Dialpad in Salesforce Omni-Channel

Requirements

To use the Dialpad in Salesforce Omni-Channel integration, you'll need to be using Salesforce Lightening, with the latest Salesforce package installed. 

Admins with SFDC (Salesforce.com) Administrator access must set up the integration to activate it on behalf of their Agents.

Agents must remain connected to the same Salesforce instance as their respective Office Admin.

Setting up Salesforce Omni-Channel

To set up Salesforce Omni-Channel, first, install the Dialpad CTI for Salesforce package from Salesforce AppExchange in your Salesforce instance.

Next, you'll need to do the following:

• Enable Omni-channel 
• Configure routing rules
• Create queues 
• Assign routing configurations to queues
• Create presence configuration
• Create presence status
• Add "Presence" Status to your profile
• Add the Omni-Channel Utility to your console
• Connect Dialpad to Salesforce Omni-Channel

Enable Omni-Channel

To enable Omni-Channel, head to your Salesforce setup.

1. Enter Omni-Channel Settings in the Quick Find box
2. Select Omni-Channel Settings
3. Select Enable Omni-Channel
4. Select Omni-Channel settings to enable features
5. Click Save

For more information on the different settings, be sure to take a look at this article. 

Note: This setup flow sets up queue-based routing for Omni-Channel, not skills-based routing. You must set up skills-based routing manually

Create a Service Channel

Service channels let you turn nearly any Salesforce object (case, lead, SOS session, or even a custom object) into a work record. Omni-Channel then routes them to your agents in real-time, allowing you to manage and prioritize sources of work. 

To create a service channel:

1. From Setup, in the Quick Find box, enter Service Channels
2. Select New 
3. Specify the desired channel settings
4. Click Save

For more information on service channel parameters, read through this helpful article. 

After you create service channels, you’ll associate them with queues, which determine how work items are routed to your agents. 

This configuration allows you to prioritize work items and allocate capacity for work items.

Create Routing Configuration

Work items are routed to agents based on routing configurations, allowing you to prioritize the relative importance and size of work items from your queues. Not only does this ensure the most important work items handled appropriately, but it also allows for work to be distributed evenly among your agents.

To begin routing work items to agents, create routing configurations and assign them to queues.

• Work Item: Case/Lead/Custom Object
• Capacity: Weight of each work item

To create your routing configuration, head to Setup in Salesforce Lightning.

1. Enter "routing" in the Quick Find box
2. Select Routing Configurations
3. Select New
4. Enter the desired settings
5. Click Save

For more information on Salesforce Omni-Channel routing, have a read through this helpful article. 

Create Omni-Channel Queues

Prioritize and assign records to teams that share workloads. There’s no limit to the number of queues you can create, and you can choose when queue members receive email notifications.

To create a queue, head to Setup, and enter "Queues" in the Quick Find box

1. Select Queues
2. Select New
3. Enter a label and queue name
   • The label is the name of the list view that Users work from
4. Choose whom to notify when new records are added to the queue
   • If your org uses divisions, select the queue’s default division. Cases inherit the division of the contact they’re related to, but when a case doesn’t have a contact, it’s assigned to the default global division.
5. Add which objects to include in the queue
6. Add queue members
   • Members can be individuals, roles, public groups, territories, connections, or partner users.

     Depending on your sharing settings, only queue members and users above them in the role hierarchy can take ownership of records in the queue

7. Save the queue

Assign Routing Configurations to Queues

Once you've created routing configurations, link them to queues so that your Agents can receive work items.

To assign queues, head to the Setup and enter Queues in the Quick Find box.

5. Select Queues
6. Create a queue or edit an existing one
7. In the Routing Configuration field, look up the routing configuration that you want to associate with the queue
8. In the Queue Members section, add agents to the Selected Users field
   • These agents will receive work items from this queue.
9. Click Save

Create Presence Configuration

Presence configurations determine how much work agents can take on and the Omni-Channel behaviors while they assist customers. In each configuration, define how to handle work requests. Select whether agents can decline work items and why they can do so.

Also, select the Omni-Channel statuses that are assigned to agents if they miss or decline a work item. Your organization can have multiple configurations for different groups of agents who support different channels.

1. Select Presence Configurations
2. Select New
3. Choose the settings for your presence configuration
4. Click Save
5. Refresh the page and log in to Omni-Channel.

