cannot be manually resized by agents.
• Multiple Salesforce tabs and browser sessions are not recommended.
2
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Introduction
Summary of the Integration Steps
This figure contains a softphone adapter in which an agent is logged in and is ready for
voice interactions.
Summary of the Integration Steps
This section summarizes the steps required to create a call center with the Five9 Plus
Adapter for Salesforce. Steps 1, 2, 3, and 5 are required; steps 4, 6, and 7 are optional.
Regardless of the features that you choose to implement, you must follow the chapters in
the order in which they are written.
3
1
Install in Salesforce the Five9 managed package. Installing the Five9 Managed
Package.
2
Download the call center definition file. For more information, see Downloading
the Call Center Definition File.
3
Create and populate a call center. For more information, see Creating and
Populating a Five9 Call Center in Salesforce.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Introduction
4
Summary of the Integration Steps
4
Optionally, configure single sign-on. This feature is available only with the Plus
adapter. For more information, see Configuring Single Sign-On.
5
Determine the data fields that you need. For more information, see Configuring
Fields to Save and View Five9 Data.
6
Configure and customize additional Salesforce and Five9 features:
– Salesforce pages and search options: Configuring the Salesforce Softphone
and Search Options.
– Additional Five9 features: Enabling Optional Features in the VCC.
– Synchronization of campaign lists: Configuring List Synchronization.
– Salesforce Omni-Channel presence synchronization: Integrating Five9
Channel Readiness with Salesforce Omni-Channel.
– Custom reports: Configuring Salesforce Reports to Include Five9 Statistics.
7
Prepare the browsers and the softphone that your agents will use. For more
information, see Managing the Software for Your Agents.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 2
Downloading and Installing the Call
Center Components
You must install in Salesforce the Five9 managed package, and you must download the
softphone adapter. If you navigate to the Salesforce AppExchange independently, you
must search for Five9.
Installing the Five9 Managed Package
Downloading the Call Center Definition File
5
1
To access the Five9 download page for both components, log into your Five9
account.
You may need to answer a security question before continuing.
2
Click CRM Integrations.
3
In the Five9 Plus Adapter for Salesforce section, click follow these steps, and
follow these sections:
Installing the Five9 Managed Package
Downloading the Call Center Definition File
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Downloading and Installing the Call Center Components
Installing the Five9 Managed Package
When you are ready, download, install, and configure the software by following
the instructions in the Administrator's Guide:
1
Install the Five9 managed package from the Salesforce AppExchange into your
Salesforce organization.
2
Download the call center definition file on your workstation so that you can later
create a call center in Salesforce.
– Call center definition file - Standard login
– Call center definition file - Single sign-on
Installing the Five9 Managed Package
The Five9 managed package contains the files to configure your call center and to
implement single sign-on with SAML if you choose to do so.
6
1
In the download page, click Five9 managed package.
2
In the Salesforce appExchange embedded in a Five9 Web page, click the Five9
application.
3
Click Get It Now.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Downloading and Installing the Call Center Components
7
Installing the Five9 Managed Package
4
Click Log in to the AppExchange.
5
Click Install in production or Install in sandbox, depending on the Salesforce
organization where you want to install the Five9 managed package.
6
Check the agreement box, and click Confirm and Install.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Downloading and Installing the Call Center Components
7
Installing the Five9 Managed Package
If requested, enter your Salesforce user name and password again.
Installation starts at this step.
Important The process is identical for new and upgrade installations. The
language on the Salesforce pages refers either to a new or upgrade installation.
All the figures below refer to a new installation.
Depending on your Salesforce version, the pages that you see may differ.
However, the process is the same.
8
8
Review the package components and settings:
This step is optional. For details, see Components of the Apex Package.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Downloading and Installing the Call Center Components
9
Installing the Five9 Managed Package
a
To view the list of components in the package, click View Components.
b
To view a list of the API access settings that are granted to the package
components, click API Access.
c
Close the window.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Downloading and Installing the Call Center Components
9
Installing the Five9 Managed Package
Select one of the options.
Each option grants all permissions for these objects to the specified users:
- Object permissions enabled: Read, Create, Edit, Delete, View All, and
Modify All.
- Field-level security set to visible and editable for all fields.
- Apex classes, Visualforce pages, and App settings enabled.
- Tab, page layout, and record type settings determined by Five9.
– Install for admins only: Five9 recommends this option. Only the system
administrator profile can see the activity fields. The settings are assigned to
the administrator profile and any profile with the Customize Application
permission. The administrator is responsible for enabling other profiles.
– Install for all users: All profiles are can see the activity fields. The settings are
assigned to all internal custom profiles.
– Install for specific profiles: You specify which profiles can see the activity
fields. The settings are assigned to the profiles as needed.
10 Click Install.
If you stop the process before it is completed, you will need to reinstall the
package. When the installation is finished, you see this page, and you receive an
email message that confirms the installation. Do not proceed until you receive
the email.
The email also mentions that you need to deploy the package to activate some
components. However, you do not need to deploy the package.
11 Click Done.
The Installed Packages page appears. Your package is displayed at the bottom of
the list. If you upgraded your package, the new package overwrites the existing
one with the new version number. However, the previous installation date is
retained.
10
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Downloading and Installing the Call Center Components
11
Installing the Five9 Managed Package
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Downloading and Installing the Call Center Components
Downloading the Call Center Definition File
Downloading the Call Center Definition File
This call center definition file enables you to create a call center in Salesforce. In the CRM
download page, click the link for the type of login that you want to use:
12
•
Standard: The file name is Five9VirtualCallCenterFreedom.xml. Use this file if
you want your agents to log into Salesforce and Five9 separately. When you are
ready to create the call center, see Creating and Populating a Five9 Call Center in
Salesforce.
•
Single sign-on: The file name is Five9VirtualCallCenterFreedomCanvas.xml.
Use this file if you want your agents to be automatically logged into the Five9
adapter when they log into Salesforce. To use single sign-on, Five9 must enable
your domain. For more information, see Configuring Single Sign-On.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 3
Creating and Populating a Five9 Call
Center in Salesforce
This chapter describes the essential features of a call center:
Creating and Managing a Call Center
Adding Users to the Call Center
Customizing the Salesforce Options for Users
Enabling Open CTI for Lightning
Important Five9 does not control the variations in the Salesforce user interface
and does not know when changes may occur. Therefore, in the rest of this guide,
only the target menu is provided. To locate each menu, use the Salesforce
QuickFind search.
To use the Open CTI for Lightning adapter, create a call center with the file that
you obtained from your Five9 representative and assign agents to the Open CTI
for Lightning call center. Agent may be assigned to only one call center at a time.
Creating and Managing a Call Center
Defining a call center in Salesforce associates a Salesforce organization and its users with
the Five9 cloud software.
Initial Call Center
To create a Five9 call center in Salesforce, upload the Five9 call center definition file that
you downloaded earlier. The files are named as follows:
• Standard call center: Five9VirtualCallCenterFreedom.xml
• Call center with single sign-on: Five9VirtualCallCenterFreedomCanvas.xml
13
1
Locate the Call Centers menu.
2
In the All Call Centers page, click Import.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
14
Creating and Managing a Call Center
3
To locate your file, click Browse.
4
Click Import.
The details of your call center are displayed.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
Creating and Managing a Call Center
Call center definition
with standard login
Call Center definition
with single sign-on login
Note The default name for the single sign-on call center is Five9 SAML Domain.
This name is used as reference in the single sign-on chapter.
Your new call center now appears in the list of call centers.
Modifying the Definition of a Call Center
You may edit some of the default information of your call center.
1
15
In Setup, locate Call Centers.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
2
Creating and Managing a Call Center
Click Edit next to a call center name.
Element
Description
Five9 Domain Name
Internal name of your Five9 domain; corresponds to line 3
of the call center definition file.
Display Name
External name of your Five9 domain; corresponds to line 4
of the call center definition file.
Description
Description of your domain.
CTI Adapter URL
If appropriate, URL of the Five9 user interface:
• Call center with single sign-on: no URL.
• Call center without single sign-on: https://
app.five9.com/clients/integrations/
sf.main.html
Use CTI API
True
Softphone Height
Height and width of the softphone. The default values are
600 X 200 mm. You can modify this value as needed.
Softphone Width
Important Due to Salesforce configuration, if you use the
console view in a small monitor, the adapter disappears
under the browser tabs when you increase the height too
much. If this occurs, use [Ctrl + minus] to reduce the size
of the adapter so you can see its resize controls at the
top. After you resize the softphone, use [Ctrl + plus] to
restore the size of the softphone. This workaround is
required each time you open the browser or switch back
and forth between the cloud and console views.
16
Canvas Namespace
Applies only to call centers with single sign-on login.
Location of the Apex interface and classes for canvas
applications.
Canvas API Name
Applies only to call centers with single sign-on login. Name
of the Five9 Canvas application.
Outside Prefix
First digit to automatically dial for external calls. The
default value in the call center definition file is 9. This prefix
is used for the Salesforce click-to-dial feature.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
Creating and Managing a Call Center
Element
Description
Long Distance Prefix
Phone prefix to automatically dial for long distance calls.
For North America, the default value in the call center
definition file is 1. If you use the E.164 format, enter the
digit appropriate for your configuration. For more
information, see Using Dialing Lists in the E.164 Format.
This prefix is used for the Salesforce click-to-dial feature.
International Prefix
Phone prefix to automatically dial for international calls.
For North America, the default value in the call center
definition file is 01. If you use the E.164 format, enter the
digit appropriate for your configuration. For more
information, see Using Dialing Lists in the E.164 Format.
This prefix is used for the Salesforce click-to-dial feature.
Created By Five9 User Administrator who created the call center.
Created On
3
Date that the call center was created.
Make your changes, and click Save.
Creating Additional Call Centers
Your Salesforce organization can contain multiple call centers. To create a new call center,
download a new call center definition file.
Naming your New Call Center
The name of each call center must be unique. Otherwise, you cannot upload the file.
1
Open the call center definition file in a text editor.
Lines 3 and 4 contain the name of your call center:
<item sortOrder="0" name="reqInternalName" label="Five9 Domain
Name">Your_Five9_Domain_Name</item>
<item sortOrder="1" name="reqDisplayName" label="Display
Name">Your_Five9_Domain_Name</item>
17
2
Be sure that the name of each call center is unique.
3
Save and close the file.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
Adding Users to the Call Center
Uploading the New Call Center Definition File
Import the file into Salesforce.
1
Locate Call Centers.
2
Click Import.
3
Locate your file.
4
Click Open and Import.
The details of the file are displayed. You are now ready to add users to the your new call
center.
Adding Users to the Call Center
If you already have Salesforce users, add them to the new call center. Otherwise, create
the Salesforce users that you plan to assign to the call center:
Enabling Salesforce Permissions in User Profiles
Populating Your Call Center
Enabling Salesforce Permissions in User Profiles
Agents must be assigned to a profile that contains the appropriate Salesforce
permissions.
Salesforce provides default profiles that you can use as defined, delete, or clone to create
as many profiles as you need. Because all default profiles contain Five9 custom fields, you
can use any of them to create profiles for your call center users. The default visibility of
custom fields depends on the option that you selected when you installed the package.
18
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
Adding Users to the Call Center
At that time, all permissions to the package were granted to the user group that you
selected:
• Administrators: Only the system administrator profile can see the activity fields.
The administrator is responsible for enabling user profiles as needed.
• All users: All profiles are can see the activity fields.
• Specific profiles: Specified profiles can see the activity fields.
These instructions are based on the Standard User profile.
Note In addition to Salesforce permissions, you need to assign call center
permissions in the Five9 VCC. For example, User Must Pick Salesforce Object For
Call Log is a Five9 VCC permission specific to Salesforce that requires users to
associate a call with a Salesforce object, such as an account or lead.
19
1
In your Salesforce Setup menu, locate Profiles.
2
Click the name of a profile.
This figure shows only the top of the default Standard User profile details.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
Adding Users to the Call Center
3
To display the properties of the profile, in the Field-Level Security section, click
Campaign [View].
4
To update the Five9 permissions for this user profile, click Edit.
5
Enable permissions for your agents as needed, and click Save.
Five9 configuration tabs
20
6
Click Back to Profile, and click Edit.
7
If needed, enable the connected applications that you want users of the profile to
access, such as Five9_Adapter or Five9 Single Sign-On.
8
In the Tab Settings > Custom Tab Settings section, set the visibility of the Five9
configuration tabs.
To avoid showing an error message to users who cannot change the information
on these tabs, enable these features only for administrators.
9
For Five9 Settings, select Tab Hidden.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
Adding Users to the Call Center
10 Click Save.
Populating Your Call Center
You can populate your call center by adding single users or groups of users:
Adding Single Users
Adding Groups of Users
Adding Single Users
If you plan to add only a few users at a time, specify the name of the call center in the
user’s details.
21
1
In your Salesforce Setup menu, locate Users.
2
Click Edit.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
22
Adding Users to the Call Center
3
Click the magnifier next to the Call Center field.
4
Click the new call center name, or search for it by name.
The user becomes assigned to the call center.
5
Click Save.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
Adding Users to the Call Center
Adding Groups of Users
If you plan to add groups of users at a time, follow these steps.
Important If you restrict field-level security settings, the custom activity fields may
not appear in the layout.
1
In your Salesforce Setup menu, locate Call Centers.
2
Click the name of the call center.
3
Click Manage Call Center Users.
You can see all users that you have assigned to the call center.
23
4
To add users, click Add More Users.
5
Choose search criteria and click Find.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
6
Customizing the Salesforce Options for Users
Select the users to be added, and click Add to Call Center.
Customizing the Salesforce Options for Users
You may set the options for your agents or give them the instructions.
Softphone Options
Softphone Views
Softphone Options
You may customize the agent’s account to simplify the appearance of single call records.
Accounts and leads are searched for matching phone numbers. This option specifies how
a record should appear if only one record matches an incoming call.
Important Depending on your Salesforce version, the name and location of the
account settings may vary. The steps below describe the most current version.
