Synchronizing Call log to Salesforce

This is VCC Live’s documentation on how users can set up the synchronization of call logs from VCC Live to Salesforce.

Table of Contents

• Setting up attributes and keys
• Setting up a Connected app in Salesforce
• Setting up a webhook

Setting up attributes and keys

To capture information about the calls made via VCC Live, you need to create an attribute in VCC Live in all of the projects to which Agents will log in directly from Salesforce. In the VCC Live supervisory interface, select all the relevant projects, navigate to Database -> Fields, and make sure that there exists an attribute called salesforce_contactid.

Setting up a Connected app in Salesforce

To be able to sync data from VCC Live to Salesforce, you need to create a Connected App there. Navigate in Salesforce to Setup -> App Manager and select New Connected App. Learn more about setting up a Connected app in Salesforce here.

Follow these steps:

• Check [X] Enable Oauth settings
• Add the following to Callback URL: sfdc://oauth/jwt/success
• Check [X] Use digital signatures
• Generate a new certificate if needed by running the following script:

openssl genrsa 2048 > host.key

chmod 400 host.key

openssl req -new -x509 -nodes -sha256 -days 365 -key host.key -out host.crt

• Upload the generated certificate file (.crt)
• Select the following OAuth Scopes: api, refresh_token

• Click [Save]

• Find your new Connected app and click Manage

• Click [Edit Policies]
• Set Permitted Users to Admin approved users are pre-authorized
• Click [Save]
• Click [Manage Profiles]
• Check that your user’s profile is selected and click [Save]

Setting up a webhook

To synchronize data from VCC Live to Salesforce, you need to create webhooks in the projects, where you would like to have this feature. When selecting a project, navigate to the tab Webhook and create a new webhook, where the Event is set as ‘Event after disposition saving’. For Method select ‘POST’ and for URL populate it in the following format: https://username:[email protected]/salesforce?method=post&endpoint=services/data/v55.0/sobjects/Task/

• ‘CUSTOMER’ reflects your account name in VCC Live
  

  Note: You will need to provide further information about your Connected App’s cert and private keys to VCC Live to be able to set up the integration successfully.
  Example webhook payload (while putting variables in double brackets) :

{

"WhoId": client_data.salesforce_contactid,
"Description": agent_description,
"TaskSubtype": "Call",
"Status": "Closed",
"CallType": "Outbound",
"Subject": disposition.name

}

After setting this up, you should see the call data synchronizing to Salesforce as parameterized in the webhook payload.

You can also learn more about the call disposition webhook here.