Logging Into and Out of Bucher + Suter for SCV with Cisco WebEx Contact Center

In this tutorial, we'll guide you through the process of logging in and out of the Bucher + Suter for Service Cloud Voice (SCV) integrated with Cisco WebEx Contact Center. This involves using the b+s Connects for SCV to ensure smooth operation within Salesforce.

Step 1

To begin, access Salesforce and open your console app. Locate and click on the Omni-Channel icon situated in the utility bar.

Step 2

In the phone section, identify the "Authenticate" button. The interface is divided into three sections: New, My Work, and Phone. Click the "Authenticate" button, which will prompt a login screen for your WebEx account using your agent profile.

Step 3

Ensure you are using an agent or supervisor agent profile for login. After selecting "Sign In," the pop-up will close, redirecting you back to the gadget. You will then be prompted to select your telephony option.

Step 4

This step involves specifying where your calls will be received. Your options depend on your company's configuration and may include extensions for desk phones, cell phones, WebEx calling extensions, direct dial numbers, or WebRTC for browser-based calls.

Step 5

If you choose the extension or dial number, you will be asked to input the number. For this demonstration, we are using the WebRTC desktop option. You will then select your team, which matches your Cisco team assignment in WebEx Contact Center.

Step 6

After ensuring that all details align with your company's setup, click "Log In." If you select "Remember My Credentials," the gadget will auto-fill previous selections during your next login. Nonetheless, you should review this section before logging in each time.

Step 7

If you bypass this screen and find yourself in a default busy state, perform a full logout, clear your cache, and retry. This issue often suggests an improperly closed session or an active WebEx Contact Center session elsewhere. Upon logging in successfully, you will enter your company's default idle or busy status.

Step 8

To verify a successful login, scroll to the bottom of your status list and look for the "Phone System Logout" option. Its absence indicates that you are not logged into the phone system.

Step 9

Omni-Channel manages various communication channels. Changing your status without logging into the b+s gadget might make you appear available or busy in the Omni-Channel Supervisor. Once signed in correctly, you're prepared to make calls.

Step 10

Set your status to the appropriate available option. Your organization may have multiple available statuses, especially if multimedia channels are supported. In this scenario, we are using "Available for Voice."

Step 11

At the end of your workday, access your status list and select "Phone System Logout." This action will display the "Authenticate" button once more. Alternatively, you can log out by choosing the "Status" button and navigating to "Offline."

Step 12

This action should also reveal the "Authenticate" button, confirming a successful logout. Avoid logging out by merely closing the browser tab or shutting down the browser entirely without logging out first.

Step 13

Failing to log out correctly may lead to lingering session data, causing issues upon subsequent login attempts. This can result in the gadget skipping the credential prompt, instead using previous session data to log in.

Step 14

Such situations may lead to synchronization issues. To resolve this, ensure proper logout and re-login via the "Authenticate" button. If problems persist, consider clearing your browser cache and reattempting the login to Salesforce.

Step 15

By clearing your cache and logging in again, you terminate any remaining WebEx sessions. If, upon selecting Omni-Channel, the "Authenticate" button doesn't appear and instead shows the dial pad, try switching to another status. This action may prompt the appearance of the "Authenticate" button.

Step 16

This concludes the tutorial on logging in and out of Bucher + Suter for Service Cloud Voice with Cisco WebEx Contact Center. Thank you for your attention, and we look forward to our next Bucher + Suter tutorial.