SightCall for Salesforce

How to configure OmniChannel to use SightCall

SightCall can be used into OmniChannel. The ACD use cases are changed into OmniChannel objects that any available agent can pick up and start a session from. But in order to do so, you will need to do some specific configuration in your Salesforce organisation

The documentation below explains how to setup a basic OmniChannel from scratch, and integrate Sightcall in the configuration. This is the default configuration. You will find below some information about customization if you required it

Prerequisites

Before configuring your OmniChannel package, make sure

You have downloaded the SightCall package from the salesforce AppExchange
The end users are configured as "Service Cloud User"

Basic Configuration

You can configure your OmniChannel while activating your SightCall package. We recommend that you start with the Connected App, since it can take up to 10 minutes to be active. This way you don't have to wait before you start configuring your organization

Step 1. Enable OmniChannel

To enable OmniChannel, go to your settings, and quick search "Omni-Channel Settings"

Select "Enable Omni-Channel". A new line appears asking you if you want to enable "Enable Skills-Based Routing". Select it as well

Step 2. Create the SightCall configuration for OmniChannel

We need to create a specific OmniChannel configuration that SightCall will be able to talk to.

Step 2.1. Create a new Service Channel

In the Quick Search box, type "Service Channels". Select it and click "New"

Create a new configuration. The Name and Developer Name is your choice, but select SightCall Request as the SalesForce Object

Save your new Channel.

Step 2.2. Create the Presence Statuses

In the Quick Search box, type "Presence Statuses". Select it and click "New"

We need to create two different configuration : Online and Busy.

Create a new configuration. Name it Available SightCall. assign it to your newly created Service Channel

Create a new configuration. Name it Busy SightCall. Check it as Busy status

We now need to give access to these Presence Statuses for the OmniChannel agents

In the Quick Search box, search for "Profiles", and select "System Administrator"

Hover on "Enabled Service Presence Statuses" and then click on "Edit"

Add your newly created presence statuses, and save

If you had OmniChannel already up and running and already configured your users, you should be all set. SightCall is now enabled to use OmniChannel. Don't forget to add the OmniChannel utility item in the application containing SightCall

If you haven't created any OmniChannel users yet, we will do it

An Omnichannel user is called an Agent. An agent is a specific type of a "Service Ressource". This is the kind object we want to create

Step 2.4.1 Check that you can see the Service Resource tab

In the Quick Search box, search for "Profiles", and select "System Administrator"

In the "Tab Settings" part, look for "Service Resources".

Check that it's on "Default On". If not, set it to this value

Step 2.4.2 Display the Service Resource tab

Go into the "Service Console" app in your org, or any application that is in console navigation

On the top left, where you can change the object type, click on the arrow, then "Edit"

Click on "Add More Items" and search for "Service Resource"

Select this item and add it. Save everything

Step 2.4.3 Create the Service Resource tab

Select "Service Resources" in your application. Then click on "New"

Give a name to your new Service Resource. Select the user you want to allow access to Omnichannel. Set him as "Agent" in the resource type, and tick the active box

Save. Your user has now access to OmniChannel

Go further

It is possible to connect SightCall with OmniChannel using Queue Based Routing, but this is not the default configuration. If you want to use the Queue Based Routing, you will have to :

Create and configure a Routing Configuration
Create and configure a Queue
Edit your package in the SightCall activation page to specify Queue Based Routing

However, in this mode, we don't need to define the Service Resources, as we will add manually the users we want in the Queue

Step 1 Create a new Routing Configuration

In the Quick Search box, type "Routing Configurations". Select it and click "New"

Create a new configuration. The Name and Developer Name is your choice

Recommendations

Don't change Overflow Assignee
Routing Priority: 1
Routing Model: Most available
Unit of Capacity: Empty
Percentage of Capacity: 100

Save your new Routing Configuration.

Step 2 Create a new Queue

In the Quick Search box, type "Queues". Select it and click "New"

Create a new queue. The Label and Queue Name is your choice

In the Routing Configuration, select your newly created Routing Configuration
Add the SightCall Request object in the list of supported objects
Add the users/roles/groups you want to assign to this queue. These will be your agents (equivalent to the Service Resources in Skill Based routing)

Save your new Queue.

By default, the routing configuration when using Skill routing is the following :

Routing Priority: 1
Routing Model: Most available
Unit of Capacity: Empty
Percentage of Capacity: 100
Push timeout: 0

If you want to define your own Routing Configuration, you can define one with the right parameters for your use case.

The only thing to do while creating your own configuration is to set the Developer Name as Sightcall_Omnichannel_Skills

SightCall will automatically retrieve the content of this Routing configuration, if it exists, and apply the right parameters