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BroadSoft CC-One Salesforce Edition: Building and Administering a Call Center

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For the second installment of my blog series on the BroadSoft CC-One Salesforce Edition, I’ll be exploring how the system administrator can build and administer a voice call center from within the Salesforce Sales and Service Cloud applications he or she is already using.

Once the administrator has signed into Salesforce in their usual way, they can enter into the CC-One screens within Salesforce.

In the Company tab administrators create and edit background information about the organization and global settings for the company’s contact center – such as the maximum number of active calls permitted, entry points for customer calls, voice queues and call disconnects.

Call entry points can be defined that specify the phone numbers through which calls will come into the contact center.  These are usually set up to support different campaigns, business units, product lines and geographies. Overflow phone numbers can be set up in the event of a heavy influx.

Once the entry points and their associated phone numbers have been entered into the system, the administrator sets up voice queues for the call center. These queues are where callers wait until an agent becomes available, and separate queues can be created for different functions. For example, you might set up queues for sales, one for service and one for support. The administrator specifies whether they are for inbound or outbound calls, permit monitoring or recording, and parameters for service thresholds that generate alerts, for example when a caller is waiting too long.

Finally, under the CC-One Salesforce Edition Sites tab within the Salesforce application, administrators set up the company’s call center sites and assign agents to teams. Here they can also establish certain Status Codes for agents to use when they are on the line with a customer (think terms like “idle” or “transferring”), as well as Wrap-Up Codes that designate the final outcome of the call. This allows administrators to better track and keep records of all agent activity within the contact center, and to ensure that customers are receiving a consistently high level of satisfaction from their calls.

Learn more about the CC-One call center app for Salesforce.

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