1
24
On the landing page, click user’s name > My Settings.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
Customizing the Salesforce Options for Users
2
Click Call Center Settings > My SoftPhone Settings.
3
To ensure that this option does not conflict with the call center settings for single
record matches, verify that Always open the record automatically is selected,
and click Save.
Softphone Views
You may select one of two softphone views:
Important Be sure to inform your users of all browser limitations.
Cloud View
The softphone appears stationary on the left side. You may allow agents to open or close
the softphone by clicking the arrow at the top of the adapter as shown in the figures
below.
If you use the adapter in a separate browser window, for example with Firefox, the cloud
view adapter must be open so that agents can log into the softphone. Afterward, you
may close the softphone adapter in the main Salesforce browser window.
25
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
Customizing the Salesforce Options for Users
If you use a separate browser window for the softphone, for example with Firefox, the
adapter must be open so that you may log into the softphone. After you have logged in,
you may close the softphone adapter in the main Salesforce browser window.
To improve the performance of the embedded adapter used in cloud view, the window
shown below opens automatically when you log into the adapter. You may minimize or
hide this window, but you must not close it. If you close this window accidentally, it
automatically reopens to maintain the connection of your adapter to Five9.
26
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
Customizing the Salesforce Options for Users
However, if you set the adapter to open in a separate browser window, this stand-alone
window does not appear.
Console View
The softphone appears when you click the phone icon in the bottom right corner of the
page. Internet Explorer 11 limits users of the Five9 Adapter for Salesforce in Cloud View
by causing performance issues when agents open multiple tabs and/or windows.
Therefore, Five9 recommends that agents enable the freestanding adapter mode or use
the Service Cloud console view.
To resize the softphone, drag the handle (top left). To minimize it, click the minus sign
(top right).
Note If you enlarge the adapter while using a large monitor, be sure to return the
adapter to its default (small) size if you plan to later view the adapter on a smaller
monitor, such as on a laptop computer. Otherwise, the adapter is hidden under the
Salesforce tabs. To retrieve a hidden adapter, follow these steps:
1. Reduce the size of all elements in the window (Ctrl + minus sign).
2. When you can see the softphone handle, resize the adapter as needed.
3. Return the size of the elements to normal (Ctrl + plus sign).
27
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
Enabling Open CTI for Lightning
Enabling Open CTI for Lightning
If you have already have a configured organization, follow these steps. New organizations
are enabled for Open CTI for Lightning.
28
1
To enable Open CTI for Lightning, follow the Salesforce tutorial.
2
If you have not already done so, install managed package version 2.31 in the
Salesforce AppExchange.
3
Import one of the attached call centers:
Call Center definition file for Open CTI for Lightning (North America)
Call Center definition file for Open CTI for Lightning (Europe)
To download the XML code, right-click the web page that opens and select View
Page Source. For more information, contact your Five9 representative.
4
Assign users to the Open CTI for Lightning call center.
5
To edit your Lightning App, go to Lightning Experience > Setup > App Manager.
6
In the App Options tab, set Open CTI Softphone = true.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Creating and Populating a Five9 Call Center in Salesforce
7
29
Enabling Open CTI for Lightning
To enable the phone adapter button in the footer, log out of Salesforce and back
in or refresh the tab twice.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 4
Configuring Single Sign-On
This chapter describes how to configure single sign-on user authentication with Security
Assertion Markup Language (SAML). SAML is a standard that enables you to synchronize
authentication and authorization data between Salesforce and Five9 so that agents can
use single sign-on (SSO) to gain access to both systems simultaneously:
•
If you enable single sign-on, your agents use only one set of credentials to
automatically be logged into the adapter when they log into Salesforce.
•
If you do not enable single sign-on, your agents must log into Salesforce and
Five9 separately with two sets of credentials. If you do not plan to use single signon, skip this chapter.
This feature is available only with the Plus adapter.
Preparing to Implement Single Sign-On
Configuring Your Salesforce Environment
Enabling Access to External Domains from Your Salesforce Environment
Configuring Single Sign-On in the VCC Administrator Application
Testing Single Sign-On
Important Single sign-on is not supported with the Salesforce Open CTI for
Lightning adapter.
Preparing to Implement Single Sign-On
Before configuring single sign-on, be sure to have completed these steps:
30
1
To better understand single sign-on, refer to these Salesforce guides:
– Single Sign-On Implementation Guide
– Identity Implementation Guide
2
Request from your Five9 support representative that your domain be enabled for
Plus applications.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
Configuring Your Salesforce Environment
3
Download and install the software described in Chapter 2.
4
Create and populate your call center as described in Chapter 3.
Configuring Your Salesforce Environment
Follow each section in the order in which it is listed:
Creating a Domain Name
Enabling Salesforce as an Identity Provider
Enabling Single Sign-On
Authorizing Users to Use Connected Applications
Editing the User’s Profile for Single Sign-On
Configuring Your Domain
Adding a Federation or Other Persistent ID to Users VCC Properties
Creating a Domain Name
This section describes how to create a Salesforce domain if you do not already have one.
You may use any domain name that you currently have in Salesforce, or you can create a
domain name now. This domain name is not related to your Five9 domain name. When
single sign-on is configured, your users will log into this domain.
31
1
Locate My Domain.
2
In the field, enter a domain name.
3
Click Check Availability, and modify your domain name until the name is
available.
4
Read and agree to the terms and conditions.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
5
32
Configuring Your Salesforce Environment
Click Register Domain.
Your pending domain name appears.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
Configuring Your Salesforce Environment
When the domain name is accepted, you receive an email from Salesforce. In
Salesforce, instead of Step 2 Domain Registration Pending, you now see Step 3
Domain Ready for Testing.
All your application URLs, including those of Visualforce pages, change to the
new URL. Therefore, be sure to update any application URLS that were created
before you created this domain name.
The login URL for the new domain is in this format: https://<subdomain>.my.
salesforce.com/domainname/DomainName.apexp
Example https://infodevtestdomain-dev-ed.my.salesforce.com/
domainname/DomainName.apexp
6
After you have received the email, if necessary, refresh the Salesforce page to see
Step 3.
Domain name
7
33
Click Click here to login.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
34
Configuring Your Salesforce Environment
8
Click Deploy to Users.
9
Click OK.
Your domain is ready to use. In this page, you may change now or later the
default settings and the appearance of the login page that your users see.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
Configuring Your Salesforce Environment
Enabling Salesforce as an Identity Provider
Select the certificate to use to communicate securely with other services.
1
Locate Identity Provider.
2
Click Download Metadata, and save the file.
This XML file contains the URLs, certificate, and format that you will later import
in your VCC Administrator application to configure single sign-on in Five9. The file
name is similar to this one: SAMLIdP-00D61000000Y5Eo.xml.
Enabling Single Sign-On
Enabling single sign-on in your domain is the first configuration step. If you later decide to
use standard login, you may do so by disabling this option. No other change would be
needed.
1
35
Locate the Single Sign-On Settings menu.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
2
Click Edit.
3
Check SAML Enabled.
4
Click Save.
Configuring Your Salesforce Environment
Authorizing Users to Use Connected Applications
In this section, you select the profiles of users who may access the configuration of
connected applications.
1
36
Go to the Connected Apps menu.
You see all the connected apps that apply to your organization. All applications
provided by Five9 start with Five9.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
Configuring Your Salesforce Environment
Open CTI for Lightning
37
2
Click Edit next to Five9 Single Sign-On (https://app.five9.com).
Most fields were populated when you installed the managed package.
The default Start URL in the Basic Information section is https://
app.five9.com/clients/integrations/sf.main.html.
3
Select these options.
– Permitted Users: Select Admin approved users are pre-authorized. When
you do so, a warning message appears. Click OK.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
Configuring Your Salesforce Environment
–
Subject Type: Type of unique ID that agents will use to log into Salesforce and
Five9. The value, such as an email address, must be the same in both
applications and must persist until the user is deleted. Five9 recommends
that you select Federation ID. However, you may need to select another type
of ID to conform to your current Salesforce implementation. For more
information, see Adding a Federation or Other Persistent ID to Users VCC
Properties.
38
4
Click Save.
The list of Connected Apps reappears.
5
Click Five9 Single Sign-On (https://app.five9.com).
6
In the details page, scroll down to the Profiles section, and click Manage Profiles.
7
In the profile assignment page, select the profiles that you want to allow access
to Five9 with single sign-on.
8
Click Save.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
9
Configuring Your Salesforce Environment
Return to the list of Connected Apps, and repeat step 2 to step 8 for Five9 Single
Sign-On (https://app.five9.eu).
Editing the User’s Profile for Single Sign-On
You need to assign the user to the domain enabled for single-sign-on and possibly add a
value to the Federation ID field.
1
Locate Manage Users > Users.
2
Click Edit next to the user’s name.
3
Scroll down to the Call Center field on the right, and click the magnifier.
4
Select your Five9 Single Sign-On Call Center.
The default name is Five9 SAML Domain.
5
Enter information in the Single Sign On Information section if appropriate:
–
–
6
39
If you selected Federation ID as subject type, enter a name for the agent. You
may use the agent’s Five9 user name or another name reserved for single
sign-on.
If you selected another ID as subject type, leave the field empty.
Click Save.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
Enabling Access to External Domains from Your Salesforce Environment
Enabling Access to External Domains from Your
Salesforce Environment
If you use the console view, you must enable the domains external to Salesforce that your
users can access. These instructions use the sample console as an example. Apply the
same procedure to your custom console. You can also use the console details page to
configure the layout of the tabs and other elements available to your agents when they
use the console view.
1
Locate Create > Apps.
2
Click Edit next to your console.
3
In the Whitelist Domains section, enter a comma-separated list of the domains
that you want your users to access, without http:// or https://:
app.five9.com,app.five9.eu
40
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
4
Configuring Single Sign-On in the VCC Administrator Application
Click Save.
Configuring Single Sign-On in the VCC
Administrator Application
You need to enable your agents and your domain in the VCC Administrator Application.
Configuring Your Domain
Adding a Federation or Other Persistent ID to Users VCC Properties
Configuring Your Domain
To enable single sign-on, import the metadata file that you downloaded earlier in the
Identity Provider menu.
41
1
Log into the VCC Administrator’s application.
2
Select Actions > Configure > Single Sign-On.
3
To enter the information from the metadata file, click Import, and locate your
file.
All the fields are completed, and the X509 certificate is imported even if the field
on the right remains blank.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
Configuring Single Sign-On in the VCC Administrator Application
This table describes briefly each imported element.
Field
Description
Issuer URL
URL of the identity provider, starting with the
server name from the metadata file loaded
from Salesforce IDP settings.
SingleSignOnService HTTP-POST
Binding URL
Location of the main login address for your
domain, starting with the server name.
SingleSignOnService HTTP-Redirect Location of the alternate login address for
Binding URL
your domain, starting with the server name.
4
42
X.509 certificate
Specifies the format of the public key.
Valid Until
Expiration date and time of the certificate in
the specified time zone.
Default NameID Format
Format of the Name ID.
Click Save.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
Configuring Single Sign-On in the VCC Administrator Application
Adding a Federation or Other Persistent ID to Users
VCC Properties
This value in this field is synchronized with the subject type that you selected in the
Connected Apps menu in Salesforce.
43
1
In the Administrator’s application, open Users.
2
Open a user’s name.
3
In the Federation ID field of the General tab, enter a value:
– If you selected Federation ID as subject type, enter a name for the agent. You
may use the agent’s Five9 user name or another name reserved for single
sign-on.
– If you selected another ID as subject type, enter the value of that ID, for
example: if you selected Username as subject type, enter the user’s
Salesforce Username.
In this figure, the Federation ID matches the Five9 user name.
4
Click Save.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Single Sign-On
Testing Single Sign-On
Testing Single Sign-On
To verify that single sign-on is working as expected, follow these steps.
44
1
Log out of the adapter and of your Salesforce domain.
2
Log into your Salesforce domain with the user name that you configured for
single sign-on.
If single sign-on is configured correctly, you see the station setup window:
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 5
Configuring a Five9 Call Center in
Salesforce
This chapter describes how to configure in Salesforce the essential integration features
for a functional Salesforce call center:
Configuring Fields to Save and View Five9 Data
Enabling the Softphone in the Case Layout Page
Setting the Voicemail URL Base
Enabling Multiple Languages in the Adapter
Configuring Fields to Save and View Five9 Data
The Five9 Plus Adapter for Salesforce saves Five9 data that exists in Salesforce standard
and custom activity fields added to call logs. You can use this data to run reports that
contain information about Salesforce and Five9. Follow the steps in these sections:
Configuring Salesforce Task Fields
Configuring Five9 Custom Fields in Salesforce
Configuring Salesforce Task Fields
Tasks enable you to track call center actions, such as making phone calls or sending email.
The Five9 adapter uses task fields in these locations:
• Home page: My Tasks section and the calendar.
• Activities list view of a record: Open Activities and Activity History.
To view and modify the task fields and layouts, follow the steps in these sections:
Viewing Standard Salesforce Task Fields
Adding Five9 Custom Fields to the Task Layout
Viewing Standard Salesforce Task Fields
The standard Salesforce fields are used by Five9 to save call information. The fields are
populated automatically. Follow these steps to see the list of standard Salesforce task
fields.
45
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
1
Configuring Fields to Save and View Five9 Data
Locate Task Fields.
Many of the task fields are part of your default task page layout. You need to add
those that are not. You can keep the default settings or modify them as needed.
For more information about these fields, see the Salesforce documentation.
Salesforce Field Name Populated By Description
46
Assigned To
Salesforce
Always set to the user who created or
performed the task.
Call Duration
Salesforce
Call duration in seconds.
Call Object Identifier
Salesforce
Salesforce unique ID, which is different
from the Five9 session ID.
Call Result
Five9
Five9 call disposition assigned by the
agent. For more information, see Adding
Five9 Custom Fields to the Task Layout.
Call Type
Salesforce
Inbound, outbound, or internal.
Comments
Five9
Five9 call logs: text typed by agents in
the softphone.
Name *
Salesforce
Contact record or lead associated with
the call.
