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Defining CRM Objects

You can create campaigns based on Customer object defined in your Virtual Contact Center CRM, or any object in your Salesforce CRM provided the object has a phone field. To generate a call list based on an object, you should configure the object with its desired fields in the Outbound Setup.

In the Outbound Setup, CRM Objects tab enables you to define CRM objects and fields to be used in campaigns.

To access the CRM Objects tab:

  1. Click Outbound Setup in the Configuration menu.
  2. Click CRM objects tab.

To add a CRM object:

  1. Click Add Object.
  2. Enter the name of the object from your CRM.

    Note: You must enter the object name as it appears in the CRM.

    Data type for object is automatically populated.

  3. Enter a Label to Show Agents on the Agent Console.

To add a CRM field:

  1. Click Add field.
  2. Enter the field name from your CRM.

    Note: You must enter the field name as it appears in the CRM.

  3. Select Data Type to match the CRM field data type. If you do not find an exact match, enter the most appropriate data type.

    The Dialer supports Boolean, Integer, Text, Date, DateTime data types.

    Note: Boolean may be used for checkbox values

  4. Enter a Label to Show Agents on the Agent Console.
  5. Check the Phone Field to indicate a phone number. Phone field is used to populate the list of phone numbers for a particular contact. The number shows on the control panel of the Agent Console.
  6. Check the Default Phone to assign a default phone number if a contact has more than one number. A default phone number initiates an outbound call if an agent fails to select a particular number from the list. The number shows on the control panel of the Agent Console.
  7. Check the Transaction Field for the field data to show on the control panel of the Agent Console and in External Transaction Data field of Campaigns.

    For Example: You can select key information such as company name, phone number to show on the control panel minimizing the agent's effort to dig this information from the contact record details.

    Custom objects and fields are supported as well. You can add any number of fields to filter your campaign call list.

    Note: For custom objects and fields, suffix the object and field name with _c. For example 'Client_c'.

 

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