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Cloud Contact Center Software Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright © 2018 Five9, Inc. Five9 Plus Adapter for Salesforce Administrator’s Guide April 2018 The Five9 Plus Adapter for Salesforce enables you to integrate the Five9 Cloud Contact Center with your Salesforce.com CRM environment. The Five9 integration with Salesforce enhances the ability of contact center agents to sell, retain, and support customers.

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  • Cloud Contact Center Software

    Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2018 Five9, Inc.

    Five9 Plus Adapter for SalesforceAdministrators Guide

    April 2018

    The Five9 Plus Adapter for Salesforce enables you to integrate the Five9 Cloud Contact Center with your Salesforce.com CRM environment. The Five9 integration with Salesforce enhances the ability of contact center agents to sell, retain, and support customers.

  • ii Five9 Plus Adapter for Salesforce Administrators Guide

    About Five9

    Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com.

    Trademarks

    Five9Five9 LogoFive9 SoCoCareFive9 Connect

  • Contents

    Whats New............................................................................... vii

    Chapter1Introduction ................................................................................1Audience .............................................................................................. 1

    New Integrations................................................................................ 2Existing Integrations............................................................................ 2

    About Five9 Plus Adapter for Salesforce Lightning Experience............................... 3Summary of the Integration Steps ................................................................ 3

    Chapter2Downloading and Installing the Call Center Components .........................5Accessing the Five9 CRM Integrations Download Page......................................... 5Installing the Five9 Managed Package............................................................ 7Downloading the Call Center Definition File ................................................... 12

    Chapter3Creating and Populating a Five9 Call Center in Salesforce ..................... 13Creating and Managing a Call Center............................................................ 13

    Initial Call Center.............................................................................. 13Modifying the Definition of a Call Center ..................................................16Creating Additional Call Centers ............................................................ 17

    Naming your New Call Center........................................................... 17Uploading the New Call Center Definition File....................................... 18

    Adding Users to the Call Center .................................................................. 18Enabling Salesforce Permissions in User Profiles ......................................... 18Populating Your Call Center .................................................................22

    Adding Single Users....................................................................... 22Adding Groups of Users .................................................................. 24

    Customizing the Salesforce Options for Users..................................................26Softphone Options ............................................................................. 26Softphone Views ............................................................................... 27

    Cloud View................................................................................. 27Console View .............................................................................. 28

    Chapter4Enabling Lightning Experience in Your Organization ............................ 30Preparing Your Organization...................................................................... 30Creating a Lightning Experience Application................................................... 31Running a Lightning Experience Application ................................................... 35

    iii Five9 Plus Adapter for Salesforce Administrators Guide

  • Chapter5Configuring Single Sign-On ............................................................ 38Preparing to Implement Single Sign-On ......................................................... 38Configuring Your Salesforce Environment ...................................................... 39

    Creating a Domain Name ..................................................................... 39Enabling Salesforce as an Identity Provider ............................................... 45Enabling Single Sign-On....................................................................... 46Authorizing Users to Use Connected Applications ........................................ 47Editing the Users Profile for Single Sign-On .............................................. 50

    Enabling Access to External Domains from Your Salesforce Classic Environment ........ 51Configuring Single Sign-On in the VCC Administrator Application .......................... 53

    Configuring Your Domain ..................................................................... 53Adding a Federation or Other Persistent ID to Users VCC Properties.................. 54

    Testing Single Sign-On ............................................................................. 55

    Chapter6Configuring a Five9 Call Center in Salesforce ..................................... 57Configuring Fields to Save and View Five9 Data ............................................... 57

    Configuring Salesforce Task Fields .......................................................... 57Viewing Standard Salesforce Task Fields.............................................. 57Adding Five9 Custom Fields to the Task Layout...................................... 59

    Configuring Five9 Custom Fields in Salesforce ............................................ 62Viewing Five9 Custom Fields ............................................................ 62Adding Five9 Custom Fields to Page Layouts ......................................... 64

    Enabling the Softphone in the Case Layout Page .............................................. 71Setting the Voicemail URL Base .................................................................. 73Enabling Multiple Languages in the Adapter ................................................... 73

    Editing the Call Center Definition File ..................................................... 74Translating Reason Codes and Dispositions ................................................ 75

    Translating Reason Codes and Dispositions ........................................... 76Locating Your Five9 Organization ID ................................................... 76Uploading the File of Translated Text Strings........................................ 77

    Chapter7Configuring the Salesforce Softphone and Search Options ..................... 80Understanding Search Rules According to Call Types ......................................... 80Creating Custom Objects .......................................................................... 82Configuring the Softphone Layout ............................................................... 84

    Salesforce Objects............................................................................. 85CTI 2.0 or Higher Settings .................................................................... 86

    Configuring Searches with Custom Fields....................................................... 88Enabling Custom Salesforce Search Options............................................... 89Creating Custom Fields in Salesforce....................................................... 90Creating Custom Fields in the Five9 VCC ..................................................91Capturing a Custom Field Value in an IVR Script ......................................... 93

    Configuring Searches with Visualforce Pages ..................................................94Configuring Custom Searches ..................................................................... 97

    iv Five9 Plus Adapter for Salesforce Administrators Guide

  • Chapter8Configuring List Synchronization .................................................... 98Synchronizing Dialing Lists ........................................................................ 98

    Adding the Salesforce ID to the Five9 Contact Database................................ 99Enabling Salesforce to Communicate with the VCC .................................... 100Setting User Permissions for the Five9list Custom Field............................... 102Adding the Five9list Field to the Campaign Page Layout.............................. 104Defining the Five9 Web Services Credentials............................................ 105Adding a Five9 List Name to a Salesforce Campaign ................................... 106Linking Salesforce Campaigns to Multiple VCC Domains............................... 107

    Assigning Campaigns Automatically to Calls.................................................. 108VCC Option ................................................................................... 109Custom Salesforce Field .................................................................... 110

    Mapping Salesforce Fields to Five9 Fields .................................................... 114

    Chapter9Integrating Five9 Channel Readiness with Salesforce Omni-Channel .......116Enabling Salesforce Omni-Channel............................................................. 117Creating Service Channels....................................................................... 118Create Presence Configurations ................................................................ 120Enabling Agents for Access to Presence Statuses............................................ 123Adding Omni-Channel to the Console ......................................................... 125Implementing Five9 Connect ................................................................... 127

    Obtaining the Package ...................................................................... 128Installing the Five9 Connect Managed Package ......................................... 129Customizing the User Interface............................................................ 129

    Adding Fields to the Case List View.................................................. 129Adding Fields to Case Detail Layout ................................................. 131Adding Categories ...................................................................... 132

    Training the NLP Engine .................................................................... 133

    Chapter10Enabling Optional Features in the VCC ............................................134Using Dialing Lists in the E.164 Format ....................................................... 134Enhancing the Click-to-Dial Call Log........................................................... 135Displaying Call Variables to Agents ............................................................ 137Enabling a Default Call Queue.................................................................. 141Enabling Connectors ............................................................................. 142Enabling Agents Permissions .................................................................... 142

    Chapter11Configuring Salesforce Reports to Include Five9 Statistics ....................144Configuring Salesforce Email Services......................................................... 144Uploading Batches of Five9 Logs ............................................................... 148

    Creating Activity Fields for Reports ...................................................... 148Mapping Salesforce Task Fields to Five9 Fields ......................................... 148Customizing Five9 Reports ................................................................. 150

    v Five9 Plus Adapter for Salesforce Administrators Guide

  • Chapter12Collecting Logs..........................................................................152Browser Logs ...................................................................................... 152

    Chrome ........................................................................................ 152Firefox......................................................................................... 153Internet Explorer ............................................................................ 154Safari .......................................................................................... 154

    Softphone Log ..................................................................................... 155Application Log ................................................................................... 155

    Chapter13Managing the Software for Your Agents ...........................................157Installing the Adapter............................................................................ 157Configuring the Browser ......................................................................... 159

