Admins can choose to have the Talkdesk connection outside the Salesforce window, allowing agents to refresh the Salesforce browser while on call, and without losing connection.
To access this feature, you need to reach out to Support or Professional Services to request its enablement.
Note: This feature is currently only available for the US cloud.
Please follow the below sections to configure and learn to use this feature.
Creating a new Contact Center
If you don’t currently have any Talkdesk for Service Cloud Voice contact center configured, you can just follow the setup instructions here (after the Talkdesk team enables this feature).
Otherwise, follow the steps below:
1. After the Talkdesk team enabled this feature, navigate to the SCV Setup Data tab [1] on SCV Talkdesk Admin [2].
2. Click the Disconnect from SCV button [3].
3. Click on Salesforce Setup [4].
We are disconnecting the old contact center to create a new one, with the connection outside the Salesforce window. However, to not lose the old contact center data (e.g., transcriptions and recordings) you should not delete the old contact center.
4. On the Setup page, click on the Create Contact Center button [5].
5. Select the Talkdesk for SCV (Pop-up) [6].
6. Click Next [7].
7. Upload the XML file you just downloaded.
8. Click on the contact center created.
9. Edit the Country Code prefix you want to use as default.
Assigning the new Contact Center to Users
After creating the new contact center, you need to reassign this contact center to the agents.
To do so, follow these steps:
1. Go to Users [1] on the Talkdesk Admin tab [2].
2. On the Active Talkdesk Users tab [3], select all the users with the old contact center assigned.
3. Click on Change CTI [4].
4. Select the new contact center “Talkdesk for SCV (Pop-up)”.
Note: Talkdesk for Service Cloud Voice does not support two active contact centers, once this feature is enabled, all agents should move to the “Talkdesk for SCV (Pop-up)” contact center. Other SCV contact centers will not work.
New Pop-up Window with Talkdesk Connection
After the new contact center is assigned, agents should perform a hard browser refresh before using Service Cloud Voice.
After the refresh, when the agents log into the omnichannel widget, a new window will pop up. The connection between Talkdesk and Salesforce will be kept in that pop-up window.
It is recommended that the agent minimize the pop-up window to avoid any issues.
If the agent refreshes the Salesforce page, the connection will not be lost. If the agent closes or refreshes the pop-up window, the connection is lost, and the agent needs to refresh the Salesforce page so the connection window pops up again.
Disabling the Pop-up Window with Talkdesk Connection Feature
To disable this feature, you need to reach out to Support or Professional Services to request its disablement.
After the feature is disabled, admins should disconnect the contact center:
1. After the Talkdesk team disabled this feature, navigate to the SCV Setup Data tab [1] on SCV Talkdesk Admin [2].
2. Click the Disconnect from SCV button [3].
3. Click Setup and ignore the new XML file.
And then proceed with the assignment of users back to the previous contact center.
1. Go to Users [1] on the Talkdesk Admin tab [2].
2. On the Active Talkdesk Users tab [3], select all the users with the “Talkdesk for SCV (Pop-up)” contact center assigned.
3. Click on Change CTI [4].
4. Select the “Talkdesk for SCV” contact center.
If you didn’t have another Talkdesk for Service Cloud Voice contact center previously configured, you can just follow the setup instructions here, after the Talkdesk team disables this feature.