Automatic Call Distribution for Salesforce

Examples of usage of Automatic Call Distribution for Salesforce set up for PMG

 

•Language Data Look Up

•Extension Look Up

•IVR Look Up Case Number

 

 

These are only a few prominent examples that are described. The scope with Automatic Call Distribution for Salesforce data and extension lookup is vast.

 

Few other examples are

 

1. Get the status of the Account, whether the caller is a VIP customer or not. Set the priority high in the queue based on the account data.

2. Distribute the call to the contact owner if the caller is found in Salesforce.

3. Get the contract status from the caller account and convey the information to the caller accordingly.

 

In general, Automatic Call Distribution for Salesforce can lookup any data in the Salesforce based on the caller information and then do the call distribution, greetings,set priority etc.

 

 

Note : To test any Automatic Call Distribution for Salesforce workflow definition, you can use the PBX Test Tool.

 

If the setup of PMG is done by Mirage, there are already workflows defined for the above mentioned scenarios.