If the users have Contact Center Pro/Elite enabled, they can use Contact Center Agent to process the calls directly from the SalesForce.

If the application is in the softphone mode, the call will go to the application, otherwise, it will be sent to the hardware chosen in the Call Controller.

The calls will initiate if the user is Available or Offline in the Contact Center (but is logged in to the Intermedia Unite client and SalesForce).
For Offline users, the call will be initiated for Intermedia Unite but will not be displayed in the Contact Center agent.
If the user is in Busy, the call will not start and an error message will be displayed instead.

Making calls while in an Available status

This scenario happens under the following conditions:

  • The user logged into:
    • Salesforce
    • Intermedia Unite for Salesforce
    • Contact Center (has joined any queue)
  • User has one of the following statuses in the Contact Center:
    • Available
    • Accept Internal Calls

The user can click on the number they want to call in the SalesForce and the call will be displayed in the Contact Center agent.

initiate a call

CCA

Making calls while Offline in the Contact Center

This scenario happens under the following conditions:

  • The user logged into:
    • Salesforce
    • Intermedia Unite for Salesforce
  • The user is not logged in into Contact Center or does not have the Contact Center installed

When the user clicks on the number they want to call in the SalesForce, a call will be sent to the Intermedia Unite for SalesForce but will not be displayed in the Contact Center agent.

Making calls while in a Busy status

This scenario happens under the following conditions:

  • The user logged into:
    • Salesforce
    • Intermedia Unite for Salesforce
    • Contact Center (has joined any queue)
  • User has one of the following statuses in the Contact Center:
    • Not Read
    • On-Call
    • On-Email
    • Chatting
    • Wrap-up
    • On Break
  • Busy status is on the screenshot below
    busy

When the user tries to make a call from SalesForce, the call will not start and the following error message will be displayed.

error