Salesforce Installation Guide¶
The Skybox Integrated eXperience (SiX) is a web-based CXone agent that handles all CXone contact types including Email, Chat, Phone, Voicemail, and Work Items. It is embedded in Salesforce by leveraging Salesforce’s OpenCTI framework.
Quick Start Installation¶
Follow these steps to quickly install and configure the SiX Agent in your Salesforce organization.
1. Search in the Salesforce AppExchange¶
Search for the SiX Agent for RingCentral (or Skybox SiX) application in the Salesforce AppExchange.
2. Click on Get It Now¶
Click the Get It Now button to start the installation process.
3. Click Confirm and Install¶
Click the Confirm and Install button and log in with your production org credentials.
4. Install Application¶
Acknowledge that the application will make calls to external services (CXone RESTful services). On completion, the application will display in the Installed Packages section of Salesforce.
Configuration Overview¶
Once installed, follow these guides to complete the configuration:
- Assign Salesforce Licenses: Enable users to access the application.
- Add OpenCTI Softphone: Add the softphone utility to your Salesforce Apps.
- Import Call Center: Define the softphone behavior and assign users.
- Setup Screen Pops: Configure automatic record opening.
- Task Logging: Memorialize interactions as Salesforce Tasks.
- Lightning Message Channel: Use custom events with LWC and Visualforce.
License Manager
Don't forget to also register your CXone Business Unit in the Advanced Administrator AAC section.