Classic

Bright Pattern Documentation

Generated: 8/11/2022 1:26 am
Content is available under license unless otherwise noted.

Classic Overview

This section of the Salesforce Integration Guide explains how to integrate your Bright Pattern Contact Center with Salesforce in the Salesforce Classic view.

Integration Configuration Steps

  1. Install Managed Package
  2. Set up Call Center
  3. Add Connected App to Enable Scenarios to Access Salesforce Data
  4. Enable Single Sign-On in Salesforce
  5. Add Salesforce Integration Account in Bright Pattern
  6. Enable Screen Pop for Multiple-Matching Records



Installing a Managed Package in Salesforce Classic

To get started on configuring Salesforce integration, you must install a managed package. Installation can be performed by developers in a production environment with proper permissions.

Before you begin installing anything, make sure you have registered and created a Salesforce developer account.


How to Install the Managed App

  1. Go to the Salesforce AppExchange and download the BrightPattern Contact Center Integration app. Please follow the instructions given in section Install a Managed Package in Salesforce Lightning.

  2. When prompted, log in with either your AppExchange account or your Salesforce credentials for your developer account. (If you do not already have a developer account, now is the time to create and register one.)

  3. Choose where you will install the managed app (i.e., in your organization or sandbox).

  4. Agree to the terms, confirm, and install.

  5. You should receive an email from Salesforce Support confirming successful installation.

  6. When you are done, switch back to Classic view.




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.

Step 1: Set up your call centers

In Salesforce Classic's Setup view, go to Build > Customize > 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.

Call Centers


Step 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>
</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).

Step 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


Step 3: 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. The Call Center Detail page opens.

    Edit call center details


  2. In Agent Desktop URL, enter the following, being sure to replace <tenant-name> with your Bright Pattern Contact Center tenant access URL:

    https://<tenant-name>.brightpattern.com/agentdesktop/SalesCloud.jsp?enableSFOpenCTI=1&sflogin=1&version=2

    For example:

    https://demo.brightpattern.com/agentdesktop/SalesCloud.jsp?enableSFOpenCTI=1&sflogin=1&version=2

  3. In Salesforce Compatibility Mode, enter Classic.

  4. Optional: Adjust the size of the Agent Desktop call widget that appears on Salesforce on either the homepage (in Classic view) or on every page (in Lightning view). You adjust the size by replacing the default values of the Softphone height and Softphone width fields. The default size is 300 (W) x 500 (H). Note that if the size is too small, the Agent Desktop call widget will appear truncated.

  5. Click Save.

Step 4: (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. In Tenant URL, enter the following, being sure to replace <tenant-name> with your actual Bright Pattern Contact Center name:

    https://<tenant-name>.brightpattern.com/agentdesktop?enableSFOpenCTI=1&sflogin=1&apexClass=BrightPattern.CSIMIntegration

  2. For example:

    https://demo.brightpattern.com/agentdesktop?enableSFOpenCTI=1&sflogin=1&apexClass=BrightPattern.CSIMIntegration

  3. Click Save.

Step 5: 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


Step 6: Assign Salesforce users to the call center

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

    Manage Call Center Users


  2. Click Add More Users.

    Add More Users


  3. Specify criteria to find the users who should be assigned to the call center.

    Select users


  4. 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.

  5. Select the checkbox next to each user who should be assigned to the call center, and 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.

Step 7: Confirm that the new call center is correct

Exit Salesforce Setup by clicking on "Home" or any other page. You should see the Agent Desktop widget on every page within Salesforce.


Salesforce Classic Home page with embedded Agent Desktop



Enable Scenarios to Access Salesforce Data

A connected app integrates an application like Bright Pattern Contact Center with Salesforce using APIs and lets Bright Pattern scenarios access and interact with Salesforce data objects using CRUD (i.e., Create, Retrieve, Update, Delete) functionality.

The server-side integration is implemented using Salesforce web services via the Salesforce REST API (http://wiki.developerforce.com/page/REST_API). Bright Pattern Contact Center authenticates with Salesforce using the Web Server OAuth Authentication flow. The refresh token mechanism is used to obtain and refresh the access token.

This article will show you how to:


Step 1: Create a new connected app

  1. In Salesforce Classic, go to Build > Create > Apps.

  2. At the bottom of the Apps list, under Connected Apps, click New.


Create new app


Step 2: Configure the connected app

On the New Connected App page, set the following:

Basic information


Sfdc-integration-guide-image13.png


API (Enable OAuth Settings)


Sfdc-integration-guide-step2.png


Important: Click "Save" when you are done!

