When using Service Cloud Voice (SCV) with Vonage Contact Center (VCC) and if enabled for your account, you can delegate routing decisions for calls into VCC to Salesforce's Omni-Channel flows. The flows then update VCC to indicate where the calls should go to next—to either an interaction plan or an agent.
To configure this, you must perform some configuration tasks in both VCC and Salesforce. Depending on whether you are configuring the flow to return the name of an interaction plan only or interaction plan and agent, you will need to perform these steps:
Location | Task | Interaction plan only | Interaction plan and agent |
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VCC | |||
Make interaction plans available for use in Salesforce Omni-Channel flows. | |||
Create a Data Connector applet that sends inbound calls to an Omni-Channel flow in Salesforce. For information, see Create a Data Connector applet later in this page. | |||
Create a Data Router applet that routes the inbound calls to either a personal queue or a Shim Calling applet depending on whether the Omni-Channel flow returned an agent ID. | |||
Create a Shim Calling applet that routes the inbound calls to the chosen interaction plans. For information, see Create a Shim Calling applet later in this page. | |||
Set up a personal queue. | |||
Salesforce | |||
Configure the Omni-Channel flow that decides which VCC interaction plans, agents, or both the inbound calls should be routed to. For information, see Configure an Omni-Channel flow later in this page. | |||
Create call center channels that connect your call center numbers to an Omni-Channel flow and fallback queue. For information, see Create call center channels later in this page. | |||
Give your Omni-Channel flow permission to access required settings in your VCC account. For information, see Give your Omni-Channel flow access to VCC later in this page. | |||
Map Salesforce queues to VCC interaction plans. For information, see Create queue mappings later in this page. | |||
Link Salesforce users to their corresponding agents in VCC. |
To use Vonage for Service Cloud Voice with Omni-Channel flows, you must install version 22.101, or later, of the Vonage for Service Cloud Voice package and 20.105, or later, of Vonage for Salesforce. |
When you have completed the configuration, the Data Connector applet will notify Salesforce about applicable inbound calls. Salesforce will use the specified Omni-Channel flow to determine the target queue, user, or both. Salesforce returns the name of the VCC interaction plan mapped to the target queue, or the ID of the VCC agent who is linked to the target user, or both. Where an agent ID is returned, the call is routed to the personal queue of the target agent. Where only an interaction plan is returned, the Shim Calling applet routes the inbound calls to the interaction plan.
In detail:
In this page |
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In Interaction Plan Manager, make required interaction plans available for use in Omni-Channel flows. Create a new or edit an existing interaction plan and click Show in Salesforce Omni-Channel flows. For information about using Interaction Plan Manager, see Using Interaction Plans Manager.
If you don't enable interaction plans to show in Omni-Channel flows, you will not see them when you create queue mappings. Queue mappings map Salesforce queues to VCC interaction plans. For information about creating queue mappings, see the Create mappings section later in this page.
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To...
...perform the following steps:
In the Omni-Channel flow settings section, provide the following information:
Field | Description |
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Dialed number | The original number that the caller dialed. Salesforce will use this to determine the Omni-Channel flow to use and the fallback queue if you do not specify them in Flow and Fallback queue. |
Flow | Optional. The developer name in Salesforce of an existing Omni-Channel flow that you want to route the inbound call to. If you don't already have a flow that you want to use, provide the name when you have created it. You need to provide a Flow if you have not created a channel in your call center, or if you want to override the Omni-Channel flow used for the dialed number. For information about call center channels, see the Create call center channels section later in this page. |
Fallback queue | Optional. The developer name or ID in Salesforce of the queue to use in case the Omni-Channel flow fails. You need to provide a Fallback queue if you have not created a channel in your call center, or if you want to override the Omni-Channel flow used for the dialed number. For information about call center channels, see the Create call center channels section later in this page. |
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When you have configured both of the Interaction plan name and Agent ID data sources in the Data Connector applet, you will need a Data Router applet to determine where the call should go next. If Agent ID is available, the call should be routed to the agent's personal queue. If Agent ID is not available, the call should be routed to the interaction plan.
To route the inbound call according to whether the Agent ID is available, perform the following steps:
When you have created your Data Router applet, you will need to go back to your Data Connector applet. Select your Data Router applet in Successful Action and click Update to save the change.
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To route the inbound call to the returned interaction plan, perform the following steps:
When you have created your Shim applet, if you are configuring flows to return an interaction plan only, you will need to go back to your Data Connector applet. Select the Shim applet in Successful Action and click Update to save the change.
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To route the inbound call to the returned agent, you will need to set up a person queue, the configuration for which requires multiple applets, most importantly the Skill Tagger applet. For information about setting up personal queues, see Setting up personal queues. Use the agent ID data source that you created in the Data Connector applet where required in the Skill Tagger applet.
When you have set up your personal queue, if you are configuring flows to return an agent ID only, you will need to go back to your Data Connector applet. Select the first applet in your personal queue in Successful Action and click Update to save the change.
The first applet may not be your Skill Tagger applet. Make sure that the call will be routed through all applets that the personal queue requires. |
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Create a new or update an existing Omni-Channel flow in Salesforce. This will be the flow specified in the Data Connector applet or in the call center channel.
We recommend using the Omni-Channel Flow template to help create the flow. |
The flow can use properties that the Data Connector applet provides to help with routing decisions. Your flow must return the name of the target Salesforce queue or user, or both. For information about creating Omni-Channel flows, see Advanced Routing with Omni-Channel Flows (Salesforce help).
You can optionally configure the flow to pop multiple records when routing inbound VCC calls. For information about configuring the flow to pop multiple records, see Using Multiple Add Screen Pop Actions in an Omni-Channel Flow (Salesforce help).
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If you do not provide values for Flow dev name and Fallback queue in your Data Connector applet, you must create call center channels that map your call center numbers to an Omni-Channel flow and fallback queue. For information call center channels, see Assign an Omni-Channel Flow to a Phone Channel (Salesforce help).
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To give your Omni-Channel flow permission to access required settings in your VCC account, you must firstly authenticate the named credentials you'll be using and then connect your contact center in Salesforce to those named credentials.
To give your named credentials permission to access VCC, you must authenticate your named credentials. To do so, perform the following steps:
To connect your contact center in Salesforce to your authenticated named credentials, perform the following steps:
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Create queue mappings in Salesforce. Map the Salesforce queues returned by the Omni-Channel flows to VCC interaction plans.
When you click Finish to map a Salesforce queue to a VCC interaction plan, a Salesforce error appears. Click Cancel and then refresh the page. Your new queue mapping appears in the list. |
For information about creating queue mappings, see Map Your Salesforce Queues to Telephony Provider Queues (Salesforce help). The Omni-Channel flow can then return the name of the interaction plan to the Data Connector applet.
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Link Salesforce users returned by the Omni-Channel flows to VCC agents. For information about linking users to agents, see Setting up Vonage Contact Center agents in Salesforce.
Your Salesforce users must also be configured to use Service Cloud Voice. For information, see Setting up agents in Vonage Premier for Service Cloud Voice in Salesforce.
If you added Salesforce users to your Vonage for Service Cloud Voice contact center in Salesforce before upgrading to version 22.101, you may get an error when routing to a VCC agent. To fix this error, you need to remove the previously added Salesforce users from the contact center and then readd them. For information about adding and removing Salesforce users to the contact center, see the Add users to contact center section in Setting up agents in Vonage Premier for Service Cloud Voice in Salesforce. |