08/30/18 21:54 PM  

Agent Adapter for Salesforce - Overview | RingCentral Contact Center

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SummaryRingCentral Contact Center: Agent Adapter for Salesforce is an agent interface that contains many of the same features and functionality found in MAX. The power of Agent Adapter for Salesforce is that it integrates directly into Salesforce so you do not have to jump between MAX and Salesforce. Instead, you can use Agent for Salesforce from within Salesforce.
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Agent Adapter for Salesforce - Overview | RingCentral Contact Center


The Agent Adapter for Salesforce enables the following features:

• Ability to perform default and custom screen pops on any Salesforce object and any contact channel.
• Default Query / Screen pop — Agent for Salesforce takes the ANI (automatic number identification) of the caller, passes it into Salesforce, and Salesforce performs a query for the ANI and pops an object based on the settings set forth in the Softphone Layout in Salesforce.
• Custom Query / Screen pop — Salesforce queries are driven by caller IVR input, script calculations, external database queries, and Salesforce queries from within the IVR script. This includes Visualforce pages and the ability to pass information as a variable to the Visualforce page.
• Automatic creation of Task and Activity records in Salesforce that can include any information about the call.
• Click-to-dial from within Salesforce.
• Support for both the Classic View and Lightning Experience.  You can learn about switching between interfaces, enabling Lightning Experience, and more at https://help.salesforce.com.

On this Article:
Agent Adapter for Salesforce Login Interface
Agent Adapter for Salesforce Interface

Other Articles:
Agent Adapter for Salesforce - Lightning Experience | RingCentral Contact Center
Agent Adapter for Salesforce - Update Agent Adapter for Salesforce | RingCentral Contact Center
Agent Adapter for Salesforce - Install Agent Adapter for Salesforce Classic View | RingCentral Contact Center




Agent Adapter for Salesforce Login Interface:

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1. Agent Name - type in the username

2. Agent Password - type in the password

3. Phone Number - select if using Phone Number

4. Station ID - select if using Station ID

5. Agent Phone - type in Phone Number

6. Enable Automatic Login - select to automatically login to the adapter upon login to Salesforce

7. Enable Tooltips - select to display specific information about each user interface icon when mouse hovers over it

8. Log level - click to select which to log

9. Save - click to save information selected above

10. Option - click to Logout.  Logging out of Salesforce do not automatically logout user from the platform. The user need to click 


Agent Adapter for Salesforce Interface:

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1. Message Indicator

2. Agent Leg Status

3. Availability Status

4. Phone

5. Agents

6. Skill List

7. Address Book

8. Contact History

9. Information

10. Email

11. Commitment Manager

12. Agent Reports

13. Agent Messages

14. Help

15. Options

16. Phone Queue

17. Work Item queue

18. Chat queue

19. Personal Queue

20. Email Queue


1. Messages Indicator - Indicates that there are one or more unread Agent Messages. If there are no unread messages, no numbers will be displayed.

2. Agent Leg Status - Displays your connectivity status. The Agent Leg Status is not the same as the Availability Status. There are three status types:
• Disconnected
• Dialing
• Connected
3. Availability Status - Shows the your current state in the contact center. It provides a way for you to change the status. The time in state (shown below the Availability Status bar) restarts when the status changes.

4. Phone - Initiates an outbound call using the keypad. Your availability status does not need to be set to Available to make an outbound call. You can click the numbers or use the keyboard to enter a number to dial.

5. Agents - Displays a list of other agents and their availability state. You can filter the list or search for a specific agent. Clicking an agent in the list initiates an outbound call to that agent.

6. Skill List - Displays a list of skills assigned to you, the number of contacts in queue for the skill, and the longest wait time in each queue. You can filter the list or search for a specific skill. Clicking a skill in the list initiates handling a contact in that skill.

7. Address Books - Displays your address books. All address books assigned to you are accessible here. You can search for an address book or use the drop-down to select one from a list.
Clicking a contact in an address book displays that contact's details. You can click the mobile, email, or phone icon in the details to initiate a connection to that contact based on the icon you click.

8. Contact History - Displays your contact history. You can filter the list or search for a specific contact.  You can click a contact to display a skill selection list, and then select a skill to initiate an outbound call to the phone number in the contact history.

9. Information - Displays basic information about you (the agent), including the currently installed version of Salesforce and a list of skills assigned to your user account.

10. Email - Initiates the email feature. Your availability status does not need to be set to Available to create an email.
You must click the popout icon to access the email interface.

11. Commitment Manager - Displays a list of pending commitments and the option to create a new commitment.  Select Me to view your own commitments or Skill to view commitments assigned to a skill queue.

12. Agent Reports - Displays the Agent Reports dashboards, which allow you to view your performance and productivity.

13. Agent Messages - Displays agent messages.

14. Help - Redirects you to the Help site.

15. Options - Allows you to change personal information, submit feedback about Agent Adapter for Salesforce, download the Agent for Salesforce log and Logout.

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16. Phone Queue - Displays the number of contacts in all assigned phone skill queues.

17. Work Item Queue - Displays the number of contacts in all assigned work item skill queues.

18. Chat Queue - Displays the number of contacts in all assigned chat skill queues.

19. Personal Queue - Displays the number of contacts in your personal queue.

20. Email Queue - Displays the number of contacts in all assigned email skill queues.
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