PureConnect for Salesforce features

Quickly change your status from the Favorites toolbar or the Status List. Status stays in sync with the CIC client. For more information, see Statuses in PureConnect for Salesforce.

From the menu, quickly go to your interactions. You can view the active interaction’s call log, access Interaction Dialer campaigns (if enabled), make an outbound call, view the directory, or read help.

A list of active and recently disconnected interactions gives you quick access to call controls and call logs. PureConnect for Salesforce currently supports calls, call backs, web chats, generic objects, ACD-routed email, and email-to-case interactions. For more functionality, run the CIC client alongside Salesforce.

Icons and other indicators show an interaction's state. The Interactions view also displays the interaction duration. You can initiate a transfer or conference call from this view.

The call log, accessed from the menu or pencil icon on any interaction, is the default view after picking up an interaction. As the agent navigates through Salesforce while the call is live, those records dynamically add to the Name and Related To drop down lists. To view the call log history in Salesforce, click the arrow.

This screen allows you to place a manual outbound call. If your administrator enabled Advanced Dialing, you can dial a number on behalf of a specific account code as well as a workgroup.

Tip: The Advanced Dialing feature enables you to associate an Account Code and Workgroup with a call. If the CIC administrator appropriately configures Advanced Dialing in Interaction Administrator, you can enable or disable this feature in PureConnect for Salesforce. Expanding the Advanced Dial section of the Make a Call dialog box enables the feature; collapsing this section disables it.

To receive an ACD workgroup call, you must be logged on, have an Active workgroup activation status and set your status to an available type. This dialog box enables you to change your workgroup activation status.