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Call Center Setup

To configure a call center in Salesforce, you will need to define it using a call center definition file, which is used to support the integration of the Salesforce CRM call center with multiple CTI vendors. The first instance of a call center record for a particular CTI adapter must be defined by importing the adapter’s call center definition file.

	Before proceeding, please contact your service provider to allow the agent desktop widget to be displayed within your Salesforce instance. You will need to provide your Salesforce domain name.

1. Set up your call centers

1. Go to Salesforce Lightning's Setup view. A new tab will open.
   
   
   

   Select Setup view
   
   
   
2. Go to Platform Tools > Feature Settings > Service > Call Center > Call Centers. Note that it is possible to have multiple call centers in Salesforce. Existing call centers are listed on the Call Centers page.
   
   
   

   Setup > Call Centers

2. Save call center definition file

Copy the following and paste it into a text document. Save it as XML.

<callCenter>
<section sortOrder="0" name="reqGeneralInfo" label="General information">
<item sortOrder="0" name="reqInternalName" label="Internal name">CSIMIntegration</item>
<item sortOrder="1" name="reqDisplayName" label="Display name">CSIM Integration</item>
<item sortOrder="2" name="reqAdapterUrl" label="Agent Desktop URL"></item>
<item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
<item sortOrder="4" name="reqSoftphoneHeight" label="Softphone height">300</item>
<item sortOrder="5" name="reqSoftphoneWidth" label="Softphone width">500</item>
<item sortOrder="6" name="custTenantUrl" label="Tenant URL (if different from AD URL)">example.com</item>
<item sortOrder="7" name="muteRecordingUrls" label="Mute Recording Urls"></item>
<item sortOrder="8" name="reqSalesforceCompatibilityMode" label="Salesforce Compatibility Mode">Lightning</item>
</section>

<section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
<item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix">9</item>
<item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix">1</item>
<item sortOrder="2" name="reqInternationalPrefix" label="International Prefix">011</item>
</section>

</callCenter>

About This File

This call center definition file includes item muteRecordingUrls, which automatically mutes call recordings and pauses agents' screen recordings when those pages are visited. The muteRecordingUrls feature helps your contact center to be compliant when agents are receiving sensitive data (e.g., credit card numbers).

Also included is item reqSalesforceCompatibilityMode, provides compatibility with Salesforce Lightning; without this item, Bright Pattern integration will not work in Salesforce Lightning.

3. Import the file to your call center

1. Select the desired call center from the list (e.g., "BrightPattern Integration").
   
   
2. Click the Import button.
   
   
3. Click Choose file to select the definition file.
   
   
4. Click Import again.

Importing a call center definition

Note that if the import does not work, it could be because you already have a call center of the same type configured. To get the call center definition file imported properly, you may need to change the original internal name of your call center (e.g., "CSIMIntegration") to a different name. See reqInternalName in the call center definition file above.

After you've imported the definition file to your call center, you will see the Call Center Detail page.

Call Center Detail

4. Edit call center properties

Now that you have defined your call center, you can set up the call center parameters that will enable integration with Bright Pattern Contact Center.

1. On the Call Center Detail page, click Edit at the top of the list. The Call Center Edit page opens.
   
   
   

   Call Center Edit
   
   
   
2. The most important property to edit is the Agent Desktop URL. In the Agent Desktop URL field, change the URL to the following:
   
   https://<host>.brightpattern.com/agentdesktop/Lightning.jsp?enableSFOpenCTI=1&sflogin=1
   
   Make sure to replace <host> with your host name. For example, in Salesforce Lightning, your URL might be:
   https://example.brightpattern.com/agentdesktop/Lightning.jsp?enableSFOpenCTI=1&sflogin=1
   
   
3. In Salesforce Compatibility Mode, enter Lightning.
   
   
4. Optional: adjust the size of the Agent Desktop call widget in Salesforce by editing the Softphone height and Softphone width fields. The minimum widget height is 350 pixels and minimum width is 370 pixels. Note that if your call center definition file does not include the variables reqSoftphoneHeight or reqSoftphoneWidth, then the widget dimensions will be determined by the Panel Width and Panel Height specified when adding the CTI softphone to the Lightning app.
   
