Voice Management Guide

The Voice Management user guide

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Service Cloud Voice Application install

The following documentation is for the installation of the Axialys Service Cloud Voice package on Salesforce.

It is important to note that this documentation is only for Salesforce Lightning and not for Salesforce Classic.

Step 1: Creation of the Named Credential

  1. Access the “Setup” page.
  2. Use the “Quick Find” search bar and look for “Named Credentials.”
  3. Select “Named Credentials.”
  4. Click on “New Legacy.”
  5. Fill in the “Label” field, and the “Name” field will automatically populate.
  6. Enter https://api.axialys.com in the “URL” field.
  7. Choose “Named Principal” for “Identity Type.”
  8. Choose “Password Authentication” for “Authentication Protocol.”
  9. Enter your Axialys API credentials in the “Username” and “Password” fields.
  10. Click on “Save.”

Step 2: Enabling the Identity Provider

  1. Search for “Identity Provider” in the “Quick Find” search bar.
  2. Select “Identity Provider”.
  3. Click on “Enable Identity Provider”.
  4. Choose a certificate.
  5. Click on “Save”.

Step 3: Creation of the Connected App

  1. Search for “App Manager” in the “Quick Find” search bar.
  2. Select “App Manager.”
  3. Click on “New Connected App.”
  4. Fill in the “Connected App Name” field.
  5. Enter [email protected] in the “Contact Email” field.
  6. Check “Enable SAML” in the “Web App Settings” section.
  7. Fill in the “Entity Id” with “https://voice-management-scv.axialys.com” and “ACS URL” with “https://voice-management-scv.axialys.com/operateurs/saml“
  8. Choose “Federation ID” for “Subject Type” and “urn:oasis:names:tc:SAML:2.0:nameid-format:transient” for “Name ID Format.”
  9. Select the same certificate as the Identity Provider for the “IdP Certificate.”
  10. Click on “Save.”

Step 4: Profile Assignment and Metadata Download

  1. Click on “Manage” on the summary page of the Connected App.
  2. Choose “Manage Profiles” in the “Profiles” section.
  3. Check “System Administrator” and click “Save.”
  4. Assign the app to all profiles that are likely to belong to operators using telephony.
  5. Click on “Download Metadata” in the “SAML Login Information” section.

Step 5: Upload the Metadata via the AxialysSCV app

  1. Go to “AxialysSCV” via the 9-dot icon.
  2. Upload the previously downloaded metadata file.
  3. Click on “Save”.

Step 6: Activation of Voice with Partner Telephony

  1. Click on the gear icon.
  2. Choose “Setup”.
  3. Search for “Partner Telephony Setup” in the “Quick Find” search bar.
  4. Activate “Turn on Voice with Partner Telephony”.

Step 7: Entering the Federation ID and Assigning Permission Sets

  1. Search for “Users” in the “Quick Find” search bar.
  2. Click on “Edit assignments” in the “Permission Set Assignments” section.
  3. Add the necessary Permission Sets (e.g., “Contact Center Agent (Partner Telephony)”).
  4. Enter the operator’s email address in the “Federation ID” field.
  5. Click on “Save.”

Step 8: Creating the Contact Center and Adding the User

  1. Return to “Partner Telephony Setup.”
  2. Click on “Create Your Contact Center.”
  3. Choose “Axialys SCV connector” and click “Next.”
  4. Upload the XML file.(https://voice-management-scv.axialys.com/crm/salesforce/byot-connector/callCenterConfigFile.xml)
  5. Add the user to the contact center.

Step 9: Configuring Breaks on Axialys

  1. Connect to your monitoring interface. Go to the Salesforce Integration page. Define the break statuses: “Default Axialys Break Status” and “Default Salesforce Break Status (name or ID)” and “Default Salesforce Available Status (name or ID).” These break statuses must exist both in Salesforce Omnichannel and in Axialys.

Step 9: Testing the Integration

  1. Access the “Service Console” app or any other app containing the “Omnichannel” Utility Item.
  2. Open the Axialys softphone using the icon with nine dots.
  3. Test a call.
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