For more information on presence confirmation settings, be sure to review this helpful article.

Add Presence Statuses to Profile

Assign eligible profiles to the configuration to grant access to Omni-Channel functionality to users associated with the profiles. If a User is assigned a configuration at both the profile and user levels, the user-level configuration takes precedence over the profile-level configuration.

1. Select Profiles
2. Click the name of the profile to which you want to give access to statuses
   • Don’t click Edit next to the profile name. If you do, you won’t see the correct page section where you can enable statuses.

Add the Omni-Channel Utility to Your Console

To add the omnichannel utility to your console, head to App Manager in Salesforce Setup

1. Open the app that displays the Omni-Channel utility
2. Add the DialpadBackgroundUtilityutility item to this app
3. Select Save

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

To connect Dialpad to Salesforce Omni-Channel, head to your Admin Settings from Dialpad.com.

1. Navigate to Company Settings
2. Select Integrations
3. Select Options beside Salesforce
4. Select Manage Settings
5. Navigate to Salesforce Omni-Channel
6. Select Connect Omni-Channel to connect your Salesforce instance to Dialpad for fetching Omni-Channel presence statuses

Mapping Statuses Between Salesforce Omni-Channel & Dialpad

Next, you'll need to map statuses between Omni-Channel and Dialpad.

Head to your Admin Settings from Dialpad.com 

1. Navigate to Company Settings
2. Select Integrations
3. Select Options beside Salesforce
4. Select Manage Settings
5. Navigate to Salesforce Omni-Channel
6. Select your desiredpreferences
7. Select Save

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.

Each time you save all changes, 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 Ai Sales or Contact Center for the two-way status sync.

Can you explain the effects of digital Salesforce on Dialpad statuses, when it may prevent calls from being routed, and when these changes are likely to occur?

Agents should be able to handle chats and digital interactions through Salesforce while managing voice interactions through Dialpad. In order to determine when to send voice calls to the Agent and when not to, the Agent's presence is shared between Salesforce and Dialpad. Admins can configure the maximum number of Salesforce chat/digital interactions an Agent can have open at once before the Agent is considered "unavailable" for voice calls. Additionally, Admins can notify Salesforce when the Agent is on a call and configure if the Dialpad presence is shared with Salesforce or not.

It should be possible to set a number "n" such that when an agent has "n" active chat or digital interactions, they will no longer receive incoming phone calls until one of the chat or digital interactions is closed, in other words, an agent can only receive voice calls when they have "n-1" active chat or digital interactions.

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.

What is the distinction between work item size capacity and presence configuration capacity in Salesforce?

In Salesforce Omnichannel, the "work item size capacity" is a setting that you can use to specify the maximum number of work items with a particular size that can be handled by an agent at one time. For example, you might set the work item size capacity for small items to 3, which would allow an agent to work on up to 3 small items at the same time.

The term "present configuration capacity" refers to how many work items of a particular size a given agent is capable of handling at any given time. This is determined based on the current workload of the agent and the work item size capacity that has been set.

Example:

Consider the following example to illustrate the difference between work item size capacity and present configuration capacity:

Let's say you have a customer support team that uses Omnichannel to handle support requests from customers. You have set the work item size capacity for small items to 3, and the work item size capacity for large items to 1. This means that each agent can work on up to 3 small items at the same time, but can only work on 1 large item at a time.

At a given moment, an agent named Alice is currently working on 2 small items and 1 large item. The work item size capacity for small items for Alice is 3, and the present status capacity for small items for Alice is 1 (3 - 2). This means that Alice has the capacity to work on 1 additional small item. The work item size capacity for large items for Alice is 1, and the present configuration capacity for large items for Alice is 0 (1 - 1). This means that Alice does not have the capacity to work on any additional large items at the moment.

If Alice finishes one of the small items and becomes available to work on additional items, the present status capacity for small items will increase. For example, if Alice finishes the small item and becomes available to work on additional items, the present status capacity for small items for Alice would be 2 (3 - 1), and the present status capacity for large items for Alice would still be 0 (1 - 1).

Despite the work presence configuration capacity being full, I am unable to check the status of "Digital Salesforce" on the dialpadD

Navigate to Integration settings >> Salesforce >> Omnichannel and toggle the connection.