Priority
Salesforce
Set to Normal.
Related To *
Salesforce
Account, lead, or other object associated
with the call.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Configuring Fields to Save and View Five9 Data
Salesforce Field Name Populated By Description
Status
Salesforce
Always set to Completed.
Subject
Salesforce
Default is Call <date><time>, which
the agent can edit.
Type
Salesforce
Always set to Call.
Open CTI for Lightning
* During calls, agents convert leads when they select the object of the call in the
Name field. The process is slightly different depending on the type of console that
they use:
• Sales and Service Cloud consoles: the Name field is populated automatically
when agents navigate to Salesforce leads.
• Open CTI for Lightning: Once agents select the lead in the Name field,
Salesforce displays a pop-up window with the created objects, such as contact
or account. Agents must click each created object listed in the pop-up window
to update the Name and Related To lists. If agents close the pop-up window
without doing so, the Name and Related To lists are not updated. To return to
the leads page, agents must close the pop-up window. To update the fields
manually, agents may search and open the objects recently created.
Adding Five9 Custom Fields to the Task Layout
Five9 call dispositions are saved in the standard Salesforce Call Result field, which is not
part of the default Salesforce task layout. Therefore, to ensure that your users see this
option, add the Call Result field to the task page layout and assign the page layout to the
profiles of users who need to see the field.
1 To create, clone, or edit a task layout, locate Task Page Layouts.
– If no task layout exists, create a task layout. To do so, click New on the Task
Page Layout page, enter the name of the layout, and click Save. Continue
with step 3.
–
47
If at least one layout exists, proceed to step 3.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
48
Configuring Fields to Save and View Five9 Data
2
To edit an existing layout, click Edit.
3
Click Fields.
4
Drag the Call Result field and any Five9 fields that you want to the page layout.
The name of all Five9 custom fields starts with Five9.
5
Click Save.
The summary page reappears. You are ready to assign the page layout to the user
profiles.
6
Click Page Layout Assignment.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Configuring Fields to Save and View Five9 Data
7
Click Edit Assignment.
8
Select the profiles to which you want to assign the new layout.
9
From the Page Layout To Use menu, select a layout.
10 Click Save.
Configuring Five9 Custom Fields in Salesforce
When you installed the managed package, Five9 custom fields were added as Salesforce
activity custom fields. The Five9 Adapter for Salesforce saves call data in these custom
activity fields. You can access the stored information by running Five9 activity reports in
Salesforce.
49
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Configuring Fields to Save and View Five9 Data
Viewing Five9 Custom Fields
Adding Five9 Custom Fields to Page Layouts
Viewing Five9 Custom Fields
When a call ends, Five9 call data is saved in the Five9 activity custom fields. Follow these
steps to view the Five9 custom fields on Salesforce call logs and to create additional
custom fields for your business. You need to create at least the Five9_Call_Time field,
which you will need when customizing the Salesforce log mapping to send Five9 logs to
Salesforce with the Salesforce email services. For more information, see Mapping
Salesforce Task Fields to Five9 Fields.
1
In your Salesforce Setup menu, locate Activity Custom Fields.
This table lists the Five9 custom fields used to save call information.
50
Five9 Custom Field
Call Information
Five9 After Call Work Time
Time spent by the agent after the call.
Five9 Agent
Agent who processed the call. User ID that you
created in the VCC Administrator application.
Five9 Agent Extension
Agent extension of VCC user ID.
Five9 Agent Name
Agent’s name of VCC user ID.
Five9 ANI
ANI.
Five9 Callback Campaign ID
Campaign ID of the callback.
Five9 Callback Campaign Name
Campaign name of the callback.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Configuring Fields to Save and View Five9 Data
Five9 Custom Field
Call Information
Five9 Callback ID
ID of the callback.
Five9 Callback Number
Phone number of the callback.
Five9 Call Type
Call type:
• OUTBOUND
• INBOUND
• TEST
• AGENT
• AUTODIAL
• INTERNAL
• QUEUE_CALLBACK
• VISUAL
• INBOUND_VOICEMAIL
• OUTBOUND_VOICEMAIL
• INTERNAL_VOICEMAIL
• AGENT_PREVIEW
• TEST_PREVIEW
• OUTBOUND_PREVIEW
Five9 Campaign
Campaign name.
Five9 DNIS
DNIS.
Five9 Handle Time
Total handle time.
Five9 Session ID
Unique Five9 session ID for the call, which
appears in call reports.
Adding Five9 Custom Fields to Page Layouts
Custom fields are not visible to users until you add them to these pages:
Activity List
Task Page
Event Page
Activity Searches
Reports
Activity List. You can edit an existing activity view or create a new view to display Five9
activity columns. Follow these steps to display Five9 activity information on the Home
page.
51
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
1
Configuring Fields to Save and View Five9 Data
At the bottom of the calendar, click Activity List View (third icon from the left).
Salesforce provides several predefined activity views. When you select a view, the
content of the view is displayed in table format.
52
2
Click Edit or Create new View.
3
In Step 3, select up to 15 fields to display, and click Add.
4
Use the arrows on the right to arrange the fields in the desired order.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
5
Configuring Fields to Save and View Five9 Data
Click Save.
The summary page reappears. The headings of the table correspond to the fields
that you added to the view. You can adjust the width of the columns by dragging
left or right the border between the columns.
Task Page. To display on activity pages the Five9 Adapter for Salesforce custom fields,
you can edit a task layout or create a new layout.
1 Locate Activities > Task Page Layouts.
53
2
Create or edit an existing layout.
3
Click Fields.
4
Drag the necessary Five9 fields down to the page layout.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Configuring Fields to Save and View Five9 Data
5
Click Save.
The Task Page Layout summary page reappears. You are ready to assign the page
layout to the user profiles.
6
In the list of layouts, click Page Layout Assignment.
7
Click Edit Assignment.
8
Select the profiles to which you want to assign the new layout.
9
From the Page Layout To Use menu, select a layout.
10 Click Save.
54
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Configuring Fields to Save and View Five9 Data
Event Page. To display Five9 custom fields as an event, you can edit an event layout or
create a new layout.
55
1
Locate Event Page Layouts.
2
Create or edit a layout.
3
Click Fields.
4
Drag the desired Five9 fields down to the page layout.
5
Click Save.
The Task Page Layout summary page reappears.
6
In the list of layouts, click Page Layout Assignment.
7
Click Edit Assignment.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Configuring Fields to Save and View Five9 Data
8
Select the profiles to which you want to assign the new layout.
9
From the Page Layout To Use menu, select a layout, and click Save.
Activity Searches. This section describes how to add fields to your searches and
search results. Because the pages contain the same fields, only the search fields are
shown here.
1
Locate Activity Search Layouts.
Your choices determine what fields are used as filters in the search layout. If you
do not select at least one field, the search results do not contain any filters.
– Activity Search Filter Fields
a Click Edit.
56
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
b
c
–
Configuring Fields to Save and View Five9 Data
Select the fields to include in the search layout. Most likely, these fields
correspond to the activities that you have added to the activities list.
Click Save.
Activity Search Result Page Layout
The search filters affect the search results only. They do not change the
search criteria. Repeat the same steps as above.
Reports. You can add the Five9 Adapter for Salesforce custom fields to Salesforce
activity reports. You can create and modify reports.
57
1
Open the Salesforce Reports tab.
2
Click New Report.
Each report option provides a preview of the content and layout of the report.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
3
Configuring Fields to Save and View Five9 Data
In the navigation pane, select a type of report, and click Create.
The Report Builder contains the Fields, Filters, and Preview areas. The navigation
pane contains all the fields that you can include as columns in your report.
Filters
Fields
Preview
58
4
To create a report, follow these steps:
a In the filter area at the top, specify the data to be included in your report by
setting the time interval and other filters. To add filters, drag fields from the
navigation pane to the filter area.
b Add column headings by dragging fields from the navigation pane to the
preview area.
c When done, click Run Report.
Your report appears in the Preview pane.
5
Save your report.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Enabling the Softphone in the Case Layout Page
Enabling the Softphone in the Case Layout Page
To ensure that the softphone is always visible when your agents work on cases, add a
sidebar to the case layout.
59
1
Open a case.
2
Click Edit layout.
3
Click Feed View.
4
At the bottom of the Case Layout page, in the Other Tools and Components,
disable Hide sidebar, and click Save.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Setting the Voicemail URL Base
Setting the Voicemail URL Base
This setting applies to old integrations. It is not recommended for the Five9 Plus Adapter
for Salesforce.
Enabling Multiple Languages in the Adapter
The default language for the softphone is the same as the language displayed in your
browser.
Important To add other languages, you must install at least version 2.23 of the
managed package, and you must contact your Five9 representative and
Professional Services to request that your domain be enabled for other languages.
You may select the call centers in which you want multiple languages to appear. The
language that you select is used for the labels of the softphone adapter. However, you are
responsible for the other elements:
• You need to create in your selected language the VCC elements that your agents
need such as prompts, campaign and skill names, worksheets, scripts, and call
variables.
• You need to translate reason codes and dispositions and upload the resulting text
file to your REST API.
These figures show what agents see.
60
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Enabling Multiple Languages in the Adapter
Login window
in your selected language
Option that applies to the entire adapter
The adapter remains in this language
unless agents change the language
in the general settings.
The general settings option takes precedence
over your login window selection.
Editing the Call Center Definition File
To make language options visible in the softphone adapter, add a locale parameter to the
CTI Adapter URL of your call center definition file.
61
1
In Setup, locate Call Centers.
2
Click Edit next to a call center name.
3
In the CTI Adapter URL field, append ?showLocaleSelection=true to the URL.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
4
Enabling Multiple Languages in the Adapter
Click Save.
Translating Reason Codes and Dispositions
This section summarizes the steps required to show to your agents reason codes and
dispositions in a language other than English. The dispositions and reason codes that you
do not translate remain in English. If you want to see the same options in both languages,
create custom dispositions and reason codes with similar names so that one version is in
English whereas the other version is translated.
To upload a list of reason codes and dispositions, use a REST client, such as the Advanced
REST client (Chrome extension), REST Easy (Firefox add-on), or Cocoa Rest Client (Safari).
You cannot update a file that you have uploaded. If you need to modify the content of a
file in production, create and upload a new file with the same name.
Translating Reason Codes and Dispositions
Create a JSON file that contains a comma-separated translated list of all the dispositions
and reason codes that you want agents to see, for example:
{
"dispositions": {
"Answering Machine": "Répondeur automatique",
"Do Not Call": "Ne pas rappeller",
"No Answer": "Pas de réponse",
"No disposition": "Pas de disposition"
},
62
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Enabling Multiple Languages in the Adapter
"notReadyReasons": {
"Email": "Courriel",
"Meal": "Repas",
"System": "Système",
"Task Completion": "Tâche à compléter"
},
"logoutReasons": {
"Forced": "Déconnection forcée",
"End Shift": "Fin de travail"
}
}
Locating Your Five9 Organization ID
You need to obtain the orgId value for your REST API so that you can add it to the upload
URL. The value is located in a request cookie.
1
Open a browser console (Ctrl+Shift+J) or your REST client.
2
In the same browser, log into Salesforce and the Five9 Plus adapter as an
administrator.
3
Determine your orgId:
– You can search for the metadata of an API request.
– You can use the orgId that is visible in some of the requests: https://
app.five9.com/appsvcs/rs/svc/orgs/{orgId}...
If you do not see activity in the browser console, refresh the page. These figures
show two methods for locating the orgId in Chrome.
Select Network, enter metadata in the field, and select All or XHK.
63
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Enabling Multiple Languages in the Adapter
Select Network, and search for orgs.
Uploading the File of Translated Text Strings
Upload the JSON file to your REST API. Advanced REST Client in Chrome is used for this
example.
Important When locating your orgId and uploading the file to your API, be sure to
be logged in the same browser as the adapter.
1
Select Request.
2
Enter the URL for the language file: https://app.five9.com/appsvcs/rs/svc/
orgs/{orgId}/locales/fr_CA/file
64
3
Substitute the value of your orgId in the URL.
4
Select the PUT method.
5
Under Payload, select File.
6
Click Choose Files.
7
In the method field, enter fileUpload.
8
In the Content-Type menu, select multipart/form-data.
9
Click Send.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring a Five9 Call Center in Salesforce
Enabling Multiple Languages in the Adapter
If the request is successful, you receive HTTP status code 200. In cases of error,
you may see one of these codes:
- 204: No content: Although the request is successful, you do not see the
translated strings in the adapter.
- 401: User is not logged in: Verify that the credentials are correct and that
you are logged into the adapter.
- 404: File not found: Verify the URL.
- 435: File malformed: Verify the content and format of your file.
- 500: Internal server error: Verify the content of your request.
In the response, errors may appear as follows:
{
five9ExceptionDetail:
{
timestamp: 1441883501421
errorCode: 401
message: "Invalid credentials"
}
}
10 Refresh the browser.
11 To verify that the text strings are displayed correctly, look at the Not Ready and
Dispositions menus in the adapter.
65
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 6
Configuring the Salesforce Softphone
and Search Options
This chapter describes how to configure the softphone to search for Salesforce records by
using these elements:
• Call data
– Data used in the search
– Data displayed in the softphone
– Salesforce objects displayed in the pop-up windows of search results
• Behavior search results (Salesforce screen pop)
The basic search matches the caller to the CRM data by using the phone number (ANI or
DNIS). To refine your search, you can use custom fields and configure custom searches.
Understanding Search Rules According to Call Types
Creating Custom Objects
Configuring the Softphone Layout
Configuring Searches with Custom Fields
Configuring Searches with Visualforce Pages
Configuring Custom Searches
Understanding Search Rules According to Call
Types
The call type and the order of precedence of the search options determine how searches
are conducted. As shown below under outbound calls, the salesforce_id variable is
used first when it is available. The default search (last choice) uses the DNIS number if it is
enabled. A pop-up window is displayed if the search returns only one Salesforce object.
