Configure the integration

Configuration of PureConnect for Salesforce is the same for new installations and upgrades. When upgrading from Salesforce Desktop or Salesforce Web, be aware of some differences from your previous Salesforce integration. Here are some highlights:

• Synchronize interaction attributes with the call log

  The integration automatically captures and stores certain data for every interaction that the agent handles. You can also synchronize more attributes.

• Customize interaction details

  By default, the integration displays four values for each interaction. You can reorder these values or add different details to display.

  Note: Previously, you could create custom displays by using SF_LabelNames and SF_LabelValues. Now create custom displays using the Customize Interaction Details section on the Call Center Settings tab.

• Configure Interaction Dialer, if applicable.

• Configure your softphone layout.

• Screen pop multiple pages and Screen pop a Salesforce search result.

  By default, the integration can screen pop to a Salesforce object, a Visualforce page, a search page, or new record based on ANI.

  Note: Previously, for custom Visualforce pages, Salesforce Desktop and Salesforce Web passed the ANI to the page using a query string parameter named ‘ANI’ but PureConnect for Salesforce uses the ‘key’ parameter. Update Custom Visualforce pages that are expecting the ‘ANI’ parameter to use the new parameter name or to check for both parameter names.

  If an inbound ANI includes a +1 prefix (+13175551212), PureConnect for Salesforce removes the prefix before searching Salesforce for the number (3175551212). To pass the full ANI with a +1 prefix, create a SF_SearchValue attribute and set the value of SF_SearchValue to the value of the Eic_RemoteTnNormalized attribute.

• The integration currently supports custom screen pops using the following attributes:

• SF_URLPop

  See Screen pop a Salesforce page.

• SF_SearchValue

The ability to display multiple pages in a single screen pop is still available in the PureConnect for Salesforce integration. However, the PureConnect for Salesforce integration does it differently from the Salesforce Web Client integration. The older integration piped multiple URLs to the SF_URLPop attribute, PureConnect for Salesforce uses the SF_URLPopSubTabs attribute for additional URLs.

1. Set SF_URLPop to the URL for the first (primary) screen pop.

2. Set SF_URLPopSubTabs to the additional subtabs associated with the primary URL.

   Note: Piping does work with this attribute. If any tabs include external URLs, add these external URLs to the console’s whitelist so that they display correctly.

See Screen pop a Salesforce search result for more information about these attributes and how you configure them to work with regular inbound calls.

The integration does not support custom screen pops using the following attributes:

• SF_CADNames

• SF_CADValues

• SF_URLShouldAutomaticallyScreenPop

• SF_URLPopLink

• SF_ApexBeforeScreenPop