Updates to these parameters take a few minutes to propagate through the system--wait 10 minutes while Salesforce updates these settings internally.

Step 3: Get the consumer key and consumer secret

  1. In App Setup > Apps > Connected Apps, select and view details of the connected app you just created.
  2. Copy the Consumer key and Consumer secret directly from the connected app.

    SFDC-API-OAuthb-54.png


  3. Save these for later use, when you paste them into your integration account properties.

Step 4: Update the security profile to include the new connected app

  1. In Salesforce, from Administer > Manage Users > Profiles, edit the System Administrator security profile.

    Click "Edit" for the System Administrator security profile


  2. In the Connected App Access section, select the checkbox for the connected app created earlier (e.g., "LemurBooksApp" in this example). This grants users with the system administrator role access to your connected app.

    Connected App Access


  3. Click Save.



Enable Single Sign-On in Salesforce

Single Sign-on (SSO) functionality allows call center users to log in to Salesforce and Bright Pattern Contact Center applications simultaneously from a single login.

Step 1: Enable and deploy the domain

  1. From Salesforce Classic Setup, enable the organizational domain. Note that registration of the domain may take up to 24 hours. For more information, refer to Salesforce Help.

  2. Deploy the domain to assigned users.

  3. All users must log in using this domain URL, which should be in the following format:

    https://<your-domain-name>.my.salesforce.com/

Step 2: Enable identity provider

After your domain name is registered, you will be able to enable your identity provider, which is necessary for SSO.

  1. Use Quick Find to go to the Identity Provider page and click on Enable Identity Provider.
  2. In the Identity Provider Setup section, select the actual certificate to be used. If no certificates are shown, you will have to create or import a certificate (see Step 3).

Step 3: Get certificate

The certificate is used in the Add Salesforce Integration Account section of this guide to establish Salesforce as the identity provider for SSO. This step will help you download the certificate.

  1. Use Quick Find to go to Certificate and Key Management.

    Certificate and Key Management


  2. If there are no certificates listed, or your certificate is expired, either create a new one or import a certificate from your setup.

    1. To import, click the Import from Keystore button. Any certificates you import will be shown in the Idp Certificate field on the Connected App Edit page.

  3. After you have created or imported a certificate, click Download Certificate.

    Download the certificate from Salesforce


  4. Open the file and copy the certificate contents only (i.e., the text between -----BEGIN CERTIFICATE----- and -----END CERTIFICATE-----).

    Sfdc-integration-guide-image11.png


  5. Save this for when you edit your Salesforce integration account properties. This is what you will paste into the Set Identity Provider certificate dialog of integration account properties.

Step 4: Customize the connected app

  1. Use Quick Find to go to Connected Apps and then select BrightPattern from the list of connected apps.

    Connected Apps


  2. On the Connected App Detail page that opens, click Edit Policies.

    Connected App Detail


  3. Set the following app settings:

    1. IP Relaxation - Relax IP restrictions

    2. Refresh Token Policy - Refresh token i s valid until revoked

    3. ACS URL - The URL should take the following form, where "<your-tenant>" is your contact center name: https://<your-tenant>.brightpattern.com/agentdesktop/agentdesktop/sfsso/response

      Settings to edit


  4. Click Save.

Step 5: Configure user profiles and field mapping (login mapping – custom attribute)

SSO requires user profiles assigned for users that are going to utilize Bright Pattern Contact Center to be authenticated by the Salesforce Identity Provider. The following process maps the SSO parameters to the Bright Pattern Contact Center login ID.

  1. Go back to Connected Apps, and select BrightPattern to get to the Connected App Detail page.

  2. Scroll all the way down to Custom Attributes and click Edit.

    Edit custom attributes


  3. In the Update Custom Attribute page that opens, set the following:

    1. Attribute key - CSIMLoginID

    2. Attribute value - $User.CommunityNickname

      Sfdc-integration-guide-image9.png


Bright Pattern Contact Center uses one optional custom service provider “Attribute key”: CSIMLoginID. This Attribute could be matched with any user’s field. By default, it is configured to match the Salesforce user nickname ($User.CommunityNickname).

Note: If this attribute mapping is removed and no other attribute is specified, then the login ID will be taken as part of the Salesforce username before the "@" sign.