66
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Understanding Search Rules According to Call Types
Call Types
Types of Search and Order of Precedence
Outbound
VCC call variables, listed in order of search precedence:
1 Call variables > Salesforce group > salesforce_id.
2 Call variables > Salesforce group > SFObject.ObjectField =
value. Example: Account.AccountNumber = 1234.
3 Contact field named salesforce_id. This method is used only
for leads, contacts, and account objects.
4 Salesforce variable > SFObject.ObjectField = value.
Example: Contact.FirstName = John.
5 If the above variables are absent, the search is performed with
the DNIS number.
Inbound
Similar to outbound calls. For the default search, ANI is used
instead of DNIS.
Preview
Similar to outbound calls. For the default search, the preferred
number is used instead of DNIS.
Click to dial
Similar to outbound calls.
Internal, queued, and
parked
No search.
Internal transfers
Search performed according to call type. For example, if the
original call is inbound, the search rules for inbound calls are used.
Retrieved from park
Search performed according to the call type. For example, if the
original call is outbound, the search rules for outbound calls are
used.
Callback notifications
Search performed by using only the ANI. Salesforce contact fields
are not used to search.
Skill voicemail
notifications
Search performed separately by using the ANI and Salesforce
contact fields:
• ANI: If the search returns a single result, the result is displayed.
• Contact fields: No search result is displayed because the call is
already connected when the search is finished.
Agent voicemail
notifications
67
Personal voicemail.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Creating Custom Objects
Creating Custom Objects
To create custom objects, you must have installed at least version 2.23 of the managed
package. You may use custom objects with inbound, outbound, and internal calls. You can
use custom objects in searches and, when agents navigate to objects, these objects are
added to the list of selectable objects in the Related To menu of the softphone adapter.
The call log applies to these objects:
• Standard Salesforce objects, except contacts, person accounts, and leads
• Custom objects that you create, such as objects related to contracts or projects
Agents can associate the call with any of the standard or custom objects in the menu.
68
1
In Setup, locate Objects.
2
Click New Custom Object.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
69
Creating Custom Objects
3
Enter information in the Label and Plural Label fields.
4
In the Optional Features section, enable Allow Activities.
When a disposition is assigned to the call, a Salesforce activity is created in the
Activity History related list of these fields:
– Name field of the contact, person account, or lead
– Related To field of the standard or custom object
All other fields are optional or are automatically completed. This figure shows
only the top part of the editing page.
5
Click Save & New.
6
Repeat the procedure for each custom object that you want to create.
7
Add the custom objects to the softphone layout as described in Configuring the
Softphone Layout.
8
To enable these objects in user profiles or permission sets, see the Custom
Object Permissions section in Enabling Salesforce Permissions in User Profiles.
You may change permissions in two ways:
– By cloning and customizing default user profiles and reassigning users to the
new profiles.
– By customizing permission sets.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Configuring the Softphone Layout
Configuring the Softphone Layout
You can customize a softphone layout for each user profile. For example, the softphone
layout of a sales agent might contain related leads and accounts whereas the softphone
layout of a support representative might contain cases and solutions. Salesforce enables
you to select the fields that are used to search for records and to show the results in popup windows in your browser.
1
Locate SoftPhone Layouts.
2
Click New to create a layout or click Edit next to the name of an existing layout
definition to modify it.
Salesforce
Objects
CTI 2.0 or
Higher
Settings
3
70
From the Select Call Type menu, select an option: inbound, outbound, or
internal.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Configuring the Softphone Layout
Salesforce Objects
This section contains the Salesforce standard objects and the custom objects that you
created. You can select search for records. The list of objects is different for each call type.
To optimize API performance, which depends on your configuration, Five9 recommends
that you do not select objects that cannot be searched for the specified call type.
1
To modify the objects that appear, click the arrow or Add/Remove Objects.
2
To add (or remove) an object to the search list, select the object in the Available
list and click Add (or Remove).
For each object that you add to the softphone layout, a section for single
matches appears at the bottom. In that section, you can specify the fields that
should appear in the layout if a single record for that object is found. This
example contains standard and custom objects. To customize the single match
sections, click Edit and select the fields that you want to appear in the layout.
Standard objects
Custom objects
3
71
To change the location of a field in the Selections list, select it and click the
appropriate arrow.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Configuring the Softphone Layout
4
To close the section, click the arrow or Collapse.
5
To add, remove, or change the order of single records found, click Edit.
6
When done, click Save.
You can now assign the layout to users.
CTI 2.0 or Higher Settings
This section describes how to show the search results for outbound and inbound calls in
the agents’ browser. Click Edit next to each option.
•
Screen pops open within: Whether the search results are displayed in an existing
or new browser window or tab.
–
–
•
72
Existing browser window: The search results are displayed in the same
browser window.
New browser window or tab: The search results are displayed in a new
browser windows or tab. With this option, ensure that all users set their
browsers to allow pop-up windows from salesforce.com and force.com. If
pop-up windows are disabled, the search results are displayed as a list of links
in the softphone.
No matching records: Defines the Salesforce page that appears when the details
of inbound calls do not match existing Salesforce records:
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
–
–
–
•
Configuring the Softphone Layout
Don't pop any screen: No search results page are displayed.
Pop to new <object>: A blank page opens for the type of object chosen in the
drop-down list, such as account, campaign, or case.
Pop to Visualforce page: The Visualforce page that you select is displayed.
The adapter passes call data, such as ANI (caller ID), DNIS (number dialed by
the caller), or additional data, to the Visualforce page in a URL string
Configuring Searches with Visualforce Pages.
Single-matching record: Defines the page that appears when the details of an
inbound call matches only one Salesforce record:
Important Pop-up windows can be triggered by this menu item and by My
SoftPhone Settings in the users’ personal settings menu.
However, the user’s personal settings overrides this menu item. For example,
if the personal settings is Never open the record automatically, but this menu
item if one of the pop-up window options, no pop-up window is displayed
automatically or when the user clicks the link to open the contact record.
Instead, the user sees an error message in both cases.
To avoid this issue, recommend to your users that they leave the default
option in their personal settings menu: Always open the record automatically.
–
–
–
•
73
Don't pop any screen: No search results are displayed.
Pop detail page: The matching record is displayed.
Pop to Visualforce page: The Visualforce page that you select is displayed.
The adapter passes call data, such as ANI (caller ID), DNIS (number dialed by
the caller), or additional data, to the Visualforce page in a URL string.
Configuring Searches with Visualforce Pages.
Multiple-matching records: Defines the page that appears when the details of an
inbound call match more than one existing Salesforce record:
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
–
–
–
Configuring Searches with Custom Fields
Don't pop any screen: No search results are displayed.
Pop search page: A page with a list of search results is displayed.
Pop to Visualforce page: The Visualforce page that you select is displayed.
The adapter passes call data, such as ANI (caller ID), DNIS (number dialed by
the caller), or additional data, to the Visualforce page in a URL string.
Configuring Searches with Visualforce Pages.
Configuring Searches with Custom Fields
By adding custom fields, you enable agents to search more efficiently for information
about Salesforce objects, such as when the phone number does not belong to the caller
or when multiple contacts have the same phone number.
You can use custom fields in inbound, outbound, and internal calls. You can also create
custom queries with call variables that you attach to inbound calls to search in Salesforce
for objects that match the call variable.
When you use an IVR script to obtain identifying information, such as and account or case
number, the information is saved in a Five9 contact field with the same name as a
Salesforce custom field. You can use the content of that field to query Salesforce objects.
Salesforce finds the custom field that matches the information and displays the record to
the agent in a pop-up window.
To configure custom search fields, you must specify which Salesforce fields are used to
search for Salesforce records. In the softphone layout, you can specify additional search
objects, such as case number. If a value is passed for these objects in the contact record
provided by Five9, these objects are searched. If the Five9 contact field to look up is
empty, agents see a warning message.
Depending on the matches found, the results appear as described in CTI 2.0 or Higher
Settings:
• No match: a new lead, contact, or case page appears in the browser. The new
object to be opened is the first one in the list of inbound objects configured in the
softphone layout.
• Single match: the record is opened in Salesforce.
• Multiple matches: all contact records are listed as links.
74
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Configuring Searches with Custom Fields
To configure custom fields for searches, see these sections:
• In Salesforce:
Enabling Custom Salesforce Search Options
Creating Custom Fields in Salesforce
• In the Five9 VCC:
Creating Custom Fields in the Five9 VCC
Capturing a Custom Field Value in an IVR Script
Enabling Custom Salesforce Search Options
To use the Salesforce search features, select the appropriate options. Search results are
displayed as pop-up windows according to your call center settings and in the softphone.
1
Click the Five9 Settings tab.
Important Do not click or navigate away from the Five9 Settings page until the
settings are loaded. Otherwise, you need to reinstall the managed package.
75
2
Select the Screen Pop tab.
3
Select an ANI Search option.
The default search uses the Salesforce phone fields that you added to your
softphone layout in Salesforce Objects, such as contact or lead. Fields created
with a formula are not searched.
The ANI Search option applies to all calls regardless of their origin (dialed
manually, by the dialer, or clicked to dial). This option enables you to add the
caller’s number (ANI) to the default search if no results are found by using the
default search fields:
– Enabled: Search for the caller’s number. Five9 recommends this setting.
– Disabled: Do not search for the caller’s number. In this case, only your custom
Salesforce fields are used for the search.
4
Select a Click-to-Dial Search option.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Configuring Searches with Custom Fields
A search is done regardless of the setting. In most cases, leave this option
disabled.
– Enabled: The clicked number is searched in Salesforce, and a list of results is
displayed. Select this option to ensure that agents see pop-up windows with
the contact’s information.
– Disabled: No list results page is displayed regardless of your call center
settings. Instead, the results appear in the softphone. For example, if you
need to call a long list of contacts, the detail page for the record opens when
you click a phone number.
5
Click Save.
Creating Custom Fields in Salesforce
If you plan to use standard Salesforce fields, skip this section. Proceed directly to Creating
Custom Fields in the Five9 VCC.
Create as many Salesforce custom fields as you need, ensuring that the corresponding
contact fields exist in the Five9 contact database. This section summarizes the field
creation steps. For detailed instructions, see the Salesforce How to be Successful with
Salesforce User’s Guide.
1
In your Salesforce Setup menu, locate the object:
– Standard objects: Appropriate object > Fields.
– Custom task and event fields: Activities > Activity Custom Fields.
– Custom objects: Objects > name of the custom object.
– Custom settings: Custom Settings > name of the custom setting.
2
Follow the instructions for the type of object that you chose.
For a custom contact field example, see Assigning Campaigns Automatically to Calls.
Creating Custom Fields in the Five9 VCC
When you create custom fields in Salesforce, ensure that the corresponding contact fields
exist in the Five9 contact database. This section describes how to create in the VCC a
custom field of the same name as the Salesforce field.
To locate a record in Salesforce, the search uses all the Five9 contact database fields that
have a Salesforce format, such as Account.AccountNumber. If theFive9 contact database
76
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Configuring Searches with Custom Fields
contains a custom field named Account.AccountNumber, the searched object is Case. If
more than one contact field is formatted as a Salesforce field, all those objects and fields
are searched. If one match is found, the result is displayed. If several matches are found, a
list of matches is displayed. Each list item is a link that the agent can click. For details
about creating custom fields, see Adding Contact Fields in the Five9 Administrator’s
Guide.
77
1
Log into your Five9 VCC Administrator’s application.
2
Stop all running campaigns.
3
In the navigation pane, open Contacts > Fields.
4
Right-click Fields, and select Add Contact Field.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
5
6
Configuring Searches with Custom Fields
In the properties window, create the field with values such as these, for example:
Elements
Values
Name
AccountNumber
Map the Field to
Last Agent
Display as
Short
Click Save.
Capturing a Custom Field Value in an IVR Script
To use a Five9 custom field to search an inbound or autodial campaign, use an IVR script.
For example, you can prompt callers for an account number. The value of the account
number is saved in the contact record for the call in a field that corresponds to a
Salesforce standard or custom field. For detailed information about creating IVR scripts,
see the Five9 IVR Administrator’s Guide.
78
1
Create a custom field, such as Account.AccountNumber.
2
In your IVR script, add a Play module with a prompt for the caller to provide an
account number.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Configuring Searches with Custom Fields
3
Add a GetDigits module to capture and assign the account number to the custom
field.
4
Add a transfer module to route the call to a skill group or agent.
5
Assign the IVR script to an inbound or manual call.
6
Run the campaign.
As an optional step, configure your IVR script to validate the caller’s input by searching in
Salesforce before the transfer module. When a call is presented to an agent or an IVR
script, the content of the Five9 custom field (Account.AccountNumber) is sent to
Salesforce as a call variable. Salesforce displays the corresponding custom field. In
79
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Configuring Searches with Visualforce Pages
addition to Salesforce fields, the search also looks for the ANI of the caller if this option is
not disabled. The ANI is passed from Five9 to Salesforce.
Configuring Searches with Visualforce Pages
This section describes how to create a page that enables pop-up windows to display
search results for CTI 2.0 or Higher Settings when call details match or do not match
existing Salesforce records. For help with design and creation of custom Visualforce
pages, contact Five9 Professional Services.
You can use Visualforce pages to receive from an IVR script call or contact variables, such
as DNIS, ANI, or campaign name. These variables can be used in advanced routines to
determine how to best handle pop-up window requests. Because DNIS and ANI are part
of every call, no VCC configuration is required. To pass other fields, follow these steps in
the VCC:
1
80
In the VCC, prepare your variables:
a Create a call variable group named Salesforce.
Be sure that the spelling is as written above.
b Create a call variable for the call that is recorded, such as campaign name:
Salesforce.Campaign.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Configuring Searches with Visualforce Pages
c
2
In the Set Variable module of an IVR script, assign to variables of the
Salesforce group the value of the call data. For example, assign to
Salesforce.Campaign the value of Call.campaign_name.
In Salesforce, create a Visualforce page:
a Locate Setup > Develop > Pages > Visualforce Pages.
b Click New.
c Complete and save the page:
You may copy and paste the text to test the example:
<apex:page>
<!-- Begin default content - Remove this -->
<h1>Congratulations</h1>
This is your new page.
