Background: This article has been created to guide support agents in using the Digital First Omnichannel (DFO) environment’s softphone, which is integrated within Salesforce. This helps to ensure all agents can efficiently manage Calls, Chats, and Email Interactions.

Any issues with the DFO Softphone, such as dropped calls, connectivity problems, sound issues, system crashes, or failed calls, should be reported to the CXone Support Team.

Click Here to report an Issue

Table of Content:

Logging into the DFO System:

Step	Action

Step	Action
1	Open Salesforce and navigate to the Service Console
2	In the lower left corner, locate and clik on the “Phone” Icon
3	Click on “Log in”, which will prompt a new window to enter your password
4	After entering your password, select “Integrated Softphone” and then “Launch”
5	Upon Login, the “Contact History” page will be the first thing you will see This area displays all past interactions (Chats, calls, emails) You can click on any contact to view the disposition notes, call duration and other details for each interaction If the interaction was a phone call, there is an option to “Redial” directly from this section

Navigating the DFO Interface:

Icons/Tabs	Reference

Icons/Tabs	Reference
Help	Provides self-learning resources
Notification Bell	Displays notifications for missed interactions when you are in a different screen or scheduled follow ups
User Profile	It shows your Initials and displays your current status and a status timer Here you can select a new status or Log Out
Search	Enables you to search for interactions by keyboards, customer names, and threads For quick reference to past activities You can filter by: Interactions Messages Customers and Threads
Queue	Shows the number of contacts currently in queue for the skills assigned to you, including: Digital: Digital queue contacts based on your skillset Inbound Voice: Voice interactions waiting in queue Voicemail: Number of voicemail messages Work Item: Displays any work-related tasks assigned to you
Directory	Allows you to Look up contacts for partner organizations (Omnidian , Launch) Search for other agents or Skill groups Type in an agent’s name to display their profile, allowing you to call or star them as favorite contact
Schedule	This will provide Your Schedule work hours Options to schedule a commitment for a customer callback
Schedule	If an Outbound Commitment Call is required you will have 2 ways to do it: Through the phone task bar: Click on the 3 dots next to the phone interaction and select the “Add Commitment” Option Once in there; select whether it needs to be assigned to you or to a skill, and then complete the following: First Name & Last Name Contact Phone Number Time (Date and Hour) Time Zone (Make sure it says Eastern Time (US & Canada)) Notes Then Click on Save Through the Schedule Tab: Click on the “Schedule” Tab Then Select the Calendar Icon and click on “Commitment” Once in there; select whether it needs to be assigned to you or to a skill, and then complete the following: First Name & Last Name Contact Phone Number Time (Date and Hour) Time Zone (Make sure it says Eastern Time (US & Canada)) Notes Finally Click on Save
WEM	You must use this option to access: Evaluation Plans Recent Interactions Coaching Sessions This tab will also allow you to expand the view for a larger display
Settings	Login & Voice Preferences: Adjust Volume Ringtone Select a Secondary Ringtone (If desired (i.e: Sound from the laptop in addition to the headset)
	A/V Notifications: Enable audio notifications (disabled by default) to alert you when an interaction ends You can also customize notification sounds
	Display & Accessibility: Customize the display (Including switching to a 24 hour format and enabling keyboard shortcuts for easier navigation
	Information: Check Network status (Preferably green to avoid telephony issues) View Agent details such as user, name and ID
	Agent Skills: Review the skills assigned to you as an agent
Reporting	This will show an overview of your performance, metrics and productivity stats.
More	Here you will be able to customize icon order Use the three lines at the end of the icons to reorganize the icon order or add additional icons to the top bar

Email Interactions:

⚠︎ Error when using the “Pop Out” Feature ⚠︎

⚠︎ Error when using the “Pop Out” Feature ⚠︎
When you expand the softphone using the “Pop Out” Icon, the system will automatically set your status to “Unavailable”. If on an active contact, you will be able to complete the interaction even in an unavailable state. You will need to manually change your status back to “Available”
This error will be resolved in upcoming updates
Reference Image:

Accepting Emails:

Step	Action

Step	Action
1	When an Email arrives. click “Accept” on the prompt
1
2	The Email content and Customer details will appear in the Softphone
3	If attachments are included, Download if needed

Responding Emails:

Step	Action

Step	Action
1	Click “Reply” to draft your response
2	You should be able to see the following: To: Customer’s Email Address From: Support Email Channel Subject: Original Email Subject
3	Write your response You cannot send an empty Email. The “Send Message” button will remain greyed out until a both subject and text are entered
3	DO NOT INCLUDE EMOJIS under any circumstances
5	If Attachments are needed, use the “Attach Files” Icon or Drag files directly into the email The agent can also copy and paste screenshots into an email
6	Once you are done click on “Send Message” to send your response
7	To close the Interaction Click the 3 dots next to “View Details” and select “Outcome”
8	Update the status:
9	Add Disposition Category and Notes Then click on “Save”
10	Finally, click the 3 dots next to “View Details” and select “Unassign & Dismiss” to remove the email from your active inbox