    Chrome ........................................................................................ 159Adding Exceptions ...................................................................... 159Installing the Extension ................................................................ 161Troubleshooting the Softphone....................................................... 163

    Firefox......................................................................................... 163Adding Exceptions ...................................................................... 163Enabling the Five9 Softphone Plug-In................................................ 165

    Internet Explorer............................................................................ 166Enabling Pop-Up Windows ............................................................. 166 Adding your Domains to Trusted Sites .............................................. 167Configuring Optional Browser Features ............................................. 168

    Safari .......................................................................................... 172Enabling Pop-Up Windows and Plug-Ins ............................................. 172Enabling Cookies ........................................................................ 173Installing the Extension ................................................................ 174

    Removing the Integration ....................................................................... 174Removing the Adapter ...................................................................... 174

    Windows OS.............................................................................. 175Mac OS.................................................................................... 175

    Clearing the Browser Cache................................................................ 175Chrome ................................................................................... 175Firefox .................................................................................... 177Internet Explorer ....................................................................... 177

    AppendixAComponents of the Apex Package ..................................................179Code ................................................................................................ 179Tabs................................................................................................. 179Custom Fields ..................................................................................... 180Pages ............................................................................................... 181

    vi Five9 Plus Adapter for Salesforce Administrators Guide

  • Chapter2

    Whats New

    This table lists the changes made in the last six releases of this document:

    Release Changes

    April 2018 Added Managed Package 2.37, which contains these changes: Removed these unused custom fields: Five9CallbackCampaignId, Five9CallbackCampaignName, Five9CallbackId, and Five9CallbackNumber.

    An agent using the Plus Adapter for Lightning Experience can log in using single sign-on.

    Bug fixes. Added Enabling Lightning Experience in Your Organization. Updated screenshots in Downloading and Installing the Call Center Components. Added Lightning call center file details to Downloading the Call Center Definition File. Added Lightning single sign-on configuration details and screenshots to Configuring

    Single Sign-On. Added text and screenshots for Lightning Experience in Introduction and Creating and

    Populating a Five9 Call Center in Salesforce.

    January 2018 Corrected the links to the files in Configuring Custom Searches. Removed references to callback synchronization, which does not apply to the Plus

    adapter.

    July 2017 Added an important note about PSTN station.

    vii Five9 Plus Adapter for Salesforce Administrators Guide

  • Whats New

    June 2017 Corrected that you cannot use single sign-on with Open CTI for Lightning. Added an important note about agents who are enabled for Web Agent. For more

    information, see Enabling Agents Permissions. Added a note about connectors, which do not work with Mac OS and Chrome 53. Added an important note about Salesforce Limits. Added a note about lead conversion with Open CTI for Lightning. Updated Components of the Apex Package. All internal resources are now hidden. Added to the agents guide support for Five9 UC - Skype for Business. For more

    information, see Plus Adapter for Salesforce Agents Guide and Configuring Five9 UC Adapter - Skype for Business in the Basic Administrator's Guide.

    Added Managed Packages 2.31 and 2.34. Both contain security improvements.

    November 2016

    Added Salesforce Managed Package version 2.31 to support Open CTI for Lightning. Added a section about removing the softphone adapter from Mac OS. Added an important note about Firefox 49Mac OS 10 with Safari 10. Added a note about a defect in Firefox 49Mac OS 10 with Safari 10.

    October 2016 Added Implementing Five9 Connect.

    Release Changes

    viii Five9 Plus Adapter for Salesforce Administrators Guide

    http://webapps.five9.com/assets/files/for_customers/documentation/integrations/salesforce/salesforce-plus-adapter-agents-guide.pdfhttp://webapps.five9.com/assets/files/for_customers/documentation/vcc-applications/administrator/basic-administrators-guide.pdf

  • Chapter1

    Introduction

    The Five9 Plus Adapter for Salesforce is a browser plug-in that enables you to integrate the Five9 Cloud Contact Center with the Salesforce CRM. After your agents have installed the adapter, they can use the Five9 softphone, a call control tool that works in the Salesforce desktop with the cloud or console view that you have created.

    To verify that the workstations of your agents meet the technical requirements to use this Five9 product, see Five9 Adapter for Salesforce in the VCC Technical Requirements or contact your Five9 representative.opened browser tabs and windows

    AudienceThis guide describes for Salesforce and Five9 VCC administrators how to download, install, and configure the Five9 Plus Adapter for Salesforce and how to configure the required and optional Salesforce elements.

    Important Each browser limits the number of parallel connections for each host. Because all opened tabs and windows share these connections, open no more than five tab and browser windows to avoid performance issues. This limitation applies whether the content of the windows, such as case or opportunity, differs, or the windows are opened in different browsers, such as Firefox, Internet Explorer, Chrome, or Safari. For more information about the connection limits that apply to your browser and its versions, refer to the vendor of your browser.

    However, the console view enables you to avoid performance issues with the Five9 Plus Adapter for Salesforce when more than five browser tabs and windows are opened.

    Warning Five9 does not control the variations in the Salesforce user interface and does not know when changes may occur. Therefore, to complete the integration correctly, you must be a Salesforce.com Certified Administrator or equivalent.

    1 Five9 Plus Adapter for Salesforce Administrators Guide

    http://webapps.five9.com/assets/files/for_customers/documentation/technical-requirements/five9-technical-requirements.pdf

  • Introduction Audience

    New IntegrationsThis guide applies to you if you are installing a Five9 Adapter for Salesforce for the first time, and your domain has been enabled for the Five9 Plus Adapter for Salesforce.

    In the future, your agents adapter will be updated automatically. However, upgrading the managed package will remain a manual operation.

    Existing IntegrationsIf you currently have an integration with one of the Five9 adapters for Salesforce, CTI Toolkit API versions 3.x, 4.x, or Open CTI adapter, follow these steps after your domain is migrated to a new platform.

    From the Five9 Open CTI adapter, you may upgrade to the Five9 Plus Adapter for Salesforce or to the Five9 adapter for Lightning. If you are currently using the Plus adapter, you do not need to upgrade to use the adapter for Lightning. However, you need to create and populate a separate call center in Salesforce for Lightning users.

    1 Install the new managed package.You do not need to first remove the existing package. For more information, see Installing the Five9 Managed Package.

    2 Create a new call center, ensuring that your call centers are named so that you can easily differentiate them.For more information, see Creating Additional Call Centers.

    3 Migrate users to the new call center.To move agents between Salesforce adapters, assign the agents to a call center that uses a different adapter. Although you may also continue to use your current integration, your agents may not use two different adapters at the same time. For more information, see Adding Users to the Call Center.

    2 Five9 Plus Adapter for Salesforce Administrators Guide

  • Introduction About Five9 Plus Adapter for Salesforce Lightning Experience

    About Five9 Plus Adapter for Salesforce Lightning Experience

    Multiple Salesforce tabs and browser sessions are not recommended when using the Lightning Experience Adapter.

    This figure shows the Lightning Experience Adapter with a softphone. An agent is logged in and is ready for voice interactions.

    Summary of the Integration StepsThis section summarizes the steps required to create a call center with the Five9 Plus Adapter or Lightning Experience Adapter for Salesforce. Steps 1, 2, 3, and 6 are required; if you are using Lightning, step 4 is required; steps 5, 7, and 8 are optional. Regardless of the features that you choose to implement, you must follow the chapters in the order in which they are written.

    1 Install in Salesforce the Five9 managed package. Installing the Five9 Managed Package.

    3 Five9 Plus Adapter for Salesforce Administrators Guide

  • Introduction Summary of the Integration Steps

    2 Download the call center definition file. For more information, see Downloading the Call Center Definition File.

    3 Create and populate a call center. For more information, see Creating and Populating a Five9 Call Center in Salesforce.

    4 If you are using Lightning, see Enabling Lightning Experience in Your Organization.

    5 Optionally, configure single sign-on. This feature is available only with the Plus adapter. For more information, see Configuring Single Sign-On.

