:Salesforce Interface Map

Salesforce Interface

Ready to Take Calls Checklist

Checklist
Logged into Phone
Logged into Shoretel ECC
Logged into Omni-Channel

Functions

• Phone -This will determine your global phone status. When you start your day, this should be set to, "Available"
• Omni-Channel -This will determine if Open cases are routed to you in Salesforce. If you are able to take a new case change the status of the Omni-Channel to, "Available"
• Shoretel ECC -This will determine your Queue login status. Change the status to, "Available" to begin receiving inbound calls from your assigned queues.

Queues View

Description

From this page, you will be able to view multiple cases and several key pieces of the case including Subject, Case Number, and the case status. These views can be customized based on your needs.

Interface

Quick Access Bar

Description

The Quick Access Bar is located at the bottom of your Salesforce Windows. From this bar, you can access the Shoretel Phone, Shoretel ECC, Omni-Channel, History, Notes, and maybe more in the future. We can add tabs for other websites, and customize this as needed.

Interface

Phone

Interface

-Default State

-Logged in State

Omni-Channel

Interface

-Default State

-Logged in, and Available State

History

Interface

Notes

Interface

Shoretel ECC

Interface

-Default State

-Logged in, Not Logged Into Queues

-Logged in, and Logged Into Queues

Cases Window

Interface