Getting started

Jabra for Salesforce requires several components for operation.

Installation

Install all software specified in the requirements of Jabra for Salesforce:

  • on the agent's computer
  • in your Salesforce org

Verify that you use a supported Jabra headset for the agent's computer.

Assign Permission Sets

Assign following permission sets in Salesforce to relevant users:

User Role Description
Jabra Admin Assign to administrators of the app.
Jabra User Assign to users of the app.

Configure Jabra Settings

Jabra Settings for Salesforce
The integration requires specific settings for Jabra.

Change the configuration like this:

  1. Go to Setup→Custom Code→Custom Settings.
  2. Go to JabraSettings and click Manage.
  3. Go to Default Organization Level Value and click New. This will display the list of predefined settings.
  4. Configure settings to following recommended values:
Setting Recommended value Description
Actual dB level - high background noise 55 dB Threshold for Conversation Coach.
Actual dB level- medium background noise 45 dB Threshold for Conversation Coach.
Seconds for long crosstalk 4 seconds Threshold for Conversation Coach.
Seconds for short crosstalk 2 seconds Threshold for Conversation Coach.
Seconds of silence 5 seconds Threshold for Conversation Coach.
Show logging in console [  ] Leave checkbox un-checked as a default setting. Check it only if you require logs for troubleshooting.
Amazon Connect CCP URL Leave this field blank. This is a deprecated setting.

Configure how Jabra features are displayed to the user

A. Add Utility Items

Add Jabra features to utility bar in relevant Lightning Console Apps.

B. Add Call Control

Do this:

  1. Go to Setup→App Manager and edit the app where you want the Jabra features installed
  2. Go to Utility→Items
  3. Search for VisualForce
  4. Select the page JabraCallControlForAmazonConnect from the search results
  5. Make sure that this checkbox is checked: [x] Start automatically
  6. Define the icon size as 340x240 pixels
  7. Make sure that this checkbox is un-checked: [ ] Show label
  8. Set Height to 150 pixels

C. Add Conversion Coach (optional)

Do this:

  1. Go to Setup→App Manager and edit the app where you want the Jabra features installed
  2. Go to Utility→Items
  3. Search for ConversationCoach
  4. Make sure that this checkbox is checked: [x] Start automatically
  5. Define the icon size as 340x240 pixels

Now these Jabra features as available for the user.

Configure the Domain

You have to configure your Salesforce URL in Amazon Connect.

A. Look up the Salesforce URL

Do this:

  1. Open Salesforce
  2. Go to Setup→Visualforce Pages
  3. Locate the page JabraCallControlForAmazonConnect
  4. Click the "arrow-out" icon next to the page entry for JabraCallControlForAmazonConnect
  5. The syntax of the displayed URL may be similar to one of the following patterns:
    • https://mySalesforceDomain--jabra.vf.force.com/123/xyz
    • https://mySalesforceDomain--jabra.visualforce.com/123/xyz
    • https://mySalesforceDomain--jabra.salesforceInstance.visual.force.com/123/xyz
  6. Copy only the domain part of the displayed URL (including protocol):
    • https://mySalesforceDomain--jabra.vf.force.com
    • https://mySalesforceDomain--jabra.visualforce.com
    • https://mySalesforceDomain--jabra.salesforceInstance.visual.force.com

This is your URL as required for Amazon Connect configuration.

B. Add your Salesforce URL to Amazon Connect

Do this:

  1. Go to Amazon Connect console
  2. Add your URL as an Approved origin

Now your integration of Jabra for Salesforce is completed.