Configuring Buzzeasy CRM Connector in SalesForce

Call Center Configuration

1. Navigate to your salesforce environment and login with an account having the appropriate permissions to configure contact centers.

2. Click Settings and then Service Setup.

3. Search for and click the Call Centers entry.

4. Click Import, select the xml file that can be downloaded using this link, and click Import again.

5. Click Edit, change the name and description fields as desired.

6. Change the CTI Adapter URL to

   • Buzzeasy US environment: https://crmagent.buzzeasy.com/?channelId=xx
   • Buzzeasy EU environment: https://us-crmagent.buzzeasy.com/?channelId=xx

   Where xx must be the ID of the Buzzeasy channel (check it in the Buzzeasy Portal).

7. Softphone panel size can be changed as well, however we recommend keeping these on the default values.

8. Click Save.

9. Click Manage call center users and add the Salesforce users that should be able to access this newly created call center.

Salesforce Application Configuration

1. Navigate to Settings > Service Setup.

2. Using the left side panel, navigate to User Interface > App Manager and click the New Lightning App button.

3. Provide an app name, a description, customize the application's look as desired, then click Next.

4. Set the Navigation Style to Console navigation, set the Supported Form factors to Desktop, then click Next.

5. Click Add Utility Item, search for Open CTI Softphone and add it.

6. Change the label to Buzzeasy, and click Next.

7. Add navigation items from the list as per requirements, then click Next.

8. Select which profile groups should have access to this application then click Save & Finish.

Custom Search Criteria for Screen-pop

In order to set up screen-pop, and search for a particular SalesForce contact record field value, do the followings:

1. Supply the name of the Buzzeasy response field specified in the relevant Data Collector Bot question as an additional URL parameter, like so:

   https://crmagent.buzzeasy.com/?channelId=xx?propertyNames=yourResponseField

   Where yourResponseField is the name of the response field

2. Add the name of this field to SalesForce Contact Record details page using Object Manager.

Note

While technically possible, please do not supply more than one propertyNames URL parameter, it is not supported.

Questions and Answers

Do I have to create a new call center for each channel?

Yes.

Do I need a user manager account to be able to receive calls?

Yes.

Can I use the CRM Connector without the Agent application for inbound interactions?

No, we do not support this scenario currently. Agents must log in to the Buzzeasy Agent application in order to handle inbound interactions.

Can I close work items from the CRM connector?

No, work items must be closed in the Buzzeasy Agent application.

Can I use click to dial in SalesForce?

Yes. The Buzzeasy Agent app is not needed for outbound calls, but a Buzzeasy User Manager account with a valid phone number is required.

Can I use the CRM connector without providing a channel ID in the call center settings?

Yes, but no interactions will be received and outbound calls will fail.

Will outbound calls started in Salesforce show up in the Buzzeasy Agent app as well?

Yes, if the agent is logged in to the Buzzeasy Agent app and it is open.

Can I change the size of the CRM Connector panel?

Yes, and the panel will adjust to the new size.

What are the supported browsers for the CRM Connector application?

Please see this list of compatible browsers. However, please note only Chromium Edge and Google Chrome are currently being tested by Geomant.