WebexCC Salesforce Agent Desktop Installation And Configuration

Video example

Introduction

The object of this lab excercise is to Install and Configure the WebexCC Salesforce Agent Desktop Application

Login to your Salesforce instance and Go to Setup
In the search box, type “AppExchange Marketplace”
In the AppExchange Marketplace type “Cisco Webex Contact Center for Salesforce”
Click Get It Now and choose either of the options to install
Install in Production—Choose when you’ve tested and is ready to go public.
Install in Sandbox—Choose when you’ve to test against a copy of the production org. The login URL is different for Sandbox environment. Once you’ve tested in the Sandbox, you must install it on a production environment using the option Install in Production.
After the installation is complete, click Done.

In Salesforce navigate to Setup.
In the search box, type “Call Centers”.
Click the Edit link corresponding to the Webex Contact Center.
Update the Display Name field if you want to change the Display name of the call center.
Configure the CTI Adapter URL: https://desktop.wxcc-us1.cisco.com/
Configure Softphone Layout:- Softphone Height: 600 Softphone Width: 550

In Salesforce navigate to Setup.
In the search box, type “Call Centers”.
Click the link corresponding to the Webex Contact Center
Click on the “Manage Call Center Users”
It opens the “Manage Users” page
Click on “Add More Users” button to add users to call center application. Click on “Remove Users” button to remove users from Call Center application.
Search Screen opens and apply the filters to find the Call Center Users.
Select the users from the list and click on the “Add to Call Center” button.
It redirects to manage users page and it lists the all the users that are added to the call center application

In Salesforce navigate to Setup.
In the search box, type “Softphone Layout”.
Click on the “New” Button, it opens the “Softphone Layout Configuration page”.
Enter Name for the Softphone Layout Configuration.
Select the Is Default Layout Check Box If you want to make this Softphone layout default for all the call center application.
Configure the Softphone and Screenpop settings for Inbound, Outbound and Internal Calls.
Click Save to create the Softphone Layout configuration

In Salesforce navigate to Setup.
In the search box, type “Softphone Layout”.
Click on the “Softphone Layout Assignment” Button, it opens the “Softphone Layout Assignment page”.
Assign the Softphone Layout configuration for each user profiles

In Salesforce navigate to Setup.
In the search box, type “Object Manager” and click on “Object Manager” link button.
It opens the Object Manager list page. Filter the list page by typing “Task” in the Search box. Click on “Task” button link
It opens the Task Details page. Select the page layout.
Click Page Layout Assignment > Edit Assignment.
Select a profile from the displayed list in the Profiles column.
Select the Cisco Webex Contact Center Task Layout from the Page Layout To Use drop-down list.
Click Save to assign the Task Layout

In Salesforce, click App Launcher > Webex Contact Center.
From the Navigation Apps drop-down, select Reports. Note: If the reports is not listed, click Edit > Add More Items and add the Reports
To see all the existing reports, click All Reports. Note:There is a default call activity report that installs with Cisco Webex Contact Center for Salesforce client.
In the search box, type “Object Manager” and click on “Object Manager” link button.

Login to WebexCC Admin Portal
Go to Provisioning > Desktop Layout > New Layout
Enter Name and Description for the desktop layout.
Status by default will be Active.
Add the Teams to Desktop layout. Agents associated with that team will get the Salesforce Desktop Layout.
Upload the custom desktop layout for WebexCC Salesforce Desktop.
Click Save.A custom Desktop Layout named Salesforce has been created in WebexCC.

Changelog:

Version	Comments	Author(s)	Date
1.0	Initial Release	GIREESH Vallatheril Babu (gvallath)	19 Jan 2021