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Configuring your External CRM

If your contact center is integrated with an external CRM such as Salesforce or NetSuite, you can access your external CRM account from your Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. by saving the login credentials necessary to access the account.

Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. now provides out of the box integration with:

To enable your agent account for external CRM Integration:

  1. Login to Agent Console.
  2. Navigate to Profile.
  3. Scroll down to the External Setup area.

    The External Setup provides three tabs:

  4. Enter your CRM login ID and password in the Authentication tab.

    Note: Salesforce requires you to add the security token to your password to authenticate access from an external application. Obtain your security token from the original Salesforce communication email or your Salesforce administrator.

    Figure 10: External CRM Authentication

  5. Click the Screen Properties tab to view or change the settings.

    Note: The agents' ability to define Screen Pop window properties is available for Salesforce, Zendesk and MS Dynamics integration only.

    Figure 11: External Setup > Screen Pop Properties

  6. Click the Window Properties tab to view or redefine the Screen Pop window properties.

    Note: The agents' ability to define Screen Pop window properties is available for Salesforce, Zendesk and MS Dynamics integration.

    Figure 12: External Setup > Screen Pop Window Properties

  7. Save your settings to launch your external CRM from the Agent Console.

Your supervisor provides you with the information you need to access and work with your contact center's external CRM product.

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