If the users have UNIVERGE BLUE™ ENGAGE Advanced/Complete enabled, they can use UNIVERGE BLUE™ ENGAGE 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 UNIVERGE BLUE™ ENGAGE (but is logged in to the UNIVERGE BLUE™ CONNECT client and SalesForce).
For Offline users, the call will be initiated for UNIVERGE BLUE™ CONNECT but will not be displayed in the UNIVERGE BLUE™ ENGAGE 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
    • UNIVERGE BLUE™ CONNECT for Salesforce
    • UNIVERGE BLUE™ ENGAGE (has joined any queue)
  • User has one of the following statuses in the UNIVERGE BLUE™ ENGAGE:
    • 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 UNIVERGE BLUE™ ENGAGE agent.

initiate a call

CCA

Making calls while Offline in the UNIVERGE BLUE™ ENGAGE

This scenario happens under the following conditions:

  • The user logged into:
    • Salesforce
    • UNIVERGE BLUE™ CONNECT for Salesforce
  • The user is not logged in into UNIVERGE BLUE™ ENGAGE or does not have the UNIVERGE BLUE™ ENGAGE installed

When the user clicks on the number they want to call in the SalesForce, a call will be sent to the UNIVERGE BLUE™ CONNECT for SalesForce but will not be displayed in the UNIVERGE BLUE™ ENGAGE agent.

Making calls while in a Busy status

This scenario happens under the following conditions:

  • The user logged into:
    • Salesforce
    • UNIVERGE BLUE™ CONNECT for Salesforce
    • UNIVERGE BLUE™ ENGAGE (has joined any queue)
  • User has one of the following statuses in the UNIVERGE BLUE™ ENGAGE:
    • 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