Salesforce Omni-Channel is a comprehensive customer service solution that enables Agents to automatically receive 'objects' such as cases and leads in real-time without needing to look at lists with their work.
Using this integration, Omni-Channel can accurately update an Agent's status when on a call in Dialpad. Omni-Channel will also set Dialpad to off-duty when handling non-call communication queues.
Setting up Salesforce Omni-Channel
To set up Salesforce Omni-Channel, install the Dialpad CTI for Salesforce package from Salesforce AppExchange in your Salesforce instance.
Configure routing rules, presence statuses, and queues inside Omni-Channel through the Salesforce Setup Portal.
Go to App Manager in Salesforce Setup and open the app that displays the Omni-Channel utility. Add the DialpadBackgroundUtility utility item to this app and save it.
Verify if a remote site is available with the name 'DialpadSiteSettings' in Remote Site Settings. It should display a remote site URL set to 'https://dialpad.com' with the Active checkbox checked.
Connecting Dialpad to Salesforce Omni-Channel
Navigate to Admin Settings > Office Settings > Integrations > Salesforce > Configure.
Enable Omni-Channel and select Connect Omni-Channel to connect your Salesforce instance to Dialpad for fetching Omni-Channel presence statuses.
Mapping Statuses Between Salesforce Omni-Channel &Dialpad
You'll need to map statuses between Omni-Channel and Dialpad now.
Ensure that Offline status in Omni-Channel is always mapped to Off Duty in Dialpad. Additionally, On Call in Dialpad must map to a Busy status in Omni-Channel, and Omni-Channel's Available status must map to Post-call Wrap Up in Dialpad to allow Omni-Channel to queue up new objects once the Agent is done with the call.
Save all changes, and Dialpad will sync statuses between Omni-Channel for those Agents that are connected to the Salesforce instance where you have set up the integration.
Frequently Asked Questions (FAQs)
Does every user need to connect to Omni-Channel?
The Dialpad Administrator needs to connect Dialpad to Salesforce Omni-Channel in the administrative portal. It’s also recommended for the individual Agents to disconnect and reconnect to Salesforce before they start using this status sync feature.
Is there a special Dialpad license needed for status sync?
Agents need to be either on Dialpad Sell or Contact Center for the two-way status sync.
Can I add new Omni-Channel statuses after setting up the sync?
Yes, we will refresh and fetch the latest available statuses upon going into Integration Settings > Salesforce > Configure.
Do we have to use Salesforce Lightning to use this integration?
Yes, the status sync is available only for Salesforce Lightning users.
I don’t see the status syncing between Dialpad and Omni-Channel? What could be the cause?
Ensure that the ‘On Call’ status in Dialpad is not mapped to ‘Offline’ status in Omni-Channel. Additionally, Salesforce Omni-Channel does not work if there are multiple tabs or instances of Salesforce open. This can cause the app to go out of sync with Omni-Channel.
In order to use this feature, you'll need to make sure that you've created a Call Center, assigned an Agent to the Call Center, and the Agent is set to on duty to see the status updates in Dialpad and Omni-Channel.
Awesome