After setting up a call center for the first time, set the values for any call center settings. Click Setup. Search for Installed Packages.
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Configure after call work settings. Select the after call work option: Click the After Call Work list and select whether after call work is:.
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User permissions to manage call centers in Salesforce. For more information about permissions, click Help on Salesforce pages during any step in setting up a ...
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Under the External Trunk Configuration or the Connection Configuration section, click General. In the Max Calls box, enter the maximum number of combined ...
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The integrations allow users to set caller ID names and phone numbers for outbound calls. Agents can input this information each time they make a call.
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People also ask
How do I set up caller ID in Genesys cloud?
In Genesys Cloud, click Admin. Under Telephony, click Trunks. Select the trunk on which you want to configure caller ID information. Under the Calling section, use the Prioritized Caller Selection list to select and prioritize the locations you want to use to build your caller ID information.
What is the optional after call work option?
Optional ACW provides agents with an option to skip the ACW form. If an agent skips the ACW form, the form will be closed, and the agent will be eligible to receive the next customer call.
How to create a call center in Salesforce?
Call Center Setup
1
Set up your call centers. Go to Salesforce Lightning's Setup view. ...
2
Save call center definition file. ...
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Import the file to your call center. ...
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Edit call center properties. ...
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(Optional) Update your Tenant URL if you have multiple call centers. ...
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Check dialing options. ...
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Assign Salesforce users to the call center.
What is max concurrent calls in Genesys cloud?
Under BYOC Cloud trunks, the setting is called Max Concurrent Calls and it consists of two options: Unlimited and Limited. The default setting is Unlimited. Genesys has optimized the Max Concurrent Calls setting to be set to Unlimited. As such, Genesys recommends leaving the Max Concurrent Calls set to Unlimited.
Setup and management of your Genesys Cloud organization. Contact center managers. Customer interaction functionality for managers. Contact center agents.
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The Country Code Settings section allow you to configure country codes for screen pops and the default country code for outbound SMS messages. Click Setup.
Choose the analytics settings appropriate for your contact center needs. These settings affect the calculations and metrics used in views and dashboards.
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... Enable Calls and then click Edit. From the Call Route Type list, click one of the following options: Broadcast – When a group receives a call, Genesys Cloud ...
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The links in this column represent each call routing entry. Click a link to open the entry and make changes. Open, Indicates if the call route is always open or ...
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