Configuring your call center

Last Updated : Jul 22, 2024 |

About this task

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 your agents to transfer calls and set up conferences.

Before you begin

Import the CCDef file for your call center to Salesforce.

Procedure

  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 > Service > Call Center > Call Centers.
  4. Locate the call center to configure and click it.

    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.
    Figure : 1. Example of the Salesforce contact center configuration screen


    Screenshot showing the configuration of a contact center on Salesforce.


  7. Click Save.
Related information
Avaya Workspaces for CRM integration with Salesforce overview
General Information field descriptions
Dialing Options field descriptions
Softphone Options field descriptions
Activity Options field descriptions
Screen Pop Options field descriptions
Server Configuration field descriptions
Reason Codes Enabled field descriptions
Not Ready Reason Codes Map with Omnichannel field descriptions
Label Options field descriptions
Importing the Call Center Definition file
Configuring Call Center Definition in Salesforce