Step 6: Get the identity provider initiated login URL

  1. Still on the BrightPattern Connected App Detail page, see section SAML Login Information.

  2. Copy the full URL from the Idp-initiated Login URL.

    SFDC-Classic-SAML-54.PNG


  3. Save this URL for when you add the Salesforce integration account in the Bright Pattern Contact Center Administrator application. This URL will go in the "Identity provider initiated login URL" property.

Step 7: Set up SSO integration with Bright Pattern Contact Center

SSO integration configuration is completed when you paste the certificate and Idp-initiated Login URL into Salesforce integration account properties in Bright Pattern's Contact Center Administrator application.



Add Salesforce Integration Account in Bright Pattern

Now that your call center and connected app are configured in Salesforce, you can create the integration account that establishes the connection between Salesforce and Bright Pattern Contact Center. New integration accounts are added in the Contact Center Administrator application. For more information, see the Contact Center Administrator Guide section Integration Accounts.

Step 1: Create new integration account

In Contact Center Administrator application, go to Configuration > Call Center Configuration > Integration Accounts and click + to add a new account of type Salesforce.com.

Select "Salesforce.com" as the integration account type


Step 2: Edit properties

Salesforce.com integration account properties


Basic Properties

Type

By default, "Salesforce.com" because you selected this type of integration account to add

Name

The name of the account (any name)

Default account

Select this checkbox if you have multiple Salesforce integration accounts and you want this account to be used by default.

Url

The URL of your registered domain on Salesforce where your users will sign in to your instance. The URL should be in the following format: https://<your-domain-name>.my.salesforce.com/


Data Access from Scenarios Properties

Sandbox environment

Select checkbox if your Saleforce environment is a sandbox

Consumer key

The consumer key of the Connected App you previously configured in Salesforce. You can find it in Salesforce Classic in App Setup > Apps > Connected Apps.

Consumer secret

The consumer secret of the Connected App you previously configured in Salesforce. You can find find it in Salesforce Classic in App Setup > Apps > Connected Apps.

Refresh token

Click Request token to allow access to your Salesforce Connected App

Check limits

You can use the Check limits button to see the SFDC limits associated with this account.


Single Sign-on Properties

In this section, you will enable single sign-on (SSO) functionality for Salesforce integration. SSO provides simultaneous login to Bright Pattern Contact Center applications and the embedded Agent Desktop widget on Salesforce. For example, users who log in to the Agent Desktop widget on Salesforce will find themselves also logged in to Bright Pattern applications (e.g., Agent Desktop, Contact Center Administrator, etc.).


Identity provider certificate

Paste the Salesforce Identity Provider Certificate that you downloaded in the previous section, Enabling Single Sign-On, Step 3.

In Salesforce, you can find the certificate in Setup > Administration Setup > Security Controls > Certificate and Key Management.

Note: If you do not plan on configuring SSO, leave the certificate empty.


Identity provider initiated login URL

The identity provider issuer name in the following form: https://<your-domain>.my.salesforce.com.

In Salesforce, you can find this in Setup > Administer > Security Controls > Identity Provider.

Note: Even if you do not configure SSO, you still need to set something in this required field. If you do not plan on configuring SSO, enter any character or string (e.g., "https://" or "/") to invalidate the URL.


Step 3: Save

Click Apply to save your changes. Salesforce integration account configuration is now be complete.

Next, you can view our tutorials to learn how to set up scenarios to use Salesforce data.





Enable Screen Pop for Multiple-Matching Records

In this article you will learn how to enable screen pop for multiple-matching records for your Salesforce integration. In your Salesforce account, you will edit softphone layouts in order to make the Salesforce.com ScreenPop scenario block to work.

Note that you do not have to change any settings for screen pop of single-matching results, only for multiple-matching results.


  1. In Salesforce Classic Setup, search for Call Centers and select Softphone Layouts.

    Classic > Setup > Call Centers > Softphone Layouts


  2. On the Softphone Layouts page, select your layout and click Edit.

    Click "Edit" beside the selected softphone layout


  3. On the Softphone Layout Edit page, in the Screen Pop Settings section, expand the Multiple-matching records setting.

    Screen Pop Settings


  4. In Multiple-matching records, set Pop to search page.

    Pop to search page


  5. Click Save at the top of the page.


Screen pop functionality is now enabled in your Salesforce account.