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Administering Avaya Workspaces for CRM for Avaya Experience Platform™ Public Cloud
Checklist for configuring Avaya Workspaces for CRM in Salesforce
Perform the following tasks to integrate Avaya Workspaces for CRM with Salesforce:
No. |
Task |
Description |
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|---|---|---|---|
1. |
Install the APEX package. |
You must install the APEX package to enable your agents to access the Avaya Workspaces for CRM softphone. |
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2. |
Enable your Lightning Experience application to display the Avaya Workspaces for CRM softphone. |
If you are using the Lightning Experience application, configure it to display the Avaya Workspaces for CRM softphone on the Utility Bar. |
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3. |
Import the Call Center Definition file to Salesforce. |
Download the Call Center Definition file from https://support.avaya.com or https://plds.avaya.com/ and import it to Salesforce in XML format to configure your call center properties. |
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4. |
Configure your call center. |
Within the Call Center Definition file, you can configure and change the properties of the Avaya Workspaces for CRM softphone. The Call Center Definition file enables you to manage the agent experience. For example, you can define whether Avaya Workspaces for CRM displays pop-up notifications to agents. |
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5. |
Configure the softphone layout. |
You can configure the softphone layout for inbound, outbound, and internal calls. Customize the softphone layout to define the Salesforce call-related fields and objects displayed in Avaya Workspaces for CRM. This step is optional. If you do not configure the softphone layout, Avaya Workspaces for CRM displays the default layout to agents. |
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6. |
Configure screen pop settings for inbound calls. |
When configuring the softphone layout for inbound calls, specify the pages that Avaya Workspaces for CRM displays to agents when the details of an inbound call match or do not match the existing records in Salesforce. This step is optional. If you do not configure the screen pop settings for inbound calls, Avaya Workspaces for CRM displays the pages based on the default layout. You can configure the page that Avaya Workspaces for CRM displays to agents in the following scenarios:
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