    6 Determine the data fields that you need. For more information, see Configuring Fields to Save and View Five9 Data.

    7 Configure and customize additional Salesforce and Five9 features: Salesforce pages and search options: Configuring the Salesforce Softphone

    and Search Options. Additional Five9 features: Enabling Optional Features in the VCC. Synchronization of campaign lists: Configuring List Synchronization. Salesforce Omni-Channel presence synchronization: Integrating Five9

    Channel Readiness with Salesforce Omni-Channel. Custom reports: Configuring Salesforce Reports to Include Five9 Statistics.

    8 Prepare the browsers and the softphone that your agents will use. For more information, see Managing the Software for Your Agents.

    4 Five9 Plus Adapter for Salesforce Administrators Guide

  • Chapter2

    Downloading and Installing the Call Center Components

    You must install in Salesforce the Five9 managed package, and you must download the softphone adapter. If you navigate to the Salesforce AppExchange independently, you must search for Five9.

    Perform the steps in these sections:Accessing the Five9 CRM Integrations Download PageInstalling the Five9 Managed PackageDownloading the Call Center Definition File

    Accessing the Five9 CRM Integrations Download Page

    1 To access the Five9 CRM Integrations download page, log into your Five9 account.You may need to answer a security question before continuing.

    5 Five9 Plus Adapter for Salesforce Administrators Guide

  • Downloading and Installing the Call Center Components Accessing the Five9 CRM Integrations Download Page

    2 Click CRM Integrations.

    3 Scroll down and click Five9 Adapters for Salesforce.

    4 Complete the steps in the following sections.

    6 Five9 Plus Adapter for Salesforce Administrators Guide

  • Downloading and Installing the Call Center Components Installing the Five9 Managed Package

    Installing the Five9 Managed PackageThe Five9 managed package contains the files to configure your call center and to implement single sign-on with SAML if you choose to do so.

    1 Examine the Administrators section for the adapter type you require (Plus Adapter for Salesforce Lightning Experience or Plus Adapter).This guide does not describe the Open CTI Adapter.

    2 In the Administrators section for your adapter type, click Five9 managed package.

    3 Click Get It Now.

    7 Five9 Plus Adapter for Salesforce Administrators Guide

  • Downloading and Installing the Call Center Components Installing the Five9 Managed Package

    4 Log in to AppExchange.

    5 Click Install in Production or Install in Sandbox, depending on the Salesforce organization where you want to install the Five9 managed package.

    8 Five9 Plus Adapter for Salesforce Administrators Guide

  • Downloading and Installing the Call Center Components Installing the Five9 Managed Package

    6 Check the terms and conditions agreement box, and click Confirm and Install.

    7 If requested, enter your Salesforce user name and password again.Installation starts at this step.

    Important The process is identical for new and upgrade installations. The language on the Salesforce pages refers either to a new or upgrade installation. All the figures below refer to a new installation.

    Depending on your Salesforce version, the pages that you see may differ. However, the process is the same.

    9 Five9 Plus Adapter for Salesforce Administrators Guide

  • Downloading and Installing the Call Center Components Installing the Five9 Managed Package

    8 Review the package components.This step is optional.For details, see Components of the Apex Package.a To view the list of components in the package, click View Components.

    b Close the window.

    10 Five9 Plus Adapter for Salesforce Administrators Guide

  • Downloading and Installing the Call Center Components Installing the Five9 Managed Package

    9 Select one of the options. Install for admins only: Five9 recommends this option. Only the system

    administrator profile can see the activity fields. The settings are assigned to the administrator profile and any profile with the Customize Application permission. The administrator is responsible for enabling other profiles.

    Install for all users: All profiles are can see the activity fields. The settings are assigned to all internal custom profiles.

    Install for specific profiles: You specify which profiles can see the activity fields. The settings are assigned to the profiles as needed.

    10 Click Install.If you stop the process before it is completed, you will need to reinstall the package. When the installation is finished, you see this page, and you receive an email message that confirms the installation. Do not proceed until you receive the email.The email also mentions that you need to deploy the package to activate some components. However, you do not need to deploy the package.

    11 Five9 Plus Adapter for Salesforce Administrators Guide

  • Downloading and Installing the Call Center Components Downloading the Call Center Definition File

    11 Click Done.The Installed Packages page appears. Your package is displayed at the bottom of the list. If you upgraded your package, the new package overwrites the existing one with the new version number. However, the previous installation date is retained.

    Downloading the Call Center Definition FileThe call center definition file enables you to create a call center in Salesforce.

    In the CRM download page, click the link for the type of login that you want to use:

    Standard. Use the standard file if you want your agents to log into Salesforce and Five9 separately. When you are ready to create the call center, see Creating and Populating a Five9 Call Center in Salesforce. For the Plus Adapter, the file name is

    Five9VirtualCallCenterFreedom.xml. For the Plus Adapter for Salesforce Lightning Experience, the file name is

    Five9VirtualCallCenterFreedomLightningExp.xml.

    Single sign-on. Use the single-sign on file if you want your agents to be automatically logged into the Five9 adapter when they log into Salesforce. To use single sign-on, Five9 must enable your domain. For more information, see Configuring Single Sign-On. For the Plus Adapter, the file name is

    Five9VirtualCallCenterFreedomCanvas.xml. For the Plus Adapter for Salesforce Lightning Experience, the file name is

    Five9VirtualCallCenterFreedomLightningExpSSO.xml.

    12 Five9 Plus Adapter for Salesforce Administrators Guide

  • Chapter3

    Creating and Populating a Five9 Call Center in Salesforce

    This chapter describes the essential features of a call center:

    Creating and Managing a Call CenterAdding Users to the Call CenterCustomizing the Salesforce Options for Users

    Creating and Managing a Call CenterDefining a call center in Salesforce associates a Salesforce organization and its users with the Five9 cloud software.

    Initial Call CenterTo create a Five9 call center in Salesforce, upload the Five9 call center definition file that you downloaded earlier. The files are named as follows:

    Standard login call center: Five9VirtualCallCenterFreedom.xml Call center with single sign-on: Five9VirtualCallCenterFreedomCanvas.xml Lightning Experience standard login call center:

    Five9VirtualCallCenterFreedomLightningExp.xml Lightning Experience call center with single sign-on:

    Five9VirtualCallCenterFreedomLightningExpSSO.xml

    1 Locate the Call Centers menu.

    Important Five9 does not control the variations in the Salesforce user interface and does not know when changes may occur. Therefore, in the rest of this guide, only the target menu is provided. To locate each menu, use the Salesforce QuickFind search.

    An agent may be assigned to only one call center at a time.

    13 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Creating and Managing a Call Center

    2 In the All Call Centers page, click Import.

    3 To locate your file, click Choose File.

    4 Click Import.The details of your call center are displayed. Depending on the file you imported, you will see different settings.

    14 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Creating and Managing a Call Center

    Your new call center now appears in the list of call centers.

    Note The default name for the single sign-on Salesforce Classic call center is Five9 SAML Domain. For Salesforce Lightning, the default name is Five9 Domain Lightning SSO. The name is used as reference in the single sign-on chapter.

    Call center definition with standard login

    Call Center definition with single sign-on login

    15 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Creating and Managing a Call Center

    Modifying the Definition of a Call CenterYou may edit some of the default information of your call center.

    1 In Setup, locate Call Centers.

    2 Click Edit next to a call center name.

    Element Description

    Five9 Domain Name Internal name of your Five9 domain; corresponds to line 3 of the call center definition file.

    Display Name External name of your Five9 domain; corresponds to line 4 of the call center definition file.

    Description Description of your domain.

    CTI Adapter URL If appropriate, URL of the Five9 user interface: Call center with single sign-on: no URL. Call center without single sign-on: https://

    app.five9.com/clients/integrations/sf.main.html

    Use CTI API True

    Softphone HeightSoftphone Width

    Height and width of the softphone. The default values are 600 X 200 mm. You can modify this value as needed.

