Integration with Salesforce Lightning: Use cases

When integrating Salesforce Lightning with Nubitalk, the agent has access to the OneAgentWeb console in the Salesforce page. On this article you get information about the following topics:

 

 

General information

 

 

Logging in

To log in to SalesForce Lightning:

  1. Access the Salesforce login page and insert the login credentials (username and password):Home.png

  2. Click on Phone.png to open the OneAgentWeb login page:login.png

  3. After a successful login, the OneAgentWeb console is displayed:OAWhome.png

 

 

Logging out

To log out:

  1. Click on SFmenu.png, on the top right corner of the OneAgentWeb pop-up window:
    SFlogout.png

  2. Click Logout. A confirmation page is displayed:
    Confirm.png

  3. Click on Yes to confirm.

 

 

OneAgentWeb console has four tabs:
Menu.png

  • Home - The default OneAgentWeb page for an interaction management.
  • Script - A tab that contains the agent script, when configured.
  • Interaction - Tab to manage chats and im interactions.
  • History - A list of the sessions history.

 

 

Status bar

The Status bar shows the state of communications regarding:

  • Server - Indicates the connection state with OneContact’s servers.
  • Telephony - Indicates the connection state of the current audio/video.

 Statusbar.png

 

Server

Possible values for the Server connection state are:

Serverregistered.png - Server Registered.

Servernotregistered.png - Server Unreachable.

 

Telephony

Possible values for the Telephony connection state are:

Telephonygreen.png - Connected and with mic access.

Telephonyorange.png - Searching for connection and mic access.

Telephonygrey.png - With unsecure connection. Check the URL (must be an https:// url). 

Telephonyred.png - With no connection or access to mic.

  

 

Agent State

 

 

Overview

An agent’s state is a combination of the following 3 states:

 

 

Not-ready reasons

When agents sets themselves Not Ready on all or on any individual service, they must indicate why they're unavailable to handle calls (for instance break, lunch, etc.). The reason must be indicated in the Not Ready reasons drop-down menu that will appear once they click readybutton.png Ready (to change to Not Ready):

Notreadyreason.png

One the Not ready reason pop-up window:

  • Select a reason from the drop-down menu.
  • Click OK to confirm.

 

 

Login state

The login state indicates the agent’s login state in the system. Available states are:

  1. Logged in
  2. Logged out

 

 

Ready state 

Agents are said to be ready when they are available to handle interactions on a service. The ready state is thus configured per service. An agent is ready when he's ready on at least one service. An agent is not ready when he's not ready on all services.

Available states are:
Ready.png Ready - on at least one service.
NotReady.png Not ready - on all services, with a reason for each.

After logging in, the agent's ready state is automatically set to Not Ready:
Readystatus.png

To become Ready only on a subset of services, the agent must click the individual Not Ready notreadybutton.png button, on the Services tab. From then on, the system will automatically deliver them interactions from those services:
readyservice.png

When agents change their state to not ready on a service they must provide a not ready reason for doing so. Before being Ready an agent needs to be logged in to the system and signed in to a service. Once the agent is signed in to a service, they can set themselves to Ready.

When agents click on Sign out all, they're set to Signed out:
signout.png

 

 

Interaction state

Idle - The agent is not working on any interaction.
Busy - The agent is handling an interaction.
Previewing - The agent is reviewing contact information; this is the initial state in outbound Preview sessions.
Wrap-up - after-call work, e.g. agent script filling, etc.

Typical state sequences are:

Idle > Busy > Wrap-up
Idle > Preview > Busy > Wrap-up (Outbound Preview)

Notes:
An agent can be simultaneously in a Ready state and be Busy or in Wrap-up. This means that after the current interaction, they are eligible to receive a new interaction from the system. If the agent is not supposed to receive a new interaction after the current one (e.g. going for a break), then they must set themselves Not Ready during the current call.

When agents log in, normally they become automatically signed in on all started services they are assigned to. If this is the case, then the agent must first set himself ready on the respective services in order to start receiving interactions from them. However, this depends on a service configuration and the system may behave otherwise in different cases. For instance, the agent may not be assigned to any particular service, or they will be set automatically to Ready on services and the system will immediately start to auto-answer interactions.

