Automatic Call Distribution for Salesforce can be integrated in the GoConnect Server with the limitation, that Data Lookup and IVR is not supported.

 

System requirements

•GoConnect Server Version 3.1 or newer

•Additional desk phone

•The GoConnect Server needs an additional service and configuration for Automatic Call Distribution for Salesforce  

 

Concept

The setup requires to configure one desk phone per call distribution rule. If a queue can be configured as an extension, then a desk phone is not required. The desk phone can only be used for ACD for Salesforce and not for regular phone calls.

 

Workflow

•Inbound call to the main number (e.g. sales)

•Forward that call to the desk phone (e.g. extension 222) used for ACD for Salesforce. The desk phone must be configured in a way, that other inbound calls at the same time (extensions is busy) will be still ringing on that extension and not transferred anywhere else

•GoConnect Server sends Caller ID / Called ID to ACD for Salesforce.

•ACD for Salesforce does a lookup in Salesforce depending on rules

•ACD for Salesforce provides an extension number to the GoConnect Server

•GoConnect Server initiates a call transfer via desk phone extension 222 to the retrieved extension number