Administrator requirements for the PureCloud embedded clients


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

Note: To use single sign-on, your single sign-on identity provider must allow the single sign-on redirect window to be embedded. Otherwise, the client does not load. You see a blank area on-screen and an error message in the console.

The following content applies to PureCloud for Chrome and PureCloud for Firefox.

拡張機能を実行するには、以下の項目が必要です。

  • The latest version of Chrome or Firefox.
  • The PureCloud for Chrome or PureCloud for Firefox extension installed.
  • Per-user licenses for PureCloud (Communicate or higher).
  • The following permissions selected in PureCloud for agents:
    メモ:
    • Depending on where you access the permissions in PureCloud, the permission names appear in different formats.
    • The integration looks for permissions, not roles, assigned to a user in PureCloud. If the items controlled by permissions are not active for an agent, check the agent’s permissions

    • ACD Screen Share > Session > View (optional)

      This permission gives the agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window.

    • Analytics > Queue Observation > View (optional)

      この権限があれば、エージェントは、キューにアクセスするか、キューにインタラクションを転送する前に、キューの統計値を確認できます。

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent’s client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Outbound > Contact > View (optional)

      この権限があれば、エージェントはアウトバウンド ダイアリングの画面ポップを表示できます。

    • Routing > Agent > On Queue (optional)

      この権限があれば、「対応可能」がエージェントの クライアントにステータスとして表示されます。  

    • Routing > Queue > Join (optional)

      この権限があれば、エージェントはどのキューのメンバーであるかを見て、クライアントでどのキューからインタラクションを受信するかを選択できます。

    • Scripter > Published Script > View (optional)

      この権限があれば、エージェントはスクリプトを確認できます。

統合を実行するには、以下の項目が必要です。

  • An Internet browser (the latest version of Chrome, Firefox, Internet Explorer, Microsoft Edge, or Safari).

    To use WebRTC phones with the client, turn off pop-up blocker in your browser.

    Note: Internet Explorer, Microsoft Edge, and Safari do not support WebRTC phones or screen share.

    Internet Explorer users

    • You must enable third-party cookies. See Internet Explorer Settings in the Salesforce documentation for instructions.

    • Only run the integration in one browser tab. Otherwise, you will experience unexpected results in associations and interaction logs.

  • Per-user licenses for PureCloud (Communicate or higher).
  • The PureCloud Embeddable Framework integration installed (private version only). See Add the integration.
  • An OAuth client added to your PureCloud organization (optional for private version). See Create an OAuth client.
  • The following permissions selected in PureCloud for agents:
    メモ:
    • Depending on where you access the permissions in PureCloud, the permission names appear in different formats.
    • The integration looks for permissions, not roles, assigned to a user in PureCloud. If the items controlled by permissions are not active for an agent, check the agent’s permissions

    • ACD Screen Share > Session > View (optional)

      This permission gives the agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window.

    • Analytics > Queue Observation > View (optional)

      この権限があれば、エージェントは、キューにアクセスするか、キューにインタラクションを転送する前に、キューの統計値を確認できます。

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent’s client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Integration > Custom Embeddable Framework > Agent (private deployment only)

      This permission allows agents to access any Private PureCloud Embeddable Framework integration.

    • Outbound > Contact > View (optional)

      この権限があれば、エージェントはアウトバウンド ダイアリングの画面ポップを表示できます。

    • Routing > Agent > On Queue (optional)

      この権限があれば、「対応可能」がエージェントの クライアントにステータスとして表示されます。  

    • Routing > Queue > Join (optional)

      この権限があれば、エージェントはどのキューのメンバーであるかを見て、クライアントでどのキューからインタラクションを受信するかを選択できます。

    • Scripter > Published Script > View (optional)

      この権限があれば、エージェントはスクリプトを確認できます。

統合を実行するには、以下の項目が必要です。

  • An Internet browser (the latest version of Chrome, Firefox, Internet Explorer, Microsoft Edge, or Safari).

    To use WebRTC phones with the client, turn off pop-up blocker in your browser.

    Note: Internet Explorer, Microsoft Edge, and Safari do not support WebRTC phones or screen share.

    Internet Explorer users

    • You must enable third-party cookies. See Internet Explorer Settings in the Salesforce documentation for instructions.

    • Only run the integration in one browser tab. Otherwise, you will experience unexpected results in associations and interaction logs.