When agents are only signed in, they can still perform a Supervisor Help operation, as long as they are assigned to a team that is associated with a supervisor who is Ready for help.

 

 

Telephony Operations

 

 

Basic telephony operations

Once the system is set up, the application on the agent's console allows the following operations:

  • Show agent script – Each session will have an area to show the agent script URL (defined by service). Depending on the service configuration, the agent script must either be opened on delivery or on call connect.
  • Assign Service – Changes the service associated with the session; the application must load the agent script of the new service.
  • Request wrapup – For sessions of service with the ‘on-demand wrapup’ flag set, you can request wrapup time during the call.
  • End wrapup – When your session is in the wrapup state, you may end it.
  • Terminate session – Terminates your session and closes the respective tab.

 

  

During interactions

With the Salesforce Lightining Integration you can manage the following interaction types:

 

The interaction control is shown when there’s an active interaction. When an interaction arrives, the answer button will become active and the agent may answer the interaction:
answer.png

 

Audio

When the interaction goes to the conversation state (either because the agent or the remote party accepts the call) the interaction controls become visible:
inconversation.png

 

 

Video

When the interaction is accepted, the video becomes visible:
Video.png

 

On an audio/video interaction, the agent can:

  • Place the call on holdPress the hold.png and the call goes to the held state. The interaction control changes accordingly with the icon indication onhold.png on hold.
  • Record the call - Press record.png to start recording the call.
  • Shelve the call - Press Shelve.png to shelve the call. A shelve form is displayed:
    Shelve_page.png
  • Transfer the call - Insert a number on tarnsfer_menu.png and click on transfer.png to transfer the call.

 

 

Instant Messaging

When an Instant Messaging interaction is accepted, OneAgent Web is directed to the Interaction tab where the chat is displayed:

IM.png

 On an IM interaction, the agent can:

  • Send & receive messages.
    You are able to send (spell-checking is available) and receive IM messages when in a conversation with another party.

  • Conversation history.
    You are able to see the conversation history of the IM call (balloons) associated by client number. Messages of both users are shown with user identification, date and time.

Note: To end an Instant Messaging interaction, the agent has to click on the home tab, to access the interaction controls.

 

 

Client information

When the agent accepts an incoming interaction, two tabs open on the salesforce:

incall.png

 

 

Call information

On the Call information page the following data is displayed:
callinformation.png
The information displayed is grouped in four segments:

  • Task Information
    • Assigned to - The Salesforce account owner.
    • Related to - The customer information.
    • Subject - by default displays the call type, the number calling, the call date and time.
    • Name - The customer name.
    • AgentName - The OneAgentWeb agent.
    • CallStart - The call start date and time.
    • Call from - The number calling.
    • Call End - The call end date and time.
    • DNIS - The number called to.
    • Call Path - The agent managing the interaction.
    • Call Recording - The path to access the call recording.
    • Transfer to Number - The number the call was transferred to.
  • Description Information
    • Call Type - The call type (inbound or outbound).
    • Call Duration - The duration of the call.
    • Call Result - The outcome of the call.
    • Comments - Comments inserted by the agent.
    • Call Object Identifier - The call id (displayed on the call recording path).
  • Aditional Information
    • Status - The status of the call (ongoing or completed)
    • Priority - The call priority.
  • System Information
    • Created by - The saleforce agent that created the account.
    • Last modified by - The saleforce agent that edited the account.
    • Due Date - The due date to manage the account situation.

 

 

Contact page

On the Contact page the following data is displayed:

Accountinfo.png

The information is displayed in segments:

  • Duplicated accounts - If the number that called has more than one account assigned to.
  • Contacts - The name associated with the account.
  • Opportunities - The opportunities status (business wise) 
  • Cases - Tickets management.
  • Notes & Attachments - Notes inserted by the agent.

 

If there's multiple accounts for the same number, Salesforce displays the several options for the agent to choose the correct one, for the call at hand:

multipleaccounts.png 

 

 If there's no contact associated on Salesforce, the New Account form is displayed:

newaccount.png

 

 

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