<!-- End default content - Remove this -->
<p>DNIS: {!$Currentpage.parameters.DNIS}</p>
<p>ANI: {!$Currentpage.parameters.ANI}</p>
<p>Campaign: {!$Currentpage.parameters.Campaign}</p>
</apex:page>
When an incoming call contains the call data in your Salesforce variables
group, the call triggers a pop-up window. In this example, the pop-up
window displays the DNIS, ANI, and campaign name if the data is present in
81
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
Configuring Custom Searches
the call. This figure below shows how the pop-up window for the above
Visualforce page might appear.
For the Sales Cloud, the URL of the pop-up window contains the variables as
parameters. In this example, the &003G000000yBRqxIAG=Contact
parameter is the search result:
https://<yourDomain.com>/apex/Test_page?DNIS=9255551212&ANI=
6501234567&Campaign=Test+Campaign&003G000000yBRqxIAG=Contact
For the Service cloud console, the variables do not appear in a URL but in a
Salesforce page.
Configuring Custom Searches
This feature enables you to override the search options provided by the Plus Adapter by
using your custom Apex Class that contains search rules specific to your business. Five9
has created two example search files that you can use to test your integration:
• Five9DefaultSearch.txt
• CustomSearchForSalesforceID.txt
To obtain these files, you need to be logged into your Five9 account.
1
Click the Five9 Settings tab or the + sign on the far right to add the tab.
Important Do not click or navigate away from the Five9 Settings page until the
settings are loaded. Otherwise, you need to reinstall the managed package.
82
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring the Salesforce Softphone and Search Options
83
Configuring Custom Searches
2
Select the Open CTI Search Class section.
This page contains the default Apex class for the Five9 custom search and a
custom option for your Apex class.
3
To use a customized search class, select the option, and enter the name of your
class.
4
Click Save.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 7
Configuring List Synchronization
This chapter describes how to synchronize a Salesforce campaign with a dialing list in the
Five9 VCC.
Synchronizing Dialing Lists
Assigning Campaigns Automatically to Calls
Mapping Salesforce Fields to Five9 Fields
Synchronizing Dialing Lists
If you specify a Five9 dialing list in the Five9list custom field in Salesforce, your records
are automatically synchronized between the Salesforce directory and Five9 lists when
agents add, modify, and remove contacts and leads.
This table contains the default Salesforce contact and lead fields that are sent to the Five9
database and the corresponding Five9 fields.
84
Salesforce Contact
Salesforce Lead
Five9
Contact.Phone
Lead.Phone
number1
Contact.MobilePhone
Lead.MobilePhone
number2
Contact.HomePhone
–
number3
Contact.FirstName
Lead.FirstName
first_name
Contact.LastName
Lead.LastName
last_name
Contact.Department
Lead.Company
company
Contact.MailingStreet
Lead.Street
street
Contact.MailingCity
Lead.City
city
Contact.MailingState
Lead.State
state
Contact.MailingPostalCode
Lead.PostalCode
zip
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
Synchronizing Dialing Lists
These sections describe how to synchronize your dialing lists:
Adding the Salesforce ID to the Five9 Contact Database
Enabling Salesforce to Communicate with the VCC
Setting User Permissions for the Five9list Custom Field
Adding the Five9list Field to the Campaign Page Layout
Defining the Five9 Web Services Credentials
Adding a Five9 List Name to a Salesforce Campaign
Linking Salesforce Campaigns to Multiple VCC Domains
Adding the Salesforce ID to the Five9 Contact
Database
To create a one-to-one mapping between entries in Salesforce and Five9 dialing lists,
create in the Five9 contact database the salesforce_id custom field for the Salesforce
object ID. This unique identifier synchronizes the lists between Five9 and Salesforce.
When you add contacts or leads to a Five9 list, Salesforce sends this ID with each record.
85
1
Log into your Five9 VCC Administrator’s application.
2
In the navigation pane, open Contacts > Fields.
3
Right-click Fields, and select Add Contact Field.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
4
5
Synchronizing Dialing Lists
In the properties window, configure the field as follows:
Elements
Values
Name
salesforce_id
Map the Field to
None
Display as
Do Not Display
Click Apply and Save.
Enabling Salesforce to Communicate with the VCC
To enable communication between your Salesforce and Five9 accounts so that leads and
contacts in a Salesforce campaign can be transferred to the VCC, specify in Salesforce all
external URLs, such as the URL of the Five9 Configuration Web Services.
86
1
Locate Remote Site Settings.
2
Click New Remote Site.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
3
Synchronizing Dialing Lists
Enter at least the required information:
Elements
Values
Remote Site Name
Five9WebServices
Remote Site URL
https://api.five9.com
Disable Protocol Security
4
Description
Optional description of the URL or service.
Active
Checked by default.
Click Save.
Setting User Permissions for the Five9list Custom
Field
The Five9 managed package contains the custom Five9list campaign field. This field
contains the name of the Five9 dialing list to synchronize with the Salesforce campaign.
When Salesforce contacts or leads are added to a campaign, they are automatically added
to the specified Five9 dialing list.
87
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
Synchronizing Dialing Lists
When you install the Five9 managed package, the Five9list custom field is not
automatically visible to Salesforce users. You must enable the field for the users who are
allowed to view and update the field.
88
1
In Salesforce, locate Installed Packages.
2
Click the name of the latest version of the installed Five9 package.
3
Click View Components.
4
Locate and click Five9list.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
5
Synchronizing Dialing Lists
Click Set Field-Level Security.
– Check Visible for the profiles to see the Five9list custom field.
– Check Read-Only for the profiles to view the field but not update it.
d
Click Save.
Adding the Five9list Field to the Campaign Page
Layout
You must add the Five9list custom field to the campaign page layout.
1
89
Locate Campaigns > Page Layouts.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
Synchronizing Dialing Lists
2
Next to your campaign layout, click Edit.
3
Click Fields.
4
Drag the Five9list field to your page layout.
5
Click Save.
Defining the Five9 Web Services Credentials
To configure the Five9 Web Services credentials, follow these steps. This option is
required to synchronize lists.
1
Click the Five9 Settings tab.
Important Do not click or navigate away from the Five9 Settings page until the
settings are loaded. Otherwise, you need to reinstall the managed package.
2
90
In the Five9 Settings tab, select Five9 Admin Web Services.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
3
Synchronizing Dialing Lists
Enter the credentials.
Element
URL
Value
URL of your Five9 Configuration Web services, for example:
https://api.five9.com/wsadmin/<version>/
AdminWebService. For a list of versions, see the Configuration
Web Services API Reference Guide.
4
91
Username
Five9 user name with administrator role. Five9 recommends that
you create a user ID specifically for Web services because this user
ID cannot log into the Five9 administrator desktop while
processing API transactions.
Password
Password for the Five9 user name.
ReportEmail
Optional email address that receives the success or failure of each
Web services transaction. If the transaction failed, the email
describes the failure. If you do not want to receive an email, leave
this field blank.
Click Save.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
Synchronizing Dialing Lists
Adding a Five9 List Name to a Salesforce Campaign
To send Salesforce campaign members to a Five9 dialing list, you must specify the name
of the Five9 dialing list in the Five9list custom field.
List items are always sent asynchronously from Salesforce to Five9. The first time that you
enter the Five9 list name in the Five9list custom field, Salesforce sends all the list
members of the campaign in batches of 2000 items until the list is exhausted.
Subsequently, Salesforce sends additions, deletions, and changes in batches of 200 items.
92
1
Click the Salesforce Campaigns tab.
2
Click an existing campaign or create a new one.
3
Click Edit.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
4
Synchronizing Dialing Lists
Enter the name of the Five9 dialing list to be synchronized with the content of the
Salesforce campaign, and click Save.
Linking Salesforce Campaigns to Multiple VCC Domains
Important Ensure that all domains use the same release of the Five9 VCC so
that all VCC features function correctly.
You can link individual Salesforce campaigns to specific Five9 domains. As soon as a
Salesforce campaign is linked to a Five9 domain, all content of the campaign is
synchronized between Salesforce and Five9. Any change made to the Web Services login
credentials and to the name of the list or its content, either in Five9 or in Salesforce, is
automatically reflected in the other location for that campaign.
The speed of the synchronization process depends on the size of your list and the
performance of the Salesforce Force.com and Five9 Web Services platforms.
These steps summarize how to implement this option:
1 Create or edit a campaign page layout that contains at least these fields: Five9
User, Five9 User Password, and Five9 WS Endpoint.
Five9 Report Email is optional.
93
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
2
Assigning Campaigns Automatically to Calls
Create or edit a campaign that contains this information for each list that you
want to synchronize:
Element
Value
Five9list
Name of the Five9 campaign list to link to multiple
domains.
Five9 Report Email
Optional email address that receives the success or failure
notification of each Web services transaction. If the
transaction failed, the email describes the failure. If you do
not want to receive an email, leave the field blank.
Five9 User
User name and password of the Five9 VCC Administrator.
These credentials enable you to link a specific Five9list to
Five9 User Password the Five9 WS Endpoint domain.
Five9 WS Endpoint
Five9 URL of your Five9 API version, for example: https://
api.five9.com/wsadmin/<version>/
AdminWebService
Note If you copy and paste the URL into your environment,
ensure that no extra space is added by the line break.
Assigning Campaigns Automatically to Calls
This feature ensures that agents are not prompted to select a VCC outbound campaign
when they click to call a number in a Salesforce page, which saves time and reduces the
risk of selecting the wrong campaign.
Important Be sure to assign to your Five9 agents a skill that enables them to
associate an outbound campaign with a call.
Use either method:
94
Method
Advantages
Disadvantages
VCC option
Requires no change in
Salesforce.
All agents are restricted to the same
campaign.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
Assigning Campaigns Automatically to Calls
Method
Advantages
Disadvantages
Custom field
Useful when agents own the You need to create a custom field for
lead or account objects.
each Salesforce object. When workforce
changes occur, you need to reassign
objects.
You overwrite other Salesforce and
Five9 campaign assignments.
VCC Option
This method enables you to use the value of Five9C2CCampaign in your Salesforce
domain. However, all agents in the domain are restricted to the same campaign. The
phone number and the campaign are automatically added to the softphone when agents
click a phone number in Salesforce.
95
1
In your VCC administrator application, select Actions > Configure > Other tab.
2
In the Manual Calls section, select a campaign to activate the options.
3
Select Agents may manually select campaign, and optionally None.
4
Click Save and Exit.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
Assigning Campaigns Automatically to Calls
Custom Salesforce Field
For each Salesforce object, you can create and add to the corresponding layout page a
custom field named Five9C2CCampaignName, for example:
• Account object: the Support campaign is automatically associated with the call.
• Contact object: the Marketing campaign is automatically associated with the call.
• Lead object: the Sales campaign is automatically associated with the call.
You can also use a custom field to assign a campaign to a user.
The Five9 adapter uses the value of the custom field to determine if the campaign exists
in Five9. If the campaign exists, it is assigned to the call. Otherwise, agents see an error
message and a menu of Five9 campaigns from which to choose. The error may occur if
the campaign does not exist, the campaign name in Five9C2CCampaignName does not
match the name of a Five9 campaign, or the custom field is undefined or empty.
However, the custom field overwrites campaigns as follows:
• If you assign a campaign in Salesforce with the Five9C2CCampaignName field,
this assignment overwrites any other Salesforce campaign assignment settings.
• If you configure the Five9 campaign assignment for certain contacts and leads,
the VCC campaign assignment settings are used for the rest of your objects.
Depending on the data type that you choose, the field may contain a fixed value, a list of
options, or a variable based on a formula:
• Static campaign name: the value of Five9C2CCampaignName is text. The same
campaign is assigned to all outbound calls.
• List of campaign options: a list of campaign names from which agents select one
option.
• Variable campaign names: the value of Five9C2CCampaignName is mapped to an
existing Salesforce field.
This example describes how to create a custom field to offer to agents a list (Salesforce
picklist) of outbound campaign names when clicking a phone number in a Salesforce
contact details page. Follow the same instructions for all Salesforce objects to which you
add the Five9C2CCampaignName field.
1
96
In your Salesforce Setup menu, locate Contacts > Fields.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
97
Assigning Campaigns Automatically to Calls
2
At the bottom of the page, in the Contact Custom Fields & Relationships section,
click New.
3
Select the field type, such as Picklist.
The steps that follow depend on the data type that you select, for example:
– To map the new custom field to another Salesforce field, select Formula.
– To assign a specific campaign to all calls, select Text.
For information about your data type, see the Salesforce documentation.
4
Click Next.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
5
Assigning Campaigns Automatically to Calls
In the form, enter at least this information:
Important Be sure that the name is spelled exactly as indicated below.
Element
Value
Field Label
Five9C2CCampaignName
Field Values
Enter the names of the outbound campaigns that you want agents
to see.
Field Name
Five9C2CCampaignName
All other fields are optional.
98
6
Click Next.
7
Check Visible next to the user profiles who need to see the custom field.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
Assigning Campaigns Automatically to Calls
8
Click Next.
9
To add to page layouts, select the contact layouts that need to display this field.
10 Click Save.
The Contact Fields page reappears. At the bottom of the page, your new custom
field is listed in the Contact Custom Fields & Relationships section.
99
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
Mapping Salesforce Fields to Five9 Fields
Mapping Salesforce Fields to Five9 Fields
You can map Salesforce fields to Five9 fields so that when a person account or lead is
added to a campaign in Salesforce, the data in the mapped fields is synchronized with the
Five9 contact database. Synchronization is possible because of the salesforce_id field.
When you add contacts or leads to a Five9 list, Salesforce sends this ID with each record.
For more information about the salesforce_id field, see Adding the Salesforce ID to the
Five9 Contact Database.
Important To maintain the performance of the Five9 API, map only the Salesforce
fields required for the Five9 dialer and the VCC dialing reports. If the Five9 field
names that you plan to use do not exist in the Five9 contact database, the mapping
fails. Therefore, be sure that the fields that you want to map are present as Five9
field names and exist in the Five9 contact database.
