Cisco Finesse and CUCM with Salesforce Web Phone Configuration Guide

Making and receiving calls from Salesforce pages with Cisco Callmanager / CUCM and Cisco Finesse helps enterprise users and contact center agents to work seamlessly and handle calls efficiently. Here are the benefits, features and configuration steps for this solution; for more information click here.

Why Salesforce Integration with Cisco CUCM and Cisco Finesse

• Full Data Privacy: You can handle calls without going through a shared cloud service; the whole solution is hosted on your network or your private cloud.
• Zero Installation On User PCs: Enterprise Telephony users and Avaya contact center agents can login, make and receive calls without any installation needed on the agent PC.
• Faster Integration with Outsource Agencies and BPOs: Your outsource partners can start handling your customers and calls without any comprehensive IT integration required.
• No VPN Required: Comstice Web Phone is a WebRTC Phone until it reaches into your network. It is fully encrypted in the signaling and audio.

Use Cases of Salesforce Integration with Cisco Finesse

Many businesses are looking for the options to run everything inside their CRM solutions to have full visibility of the operations. Here are some features of using Comstice Webphone inside Salesforce pages;

Various Comstice Webphone skins available for your business requirements

• Full Cisco CUIC Reporting: These agents are legitimate call center agents so that their state and call activities will be reported just like the other agents.
• Screen-Pop for Incoming Calls: Incoming call's calling number can be searched, existing incident or the contact details of the caller can be automatically displayed in the agent's Salesforce screen.
• Call Logs: Inbound and outbound call logs are listed for the user to call back the other party quickly.
• Agent Dashboard: Comstice also offers Agent Dashboard to call center agents to see the real-time activity, shift schedule, daily performance and the states of the team members inside Salesforce pages.

Use Cases of Salesforce Integration with Cisco CUCM for Enterprise Users

Your users do not need to be call center agents. Comstice Webphone can directly register into Cisco CUCM as a third-party SIP Phone to make and receive calls from Salesforce pages;

• Click to Dial: Click on the phone icons of each contact to make calls directly.
• Screen-Pop for Incoming Calls: Incoming call's calling number can be searched, existing incident or the contact details of the caller can be automatically displayed in the agent's Salesforce screen.
• Call Logs: Inbound and outbound call logs are listed for the user to call back the other party quickly.

Audio Recording

Audio recording will be different for web phones; instead of Cisco CUCM built-in bridge, SIPREC protocol will be used. Comstice Webphone integrates with Calabrio, Verint recording and any other platform that support SIPREC. Comstice also offers audio recording solution that can be bundled into the solution as well.

Configuration Steps: Salesforce

Salesforce has an existing framework called Open CTI which makes Comstice Webphone to be integrated easily;

1. Call Center Configuration

• Call Center Configuration: Go to Setup > Call Center > Configuration and create a new Call Center configuration.
• Add Settings and Permissions:You can assign this feature to certain profiles or deselect all the options to permit webphone access to any user.
• Comstice Webphone URL:Comstice Webphone URL will be the URL that is pointed to the Comstice Webphone running on your network. Click here to request a weblink for a demo webphone and test scenario.
• Phone Icon:Once you configure this profile and Shift+Refresh your screen, you should see the phone icon on the top right corner of the Salesforce screen.

2. App Manager Configuration

• App Manager Configuration: Go to Setup > App Manager > Service Console > Edit
• Service Console Logo: Update the Service Console visuals as shown
• Utility Items: Add Open CTI Phone item as a new tab. Click here to request a weblink for a demo webphone and test scenario.
• User Profiles: Update user profiles of your choice to allow the users you want to have access to Comstice Webphone.

3. CORS Configuration

• CORS Configuration: Go to Setup > CORS and add your company's Comstice Webphone URL as an allowed cross-origin.

Configuration Steps: Avaya Session Manager and AES

• Configure Avaya Session Manager:Configure Comstice Webphone as a SIP Phone on the Session Manager and assign it to an agent.
• Configure Avaya AES Server (Only for Call Center Agents):Make sure that each agent has basic TSAPI license. TSAPI license can be reused if it already exists for audio recording.

Conclusion