You can download the Contact Center for Salesforce application from the Salesforce AppExchange. For more information about installing an AppExchange solution in your Salesforce organization, see the Salesforce documentation. 

If you have purchased Contact Center for Salesforce, follow the instructions in this topic to install the application. The instructions in this topic must be performed within Salesforce.

After the installation, follow the instructions in the Configuring Contact Center for Salesforce section to configure the application. The instructions in the Configuring Contact Center for Salesforce section must be performed within the SmartReach portal.

Before you begin

  • Ensure that you are using the Salesforce Lightning Experience application.
  • The Salesforce Console should be the in Lightining Experience. If you are not using the Console application, ensure that you have disabled the Screen Pop features. For example, Create a New Record form.
  • If the agent uses WebRTC audio, ensure that the agent first logs into a SmartReach service using the SmartReach agent desktop.  Then, the agent must log into the same service using the Salesforce agent panel. 

Configuring the Call Center

After you install the Contact Center for Salesforce application, configure the call center.

To configure the call center:

  1. Go to Setup > Call Centers.

    The SmartReach Call Center Adapter is the call center that is included in the Contact Center for Salesforce application.


  2. Click the call center to open it.

  3. Click Manage Call Center Users and add the desired users to the call center.

Configuring the Softphone Layout

After you install the Contact Center for Salesforce application and configure the call center, configure the softphone layout.

  1. Go to Setup > Softphone Layouts.

  2. Based on your requirements, edit the default softphone layout or create a new layout. You should use the following configurations:
    • Display the following call-related fields:
      • Caller ID
      • Dialed Number

    • Display these salesforce.com objects:
      • Contact
      • Account
      • Lead
      • Case

    • For a single account, display:
      • Account name
      • Type
      • Account number

    • For a single contact, display:
      • Name
      • Title
      • Phone
      • Description

    • For a single lead, display:
      • Name
      • Company
      • Title
      • Lead source

    • for a single case, display:
      • Case number
      • Status
      • Priority
    • Screen pop-up opens within: Existing browser window
    • No matching records: Display new contact
    • Single-matching record: Display the detail page
    • Multiple-matching records: Display the search page
  3. Assigning the softphone layout:
    • Choose the profiles you want to enable and select the softphone layout configured in the previous step.

Granting User Permissions

Add the required permission sets to users based on their roles. 

Role

Required Permission Sets

Notes

Agent

SmartReach User

Enables the user to dial and receive calls using the SmartReach application.

Administrator

SmartReach User

SmartReach Admin

Enables the user to administer the SmartReach application.

To add permission sets:

  1. Go to Setup > Users > Permission Sets, and then add the permission sets. 

Configuring the SmartReach API Connection

Configure the API to connect the application to the SmartReach portal.

  1. Go to App Launcher > LiveVox Administration.
  2. Click Edit.
  3. Enter the API information:
    1. Client Name: The client code for the SmartReach portal. Ensure that you are using the client code, not the client name.
    2. SmartReach Endpoint URL = choose one of the following based on the SmartReach portal environment.
      NA3:   https://api.livevox.com
      NA4:   https://api.na4.livevox.com
      NA5:   https://api.na5.livevox.com
      NA6:   https://api.na6.livevox.com
    3. SmartReach Access Token: The API token for the SmartReach portal.
  4. Click Save.
    A success message is displayed.

Configuring the Utility Bar 

  1. Go to Setup.
  2. Using Quick Find, search for App Manager.
    The list of applications that your agents use appears.

  3. Click the Edit button corresponding to the application that your agents use.
  4. Go to Utility Items (Desktop Only).

  5. Click Add Utility Item.

  6. Add Open CTI Softphone.
  7. Add LiveVoxPhoneToastHandler:
    1. Enable the Start automatically checkbox. 
  8. Click Save.

Configuring the SMS Channel for Salesforce

You can use the SMS channel for Salesforce to initiate SMS messages to a phone number on a Salesforce record, reply to inbound messages, and associate inbound threads with one or more Salesforce records. 

To utilize this feature, you must have an SMS-enabled service on your LVP that supports inbound and outbound messages. 

To enable Click To Text:

  1. Log in as a Salesforce administrator.
  2. Edit the Page Layout for the object that represents your customer records.
  3. Add SmartReach SMS to the page layout.
  4. Click Save.

To enable inbound SMS:

  1. Log in as a Salesforce administrator.
  2. Go to Setup > App Manager.
  3. Identify the application that your agents use and click Edit.
  4. Navigate to Utility Items (Desktop Only).
  5. Click Add Utility Item, and then add LiveVox Omnichannel.
  6. Click Save.

To enable record association (Optional):

  1. Log in as a Salesforce administrator.
  2. Edit the Page Layout for SmartReach SMS Record Page.
  3. Add LiveVox Related Contact/Lead to the page layout.
    This component suggests Contact records that might be related to the SMS thread.
  4. Add LiveVox SMS Related Records to the page layout.
    This component enables the agent to associate the thread to one of more records of any object type.
  5. Click Save.

Configuring Tasks (Optional)

  • Assign Task Layout: Assign SmartReach Task Layout to SmartReach user profiles or add the following fields to the existing task layouts:
    • Call
    • Call Agent
  • Recommended: Update Global Action to add SmartReach fields to Log a Call screen.
    • Setup > Global Actions > Log a Call > Layout.

    • Add Call and Call Agent to the layout.

Configuring Notes (Optional)

Confirm that Notes are enabled. To confirm:

  1. Setup > Notes Settings > Enable Notes.
  2. Click Save.