1
Click the Five9 Settings tab.
Important Do not click or navigate away from the Five9 Settings page until the
settings are loaded. Otherwise, you need to reinstall the managed package.
2
100
Select the Five9 List Management Mapping section.
This page contains two sections: person accounts and lead field mappings.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring List Synchronization
101
Mapping Salesforce Fields to Five9 Fields
3
Add, modify, or delete mappings:
– To modify a mapping, select a Salesforce field from the menu in the first
column, and enter the corresponding Five9 field in the second column. For
example, you might map the default phone number as follows:
- Home phone: number1
- Business phone: number3
– To add a field mapping option simultaneously to the lead and contact
sections, click Add new mapping, and proceed as described above.
– To delete existing mapping options, check the boxes on the right and click
Delete selected mappings.
4
When done, click Save.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 8
Integrating Five9 Channel Readiness
with Salesforce Omni-Channel
Salesforce Omni-Channel
This chapter describes how to integrate Five9 channel readiness with Salesforce OmniChannel. Five9 does not provide recommendations for managing capacity and routing.
Salesforce Omni-Channel is not supported by Open CTI for Lightning.
In addition to using the voice and voicemail states selected by agents in the Five9
adapter, you can configure Salesforce to synchronize Five9 states and Salesforce OmniChannel presences for chat (Salesforce Live Agent) and email (Salesforce Email-to-Case)
interactions by using Omni-Channel. This feature is available only in the Service Cloud
console view by users enabled for Omni-Channel.
In Salesforce Omni-Channel, the presence of agents depends on the settings, skills, and
channels assigned to agents and on the status of the current interaction.
In Five9, agents select at the beginning of a session at least one channel. For example, an
agent select Ready for Voice. If you configure Five9 to be synchronized with Salesforce
Omni-Channel, the setting Ready for Voice means that the Salesforce Omni-Channel
presence is set for voice but not for chat or email. During a session, Five9 and Salesforce
Omni-Channel update the agents’ state and presence in both directions as needed, for
example:
• Five9 state: when agents select ready for chat, Salesforce Live Agent is set for
chat.
• Salesforce presence: when agents select Online in Live Agent, Five9 is set for
Ready for Chat.
Agents may log in and change their state in either the Five9 adapter or in the OmniChannel menu. However, To ensure that Five9 and Omni-Channel presence can be
synchronized, instruct your agents to first sign into the Omni-Channel when starting a
session with Omni-Channel.
Before implementing this feature, you must meet these requirements:
• Be enabled for Salesforce Omni-Channel.
• Configure a console view for your agents. If you are creating a new console, be
sure to enable Omni-Channel so that the option appears in the status bar of the
agents’ console.
102
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
•
•
Enabling Salesforce Omni-Channel
Configure the Salesforce Live Agent and Email-to-Case features.
Install at least version 2.23 of the managed package available in the Salesforce
AppExchange.
Enabling Salesforce Omni-Channel
Creating Service Channels
Create Presence Configurations
Enabling Agents for Access to Presence Statuses
Adding Omni-Channel to the Console
Implementing Five9 Connect
Enabling Salesforce Omni-Channel
Start by enabling Omni-Channel.
1
Locate Omni-Channel > Settings.
2
Check Enable Omni-Channel and click Save.
Creating Service Channels
Service channels enable you to define the interaction methods that your agents may see
in the Omni-Channel menu and use, such as voice, voicemail, email, and chat. Create a
channel for each type of interaction.
103
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
104
1
In the same page, click create Service Channels.
2
Click New.
3
Create a channel for each type of interaction.
Creating Service Channels
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Creating Service Channels
Field
Description
Service Channel Name
Create a channel with each of these values. Be sure to
use this format: F9_Custom_<channelName>, for
example:
• F9_Custom_CALL: phone interactions
• F9_Custom_Case: Email-to-Case interactions
• F9_Custom_Chat: Live Agent interactions
• F9_Custom_VOICE_MAIL: voicemail interactions
API Name
Field usually populated with the same values as above.
Five9 does not use the content of this field.
Salesforce Object
Object associated with the service channel. This field
applies only to Salesforce objects.
• F9_Custom_Case: case
• F9_Custom_Chat: Live Chat Transcript
For calls and voicemail, select any default or custom
object other than the two that you have already
selected. You may choose each object only once.
Custom Console Footer
Component
4
105
Optional. When an agent accepts an interaction, the
specified component, such as a marketing campaign
widget if the interaction is a lead. Five9 does not use
the content of this field.
Click Save.
When done, you see four service channels as shown below.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Create Presence Configurations
Create Presence Configurations
Presence configurations determine the presence settings that are assigned to agents.
Your organization can have multiple configurations for different groups of agents who
support different channels.
When channel names exist, the softphone adapter displays ready state check boxes for
these channels. Any combination of states selected in the Five9 softphone adapter must
match only one Salesforce presence channel.
For each single or combined state available with the selected channels, including not
ready, create a presence status in Omni-channel. If you use the voice, voicemail, chat, and
email channels, you need to create 16 presences.
1
In Setup, locate Presence Statuses.
2
Click New.
3
Create a presence for each combination of interaction.
Important Be sure that the names of the status names contain no spaces
between the words.
4
106
In the Service Channels section, move to the Selected Channels column the
available channels that correspond to presence status.
The label in the Status name column will appear in the Omni-Channel menu that
agents will use. You may use different labels. However, you must use the API
names listed in the second column.
Status Names API Names
Selected Channels
All
f9_call_vm_chat_email
Voice, voicemail, chat, and email
Call
f9_call
Voice
CallChat
f9_call_chat
Voice and chat
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Create Presence Configurations
Status Names API Names
Selected Channels
CallChatEmail
f9_call_chat_email
Voice, chat, and email
CallEmail
f9_call_email
Voice and email
CallVM
f9_call_vm
Voice and voicemail
CallVmChat
f9_call_vm_chat
Voice, voicemail, and chat
CallVmEmail
f9_call_vm_email
Voice, voicemail, and email
Case
f9_email
Case
Chat
f9_chat
Chat
ChatEmail
f9_chat_email
Chat and email
VM
f9_vm
Voicemail
VmChat
f9_vm_chat
Voicemail and chat
VmChatEmail
f9_vm_chat_email
Voicemail, chat, and email
VmEmail
f9_vm_email
Voicemail and email
NotReady
NotReady
Not ready
This figure shows the presence status for agents in ready state for all channels:
All | f9_call_vm_chat_email | All channels selected.
107
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
5
108
Create Presence Configurations
Click Save.
When done, you have 16 presence statuses as shown below.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Enabling Agents for Access to Presence
Enabling Agents for Access to Presence Statuses
You can enable agents in the profiles or in permission sets. This section describes the
procedure with profiles. For information about using permission sets, see the Salesforce
documentation.
Presence statuses indicate whether an agent is online and available to receive incoming
work items. After you create presence statuses, make them available to agents who are
assigned to certain profiles.
Agents who are assigned to this profile can sign in to Omni-Channel with any of the
presence statuses that you make available to them.
109
1
In Setup, locate Profiles.
2
Click the name of a profile.
3
In the Enabled Service Presence Status Access section at the top, highlight the
link, and click Edit.
4
Move to the right column all the presence statuses that you want your agents to
see.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Adding Omni-Channel to the Console
5
Click Save.
6
Repeat the procedure for all the profiles that you want to enable.
Adding Omni-Channel to the Console
The Omni-Channel widget appears in the bottom right corner of the Salesforce console
only. From there, agents can change their presence status and triage their incoming work
assignments.
110
1
In Setup, locate Create > Apps.
2
Click Edit next to the Salesforce console to which you want to add Omni-Channel.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Adding Omni-Channel to the Console
3
In the Choose Console Components section, add Omni-Channel to the selected
items.
4
Click Save.
5
In the App Menu in the top right corner, select your console.
The Omni-Channel menu appears to the left of the phone menu. You cannot
open the softphone and Omni-Channel menus at the same time as shown in the
figure below. In this example, all channels are enabled in the Five9 adapter and in
Salesforce Omni-Channel.
Important To see the complete Omni-Channel menu, be sure to fully expand
the menu. Otherwise, some or all of the options are hidden under the menu bar
at the top.
111
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Implementing Five9 Connect
If the softphone adapter is open, you can mouse over the Omni-Channel button
to see its status.
Implementing Five9 Connect
If your Five9 domain is licensed to use Five9 Connect, you can use the Natural Language
Processing (NLP) with multichannel interactions to filter and categorize interactions,
eliminate spam, and determine the customer’s sentiment. For example, this figure
displays a column in which the customer’s sentiment is displayed.
112
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Implementing Five9 Connect
Obtaining the Package
Installing the Five9 Connect Managed Package
Customizing the User Interface
Training the NLP Engine
Obtaining the Package
Provide information about your Salesforce domain to your Five9 representative for each
domain that you want to enable:
113
•
Subdomain for your Salesforce Organization: You can obtain this information
from the address bar of the browser after logging into Salesforce, for example:
https://na2.salesforce.com.
•
Salesforce Organization ID: The ID of your production environment is different
from that of your sandbox. Your Salesforce.com Organization ID field starts with
00Dxxx.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Implementing Five9 Connect
Installing the Five9 Connect Managed Package
Your Five9 representative provided a URL for the package and an activation key.
Install the managed package as described in Installing the Five9 Managed Package. When
the activation key page is displayed, enter your key and click Save The Activation Key.
114
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Implementing Five9 Connect
Customizing the User Interface
The Five9 NLP package adds several custom fields to the Case object. To use of these
fields, you need to add them to the case list and the case detail views.
There are two kinds of fields: display only icons and editable drop-down boxes. Icons are
read-only but are much more visible than text-based fields.
Adding Fields to the Case List View
Add fields to the Case Detail view. Edit an existing case view or add a new view.
Create or edit a view as usual. In Step 3. Select Fields to Display, add the custom NLP
fields.
115
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Implementing Five9 Connect
The fields selected above correspond to the columns displayed in the figure below.
Adding Fields to Case Detail Layout
To add fields to the Case Layout:
116
1
In the Setup menu, locate Build > Cases > Page Layouts.
1
Create or edit a layout.
2
In the page layout, create a section for the NLP fields.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
3
Drag these fields to the layout.
You may add any field that you need, for example:
– Sentiment Icon
– Sentiment
– Spam Status
– Spam Icon
– Category
4
Click Save.
Implementing Five9 Connect
Adding Categories
The Categories tab is available with NLP.
The new category will be available on the Case Detail drop-down menu. Categories
represent the cluster topics that you select for your business. The NLP engine is then
trained to make associations with these topics.
117
1
Click the Plus sign and activate the Categories tab.
2
In the Categories tab, click New.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
3
Implementing Five9 Connect
Name and save the category.
Training the NLP Engine
Before the NLP engine can tag items accurately, it needs to be trained with examples of
manually labeled cases of spam, sentiment, and category. The quality of the results is
proportional to the quantity of training. Although the number of cases required depends
on the data, usually 100–200 examples are initially sufficient for acceptable results.
As the nature of data changes over time, new types of spam and new categories are
added. You must continue to train the engine to ensure that results remain acceptable. If
you do not continue to train the engine after the initial settings, results will become
unreliable.
Actual learning takes place once a day at midnight. Therefore training results are not
instantly visible.
118
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Integrating Five9 Channel Readiness with Salesforce Omni-Channel
Implementing Five9 Connect
To set the Spam, Sentiment, and Category fields, open a case and set the correct values
for each field. Cluster and sentiment are meaningless with spam cases so do not set
them.
119
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 9
Enabling Optional Features in the VCC
This chapter describes additional Five9 features that you may add to your integration In
the VCC Administrator application.
Using Dialing Lists in the E.164 Format
Enhancing the Click-to-Dial Call Log
Displaying Call Variables to Agents
Enabling a Default Call Queue
Enabling Connectors
Enabling Agents Permissions
All custom field CRM Variables support the UK and Euro currencies.
Using Dialing Lists in the E.164 Format
The E.164 format for international phone numbers is used to route calls, process lists, and
display numbers in your applications and reports. When you upload a list, the country
prefix and all spaces and non-numeric characters, such as dots, dashes, and parentheses,
are removed. Numbers are stored in the E.164 format, starting with the plus sign.
You may also configure in the VCC a national phone number format. In this case, you can
upload lists that contain numbers in E.164 format, in your national format, or both. If you
do not specify a format, the VCC uses the E.164 format for all numbers. For example, if
you operate in the UK, these numbers are processed as follows:
Phone number format How the number is processed
International format
1 Belgium phone number is added to a list: 0032.20.3456.7899
2 Phone number is processed in VCC: International prefix (00)
and non-numeric characters are removed. Plus sign is added.
3 Stored number: +322034567899
120
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Enabling Optional Features in the VCC
Enhancing the Click-to-Dial Call Log
Phone number format How the number is processed
National format
1 UK phone number is added to a list: 02034567899
2 Phone number is processed in VCC: National prefix (0) and
non-numeric characters are removed. UK country code and
the plus sign are added.
3 Stored number: +442034567899
No specified format
Number stored in E.164 format.
If your domain is enabled to use the E.164 format, your agents must enter phone
numbers in the format that you select for all inbound and outbound calls made by the
dialer or manually. If your domain is not enabled, your agents must enter 10 digits to
conform to the North American Numbering Plan. For more information, see the Basic
Administrator’s Guide.
The default country code is North American Region. When agents select a country code,
this code is used for the following calls until agents change the country code.
Enhancing the Click-to-Dial Call Log
This feature enables you to select how Salesforce objects are added to the Name and
Related To fields of the softphone. The call log functions in one of two ways:
• Original functionality: The call log is updated by default with the last record that
agents open during the call. The information, such as case, opportunity, or
account, is added to the Name or Related To object field.
•
Enhanced functionality:
– Outbound calls are associated by default with the first record, which is the
record that was clicked for the call. The objects from the additional records
that are opened during the call are added to the Name and/or Related To
menus.
– Inbound calls are associated by default with the last opened record as in the
original functionality.