   

1. Click Save.

5. Add your contact center to the list of trusted URLS

As a security measure, Salesforce only allows content from trusted sources to be embedded within the Salesforce website. To enable Salesforce to display the Agent Desktop widget, you must add your call center to the list of trusted URLs.

1. In your Salesforce account, search for "Trusted URLs", open the Trusted URLS setup page, and click new trusted URL.
   
   
   

   Open the Trusted URLS setup page in Salesforce and click new trusted URL
   
   
2. Configure the following fields as indicated:

   API Name: A descriptive name to help you identify why this URL is trusted.

   URL: The full URL of your Bright Pattern contact center, typically formatted as https://<host>.brightpattern.com.

   CSP Context: Select all to allow the widget to be displayed in all Salesforce pages.

   CSP Directives: Enable all directives.
   
   

   

   Configure the trusted URL and click Save.

   
   

3. If you have multiple call centers, configure a trusted URL for each one.

6. (Optional) Update your Tenant URL if you have multiple call centers

If you have multiple tenants (i.e., call centers), you should update your Tenant URL information for the particular call center you are configuring. If you only have one call center, skip this step.

1. On the Call Center Detail page, modify the following Agent Desktop URL by replacing
   
   <tenant-name>.<service-provider-domain-name>
   
   with your Bright Pattern Contact Center tenant access URL (refer to the example below, noting that this URL changes based on the version of Salesforce that you are using):
   
   https://<tenant-name>.<service-provider-domain-name>/agentdesktop?enableSFOpenCTI=1&sflogin=1&apexClass=BrightPattern.CSIMIntegration
   
   
2. For example:
   
   https://demo.brightpattern.com/agentdesktop?enableSFOpenCTI=1&sflogin=1&apexClass=BrightPattern.CSIMIntegration
   
   
3. Modify the Tenant URL by replacing example.com with your fully qualified tenant URL (e.g., example.brightpattern.com).
   
   
4. Click Save.

7. Check dialing options

In the Dialing Options section of call center parameters, you will see the fields Outside Prefix, Long Distance Prefix, and International Prefix. These fields were populated with values from the call center definition file. These values align with the phone number prefixes configured in your contact center's Dial-out entries. Prefixes are the numbers appended to phone numbers when they are dialed.

We recommend checking that the dialing options set in Salesforce match the dialing options set in Bright Pattern Contact Center.

1. In the Contact Center Administrator application, go to Configuration > Directory > Dial-out Entries.
   
   
2. Check that the prefixes set in dial-out entries match the following prefixes set in Salesforce:
   
   
   1. Outside Prefix - This number (e.g., "9") will be added by Salesforce to any phone number dialed using the “Click-To-Call” feature. If you do not such a dial-out entry configured, leave the "Outside Prefix" field empty in Salesforce.
      
      
   2. Long Distance Prefix - This number (e.g., "1" for US numbers) will be added by Salesforce to any long-distance phone number dialed using "Click-To-Call." If you do not such a dial-out entry configured, leave the "Long Distance Prefix" field empty in Salesforce.
      
      
   3. International Prefix - This number (e.g., "011") will be added by Salesforce to any international phone number dialed using "Click-To-Call." If you do not such a dial-out entry configured, leave the "International Prefix" field empty in Salesforce.
      
      

For more information on prefixes, see the Contact Center Administrator Guide, section Dial-Out Entries.

Contact Center Administrator > Dial-Out Entries

8. Assign Salesforce users to the call center

1. In the Call Center Users section, click Manage Call Center Users.
   
   
   

   Manage Call Center Users
   
   
   
2. Select the name of the call center to which you want to assign users.
   
   
3. In the Call Center Users related list, click Manage Call Center Users.
   
   
4. On the Manage Users page, click Add More Users.
   
   
   

   Add more users
   
   
   
5. Specify criteria to find the users who should be assigned to the call center.
   
   
   

   Find users to assign to the call center
   
   
   
6. Click Find. Note that all users who already belong to a call center will be excluded from the search results because a user can be assigned to one call center at a time only.
   
   
7. Select the checkbox next to each user who should be assigned to the call center. At the bottom of the screen, click Add to Call Center.
   
   

Note: To reassign a user to another call center, first remove this user from the currently assigned call center and then add the user to the desired call center. You can view the currently assigned call center in the User Detail page.

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