    Important Due to Salesforce configuration, if you use the console view in a small monitor, the adapter disappears under the browser tabs when you increase the height too much. If this occurs, use [Ctrl + minus] to reduce the size of the adapter so you can see its resize controls at the top. After you resize the softphone, use [Ctrl + plus] to restore the size of the softphone. This workaround is required each time you open the browser or switch back and forth between the cloud and console views.

    Canvas Namespace Applies only to call centers with single sign-on login. Location of the Apex interface and classes for canvas applications.

    Canvas API Name Applies only to call centers with single sign-on login. Name of the Five9 Canvas application.

    Outside Prefix First digit to automatically dial for external calls. The default value in the call center definition file is 9. This prefix is used for the Salesforce click-to-dial feature.

    16 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Creating and Managing a Call Center

    3 Make your changes, and click Save.

    Creating Additional Call CentersYour Salesforce organization can contain multiple call centers. To create a new call center, download a new call center definition file.

    Naming your New Call CenterThe name of each call center must be unique. Otherwise, you cannot upload the file.

    1 Open the call center definition file in a text editor.Lines 3 and 4 contain the name of your call center:Your_Five9_Domain_NameYour_Five9_Domain_Name

    2 Be sure that the name of each call center is unique.

    3 Save and close the file.

    Long Distance Prefix Phone prefix to automatically dial for long distance calls. For North America, the default value in the call center definition file is 1. If you use the E.164 format, enter the digit appropriate for your configuration. For more information, see Using Dialing Lists in the E.164 Format. This prefix is used for the Salesforce click-to-dial feature.

    International Prefix Phone prefix to automatically dial for international calls. For North America, the default value in the call center definition file is 01. If you use the E.164 format, enter the digit appropriate for your configuration. For more information, see Using Dialing Lists in the E.164 Format. This prefix is used for the Salesforce click-to-dial feature.

    Created By Five9 User Administrator who created the call center.

    Created On Date that the call center was created.

    Element Description

    17 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Adding Users to the Call Center

    Uploading the New Call Center Definition FileImport the file into Salesforce.

    1 Locate Call Centers.

    2 Click Import.

    3 Locate your call center definition file.

    4 Click Open and Import.

    The details of the file are displayed. You are now ready to add users to the your new call center.

    Adding Users to the Call CenterIf you already have Salesforce users, add them to the new call center. Otherwise, create the Salesforce users that you plan to assign to the call center:

    Enabling Salesforce Permissions in User ProfilesPopulating Your Call Center

    Enabling Salesforce Permissions in User ProfilesAgents must be assigned to a profile that contains the appropriate Salesforce permissions.

    Salesforce provides default profiles that you can use as defined, delete, or clone to create as many profiles as you need. Because all default profiles contain Five9 custom fields, you can use any of them to create profiles for your call center users. The default visibility of custom fields depends on the option that you selected when you installed the package.

    18 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Adding Users to the Call Center

    At that time, all permissions to the package were granted to the user group that you selected:

    Administrators: Only the system administrator profile can see the activity fields. The administrator is responsible for enabling user profiles as needed.

    All users: All profiles are can see the activity fields. Specific profiles: Specified profiles can see the activity fields.

    These instructions are based on the Standard User profile.

    1 In your Salesforce Setup menu, locate Profiles.

    2 Click the name of a profile.This figure shows only the top of the default Standard User profile details.

    Note In addition to Salesforce permissions, you need to assign call center permissions in the Five9 VCC. For example, User Must Pick Salesforce Object For Call Log is a Five9 VCC permission specific to Salesforce that requires users to associate a call with a Salesforce object, such as an account or lead.

    19 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Adding Users to the Call Center

    3 To display the properties of the profile, in the Field-Level Security section, click Campaign [View].

    4 To update the Five9 permissions for this user profile, click Edit.

    5 Enable permissions for your agents as needed, and click Save.

    Five9 configuration tabs

    6 Click Back to Profile, and click Edit.

    7 If needed, in the Custom App Settings section, enable the custom applications that you want users of the profile to access, such as F9 Lightning.

    20 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Adding Users to the Call Center

    8 If needed, enable the connected applications that you want users of the profile to access, such as Five9 Single Sign-On or Five9 Single Sign-On Lightning, depending on your call center requirements.

    9 In the Tab Settings > Custom Tab Settings section, set the visibility of the Five9 configuration tabs.To avoid showing an error message to users who cannot change the information on these tabs, enable these features only for administrators.

    10 For Five9 Settings, select Tab Hidden.

    11 Click Save.

    21 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Adding Users to the Call Center

    Populating Your Call CenterYou can populate your call center by adding single users or groups of users:

    Adding Single UsersAdding Groups of Users

    Adding Single UsersIf you plan to add only a few users at a time, specify the name of the call center in the users details.

    1 In your Salesforce Setup menu, locate Users.

    2 Click Edit next to a user.

    22 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Adding Users to the Call Center

    3 Click the magnifier next to the Call Center field.The lookup screen for classic is shown below.

    The lookup screen for Lightning is shown below.

    4 Click the new call center name, or search for it by name.The user becomes assigned to the call center.The assignment for classic is shown below.

    23 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Adding Users to the Call Center

    The assignment for Lighting is shown below.

    5 Click Save.

    Adding Groups of UsersIf you plan to add groups of users at a time, follow these steps.

    1 In your Salesforce Setup menu, locate Call Centers.

    2 Click the name of the call center.

    3 Click Manage Call Center Users.

    You can see all users that you have assigned to the call center.

    4 To add users, click Add More Users.

    Important If you restrict field-level security settings, the custom activity fields may not appear in the layout.

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  • Creating and Populating a Five9 Call Center in Salesforce Adding Users to the Call Center

    5 Choose search criteria and click Find.

    6 Select the users to be added, and click Add to Call Center.

    25 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Customizing the Salesforce Options for Users

    Customizing the Salesforce Options for UsersYou may set the options for your agents or give them the instructions.

    Softphone OptionsSoftphone Views

    Softphone OptionsYou may customize the agents account to simplify the appearance of single call records. Accounts and leads are searched for matching phone numbers. This option specifies how a record should appear if only one record matches an incoming call.

    1 On the landing page, click users name > My Settings.

    2 Click Call Center Settings > My Softphone Settings.

    3 To ensure that this option does not conflict with the call center settings for single record matches, verify that Always open the record automatically is selected, and click Save.

    Important Depending on your Salesforce version, the name and location of the account settings may vary. The steps below describe the most current version.

    26 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Customizing the Salesforce Options for Users

    Softphone ViewsYou may select one of two softphone views:

    Cloud ViewThe softphone appears stationary on the left side. You may allow agents to open or close the softphone by clicking the arrow at the top of the adapter as shown in the figures below.

    If you use the adapter in a separate browser window, for example with Firefox, the cloud view adapter must be open so that agents can log into the softphone. Afterward, you may close the softphone adapter in the main Salesforce browser window.

    Important Be sure to inform your users of all browser limitations.

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  • Creating and Populating a Five9 Call Center in Salesforce Customizing the Salesforce Options for Users

    If you use a separate browser window for the softphone, for example with Firefox, the adapter must be open so that you may log into the softphone. After you have logged in, you may close the softphone adapter in the main Salesforce browser window.

    To improve the performance of the embedded adapter used in cloud view, the window shown below opens automatically when you log into the adapter. You may minimize or hide this window, but you must not close it. If you close this window accidentally, it automatically reopens to maintain the connection of your adapter to Five9.

    However, if you set the adapter to open in a separate browser window, this stand-alone window does not appear.

    Console ViewThe softphone appears when you click the phone icon in the bottom right corner of the page. Internet Explorer 11 limits users of the Five9 Adapter for Salesforce in Cloud View by causing performance issues when agents open multiple tabs and/or windows. Therefore, Five9 recommends that agents enable the freestanding adapter mode or use the Service Cloud console view.

    To resize the softphone, drag the handle (top left). To minimize it, click the minus sign (top right).

