Automatic Call Distribution for Salesforce

Components of ACD for Salesforce -

•Mirage Cloud for Salesforce Portal to establish connection between Salesforce Org and ACD Portal.

•ACD for Salesforce Package

•ACD Services to connect to Phone Systems

Steps to use ACD For Salesforce

•Install the ACD package.

•After installation of the ACD package , do the set up using  the application configuration .

•An administrative Salesforce user with ACD license will be required to do the connection between Salesforce and Mirage Cloud for Salesforce Portal.

•User will register in the Mirage Cloud For Salesforce Portal https://acd1.miragecloud.com/acdPortal/Login

•User will login and establish the connection between Mirage Cloud For Salesforce Portal and Salesforce using the Salesforce Connection menu. In the Salesforce, user used to connect ACD to Salesforce must be provided with ACD license and administrative permissions if not already. There can be single user per Salesforce Org. Multiple users cannot be used to connect to single Salesforce Org.

•Add the secret key generated in the Salesforce in the Mirage Cloud for Salesforce Portal using the menu Add Secret Key.

•Do the Salesforce configurations for the main set up and the look up set ups.

1.Mirage ACD Set Up

2.Extension Look up Set Up

3.Data Look Up Set Up

4.IVR Look Up Set Up

•PBX System needs to create PBX token per PBX in order to call the ACD service. This can be done in the Mirage Cloud for Salesforce Portal using the menu Create PBX Token. This PBX token will be part of the ACD service for security reasons.

•Once the configurations are done, Phone system will configure the PBX ID and will call the ACD service.