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SIGHTCALL VISUAL SUPPORT FOR
SALESFORCE
APP EXCHANGE PACKAGE
INSTALLATION GUIDE v1.7
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Congratulations on installing the SightCall Visual Support for Salesforce application. Please follow the 6 steps below to
complete the configuration. 1. Users Provisioning This step will enable your SightCall Cloud account and allow you to activate SightCall for some or all your Salesforce users.
1. Click on the Provisioning tab in SightCall Setup
2. To enable SightCall for a user, select the checkbox located to the right of the full name in the user list table or "Select All" agents or users
3. Once you have enabled your users, go to the bottom of your page and click Activate
Note: This same page can be used in the future to enable additional users for SightCall Video by selecting the users and clicking the "Save" button. A separate request may need to be made to SightCall to activate additional users unless the total number of activated users is below the maximum allowed for your chosen package.
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2. Create your SightCall Use Case This step will allow you to configure the video call behavior. It could be modified at anytime afterward. You can create as many use cases as you like.
1. Click on the Use Cases tab in SightCall Setup
2. Click on the Create a use case button
3. Name and configure your use case 4. Click Save
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3. Create the SightCall Custom Chat Visualforce Page This step will help you on creating a new dedicated Visualforce Page. This Visualforce Page will contain the necessary code for the SightCall custom chat to replace your current Live Agent Chat, allowing the video chat escalation.
1. Click the Show Code button for the use case you want to setup
2. Copy the generated code that appears below the use case list
3. From App Setup, click Develop | Pages
4. Click New button
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5. Paste the copied code (cf. step 3.2) in the Visualforce page and name it
6. Click Save and continue to the next step
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4. Enable Public access to the SightCall Custom Chat Visualforce Pages This step describes how to allow any customer from a public page to start a video chat escalation.
1. From App Setup, click Develop | Sites
2. Create a Site or use an existing one by clicking on the Site Label of your pre-‐existing site
Note: We will use this site in order to grant public access to the SightCall custom chat Visualforce pages. You can find more information on how to create a site here. If you have just created a site, don't forget to activate it. 3. In the details page of your Site click on the Public Access Settings button
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4. Go to the Enabled Visualforce Page Access section and click Edit 5. Move one or more of previously created Visualforce pages from the Available Visualforce Pages list to the Enabled Visualforce Pages list
6. Click Save
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5. Apply SightCall Visualforce Page to a Live Agent button This step will enable the video chat escalation on your existing or new Live Agent button. This button will be modified with an additional parameter pointing to the SightCall Visualforce Page.
1. From App Setup, click Customize | Live Agent | Chat Buttons & Invitations
2. Click Edit on the button you want to customize with SightCall Video Chat
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2. Go to the Chat Button Customization section and set the following:
• a. Set the field Site for Resources with the site in which you enabled public access to the SightCall Custom Chat Visualforce pages (Step 3)
• b. Set the field Custom Chat Page with one of the pages created previously
Note: The choice of which Visualforce page you will choose in this step will depend on the use case you are interested in implementing. 3. Click Save
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6. Add the Custom Console Component into your console This step will enable SightCall component in their console for selected users in Step 1.
1. From App Setup, go to Create | Apps and click Edit on the Console App you want to edit 2. Go to the Choose Console Components section and select the component "WeemoCustomConsoleComponent" and move it from the Available Items list to the Selected Items list 3. Click Save Note: Once you are done with the provisioning and configuration of the SightCall App and you have a confirmation from SightCall that your service is active, follow these steps to verify your deployment. 1. Go into the Agent Console, the one you added the "WeemoCustomConsoleComponent" to. 2. Set your status to "Online" in the "Live Agent" tab (bottom right corner of your console). 3. Initiate a chat request by clicking on the button you setup in Step 4 from another device (Desktop, iOS or Android). 4. Accept the incoming chat request in the Agent Console and open the "SightCall" tab to start a video chat.