    28 Five9 Plus Adapter for Salesforce Administrators Guide

  • Creating and Populating a Five9 Call Center in Salesforce Customizing the Salesforce Options for Users

    The following chapter describes the Lightning Experience Adapter. You will see an example of the adapter running in Running a Lightning Experience Application.

    Note If you enlarge the adapter while using a large monitor, be sure to return the adapter to its default (small) size if you plan to later view the adapter on a smaller monitor, such as on a laptop computer. Otherwise, the adapter is hidden under the Salesforce tabs. To retrieve a hidden adapter, follow these steps:

    1. Reduce the size of all elements in the window (Ctrl + minus sign).2. When you can see the softphone handle, resize the adapter as needed.3. Return the size of the elements to normal (Ctrl + plus sign).

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  • Chapter4

    Enabling Lightning Experience in Your Organization

    Salesforce Lightning Experience enables you to boost your productivity in a streamlined interface in which you can use these Five9 features:

    Voice and voicemail include configurable tiles for agent statistics. Preview and standard chat include transfer and conference. Omnichannel with proactive and preview chat, email, and web analytics. You can

    display the customer journey with a filterable time line of the customer's omnichannel interactions.

    Skype for Business is available to agents.

    Perform the steps in these sections:Preparing Your OrganizationCreating a Lightning Experience ApplicationRunning a Lightning Experience Application

    Preparing Your OrganizationPrepare your organization for Lightning Experience as follows:

    1 To enable Lightning Experience, follow the Salesforce tutorial. Contact your Salesforce representative if needed.

    2 When you are ready to adopt Lightning Experience, contact your Five9 representative:a Request that your domain be enabled.b If you have not already done so, obtain the required Salesforce managed

    package and the call center definition file as described in Downloading and Installing the Call Center Components. You use the Salesforce Lightning Experience files.

    3 If you have not already done so, install the Salesforce managed package and the call center definition file as described in Downloading and Installing the Call Center Components.

    30 Five9 Plus Adapter for Salesforce Administrators Guide

    https://trailhead.salesforce.com/en/module/lex_migration_introduction

  • Enabling Lightning Experience in Your Organization Creating a Lightning Experience Application

    Creating a Lightning Experience ApplicationTo finish preparing your implementation, you must create a Lightning Experience application.

    1 At the top of the page, under your name, select Switch to Lightning Experience.

    2 Under the cog on the right, select Setup.

    3 Locate App Manager.

    4 Click New Lightning App.

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  • Enabling Lightning Experience in Your Organization Creating a Lightning Experience Application

    5 Complete the fields, and click Next.

    6 Select either a standard or console navigation style, and click Next.

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  • Enabling Lightning Experience in Your Organization Creating a Lightning Experience Application

    7 Click Add and select Open CTI Softphone, which is required for the CTI workspace to be available.

    8 Click Next.

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  • Enabling Lightning Experience in Your Organization Creating a Lightning Experience Application

    9 Click Next.

    10 Select your profiles. For example, select Standard User.

    11 Click Save & Finish.

    Your application is displayed in the list. To edit or delete it, click the down arrow at the far right.

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  • Enabling Lightning Experience in Your Organization Running a Lightning Experience Application

    Running a Lightning Experience ApplicationTo run a Lightning Experience application, perform these steps:

    1 Select F9 Lightning from the Salesforce App Launcher.

    2 Click Engage.

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  • Enabling Lightning Experience in Your Organization Running a Lightning Experience Application

    3 Select your station type, enter the details, and click Confirm.

    4 Select your queues and click Confirm.

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  • Enabling Lightning Experience in Your Organization Running a Lightning Experience Application

    5 Set your status. For example, set your status to Ready (All).

    37 Five9 Plus Adapter for Salesforce Administrators Guide

  • Chapter5

    Configuring Single Sign-On

    This chapter describes how to configure single sign-on user authentication with Security Assertion Markup Language (SAML). SAML is a standard that enables you to synchronize authentication and authorization data between Salesforce and Five9 so that agents can use single sign-on (SSO) to gain access to both systems simultaneously:

    If you enable single sign-on, your agents use only one set of credentials to automatically be logged into the adapter when they log into Salesforce.

    If you do not enable single sign-on, your agents must log into Salesforce and Five9 separately with two sets of credentials. If you do not plan to use single sign-on, skip this chapter.

    This feature is available only with the Plus adapter.Preparing to Implement Single Sign-OnConfiguring Your Salesforce EnvironmentEnabling Access to External Domains from Your Salesforce Classic EnvironmentConfiguring Single Sign-On in the VCC Administrator ApplicationTesting Single Sign-On

    Preparing to Implement Single Sign-OnBefore configuring single sign-on, be sure to have completed these steps:

    1 To better understand single sign-on, refer to these Salesforce guides: Single Sign-On Implementation Guide Identity Implementation Guide

    2 Request from your Five9 support representative that your domain be enabled for Plus applications.

    3 Download and install the software described in Chapter 2.

    4 Create and populate your call center as described in Chapter 3.

    38 Five9 Plus Adapter for Salesforce Administrators Guide

    https://na34.salesforce.com/help/pdfs/en/salesforce_single_sign_on.pdfhttps://na1.salesforce.com/help/pdfs/en/salesforce_identity_implementation_guide.pdf

  • Configuring Single Sign-On Configuring Your Salesforce Environment

    Configuring Your Salesforce EnvironmentFollow each section in the order in which it is listed:

    Creating a Domain NameEnabling Salesforce as an Identity ProviderEnabling Single Sign-OnAuthorizing Users to Use Connected ApplicationsEditing the Users Profile for Single Sign-OnConfiguring Your DomainAdding a Federation or Other Persistent ID to Users VCC Properties

    Creating a Domain NameThis section describes how to create a Salesforce domain if you do not already have one. You may use any domain name that you currently have in Salesforce, or you can create a domain name now. This domain name is not related to your Five9 domain name. When single sign-on is configured, your users will log into this domain.

    1 Locate My Domain.

    2 In the field, enter a domain name.

    3 Click Check Availability, and modify your domain name until the name is available.

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  • Configuring Single Sign-On Configuring Your Salesforce Environment

    4 For classic, read and agree to the terms and conditions.

    The Lightning screen is shown below.

    5 Enter your domain name.

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  • Configuring Single Sign-On Configuring Your Salesforce Environment

    6 Click Check Availability.

    7 Click Register Domain.Your pending domain name

    appears.

    When the domain name is accepted, you receive an email from Salesforce. In Salesforce, instead of Step 2 Domain Registration Pending, you now see Step 3 Domain Ready for Testing.All your application URLs, including those of Visualforce pages, change to the new URL. Therefore, be sure to update any application URLS that were created before you created this domain name.The login URL for the new domain is in this format: https://.my. salesforce.com/domainname/DomainName.apexpFor classic, the example login URL for the domain is https://infodevtestdomain-dev-ed.my.salesforce.com/domainname/DomainName.apexp.For Lighting, the example login URL for the domain is https://companytestdomain-dev-ed.my.salesforce.com/domainname/DomainName.apexp.

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  • Configuring Single Sign-On Configuring Your Salesforce Environment

    8 After you have received the email, if necessary, refresh the Salesforce page to see Step 3.The domain name for the classic example is shown below.

    The domain name for the Lighting example is shown below.

    Domain name

    Domain name

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  • Configuring Single Sign-On Configuring Your Salesforce Environment

    9 For classic, click Click here to login.

    For Lighting, click Log in.

    10 Click Deploy to Users.The confirmation for classic is shown below.

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  • Configuring Single Sign-On Configuring Your Salesforce Environment

    The confirmation for Lightning is shown below.

    11 Click OK.Your domain is ready to use. You may change now or later the default settings and the appearance of the login page that your users see.The settings for classic are shown below.

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  • Configuring Single Sign-On Configuring Your Salesforce Environment

    The settings for Lightning are shown below.

    Enabling Salesforce as an Identity ProviderSelect the certificate to use to communicate securely with other services.