In both cases, your agents can change the default record before selecting a disposition,
and they may also create a record.
121
1
Select Actions > Configure > Other.
2
In the Call Logging section at the bottom, check the box.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Enabling Optional Features in the VCC
Enhancing the Click-to-Dial Call Log
When you do so, a verification message appears:
Important If you click Yes, the menu item becomes grayed out because the
change is permanent.
3
122
Click Yes.
You do not need to click Save to retain this feature. The change takes effect
immediately.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Enabling Optional Features in the VCC
Displaying Call Variables to Agents
Displaying Call Variables to Agents
Call variables are custom fields that store call data, which enables you to display the most
appropriate interaction and record information to agents. Use call variables directly in
voice interactions and in connectors for multi-channel interactions. You may use system
or custom variables.
This example describes how to display to agents the queues to which inbound calls are
routed by adding a call variable to the layout of a new or existing campaign profile. This
section applies only to voice interactions. You cannot display call variables of the
Customer group.
1
Open Campaign Profiles.
2
In a campaign profile, add the Call.skill_name variable to the layout.
a Open or create a campaign profile.
b Select the Layout tab.
c Select Custom Campaign Settings.
d
123
Click Add.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Enabling Optional Features in the VCC
Displaying Call Variables to Agents
e
f
Select Call Attached Variable.
Select Call.skill_name.
g
Click OK.
The variable is displayed in the list of the Layout tab.
If appropriate, enable Enforce Users to View Call Variables at the bottom.
h
Important Even though the heading for this option is CTI Web Services, the
option applies also to the Plus Application.
-
i
3
124
Enabled: Call variables are always shown to agents.
Disabled: Call variables are shown to agents only if they enable Show Call
Attached Variables in their softphone settings.
Click Apply.
If the campaign profile is currently used by a campaign, your changes are
applied immediately. If the campaign profile is not yet used by a campaign,
go to step 3.
Assign the profile to an inbound campaign.
a Open the properties of the campaign.
b In the Campaign Profile section of the General tab, click Advanced mode.
c Select a campaign profile.
d Click Apply and Save.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Enabling Optional Features in the VCC
4
125
Displaying Call Variables to Agents
If appropriate, ensure that your agents enable Show Call Attached Variables in
their adapter.
In their adapter, this feature is located in Settings > General tab; the data
associated with the variable is displayed in the call information section of the
softphone.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Enabling Optional Features in the VCC
Enabling a Default Call Queue
Enabling a Default Call Queue
You normally assign skills to your agents so that they may process calls that are delivered
to the corresponding queues. However, you may also use a queue that is not assigned to
any agents to send calls to agents and supervisors who are not assigned skills or when
agents with a particular skill are not available.
To implement this feature, configure the skill transfer module of an IVR script, shown
below, but save the module without selecting skills. Calls will be routed to agents and
supervisors who are not assigned skills. The unassigned queue is labeled Default in the
softphone.
126
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Enabling Optional Features in the VCC
Enabling Connectors
Unassigned queue
in the softphone
Enabling Connectors
Because of their security policies, browsers do not accept mixed content unless they are
configured to do so. This issue occurs with Firefox, Chrome, and Internet Explorer. For
example, if the softphone uses a secure URL, but the connector does not, the connector
will not open in the browser. To prevent issues, when you create a connector in the VCC
administrator’s application, use a secure HTTPS URL and/or enable Execute in Browser.
127
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Enabling Optional Features in the VCC
Enabling Agents Permissions
Enabling Agents Permissions
In addition to standard agent permissions, assign those specific to Plus applications, or
create a profile that contains the permissions. Both permissions are available in the Roles
tab of user profiles and in each user’s permissions. By default, both permissions are
disabled.
PSTN station
Important Agents and supervisors who log into a PSTN station or forward calls
between sessions may incur high long-distance fees. Therefore, be sure to give
permission only to the appropriate users.
128
•
Top of the window: User can access selected client: Web Agent
– Enabled: Agents can use the Web agent. These agents must not be enabled
for Social and Email in the Media Type tab of the user’s properties. Only Java
agents can use these options.
– Disabled: The agent can use only the Java agent if it is enabled.
•
Bottom of the window: User Cannot Manually Install Softphone.
– Enabled: Agents cannot download the softphone when logging in for the first
time.
– Disabled: Agents can download the softphone when logging in for the first
time.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 10
Configuring Salesforce Reports to
Include Five9 Statistics
To obtain detailed information about the performance of your contact center, you can
import Five9 statistics into your Salesforce organization by using the Salesforce Email
Services and generate reports that contain data from Salesforce and Five9.
Configuring Salesforce Email Services
Uploading Batches of Five9 Logs
Salesforce Limits
Important In addition to the limits mentioned below, be sure that your
implementation conforms to Salesforce Limits. Otherwise your requests may be
rejected.
Configuring Salesforce Email Services
Salesforce Email Services enable you to process the contents, headers, and attachments
of inbound email messages with Salesforce managed classes. For example, you can use an
email service to create contact records from the information in messages or to transfer
voicemail messages that you want to attach to a Salesforce object. You can associate each
email service with one or more Salesforce-generated email address to which you send
messages for processing. To give multiple users access to a single email service, associate
the email addresses as follows:
•
•
Multiple email addresses: allocate the addresses to users.
Single email address: write a managed class that is executed by the user
accessing the email service. For example, after identifying an email address, the
class creates records for the user.
Five9 can support up to 100 queries. Therefore, ensure that the CSV file that you send to
Salesforce contains no more than 100 records. For information about limits in Salesforce,
refer to the Apex Developer Guide and How to be Successful with Salesforce User’s Guide.
The following example describes how to generate a mapping to import Five9 statistics
about unsuccessful dialing attempts.
129
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Salesforce Reports to Include Five9 Statistics
130
Configuring Salesforce Email Services
1
2
In your Salesforce Setup menu, locate Email Services.
Click New Email Service.
3
Configure as follows:
Element
Value
Email Service Name
Contents of the report, for example: Unsuccessful dial
attempts.
Apex Class
Class that processes report email messages. To find a
class, click the magnifier to the right of the field, and
select Five9ReportEmailService.
Accept Attachments
Select All.
Advanced Email
Security Settings
Leave the box unchecked.
Accept Email From
Enter five9.com.
Convert Text
Attachments to Binary
Attachments
Check the box.
Active
To activate the service, check this box.
Enable Error Routing
Check the box.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Salesforce Reports to Include Five9 Statistics
131
Configuring Salesforce Email Services
Element
Value
Route Error Emails to
This Email Address
Enter the email address of the recipient of service errors.
4
Click Save and New Email Address.
All the fields are populated but can be modified:
– The name in the Email Address field is part of the generated email address.
– The Context User field contains the Salesforce administrator’s name or that
of a user with administrative rights.
– The Accept Email From field contains the email address of the administrator
who created the email service address. Change the entry to five9.com.
5
To generate the address, click Save.
A summary page appears with the email address at the bottom.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Salesforce Reports to Include Five9 Statistics
Configuring Salesforce Email Services
6
To edit the email address, click Edit.
7
Ensure that the required fields contain the information that you need.
For example, you may change the name of the context user to a role, such as
administrator.
email address of the email service
8
132
Save the email address.
You will be pasting the email address when you create your Five9 reports.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Salesforce Reports to Include Five9 Statistics
Uploading Batches of Five9 Logs
Uploading Batches of Five9 Logs
You can export batches of reports from Five9 to Salesforce with the Salesforce Email
Services. These reports contain calls made by the Five9 dialer:
• Calls never handled by agents, such as when they are busy. If you want, you can
create tasks in Salesforce for these calls.
• Calls handled by agents. If agents are not allowed to create tasks in Salesforce,
the Email Service creates the task records. This situation is not common because
usually agents are allowed to create tasks in Salesforce.
• All calls made by the dialer. To avoid duplicating call records, Five9 recommends
that you capture calls by using either tasks or the report but not both.
Creating Activity Fields for Reports
Mapping Salesforce Task Fields to Five9 Fields
Customizing Five9 Reports
Creating Activity Fields for Reports
If you have not done so already, create in Salesforce the Five9_Call_Time field. You will
need this field when you customize the Salesforce log mapping to send Five9 logs to
Salesforce with the Salesforce email services. You may create other fields as needed.
Mapping Salesforce Task Fields to Five9 Fields
You need to map at least the custom date and time fields. To associate the call log with
Salesforce tasks, you can also map the salesforce_id Five9 contact field, which
synchronizes data between Five9 and Salesforce. If a Five9 field does not exist or the data
type, such as time, date, or text, does not match, the field is not added to the report.
1
Click the Five9 Settings tab.
Important Do not click or navigate away from the Five9 Settings page until the
settings are loaded. Otherwise, you need to reinstall the managed package.
2
133
Click Five9 Log Mapping.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Salesforce Reports to Include Five9 Statistics
Uploading Batches of Five9 Logs
The Log Mapping page shows the default fields. The column on the left contains
the task fields saved in the Salesforce task record. The column on the right
contains the Five9 fields included in the Five9 report.
3
To add a field, click Add new mapping.
A new pair of fields appears at the bottom of the list.
4
Select a Salesforce task field, and enter the name of the corresponding Five9
report field, such as date:
Salesforce Task Field
Five9 Report Field
Created Date
DATE
Required
Five9_Call_Time
TIME
Required
Contact/Lead ID
134
Optional
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Salesforce Reports to Include Five9 Statistics
5
Uploading Batches of Five9 Logs
Click Save.
Customizing Five9 Reports
The maximum report size is 5 MB. If you have larger reports, Five9 recommends that you
modify your criteria to create smaller reports. You can view your Five9 reports as Tasks in
Salesforce. For detailed information about creating and scheduling Five9 reports, see the
Dashboard and Reporting User’s Guide.
1
Click Create New Custom Report.
2
Select a type of report and a report format.
3
Configure a report that contains the fields specified in the Salesforce mapping for
your email service.
To add more fields to your report, see Viewing Standard Salesforce Task Fields,
and add the fields in Mapping Salesforce Task Fields to Five9 Fields.
4
Add these fields:
Five9 Report Field
135
DATE
Required Date of creation.
TIME
Required Time of creation.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Salesforce Reports to Include Five9 Statistics
Uploading Batches of Five9 Logs
Five9 Report Field
salesforce_id
Optional Associates the call log with the Salesforce lead
that was called by the Five9 dialer. Do not use this
field if the dialer is configured to dial more than
once each hour.
Important If the report contains records for
leads that have been converted in Salesforce,
the batch update fails, no task is created, and
you receive an email error message. Therefore,
send the batch update before the dialer makes
another call attempt. To reduce the likelihood of
errors, set the report interval to Last Hour and
schedule the report to be emailed hourly.
Five9 reports
5
136
In the Schedule step at the end, configure these elements:
a Paste the email address created by the Salesforce email service in the E-mails
field of the Report schedule window. For more information, see email
address of the email service.
b In the Output Format field, select CSV (Windows).
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 11
Collecting Logs
This chapter describes how to collect logs from the workstation of agents who use the
Five9 Plus applications:
Browser Logs
Softphone Log
Application Log
Logs are always displayed in UTC.
Browser Logs
Chrome
Firefox
Internet Explorer
Safari
Chrome
Follow these steps to locate the console logs.
137
1
In Chrome, click the menu icon in the top-right corner of the browser.
2
Select More Tools > Developer Tools.
3
In the browser console, select the Network tab, WebSockets, WS, and Frames.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Collecting Logs
Browser Logs
4
Select the Console tab.
5
Click the filter, and select the items that you want, such as errors and warnings.
Firefox
Follow these steps to locate the console logs.
138
1
Open the console: Ctrl+Shift+J.
2
Click and select the objects that you want.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Collecting Logs
Browser Logs
Internet Explorer
Follow these steps to locate the console logs.
1
To open the console, press F12.
2
Select the console tab.
Safari
Follow these steps to locate the console logs.
139
1
To enable Web Inspector in the browser toolbar, open the Safari preferences.
2
Select the Advanced tab.
3
Enable Show Develop menu in menu bar.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Collecting Logs
Softphone Log
4
To access the Web Inspector, click the Develop menu in the menu bar, or press
Command-Option-I.
5
Select console.
Softphone Log
You or Five9 Customer Support may request these files, which contain information about
the adapter. Softphone logs are saved in the agent’s computer for four days before being
deleted. Log files are located in these folders:
• Windows: %appdata%\Five9\Logs\websoftphone
• MAC: ~/Library/Application\Support/Five9/Logs/websoftphone
Application Log
All actions performed by agents are saved in logs that can be used to troubleshoot
problems with their station. You or Five9 Customer Support may request application logs
to troubleshoot issues. By default, all agents can collect logs that apply to voice and text
interactions and send a basic report. These logs contain the events that occur during the
agent’s current session because logs are not saved when the agent closes the browser.
The log window gathers all available information. The process takes 30–60 seconds.
During that time, if you click Stop Logging or close the window, the content that has been
logged so far is not saved, but the rest of the session information is retained unless the
session has timed out. The log is complete when no more information is added.
These logs are located in the softphone.
140
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Collecting Logs
Application Log
1
In the Help menu, click Start Logging.
2
To save the content that you need to send to Customer Support, click Download.
The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6, 2015
4_14 PM.txt. The file is saved in your default download folder.
You may redirect the softphone logs to a custom directory. To do so, set the F9_
SOFTPHONE_LOG_DIR environment variable in the agent’s workstation. For example, you
may redirect the logs to a NAS share mounted in the agent’s workstation.
For more information about logs, see Reporting Problems in the Plus Adapter for
Salesforce Agent’s Guide.
141
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Chapter 12
Managing the Software for Your Agents
This chapter describes how to configure your agents’ browser. If you want to allow your
agents to prepare their browser, forward to them the instructions for the appropriate
browsers.
You can use the adapter with Microsoft® Internet Explorer®, Mozilla® Firefox®, Google™
Chrome™, and Apple® Safari®. For detailed information about the supported browsers,
see the VCC Technical Requirements.
