Salesforce Embedded Light

Overview

XCALLY Shuttle provides the Salesforce Embedded Light integration, that works ONLY if the Agents are logged with the XCALLY Phonebar 3.7 onwards.

The integration automatically creates a Task for each inbound/outbound call (independently from the belonging Queues), according to the settings configured on the Salesforce Call Center section.

Furthermore, the agents will have a calls logged in Sales Force if they click a number to dial from within Sales Force.

Tasks are opened and shown to the Agent on the same TAB. The Agent can manage calls using a phone embedded on the Salesforce interface, in particular he can:

• accept the inbound calls clicking on the Answer button; for each inbound answered call a new Task/Case will be created and always shown to the Agent.

• perform click to call outbound calls, just clicking on the phone numbers present in the Salesforce Objects. Every created Task is related to the Salesforce Object (for example Account, Case, Lead...) from which the call has been originated and the Task is added on the Object's Open Activities section.

Connected App

In order to use the Integration you have to create, in Salesfoce, the xCally Shuttle Connected App, following the two steps below:
1. After the login, the Administrator has to go in the Setup section. In the menu, on the left, he has to click on Build -> Create -> Apps and then on the New button in the Connected Apps section.

2. Insert the following data into the New Connected App:
- Connected App Name: xCally Shuttle
- API Name: xCally_Shuttle
- Enable OAuth Settings: Enabled
- Callback URL: https://login.salesforce.com/services/oauth2/callback
- Selected OAuth Scopes:
- Access and manage your Chatter feed (chatter_api)
- Access and manage your data (api)
- Access custom permissions (custom_permissions)
- Access your basic information (id, profile, email, address, phone)

- Access and manage your data (api)
- Access custom permissions (custom_permissions)
- Access your basic information (id, profile, email, address, phone)
- Allow access to your unique identifier (openid)
- Full access (full)
- Perform requests on your behalf at any time (refresh_token, offline_access)
- Provide access to custom applications (visualforce)
- Provide access to your data via the Web (web)

Important configurations and hints

The integration between xCally Shuttle and Salesforce uses the new Shuttle Push Technology in order to speed the Task creation and agent pop-up.
In order to have it working properly please note that:

• the integration WORKS ONLY if the Agents are logged on the XCALLY Phone bar (minimum version required: 3.7). The Agents can manage calls through the XCALLY Phone bar or through the embedded phone on the Salesforce console. The login on the Shuttle Agent Web interface is optional.
  
  

• the integration WORKS ONLY if you force Chrome to always load the script.

  1. Go under "C:\Program Files (x86)\Google\Chrome\Application\chrome.exe" and select chrome.exe. Click with the right mouse button on it. Select Send to Desktop in order to create a shortcut.

  
  

  2. Go to the Desktop and click with the right mouse button on the Chrome icon. Select Properties and, under the tab called Shortcut, edit theTarget field adding after the application path --allow-running-insecure-content

  
  

  Target Field Sample: "C:\Program Files (x86)\Google\Chrome\Application\chrome.exe" --allow-running-insecure-content

  Please note that your Agents must launch the browser ONLY from the Chrome Desktop icon.

  3. Verify that the point 2 has been correctly applied on your Chrome browser, launching the command chrome://version/strings.js on the Chrome nav bar. If everything is ok you will see the following screenshot (in particular the text highlighted). If you can't see the "--allow-running-insecure–content" string, please do again the step 2.

  
  

• we suggest you to use the same Agent name on XCALLY and Salesforce.
  
  

• please check on Salesforce that the field Type of the Task is enabled, since it will be used to set the type of call.

  1. Go under Build -> Activities -> Task Fields

  

  2. Select Type

  
  

  3. Select View Field Accessibility

  
  

  4. Check if the Field Access is editable for the level of the user that you inserted in xCALLY Shuttle. If it is Hidden, please click on it.

  

  
  

  5. Set Field-Level Security as Visible

  

Create a new Integration - Salesforce Admin

In order to set the integration on Salesforce you have to create a new Call Center and a new XCALLY Softphone application following the steps below.

XCALLY Call Center Adapter

XCALLY Softphone App

The Result

The Agents who uses the XCALLY Softphone console + XCALLY Phone bar can manage calls directly from the embedded phone in the Salesforce interface, using also the click to call function.

Inbound calls

A new Task or a new Case (set by the Object inbound parameter) is created by the integration (only if the LogCall inbound parameter is set true) and always shown to the Agent for each inbound call that he has answered. 

Here the parameters set on the Salesforce Call Center application:

Outbound calls - show popup

Example: the Agent wants to call the Customer of the Case #00001147. He just need to click on the Contact Phone number and the call will start through the OpenCTI integration and click to call feature.

A new Task, related to that Case (in general, to the Salesforce Object from which the call has been originated), is created by the integration (LogCall outbound parameter -> true) and shown to the Agent (Popup outbound parameter -> true).

Here the parameters set on the Salesforce Call Center application:

The Task is also automatically added on the Case Open Activities, as shown below:

Outbound calls - hide popup

Example: The Agent wants to call the Customer of the Case #00001147; he just need to click on the Contact Phone number and the call will start through the OpenCTI integration and click to call feature.

A new Task, related to that Case (in general, to the Salesforce Object from which the call has been originated), is created by the integration (LogCall outbound parameter -> true) but not shown to the Agent (Popup outbound parameter -> false).

Here the parameters set on the Salesforce Call Center application:

The Task is also automatically added on the Case Open Activities, as shown below:

Hangup Handler

On the Call center file you find the section Fields association where you can associate the Activity fields that will be populated after the call hangup.

In order to use this, you need to install the hangup manager script (hangup-manager.js).

For the standard Task Fields mapping, you have to use the Field Name value.

For the custom Activity Fields mapping, you have to use the API Name value.

See the images below.

How to debug the application

If you want to debug the application you have to open the Console developer (on Chrome, ctrl+shift+j to open it or Menu -> More tools -> Developer tools -> Console tab).

If the application is running correctly, you will see, under the Logs, something like in the image below; instead, if you see some error messages, please contact our team!