    1 Locate Identity Provider.

    Cl

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  • Configuring Single Sign-On Configuring Your Salesforce Environment

    2 Click Download Metadata, and save the file.This XML file contains the URLs, certificate, and format that you will later import in your VCC Administrator application to configure single sign-on in Five9. The file name is similar to this one: SAMLIdP-00D61000000Y5Eo.xml.

    Enabling Single Sign-OnEnabling single sign-on in your domain is the first configuration step. If you later decide to use standard login, you may do so by disabling this option. No other change would be needed.

    1 Locate the Single Sign-On Settings menu.

    2 Click Edit.

    3 Check SAML Enabled.

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  • Configuring Single Sign-On Configuring Your Salesforce Environment

    4 Click Save.

    Authorizing Users to Use Connected ApplicationsIn this section, you select the profiles of users who may access the configuration of connected applications.

    1 Go to the Connected Apps menu.You see all the connected apps that apply to your organization. All applications provided by Five9 start with Five9.The classic connected apps are shown below.

    The classic and Lightning connected apps are shown below.

    Open CTI for Lightning

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  • Configuring Single Sign-On Configuring Your Salesforce Environment

    2 For classic, click Edit next to Five9 Single Sign-On (https://app.five9.com). For Lightning, click Edit next to Five9 Single Sign-On Lightning (https://app.five9.com).Most fields were populated when you installed the managed package.The default Start URL in the Basic Information section is https://app.five9.com/clients/integrations/sf.main.html?appKey=SF.The following screen shows the classic settings.

    The following screen shows the Lightning settings.

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  • Configuring Single Sign-On Configuring Your Salesforce Environment

    3 Select these options. Permitted Users: For classic only, select Admin approved users are pre-

    authorized. When you do so, a warning message appears. Click OK.

    Subject Type: Type of unique ID that agents will use to log into Salesforce and Five9. The value, such as an email address, must be the same in both applications and must persist until the user is deleted. Five9 recommends that you select Federation ID. However, you may need to select another type of ID to conform to your current Salesforce implementation. For more information, see Adding a Federation or Other Persistent ID to Users VCC Properties.

    4 Click Save.The list of Connected Apps reappears.

    5 For classic, click Five9 Single Sign-On (https://app.five9.com). For Lighting, click Five9 Single Sign-On Lightning (https://app.five9.com).

    6 In the details page, scroll down to the Profiles section, and click Manage Profiles.

    7 In the profile assignment page, select the profiles that you want to allow access to Five9 with single sign-on.

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  • Configuring Single Sign-On Configuring Your Salesforce Environment

    8 Click Save.The list of Connected Apps reappears.

    9 For classic, repeat step 2 to step 8 for Five9 Single Sign-On (https://app.five9.eu). For Lightning, repeat step 2 to step 8 for Five9 Single Sign-On Lighting (https://app.five9.eu).

    Editing the Users Profile for Single Sign-OnYou need to assign the user to the domain enabled for single sign-on and possibly add a value to the Federation ID field.

    1 Locate Manage Users > Users.

    2 Click Edit next to the users name.

    3 Scroll down to the Call Center field on the right, and click the magnifier.

    4 Select your Five9 Single Sign-On Call Center.The default name for classic is Five9 SAML Domain.

    50 Five9 Plus Adapter for Salesforce Administrators Guide

  • Configuring Single Sign-On Enabling Access to External Domains from Your Salesforce Classic Environment

    The default name for Lightning is Five9 Domain Lightning.

    5 Enter information in the Single Sign On Information section if appropriate:

    If you selected Federation ID as subject type, enter a name for the agent. You may use the agents Five9 user name or another name reserved for single sign-on.

    If you selected another ID as subject type, leave the field empty.

    6 Click Save.

    Enabling Access to External Domains from Your Salesforce Classic Environment

    This section is for Salesforce classic only. If you are using Salesforce Lightning Experience, skip this section.

    If you use the console view in Salesforce classic, you must enable the domains external to Salesforce that your users can access. These instructions use the sample console as an example. Apply the same procedure to your custom console. You can also use the console details page to configure the layout of the tabs and other elements available to your agents when they use the console view.

    1 Locate Create > Apps.

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  • Configuring Single Sign-On Enabling Access to External Domains from Your Salesforce Classic Environment

    2 Click Edit next to your console.

    3 In the Whitelist Domains section, enter a comma-separated list of the domains that you want your users to access, without http:// or https://:

    app.five9.com,app.five9.eu

    4 Click Save.

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  • Configuring Single Sign-On Configuring Single Sign-On in the VCC Administrator Application

    Configuring Single Sign-On in the VCC Administrator Application

    You need to enable your agents and your domain in the VCC Administrator Application.Configuring Your DomainAdding a Federation or Other Persistent ID to Users VCC Properties

    Configuring Your DomainTo enable single sign-on, import the Salesforce metadata file that you downloaded earlier in the Identity Provider menu.

    1 Log into the VCC Administrators application.

    2 Select Actions > Configure > Single Sign-On.

    3 To enter the information from a metadata file, click Import, and locate your file.All the fields are completed, and the X509 certificate is imported even if the field on the right remains blank.

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  • Configuring Single Sign-On Configuring Single Sign-On in the VCC Administrator Application

    Not all of the fields can be imported or changed. You cannot import or change the Service Provider initiated login URL fields, which are set when your Five9 domain is created. Those fields contain the URLs used by the adapters for single sign-on.This table describes the single sign-on fields that you can import and change.

    4 Click Save.

    Adding a Federation or Other Persistent ID to Users VCC Properties

    This value in this field is synchronized with the subject type that you selected in the Connected Apps menu in Salesforce.

    1 In the Administrators application, open Users.

    2 Open a users name.

    3 In the Federation ID field of the General tab, enter a value: If you selected Federation ID as subject type, enter a name for the agent. You

    may use the agents Five9 user name or another name reserved for single sign-on.

    If you selected another ID as subject type, enter the value of that ID, for example: if you selected Username as subject type, enter the users Salesforce Username.

    Field Description

    Issuer URL URL of the identity provider, starting with the server name from the metadata file loaded from Salesforce IDP settings.

    SingleSignOnService HTTP-POST Binding URL

    Location of the main login address for your domain, starting with the server name.

    SingleSignOnService HTTP-Redirect Binding URL

    Location of the alternate login address for your domain, starting with the server name.

    X.509 certificate Specifies the format of the public key.

    Valid Until Expiration date and time of the certificate in the specified time zone.

    Default NameID Format Format of the Name ID.

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  • Configuring Single Sign-On Testing Single Sign-On

    In this figure, the Federation ID matches the Five9 user name.

    4 Click Save.

    Testing Single Sign-OnTo verify that single sign-on is working as expected, follow these steps.

    1 Log out of the adapter and of your Salesforce domain.

    2 Log into your Salesforce domain with the user name that you configured for single sign-on.If single sign-on is configured correctly, you see the station setup window.For classic, the station set up is shown below.

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  • Configuring Single Sign-On Testing Single Sign-On

    For Lightning, the station selection is shown below.

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  • Chapter6

    Configuring a Five9 Call Center in Salesforce

    This chapter describes how to configure in Salesforce the essential integration features for a functional Salesforce call center:

    Configuring Fields to Save and View Five9 DataEnabling the Softphone in the Case Layout PageSetting the Voicemail URL BaseEnabling Multiple Languages in the Adapter

    Configuring Fields to Save and View Five9 DataThe Five9 Plus Adapter for Salesforce saves Five9 data that exists in Salesforce standard and custom activity fields added to call logs. You can use this data to run reports that contain information about Salesforce and Five9. Follow the steps in these sections:

    Configuring Salesforce Task FieldsConfiguring Five9 Custom Fields in Salesforce

    Configuring Salesforce Task FieldsTasks enable you to track call center actions, such as making phone calls or sending email. The Five9 adapter uses task fields in these locations:

    Home page: My Tasks section and the calendar. Activities list view of a record: Open Activities and Activity History.

