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Setting up Talkdesk for Service Cloud Voice (Early Access)

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Talkdesk for Service Cloud Voice (SCV) integrates digital channels and Salesforce data with voice communications – all in one central view embedded within the Salesforce UI.

In order to use the full capabilities of this product, the following is required:

  • Service Cloud Voice licenses.
  • Salesforce org using the Lightning Experience UI.
  • Talkdesk For Salesforce package (at least version 4.2 installed and integrated).

To set up Talkdesk for Service Cloud Voice in your Salesforce org, please follow the steps below.

Note: During the Early Access phase, it is mandatory that Product and Professional Services are involved in the setup and enablement of this product. Some steps during this setup guide will have a clear reference to this.

 

Enabling Omni-Channel in the Salesforce org

Installing Talkdesk for Service Cloud Voice Managed Package

Enabling Service Cloud Voice

Creating the Contact Center

Assigning Contact Center to Users

Configuring Salesforce Omni-Channel Statuses

Mapping Omni-Channel status to Talkdesk status

Disabling Inbound/Outbound Dispositions

Configuring the Inbound Call Flow

Other Configurations

 

Enabling Omni-Channel in the Salesforce org

Before installing the managed package, Omni-channel must be enabled in the Salesforce org.  To activate it, follow these steps:

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  1. Go to Setup and select  Omni-channel Settings [1] under Omni-channel
  2. Tick the “Enable Omni-Channel” checkbox [2].
  3. Click Save [3].

 

Installing Talkdesk for Service Cloud Voice Managed Package 

Make sure you are a System administrator in Salesforce and Talkdesk, with permissions to install packages in the Salesforce org. Go to App Exchange and install the Talkdesk for Service Cloud Voice managed package.

 

Enabling Service Cloud Voice

To enable SCV, follow these steps: 

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  1. On Setup, choose Partner Telephony Setup [1].

Note: Make sure you have a Salesforce custom domain set on your org.

  1. Click the toggle to enable the Service Cloud Voice [2].

 

Creating the Contact Center

Search for Talkdesk Contact Center on the app launcher then open this app. Then:

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  1. Navigate to the SCV Talkdesk Admin tab.
  2. Select the SCV Setup Data tab [1], click Setup [2]. The XML file will be downloaded.
  3. Choose Salesforce Setup [3].

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  1. In the Setup page, click on the Create Contact Center [3] button.
  2. Select Talkdesk for SCV [4].
  3. Choose Next [5] .
  4. Upload the XML file you just downloaded.

Now you can update the Country Code prefix. When making a call, if a country code isn’t provided, Salesforce appends the country code specified in the call center settings. 

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  1. Click on the contact center created - Talkdesk for SCV [1].
  2. Edit the Country Code prefix you want to use as default.

 

Assign Contact Center to Users

Users must be created on both the Talkdesk and Salesforce sides and must have the same email address to be recognized as the same user.

Note: If the above requirement is not met, some features, such as presence sync and call transfers, will not work.

To activate and assign a contact center to users, follow these steps:

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  1. Click on  the Talkdesk Admin tab [1].
  2. Go to Users [2].
  3. Click Add User [3]. The users can be selected in bulk, just make sure they all should have the same role and contact center.

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  1. Select the user role [4] and the contact center [5] you want to assign.

When you select a role and a contact center, the permission sets will be automatically assigned to the user.

If you need to change the user role or contact center of already active users,follow these steps starting from the same tab:

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  1. Select Active Users [1].
  2. Select the user you want to configure.
  3. Select the appropriate action: Change Role [2], Change CTI [3], or Deactivate [4].

 

Configuring Salesforce Omni-Channel Statuses

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  1. Go to Setup and search for Omni-Channel [1].
  2. Click on Presence Statuses [2] to start creating and editing your Omni-Channel statuses.

Any newly added status should then be mapped to a Talkdesk status, as described in the following section.

Note: The newly created statuses must be added to each user’s profile before it can be applied.

 

Mapping Omni-Channel status to Talkdesk status

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  1. Open the Talkdesk Admin tab [1].
  2. Go to the OmniChannel tab [2].
  3. Enable the status sync by switching the toggle to the right [3].
  4. Configure the mapping between Salesforce Omni-Channel statuses and Talkdesk statuses.

Notes:

  • This configuration step is mandatory. Lack of configuration can result in desynchronized statuses. For instance, if an agent is set as available in Salesforce Omni-channel and set as “on a call” in Talkdesk, that agent will not receive any inbound calls.
  • Click refresh if, during this process, any custom status you created fails to appear in the table.
  • Presence sync is currently unidirectional, from Salesforce to Talkdesk, meaning that changes in Omni-Channel statuses should change to the corresponding status in Talkdesk, but the opposite is currently unavailable.

 

Disabling Inbound/Outbound Dispositions

In order to be able to make/receive calls in SCV, Talkdesk Inbound/Outbound Dispositions needs to be disabled. To do so, follow these steps:

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  1. Log in to your Talkdesk account, and choose the Admin tab [1].
  2. Select Agents [2].
  3. In the “Call Disposition Dialog” section [3] make sure the “Inbound Calls” andOutbound Calls” fields are unselected.

 

Configuring the Inbound Call Flow

To be able to receive inbound calls in Talkdesk for Service Cloud Voice, you need to configure a Studio flow in Talkdesk. This is a required step to ensure the Voice Call record is created before assigning the call to an agent or ring group. 

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  1. Log in to your Talkdesk account, and select the Admin tab [1].
  2. Select Studio [2].
  3. Click Create flow [3] to create a new Studio flow.

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This  flow ensures that, when an Inbound call arrives, a Voice Call is created in Salesforce and the call is correctly routed. 

As part of the Assign and Dial component, configurations can be changed to ring the incoming call to multiple or single agents, ring to ring groups or any other functionality of Studio. The flow can use any of Studio’s capabilities, with no limitation regarding Talkdesk for Service Cloud Voice.

If you’re having issues receiving calls in Talkdesk for Service Cloud Voice Omni-Channel widget, make sure that:

  • The contact center phone number(s) are assigned to the Studio flow.
  • The flow is successfully published without errors.
  • All variables in the flow are properly mapped.
  • The agents receiving the call have their statuses set to available in both the Salesforce Omni-Channel and Talkdesk.

Once the flow is correctly set up, you should start receiving inbound calls through the Salesforce Omni-Channel widget. 

For more information on creating more complex Studio flows, read the article Flows Statuses and Versions.

Note: During the Early Access phase, all the specificities regarding this call flow can and should be addressed by Support or Professional Services.

 

Other Configurations

After Conversation Work Component 

The Voice Call record is the center of the SCV interactions, including management of after call work time. Salesforce allows you to configure a timeframe in which after call work can be performed, and during this timeframe the agent’s capacity will be reduced. 

Check here to find out how to configure and use the After Conversation Work component.

 

Call Recording and Pause/Resume Functionality

When call recording is configured in Talkdesk for Service Cloud Voice, calls will be automatically recorded.

For privacy and legal compliance reasons, you might need to pause the recording when sensitive information is being exchanged and resume when it’s appropriate.

Check here to find out how to enable call recording, and here to find out how to enable the pause/resume functionality

 

Call Transcripts

As an add-on, Talkdesk for Service Cloud Voice provides real time call transcription within the voice call records page. Check here how to access the call transcript within the voice call record.

 

Note: In order for the agent to have direct access to call transcripts, the Agent Assist Talkdesk functionality must be enabled for each agent that uses Talkdesk for Service Cloud Voice as part of the setup process. Please refer to Support or Professional Services for this.



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