The Five9 softphone supports system and agent spaces:
• System space: You may prepare the browsers and install the softphone remotely
by using Windows Group Policy or Mac Active Directory.
• Agent space: When agents log into the softphone for the first time, they may
download it and any additional software required for your integration.
Installing the Adapter
Configuring the Browser
Installing the Adapter
If you currently use a previous Five9 adapter for Salesforce, CTI Toolkit API versions 3.x,
4.x, or Open CTI, you may install the new Five9 Plus Adapter for Salesforce without first
removing the existing adapter.Install the softphone with the system space installer. Even
if your agents use more than one browser and if you use more than one Five9 product,
you need to install the softphone only once because the installers are identical:
• Windows: The file name is Five9Softphone.msi.
• Mac: The file name is Five9Softphone.dmg.
Important Be sure that your firewall and other security software does not block the
installation of the Five9 softphone.
142
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Installing the Adapter
Firefox 49
Important Due to a defect in Firefox 49, the softphone adapter may not be
detected immediately when it is installed for the first time. Adapters that are
already installed are not affected. To resolve this issue, users should close and
reopen the browser. Alternately, in the browser menu, users can click Tools > Addons > Plugins to verify that Five9 Softphone Plugin is listed. This action needs to be
performed only once.
Firefox beta version 50.b.10 appears to work correctly.
Mac OS 10 with Safari 10
Important Due to issues in Mac OS 10.12.1 with Safari 10.0.1, users may experience
one of these problems when the softphone adapter and the extension are installed:
•
•
1
After users install the softphone adapter and the extension, an error
message is displayed. To resolve the issue, users should press Command +
R to manually refresh the page.
After users install the softphone adapter and the extension, the adapter
may crash. To resolve this issue, users should log out and reopen the
browser. After that, the expected three tones are played.
To install the softphone, double-click the installer and click Run.
The process may take a couple of minutes.
2
143
When done, click Finish.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Configuring the Browser
Occasionally, the softphone adapter may need to be updated. Five9 recommends that
you do not prevent your agents from installing the automatic softphone and add-on
updates because your agents are prevented from working until the updates are installed.
To prevent installation problems for your agents, ensure that they have permission to do
so if they will use the softphone and install the adapter at least once to resolve any
potential issues due to your browser, firewall, and operating system.
Configuring the Browser
Chrome
Firefox
Internet Explorer
Safari
Chrome
You need to add exceptions to the browser and install and configure the adapter.
Adding Exceptions
Installing the Extension
Important In addition to adding exceptions to the browser, remember to also
update your corresponding Group Policies with the same information. Otherwise,
the current Group Policies will overwrite your browser settings.
If you use Mac OS and Chrome 53, connectors do not open. Be sure to update the
browser.
144
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Configuring the Browser
Adding Exceptions
Add exceptions for Five9 and Salesforce so that notifications can appear in the adapter.
145
1
Click the Chrome menu in the top-right corner of the browser.
2
Select Settings.
3
At the bottom of the Settings tab, click Show Advanced Settings.
4
In the Privacy section, click Content Settings.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
146
Configuring the Browser
5
In the Cookies section, ensure that Allow local data to be set is selected.
6
Scroll down to Pop-ups.
7
Click Do not allow any site to show pop-ups.
8
Click Manage exceptions.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
9
Configuring the Browser
Add these exceptions, ensuring that the selected behavior is Allow:
[*.]five9.com or [*.]five9.eu
[*.]salesforce.com
10 Click Done, Done, and close the Settings tab.
Installing the Extension
Note If your agents have permission to access multiple domains, you need to install
one extension for each domain.
You may install the extension from the Chrome Web store now, or you may allow agents
to install it when they log into the adapter for the first time. In this last case, agents will
be prompted to reinstall the extension when an update is available.
Chrome Web Store. Click this link to the extension in the Chrome Web store.
147
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
148
Configuring the Browser
1
Click Add to Chrome.
2
Click Add.
After the extension is installed, the button changes from blue to green.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Configuring the Browser
Chrome Extension File. To distribute the extension to your agents’ workstations, save
the CRX file. For instructions about distributing the extension, see Extensions: Other
Deployment Options in the Chrome Developer Center. This option does not appear in the
agent’s guide.
Troubleshooting the Softphone
If the softphone appears connected in one browser window but disconnected in another,
refresh the page of the window in which the softphone is disconnected.
Refresh all pages after you install or remove an extension.
Firefox
Add exceptions to the browser and install and activate the adapter.
Adding Exceptions
Enabling the Five9 Softphone Plug-In
Adding Exceptions
Important In addition to adding exceptions to the browser, remember to also
update your corresponding Group Policies with the same information. Otherwise,
the current Group Policies will overwrite your browser settings.
Add exceptions for Five9 and Salesforce so that notifications can appear in the adapter,
and install and activate the adapter.
149
1
Click Tools or the menu button in the top right corner, and select Options.
Depending on the version of your browser, the Options menu opens either in a
Windows menu or in a browser tab. However the features are the same.
2
Select the Content tab.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Configuring the Browser
3
Check Block pop-up windows, and click Exceptions.
4
Add these exceptions, ensuring that the selected behavior is Allow:
five9.com or five9.eu
[*.]salesforce.com
5
Click Save Changes.
6
Depending on your browser version, close the tab or click OK to close the settings
window.
Enabling the Five9 Softphone Plug-In
Perform this procedure after the adapter is installed.
150
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Configuring the Browser
1
Click Tools > Add-ons.
2
Click Plugins.
3
Locate Five9 Softphone Plugin, and select Always Activate if it is not already
selected.
4
Depending on your browser version, close the tab or click OK.
Internet Explorer
At a minimum, you need to enable pop-up windows, and if agents see error messages,
complete the appropriate other sections.
151
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Configuring the Browser
Enabling Pop-Up Windows
Configuring Optional Browser Features
Enabling Pop-Up Windows
Important In addition to adding exceptions to the browser, remember to also
update your corresponding Group Policies with the same information. Otherwise,
the current Group Policies will overwrite your browser settings.
You must add exceptions for Five9 and Salesforce so that notifications can appear.
1
Select Tools > Internet Options.
2
Click the Privacy tab.
3
Check Turn on Pop-up Blocker, and click Settings.
4
Add these exceptions:
*.five9.com or *.five9.eu
*.salesforce.com
152
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
5
Configuring the Browser
Click Close, and OK.
Adding your Domains to Trusted Sites
If you use Internet Explorer 11 with single sign-on, follow these steps.
153
1
Select Tools > Internet Options.
2
Select the Security tab.
3
Select Trusted Sites.
4
Click Sites.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Configuring the Browser
Microsoft Dynamics CRM host
5
Add these domains to the list:
– Your Five9 host (five9.com or five9.eu)
– Your AD FS host
For example, if your AD FS login URL is https://idp.mycompany.com/adfs/ls/
IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com.
6
Click Close.
Configuring Optional Browser Features
Follow these steps only if error messages are displayed.
Customizing Intranet Sites in Internet Explorer 11
Disabling Protected Mode
Customizing Intranet Sites in Internet Explorer 11. If Salesforce search results do
not appear, verify that the Salesforce domain is not part of your intranet. Do not use this
procedure with other versions of Internet Explorer.
154
1
Select Tools > Internet Options.
2
Select the Security tab.
3
Select Local Intranet, and click Sites.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
155
Configuring the Browser
4
Click Advanced.
5
In the list of Websites, select and remove Salesforce if it is listed.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Configuring the Browser
6
Click Close, OK, and OK.
7
Select Tools > Compatibility View Settings.
8
Disable Display intranet sites in Compatibility View.
9
Click Close.
Disabling Protected Mode. By default, Protected Mode is enabled for the Internet,
Local Intranet, and Restricted Sites zones. If it is enabled for the Web site opened in the
current tab, an error message states that the Five9 adapter cannot run. To disable
Protected Mode, follow these steps.
156
1
Select Tools > Internet Options.
2
Select the Security tab.
3
If you are using Internet Explorer 11, select Trusted Sites.
4
Click Sites.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
157
Configuring the Browser
5
Add two domains to the list: your Five9 host (five9.com or five9.eu) and your AD
FS host.
For example, if your AD FS login URL is https://idp.mycompany.com/adfs/ls/
IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com.
6
Click Close.
7
Select a Web content zone, and disable Enable Protected Mode.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Configuring the Browser
Safari
Enable pop-up windows, plug-ins, and cookies in the Safari Preferences, and install an
extension.
Enabling Pop-Up Windows and Plug-Ins
Enabling Cookies
Installing the Extension
Enabling Pop-Up Windows and Plug-Ins
By default, your browser prevents pop-up windows. You must disable this feature.
158
1
Click Security.
2
Disable Block pop-up windows.
3
Enable Allow Plug-ins and click Website Settings.
4
For the Five9 Softphone Plugin, select Allow Always, and Click Done.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Configuring the Browser
Enabling Cookies
By default, the browser limits cookies to only the pages that are visited. This feature
prevents logging into the Plus Adapter for Salesforce the first time.
159
1
Click Privacy.
2
In Cookies and website data, click Always allow.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Removing the Integration
Installing the Extension
Safari extension
Note If your agents have permission to access multiple domains, you need to install
one extension for each domain.
To distribute the extension to your agents’ workstations, download and save the
Five9Softphone.safariextz file. However, agents can install the extension when they log
into the adapter for the first time. When an update is available, a notification appears in
the softphone.
Removing the Integration
Be sure that the user has logged out of the adapter and that the browser is closed.
Removing the Adapter
If you need to remove the softphone adapter, follow these steps. However, if you
installed an extension for the Chrome or Safari browser, the extension remains.
Windows OS
Follow these steps:
160
1
Click Start > Control Panel > Programs > Uninstall a Program.
2
In the list of programs, select Five9 Softphone and click Uninstall.
3
Click Yes to confirm.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
4
Removing the Integration
When done, close the control panel.
Mac OS
To remove the softphone, use this script, which is located inside the installation image:
1
Install the softphone either from the customer portal or from the link displayed
in the Plus application if an update is required when you log in.
2
Run this script at your terminal:
/Volumes/Five9\ Softphone\ Installer/.content/uninstall.sh
Clearing the Browser Cache
The login window for the adapter still appears, but the softphone is no longer installed: if
you try to log in now, the installation process starts again.
Chrome
161
1
Click the Chrome menu in the top-right corner of the browser.
2
Select More Tools > Clear browsing data.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Removing the Integration
3
Select the amount of data that you want to delete, such as the beginning of time
to delete everything.
4
Check the boxes for the types of information that you want to remove.
5
Click Clear browsing data.
6
Close the Settings tab.
Firefox
1
162
Click Tools > Options > Advanced > Network.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
Removing the Integration
2
Click Clear Now twice.
3
Depending on your browser version, close the tab or click OK to close the settings
window.
Internet Explorer
1
163
Click the cog in the top right corner > Safety > Delete browsing history, or press
Ctrl+Shift+Delete.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Managing the Software for Your Agents
2
164
Removing the Integration
Check the appropriate boxes, and click Delete.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Appendix A
Components of the Apex Package
This appendix contains the components of the Five9 managed package that you
download from the Salesforce AppExchange.
Code
Tabs
Custom Fields
Pages
All custom objects and resources are for internal use only.
Code
All other Apex classes are for internal use only.
Component
Description
Five9ReportEmailService
Apex class required to configure Salesforce Email
Services for Five9 Log Mapping. See Configuring
Salesforce Reports to Include Five9 Statistics.
Component
Description
five9admins
Do not use.
Five9AdminWS
Do not use.
Tabs
165
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Components of the Apex Package
Five9 Settings
Custom Fields
Tab that contains optional features:
• Default screen pop search: Enabling Custom
Salesforce Search Options
• Open CTI search class: Configuring Custom
Searches
• Five9 configuration Web Services API: Defining
the Five9 Web Services Credentials
• Five9 log mapping to Salesforce fields: Mapping
Salesforce Task Fields to Five9 Fields
• List Management Mapping: Mapping Salesforce
Fields to Five9 Fields
Custom Fields
Use only the fields described below. All other custom fields are for internal use only.
166
Component
Description
Five9 After Call Work Time
Configuring Five9 Custom Fields in Salesforce
Five9 Agent
Configuring Five9 Custom Fields in Salesforce
Five9 Agent Extension
Configuring Five9 Custom Fields in Salesforce
Five9 Agent Name
Configuring Five9 Custom Fields in Salesforce
Five9 ANI
Configuring Five9 Custom Fields in Salesforce
Five9 Call Now
Synchronizing Dialing Lists: Optional campaign field
that indicates whether new records are dialed
immediately after they are created. Possible values:
yes or no.
Five9 Call Type
Configuring Five9 Custom Fields in Salesforce
Five9 Campaign
Configuring Five9 Custom Fields in Salesforce
Five9 DNIS
Configuring Five9 Custom Fields in Salesforce
Five9 Handle Time
Configuring Five9 Custom Fields in Salesforce
Five9 Report Email
Linking Salesforce Campaigns to Multiple VCC
Domains
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Components of the Apex Package
Pages
Component
Description
Five9 Session Id
Configuring Five9 Custom Fields in Salesforce
Five9 User
Linking Salesforce Campaigns to Multiple VCC
Domains
Five9 User Password
Linking Salesforce Campaigns to Multiple VCC
Domains
Five9 WS Endpoint
Linking Salesforce Campaigns to Multiple VCC
Domains
Five9CallbackCampaignId
Configuring Five9 Custom Fields in Salesforce
Five9CallbackCampaignName
Configuring Five9 Custom Fields in Salesforce
Five9CallbackId
Configuring Five9 Custom Fields in Salesforce
Five9CallbackNumber
Configuring Five9 Custom Fields in Salesforce
Five9list
Synchronizing Dialing Lists: Campaign field that
contains the name of the Five9 dialing list.
Component
Description
Five9 Home Softphone Layout
Home Page layout
Five9Config
Visualforce page
Pages
Five9LogMappingConfigComponent Visualforce component
List Management Field Mapping
167
Visualforce component
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Download PDF
Similar pages