    To view and modify the task fields and layouts, follow the steps in these sections:Viewing Standard Salesforce Task FieldsAdding Five9 Custom Fields to the Task Layout

    Viewing Standard Salesforce Task FieldsThe standard Salesforce fields are used by Five9 to save call information. The fields are populated automatically. Follow these steps to see the list of standard Salesforce task fields.

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    1 Locate Task Fields.Many of the task fields are part of your default task page layout. You need to add those that are not. You can keep the default settings or modify them as needed.

    For more information about these fields, see the Salesforce documentation.

    Salesforce Field Name Populated By Description

    Assigned To Salesforce Always set to the user who created or performed the task.

    Call Duration Salesforce Call duration in seconds.

    Call Object Identifier Salesforce Salesforce unique ID, which is different from the Five9 session ID.

    Call Result Five9 Five9 call disposition assigned by the agent. For more information, see Adding Five9 Custom Fields to the Task Layout.

    Call Type Salesforce Inbound, outbound, or internal.

    Comments Five9 Five9 call logs: text typed by agents in the softphone.

    Name * Salesforce Contact record or lead associated with the call.

    Priority Salesforce Set to Normal.

    Related To * Salesforce Account, lead, or other object associated with the call.

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    https://help.salesforce.com/HTViewHelpDoc?id=task_fields.htm&language=en_US

  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    Adding Five9 Custom Fields to the Task LayoutFive9 call dispositions are saved in the standard Salesforce Call Result field, which is not part of the default Salesforce task layout. Therefore, to ensure that your users see this option, add the Call Result field to the task page layout and assign the page layout to the profiles of users who need to see the field.

    1 To create, clone, or edit a task layout, locate Task Page Layouts. If no task layout exists, create a task layout. To do so, click New on the Task

    Page Layout page, enter the name of the layout, and click Save. Continue with step 3.

    If at least one layout exists, proceed to step 3.

    Status Salesforce Always set to Completed.

    Subject Salesforce Default is Call , which the agent can edit.

    Type Salesforce Always set to Call.Open CTI for Lightning

    * During calls, agents convert leads when they select the object of the call in the Name field. The process is slightly different depending on the type of console that they use: Sales and Service Cloud consoles: the Name field is populated automatically

    when agents navigate to Salesforce leads. Lightning Experience: Once agents select the lead in the Name field, Salesforce

    displays a pop-up window with the created objects, such as contact or account. Agents must click each created object listed in the pop-up window to update the Name and Related To lists. If agents close the pop-up window without doing so, the Name and Related To lists are not updated. To return to the leads page, agents must close the pop-up window. To update the fields manually, agents may search and open the objects recently created.

    Salesforce Field Name Populated By Description

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    2 To edit an existing layout, click Edit.

    3 Click Fields.

    4 Drag the Call Result field and any Five9 fields that you want to the page layout.The name of all Five9 custom fields starts with Five9.

    5 Click Save.The summary page reappears. You are ready to assign the page layout to the user profiles.

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    6 Click Page Layout Assignment.

    7 Click Edit Assignment.

    8 Select the profiles to which you want to assign the new layout.

    9 From the Page Layout To Use menu, select a layout.

    10 Click Save.

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    Configuring Five9 Custom Fields in SalesforceWhen you installed the managed package, Five9 custom fields were added as Salesforce activity custom fields. The Five9 Adapter for Salesforce saves call data in these custom activity fields. You can access the stored information by running Five9 activity reports in Salesforce.

    Viewing Five9 Custom FieldsAdding Five9 Custom Fields to Page Layouts

    Viewing Five9 Custom FieldsWhen a call ends, Five9 call data is saved in the Five9 activity custom fields. Follow these steps to view the Five9 custom fields on Salesforce call logs and to create additional custom fields for your business. You need to create at least the Five9_Call_Time field, which you will need when customizing the Salesforce log mapping to send Five9 logs to Salesforce with the Salesforce email services. For more information, see Mapping Salesforce Task Fields to Five9 Fields.

    1 In your Salesforce Setup menu, locate Activity Custom Fields.

    This table lists the Five9 custom fields used to save call information.

    Five9 Custom Field Call Information

    Five9 After Call Work Time Time spent by the agent after the call.

    Five9 Agent Agent who processed the call. User ID that you created in the VCC Administrator application.

    Five9 Agent Extension Agent extension of VCC user ID.

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    Five9 Agent Name Agents name of VCC user ID.

    Five9 ANI ANI.

    Five9 Callback Campaign ID Campaign ID of the callback.

    Five9 Callback Campaign Name Campaign name of the callback.

    Five9 Callback ID ID of the callback.

    Five9 Callback Number Phone number of the callback.

    Five9 Call Type Call type: OUTBOUND INBOUND TEST AGENT AUTODIAL INTERNAL QUEUE_CALLBACK VISUAL INBOUND_VOICEMAIL OUTBOUND_VOICEMAIL INTERNAL_VOICEMAIL AGENT_PREVIEW TEST_PREVIEW OUTBOUND_PREVIEW

    Five9 Campaign Campaign name.

    Five9 DNIS DNIS.

    Five9 Handle Time Total handle time.

    Five9 Session ID Unique Five9 session ID for the call, which appears in call reports.

    Five9 Custom Field Call Information

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    Adding Five9 Custom Fields to Page LayoutsCustom fields are not visible to users until you add them to these pages:

    Activity List. You can edit an existing activity view or create a new view to display Five9 activity columns. Follow these steps to display Five9 activity information on the Home page.

    1 At the bottom of the calendar, click Activity List View (third icon from the left).

    Salesforce provides several predefined activity views. When you select a view, the content of the view is displayed in table format.

    2 Click Edit or Create new View.

    Activity ListTask PageEvent Page

    Activity SearchesReports

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    3 In Step 3, select up to 15 fields to display, and click Add.

    4 Use the arrows on the right to arrange the fields in the desired order.

    5 Click Save.The summary page reappears. The headings of the table correspond to the fields that you added to the view. You can adjust the width of the columns by dragging left or right the border between the columns.

    Task Page. To display on activity pages the Five9 Adapter for Salesforce custom fields, you can edit a task layout or create a new layout.

    1 Locate Activities > Task Page Layouts.

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    2 Create or edit an existing layout.

    3 Click Fields.

    4 Drag the necessary Five9 fields down to the page layout.

    5 Click Save.The Task Page Layout summary page reappears. You are ready to assign the page layout to the user profiles.

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    6 In the list of layouts, click Page Layout Assignment.

    7 Click Edit Assignment.

    8 Select the profiles to which you want to assign the new layout.

    9 From the Page Layout To Use menu, select a layout.

    10 Click Save.

    Event Page. To display Five9 custom fields as an event, you can edit an event layout or create a new layout.

    1 Locate Event Page Layouts.

    2 Create or edit a layout.

    3 Click Fields.

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    4 Drag the desired Five9 fields down to the page layout.

    5 Click Save.The Task Page Layout summary page reappears.

    6 In the list of layouts, click Page Layout Assignment.

    7 Click Edit Assignment.

    8 Select the profiles to which you want to assign the new layout.

    9 From the Page Layout To Use menu, select a layout, and click Save.

    Activity Searches. This section describes how to add fields to your searches and search results. Because the pages contain the same fields, only the search fields are shown here.

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    1 Locate Activity Search Layouts.

    Your choices determine what fields are used as filters in the search layout. If you do not select at least one field, the search results do not contain any filters. Activity Search Filter Fields

    a Click Edit.

    b Select the fields to include in the search layout. Most likely, these fields correspond to the activities that you have added to the activities list.

    c Click Save.

    Activity Search Result Page LayoutThe search filters affect the search results only. They do not change the search criteria. Repeat the same steps as above.

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  • Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

    Reports. You can add the Five9 Adapter for Salesforce custom fields to Salesforce activity reports. You can create and modify reports.

    1 Open the Salesforce Reports tab.

    2 Click New Report.Each report option provides a preview of the content and layout of the report.

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  • Configuring a Five9 Call Center in Salesforce Enabling the Softphone in the Case Layout Page

    3 In the navigation pane, select a type of report, and click Create.The Report Builder contains the Fields, Filters, and Preview areas. The navigation pane contains all the fields that you can include as columns in your report.