    For Salesforce browser requirements, see Recommendations and Requirements for All Browsers in the Salesforce documentation.

  • Salesforce licenses.
  • Per-user licenses for PureCloud (Communicate or higher).
  • Add-on licenses for the Salesforce integration.

    Salesforce で統合を使用する各組織では、1 人のユーザーにつき 1 件のアドオン ライセンスが必要です。例えば、1 人のユーザーが Salesforce で統合を使用する組織に属している場合、そのユーザーは 1 件のアドオン ラインセンスが必要です。ユーザーが Salesforce で統合を使用する 2 つの組織に属している場合、そのユーザーは 2 件のアドオン ラインセンスが必要です。

  • Access granted to the following Apex classes through a permission set in Salesforce:
    Note: This only applies to new Salesforce organizations starting with Winter ’19. Users of existing Salesforce organizations will see warnings but be unaffected. For more information, see Apex Class access for Open CTI.
    • purecloud.CustomCallCenterSettings
    • purecloud.PureCloudChatTranscriptService

      Access is only needed to this Apex class if you save chat transcripts.

    • purecloud.CTIContactSearchService

      Access is only needed to this Apex class if you use Contact Search to search Salesforce records. For more information, see Configure search in Salesforce.

  • The following permissions selected in PureCloud for agents:
    メモ:
    • Depending on where you access the permissions in PureCloud, the permission names appear in different formats.
    • The integration looks for permissions, not roles, assigned to a user in PureCloud. If the items controlled by permissions are not active for an agent, check the agent’s permissions

    • Integration > Salesforce > Agent 

      この権限があれば、クライアントがエージェントの Salesforce 組織に表示されます。

    • ACD Screen Share > Session > View (optional)

      This permission gives the agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window.

    • Analytics > Queue Observation > View (optional)

      この権限があれば、エージェントは、キューにアクセスするか、キューにインタラクションを転送する前に、キューの統計値を確認できます。

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent’s client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Outbound > Contact > View (optional)

      この権限があれば、エージェントはアウトバウンド ダイアリングの画面ポップを表示できます。

    • Routing > Agent > On Queue (optional)

      この権限があれば、「対応可能」がエージェントの クライアントにステータスとして表示されます。  

    • Routing > Queue > Join (optional)

      この権限があれば、エージェントはどのキューのメンバーであるかを見て、クライアントでどのキューからインタラクションを受信するかを選択できます。

    • Scripter > Published Script > View (optional)

      この権限があれば、エージェントはスクリプトを確認できます。

統合を実行するには、以下の項目が必要です。

  • An Internet browser (the latest version of Chrome, Firefox, Internet Explorer, Microsoft Edge, or Safari).

    To use WebRTC phones with the client, turn off pop-up blocker in your browser.

    Note: Internet Explorer, Microsoft Edge, and Safari do not support WebRTC phones or screen share.

    Internet Explorer users

    • Only run the integration in one browser tab. Otherwise, you will experience unexpected results in associations and interaction logs.

    For Zendesk-specific browser requirements, see Zendesk Support system requirements in the Zendesk documentation.

  • Zendesk licenses, including Zendesk Talk Partner Edition.

    For information about Zendesk Talk licenses, see the Zendesk website.

  • Per-user licenses for PureCloud (Communicate or higher).
  • The following permissions selected in PureCloud for agents:
    メモ:
    • Depending on where you access the permissions in PureCloud, the permission names appear in different formats.
    • The integration looks for permissions, not roles, assigned to a user in PureCloud. If the items controlled by permissions are not active for an agent, check the agent’s permissions

    • ACD Screen Share > Session > View (optional)

      This permission gives the agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window.

    • Analytics > Queue Observation > View (optional)

      この権限があれば、エージェントは、キューにアクセスするか、キューにインタラクションを転送する前に、キューの統計値を確認できます。

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent’s client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Outbound > Contact > View (optional)

      この権限があれば、エージェントはアウトバウンド ダイアリングの画面ポップを表示できます。

    • Routing > Agent > On Queue (optional)

      この権限があれば、「対応可能」がエージェントの クライアントにステータスとして表示されます。  

    • Routing > Queue > Join (optional)

      この権限があれば、エージェントはどのキューのメンバーであるかを見て、クライアントでどのキューからインタラクションを受信するかを選択できます。

    • Scripter > Published Script > View (optional)

      この権限があれば、エージェントはスクリプトを確認できます。

For more information about the integrations, see About the PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.