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  • RingCentral for Salesforce Lightning

    [For version 6.3.0 and above]

    Administrator Guide

  • RingCentral for Salesforce Lightning Administrator Guide Contents | |

    2

    Contents Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

    About RingCentral for Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

    Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

    About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

    Installation and Setting up the Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Step 1: Install RingCentral for Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

    Step 2: Configure the Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

    Step 3: Add Users to the Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

    Setting up SoftPhone Layouts in Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Step 1: Set up a SoftPhone Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

    Step 2: Assign the SoftPhone Layout to Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

    Launch App in Lightning View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Launch RingCentral for Lightning App. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

    Add Open CTI Softphone to Your Lightning App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

    Setting up Preset Call Dispositions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

    Share Report Folder with Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

    AdminUI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Auto Save Call Log Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

    Associate Call Log with Person Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

    Log Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

    Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

    Analytics Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

    Add RingCentral Call and SMS Options to Salesforce1 . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Create New Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

    Add Actions to Salesforce1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

    Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

  • 3

    RingCentral for Salesforce Lightning Administrator Guide Introduction | |

    Introduction

    About RingCentral for Salesforce

    RingCentral for Salesforce provides seamless integration between Salesforce.com and your RingCentral services to enable improved

    customer retention, greater agent productivity, and advanced

    business processes.

    Requirements

    Salesforce Edition:

    • Professional, Enterprise, Unlimited

    Other System Requirements:

    • RingCentral Office Premium and above

    • Windows XP+, Vista, Windows 7 and 8 - 32bit/64bit

    • MAC OS X 10.8 Mountain Lion+

    • IE11+ / IE Edge 38+/ Firefox 52+/ Chrome 56+/ Safari 6.0.5+ (Classic only)

    • RingCentral Softphone

    • .Net Framework 3.5

    • 10-digit phone system

    About this Guide

    This guide is specifically designed for System Administrators of the

    Salesforce.com application. This guide is not intended for end users

    and does not provide any information on how to use the application or

    any related information. This Administrator guide will show you how

    to set up your Salesforce.com instance to enable your users to use

    RingCentral for Salesforce within their Salesforce.com interface.

    This Admin Guide is specifically for RingCentral for Salesforce Lightning version 6.x. The Admin guide for Salesforce Lightning for

    older (5.x) versions can be accessed from here. All related guides for

    RingCentral for Salesforce can be accessed from the Salesforce

    AppExchange.

    https://netstorage.ringcentral.com/guides/sfdc_lightning_admin_guide.pdf https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EORsjUAH https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EORsjUAH

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    Installation and Setting up the Call Center

    Step 1: Install RingCentral for Salesforce.

    Install the RingCentral for Salesforce package from the AppExchange here. Click “Get It Now” to start the installation. Installation of this application requires an administrator login to Salesforce.com. (See Figures 1 through 8)

    Figure 1

    https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000EORsjUAH

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    Figure 3

    Figure 2

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    Figure 4

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    During installation, you will be asked what subset of users to whom you wish to grant access. It is generally recommended to select Grant Access to All Users, as this will ensure that Step 2 below will go smoothly; however, users will not actually have access to RingCentral for Salesforce until the administrator adds them to the Call Center as detailed below.

    Wait for the installation to complete.

    Figure 6

    Figure 5

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    Click “Done” when the installation is complete.

    Figure 7

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    After the installation the RingCentral for Salesforce application will be listed as “rc_sf_package” in the installed packages section within the Setup.

    Figure 8

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    Step 2: Configure the Call Center.

    Step 2.1: Go to Setup > Visualforce Pages, click Preview icon next to the OpenCTIIndex.

    Figure 9

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    After the page opens in a new tab or window, copy its URL. For example, the full URL is: https://c.na78.visual.force.com/apex/OpenCTIIndex. Close the tab and return to Setup Home > Call Centers and click “Continue.”

    Figure 10

    https://c.na78.visual.force.com/apex/OpenCTIIndex

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    Step 2.2: Paste the copied URL in the call center.

    Figure 11

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    Select the call center Cloud Phone App and click Edit.

    Figure 12

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    Paste the URL from OpenCTIIndex page to CTI Adapter URL; then click Save.

    Figure 13

  • RingCentral for Salesforce Lightning Administrator Guide Installation and Setting up the Call | |

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    Note: In case you are not using a custom URL, follow the same steps and make sure the Salesforce POD# in Call Center URL (na35 in this example) matches with Call Center where Salesforce Org resides. Your Salesforce POD# is specified in the browser add