    4 To create a report, follow these steps:a In the filter area at the top, specify the data to be included in your report by

    setting the time interval and other filters. To add filters, drag fields from the navigation pane to the filter area.

    b Add column headings by dragging fields from the navigation pane to the preview area.

    c When done, click Run Report.Your report appears in the Preview pane.

    5 Save your report.

    Enabling the Softphone in the Case Layout PageTo ensure that the softphone is always visible when your agents work on cases, add a sidebar to the case layout.

    1 Open a case.

    Filters

    Preview

    Fields

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  • Configuring a Five9 Call Center in Salesforce Enabling the Softphone in the Case Layout Page

    2 Click Edit layout.

    3 Click Feed View.

    4 At the bottom of the Case Layout page, in the Other Tools and Components, disable Hide sidebar, and click Save.

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  • Configuring a Five9 Call Center in Salesforce Setting the Voicemail URL Base

    Setting the Voicemail URL BaseThis setting applies to old integrations. It is not recommended for the Five9 Plus Adapter for Salesforce.

    Enabling Multiple Languages in the AdapterThe default language for the softphone is the same as the language displayed in your browser.

    You may select the call centers in which you want multiple languages to appear. The language that you select is used for the labels of the softphone adapter. However, you are responsible for the other elements:

    You need to create in your selected language the VCC elements that your agents need such as prompts, campaign and skill names, worksheets, scripts, and call variables.

    You need to translate reason codes and dispositions and upload the resulting text file to your REST API.

    Important To add other languages, you must install at least version 2.23 of the managed package, and you must contact your Five9 representative and Professional Services to request that your domain be enabled for other languages.

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  • Configuring a Five9 Call Center in Salesforce Enabling Multiple Languages in the Adapter

    These figures show what agents see.

    Editing the Call Center Definition FileTo make language options visible in the softphone adapter, add a locale parameter to the CTI Adapter URL of your call center definition file.

    1 In Setup, locate Call Centers.

    2 Click Edit next to a call center name.

    Login windowin your selected language

    The adapter remains in this language unless agents change the language

    in the general settings.

    Option that applies to the entire adapter

    The general settings option takes precedence over your login window selection.

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  • Configuring a Five9 Call Center in Salesforce Enabling Multiple Languages in the Adapter

    3 In the CTI Adapter URL field, append ?showLocaleSelection=true to the URL.

    4 Click Save.

    Translating Reason Codes and DispositionsThis section summarizes the steps required to show to your agents reason codes and dispositions in a language other than English. The dispositions and reason codes that you do not translate remain in English. If you want to see the same options in both languages, create custom dispositions and reason codes with similar names so that one version is in English whereas the other version is translated.

    To upload a list of reason codes and dispositions, use a REST client, such as the Advanced REST client (Chrome extension), REST Easy (Firefox add-on), or Cocoa Rest Client (Safari).

    You cannot update a file that you have uploaded. If you need to modify the content of a file in production, create and upload a new file with the same name.

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  • Configuring a Five9 Call Center in Salesforce Enabling Multiple Languages in the Adapter

    Translating Reason Codes and DispositionsCreate a JSON file that contains a comma-separated translated list of all the dispositions and reason codes that you want agents to see, for example:

    {"dispositions": {

    "Answering Machine": "Rpondeur automatique","Do Not Call": "Ne pas rappeller","No Answer": "Pas de rponse","No disposition": "Pas de disposition"

    },"notReadyReasons": {

    "Email": "Courriel","Meal": "Repas","System": "Systme","Task Completion": "Tche complter"

    },"logoutReasons": {

    "Forced": "Dconnection force","End Shift": "Fin de travail"

    }}

    Locating Your Five9 Organization IDYou need to obtain the orgId value for your REST API so that you can add it to the upload URL. The value is located in a request cookie.

    1 Open a browser console (Ctrl+Shift+J) or your REST client.

    2 In the same browser, log into Salesforce and the Five9 Plus adapter as an administrator.

    3 Determine your orgId: You can search for the metadata of an API request. You can use the orgId that is visible in some of the requests: https://

    app.five9.com/appsvcs/rs/svc/orgs/{orgId}...

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  • Configuring a Five9 Call Center in Salesforce Enabling Multiple Languages in the Adapter

    If you do not see activity in the browser console, refresh the page. These figures show two methods for locating the orgId in Chrome.

    Uploading the File of Translated Text StringsUpload the JSON file to your REST API. Advanced REST Client in Chrome is used for this example.

    1 Select Request.

    2 Enter the URL for the language file: https://app.five9.com/appsvcs/rs/svc/orgs/{orgId}/locales/fr_CA/file

    Important When locating your orgId and uploading the file to your API, be sure to be logged in the same browser as the adapter.

    Select Network, enter metadata in the field, and select All or XHK.

    Select Network, and search for orgs.

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  • Configuring a Five9 Call Center in Salesforce Enabling Multiple Languages in the Adapter

    3 Substitute the value of your orgId in the URL.

    4 Select the PUT method.

    5 Under Payload, select File.

    6 Click Choose Files.

    7 In the method field, enter fileUpload.

    8 In the Content-Type menu, select multipart/form-data.

    9 Click Send.

    If the request is successful, you receive HTTP status code 200. In cases of error, you may see one of these codes:

    - 204: No content: Although the request is successful, you do not see the translated strings in the adapter.

    - 401: User is not logged in: Verify that the credentials are correct and that you are logged into the adapter.

    - 404: File not found: Verify the URL.- 435: File malformed: Verify the content and format of your file.- 500: Internal server error: Verify the content of your request.

    In the response, errors may appear as follows:

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  • Configuring a Five9 Call Center in Salesforce Enabling Multiple Languages in the Adapter

    {five9ExceptionDetail:{timestamp: 1441883501421errorCode: 401message: "Invalid credentials"}

    }

    10 Refresh the browser.

    11 To verify that the text strings are displayed correctly, look at the Not Ready and Dispositions menus in the adapter.

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  • Chapter7

    Configuring the Salesforce Softphone and Search Options

    This chapter describes how to configure the softphone to search for Salesforce records by using these elements:

    Call data Data used in the search Data displayed in the softphone Salesforce objects displayed in the pop-up windows of search results

    Behavior search results (Salesforce screen pop)

    The basic search matches the caller to the CRM data by using the phone number (ANI or DNIS). To refine your search, you can use custom fields and configure custom searches.

    Understanding Search Rules According to Call TypesCreating Custom ObjectsConfiguring the Softphone LayoutConfiguring Searches with Custom FieldsConfiguring Searches with Visualforce PagesConfiguring Custom Searches

    Understanding Search Rules According to Call Types

    The call type and the order of precedence of the search options determine how searches are conducted. As shown below under outbound calls, the salesforce_id variable is used first when it is available. The default search (last choice) uses the DNIS number if it is enabled. A pop-up window is displayed if the search returns only one Salesforce object.

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  • Configuring the Salesforce Softphone and Search Options Understanding Search Rules According to Call Types

    Call Types Types of Search and Order of Precedence

    Outbound VCC call variables, listed in order of search precedence:1 Call variables > Salesforce group > salesforce_id.2 Call variables > Salesforce group > SFObject.ObjectField = value. Example: Account.AccountNumber = 1234.

    3 Contact field named salesforce_id. This method is used only for leads, contacts, and account objects.

    4 Salesforce variable > SFObject.ObjectField = value. Example: Contact.FirstName = John.

    5 If the above variables are absent, the search is performed with the DNIS number.

    Inbound Similar to outbound calls. For the default search, ANI is used instead of DNIS.

    Preview Similar to outbound calls. For the default search, the preferred number is used instead of DNIS.

    Click to dial Similar to outbound calls.

    Internal, queued, and parked

    No search.

    Internal transfers Search performed according to call type. For example, if the original call is inbound, the search rules for inbound calls are used.

    Retrieved from park Search performed according to the call type. For exam