Automatic Call Distribution for Salesforce

This feature finds the person (Salesforce user), who had the last contact with the caller.

 

What counts as a contact can be defined:

 

•Call

•E-Mail

•Task

 

 

 

Advance Search

Advance search feature will be used for last agent routing.

For example : Call is configured. Then is there a task with sub type call, if yes return task owner extension.

 

Enable Advance Search

This check box field specifies that the advance search is enabled or not.

 

Search In

This multi-select pick list field specifies which task subtype will be used to filter the records.

Search In pick list have the following task subtypes - Email, Call, Task

 

Priority 

This pick list field specifies the priority to filter the records.

 

Priority pick list have two option -

1.Sequence Order 

 Finding the newest record of the first option configured in multi-select pick list and return the task owner extension. If no record for the first option is found, then follow the sequence one by one.

2.Newest of All 

 Finding the newest record of ALL the options configured and return the task owner extension. The order sequence will have no effect with this configuration option.

 

Note : Search Type must be caller id for using the advance search feature