Jump to: navigation, search

Configuring your Call Center Definition File

Important
This section does not apply if you are a current user of VCC CTI Adapter for Salesforce.

The Call Center Definition .xml file is a configuration file that is used to define a set of parameters that enables the Adapter. Installing this .xml file provides you with more control in managing your Salesforce call center. Importing the Call Center Definition .xml file is only necessary when upgrading to a new version.

Downloading the Call Center Definition .XML File

To download the Call Center Definition .xml file and save on your computer:

  1. Click here to download the lastest zipped version of the Call Center Definition .xml file.
  2. Save the file into a clean folder on your computer where you can locate it afterwards.
  3. Extract the files by right-clicking on the zipped file and selecting Extract Here.

Importing the Call Center Definition .XML File

To import the Call Center Definition .xml file into the salesforce.com instance:

  1. Log into Salesforce.com with your administrator credentials to open the Home page.
  2. Click Setup, found under the User menu drop-down list below your user name in the top right-hand corner to open the Force.com page.
  3. From the App Setup section on the left-hand side of the screen, click Customize to open the customization options.
  4. Click Call Center > Call Centers to open the All Call Centers page.
  5. Click Import.
  6. Click Choose File to browse to the .xml file that you saved on your computer.
  7. Click Import to import the .xml file. The Call Center Detail screen opens. From this screen you can edit, delete, clone the .xml file. You can also manage the call center users from this screen as well.
  8. (Optional) Click Cancel to stop this import.

Editing the Call Center Definition .XML File

Warning
Edit the Call Center Definition .xml file only when requested by Genesys Technical Support.

To edit the Call Center Definition .xml file, if you have just imported the Call Center Detail screen:

  1. Click Edit to the open Call Center Edit screen.
  2. On the Call Center Edit screen, update the following fields:
    1. In the General Information section, update CTI Adapter URL field value using the location of the Genesys Web Service API, which must be:
      https://vcc3.angel.com/ui/cti/index.html?crm=salesforce
    2. In the Call Center Details section, update the VCC Server Address field value, which must be:
      https://vcc3.angel.com/api/v2
  3. After updating the CTI Adapter URL value, click Save.
  4. (Optional) Enter a value of 1 for the VCC Single Sign On Authentication Enabled option.
Important
The VCC Single Sign On Authentication Enabled option is only possible when:
  • Single sing-on (SSO) is not available without first installing the Gplus Adapter for Salesforce package. (Contact your account representative, if you wish to activate this feature.)
  • The VCC Agent Login ID and the Salesforce User ID are the same.

See the Specifying Field Value Parameters topic for more information about these parameters.

To edit the Call Center Definition .xml file from another screen in Salesforce, from Setup navigate to Customize > Call Center > Call Centers and then follow the same steps as above.

Important
After finishing the upgrade, instruct all agents to clear their browser cache before starting their next session.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on February 19, 2016, at 06:29.