Configuring your call center

Last Updated : Jul 23, 2024 |
Prolog information
Metadata
Keywords:
Configure your call center to define how Avaya Workspaces for CRM handles incoming and outgoing interactions and manages your agents' experience. For example, you can enable the call transfer feature and allow agents to select reason codes.
Before you begin
Import the CCDef file for your call center to Salesforce.
  1. At the top of the Salesforce home page, click the My Settings icon.
  2. In the pop-up window, click Setup.
  3. On the Setup page, go to Feature Settings ServiceCall CenterCall Centers.
  4. Locate the call center to configure and click it.
    STEP RESULT:
    Salesforce displays the Call Center Detail page containing the selected call center configuration.
  5. At the top of the page, click Edit.
  6. Fill in the fields.
    ADDITIONAL INFORMATION:
    Figure: Example of the Salesforce contact center configuration screen
    Screenshot showing the configuration of a contact center on Salesforce.
  7. Click Save.