Following up on a pending email:

Step	Action

Step	Action
1	Navigate to the “Search” Icon located in the interface
2	Next to the search box, locate the “Filter” option Select “Status” and choose “Pending” from the dropdown menu
3	In the Inbox assignee field, select your name If you remember the timeframe of the interaction. customize the Date Range to narrow the results Then click on “Apply” to view all pending emails assigned to your name
4	Review the list of results and identify the email thread that needs follow up or reply
5	Click on the 3 dots next to the “View Details” option of the selected email Select “Assign to me” to reassign the email
6	Once the Email is reassigned, proceed to reply to the Email thread as needed

Transferring Emails:

Step	Action

Step	Action
1	Click the 3 dots next to “View Details” Then select “Consult/Transfer”
2	Search for the Agent, Skill, or team in the transfer window
3	Once you locate the correct option; click “Transfer”
4	A pop up will confirm the successful transfer

Generating a Task for Outbound Email Interactions:

Previously, when handling an outbound Email Interaction, the system did not allow us to generate tasks and link them to the Email. However, due to a recent update, this functionality is now available.

As part of the process follow these steps:

Step	Action

Step	Action
1	Is the Outbound Email Interaction related to a Case or Something else?	Related To a Case: Go to Step 2 Something Else: Go to Step 3
2	OB Email Interaction Related to a Case
	If the Interaction is related to a Case then access the Case Once inside the case; go to the “Feed: section and select the “New Task” tab Then click on “Create New”
	Complete the following Fields: Subject: Title Status: Completed Assigned To: This will automatically be populated with your user account Due Date: Set this to the date the Outbound Email is being sent Comments: Include the CXone Interaction ID and a brief description of the Outbound Email Name: Customer’s Name Finally; Click “Save”
3	OB Email Interaction Related to something Else:
	If the OB Email Interaction is not related to a Case but another reason; then navigate to the customer’s Contract Level in SalesForce and click on the “New Task” tab
	Complete the following fields: Subject: Title Status: Completed Assigned To: This will automatically be populated with your user account Due Date: Set this to the date the Outbound Email is being sent Comments: Include the CXone Interaction ID and a brief description of the Outbound Email Finally; Click “Save”

Chat Interactions:

⚠︎ Error when using the “Pop Out” Feature ⚠︎

⚠︎ Error when using the “Pop Out” Feature ⚠︎
When you expand the softphone using the “Pop Out” Icon, the system will automatically set your status to “Unavailable”. If on an active contact, you will be able to complete the interaction even in an unavailable state. You will need to manually change your status back to “Available”
This error will be resolved in upcoming updates
Reference Image:

Accepting and Managing Chats

Step	Action

Step	Action
1	When a chat is assigned, click “Accept”
2	If the customer is recognized by the system, their details will automatically populate in Salesforce If not: You will need to manually search for their information using the global search
2	The chat window will display
3	Respond to the customer’s messages in the chat window. A chat can be sent by either pressing “enter” or the “Send Message” icon.
	You Can: Attach Files using the “Attachment” Icon
	You Can: Add internal notes if needed by clicking the “Add notes” Icon in the lower right corner. The customer will not see these notes.
	You Can: Copy and Paste screenshots directly into the chat
4	To close the chat Click the 3 dots next to “View Details” and select “Outcome” Always mark chats as “Closed” Add the appropriate Disposition and Disposition Notes
4	Click the 3 dots Again and select “Unassign & Dismiss” to remove the interaction from your queue

Handling Multiple Chats Simultaneously

Step	Action

Step	Action
1	If a new chat arrives while you are handling another: Click “Accept” so the new chat will open in a separate tab on the left hand column
2	A red notification bubble will indicate pending messages in other chats
3	Respond to chats promptly while managing all active interactions
4	To close the chat Click the 3 dots next to “View Details” and select “Outcome” Always mark chats as “Closed” Add the appropriate Disposition and Disposition Notes
5	Click the 3 dots Again and select “Unassign & Dismiss” to remove the interaction from your queue

Transferring Chats:

Step	Action

Step	Action
1	Click the 3 dots next to “View Details” Then select “Consult/Transfer”
2	Search for the Agent, Skill, or team in the transfer window
3	Once you locate the correct option, click “Transfer”
4	A pop up will confirm the successful transfer

Sending an Outbound Email during a Chat Interaction:

While you are handling a Chat interaction you might encounter the need of sending an outbound email to the customer, to do that simply follow the next steps:

Step	Action

Step	Action
1	Locate the icon next to your chat interaction tab and click on it
2	Once Selected, Type the Homeowner’s Email Address and then select the “Homeowner Email” Channel
3	Then the new Outbound Email Window will appear and you just need to proceed with the Email baed on the responding Emails Procedure
3

Phone Interactions:

⚠︎ Error when using the “Pop Out” Feature ⚠︎

⚠︎ Error when using the “Pop Out” Feature ⚠︎
When you expand the softphone using the “Pop Out” Icon, the system will automatically set your status to “Unavailable”. If on an active contact, you will be able to complete the interaction even in an unavailable state. You will need to manually change your status back to “Available”
This error will be resolved in upcoming updates
Reference Image:

Inbound Calls

Step	Action

Step	Action
1	When a call comes in, click “Accept”
2	If the customer’s information appears automatically, verify it. Otherwise, search manually in Salesforce
3	During the call, use the Taskbar for Options like Hold Mute Mask Consult/Transfer Keypad Hung Up Outcome
4	After Ending the Call Click “Outcome” in the Taskbar Update the Status and Disposition notes Then complete the process by saving the interaction

Outbound Calls:

Step	Action

Step	Action
1	Open the Softphone and Click the icon
2	Enter the phone number or Agent’s name
3	Select “Voice Call”
4	Select the appropriate skill channel
5	Click “Call” to initiate the interaction

Transferring a Phone Call:

Step	Action

Step	Action
1	Locate the Taskbar below and click on the Icon
2	Enter the phone number, Agent’s name or Queue channel
3	Select “Voice Call” and the appropriate Skill Channel
4	Click “Call” to initiate the interaction

Sending an Outbound Email during a Phone Interaction :

While you are handling a Phone interaction you might encounter the need of sending an outbound email to the customer, to do that simply follow the next steps:

Step	Action

Step

Action

1

Locate the Icon on the left hand side bar and then:
- type the HO’s Email Address in the Search bar
- Make sure the dropdown menu shows “All”
- Then click on “EMAIL”
  - Once you clicked on “Email” Select the “Homeowner Email” Channel

2

Then the new Outbound Email Window will appear and you just need to proceed with the Email baed on the Responding Emails Procedure

Voicemails

Background: This outlines how to efficiently handle customer voicemails and outbound (OB) emails. It includes steps for retrieving voicemails, responding to customers, documenting interactions, and managing OB emails.

STEP	ACTION

STEP	ACTION
1	Voice message is routed automatically via CXone platform When a call comes in, click “Accept” Listen to the Voicemail Listen carefully to the message and take note of the following: Customer’s name Phone number Reason for their call Any additional details provided
2	Locate the Customer’s Phone Number in Salesforce (SF) If the phone number is found: Open the customer’s contact record. Check for any existing open cases. If a case exists, update it with the voicemail details. Proceed to Step 3 If the phone number is NOT found: Search by customer’s name or email (if available in the voicemail). If still not found, proceed to Step 4.
3	Document the Concern Log the voicemail details in the Salesforce case, including: Summary of the voicemail. Customer’s request or issue. Any relevant case updates. Proceed to Step 4.
4	Create a Commitment and Assign to the Queue Determine the appropriate queue for case assignment based on the nature of the concern. Create a commitment in DFO CXone by scheduling the follow-up action between 12pm - 8pm EST (callback). Assign the case to the relevant queue for further handling.	If an Outbound Commitment is required you will have 2 ways to do it: Through the voicemail task bar: Click on the 3 dots next to the voicemail interaction and select the “Add Commitment” Option Once in there, select whether it needs to be assigned to you or to a skill, and then complete the following: First Name & Last Name Contact Phone Number Time (Date and Hour) Time Zone (Make sure it says Eastern Time (US & Canada)) Notes Then Click on Save Through the Schedule Tab: Click on the “Schedule” Tab Then Select the Calendar Icon and click on “Commitment” Once in there, select whether it needs to be assigned to you or to a skill, and then complete the following: First Name & Last Name Contact Phone Number Time (Date and Hour) Time Zone (Make sure it says Eastern Time (US & Canada)) Notes Finally Click on Save
5	Outcome the VM & Discard Interaction Outcome the voicemail in Salesforce to indicate the appropriate action taken. Discard the voicemail once all necessary actions have been completed.

Dispositions and Notes:

Dispositions are statuses that apply to any phone, chat and email interaction. Agents are required to apply a disposition to all calls, chats and email as part of their after-call work.

Step	Action

Step	Action
1	When the call/chat/email ends, the agent’s status will default to UNAVAILABLE Wrap Up
2	IF Phone:
	Click “Outcome” in the Taskbar Update the Status and Disposition notes Then complete the process by saving the interaction Leave a note with a summary of the interaction:
	IF Chat or Email:
	Click the 3 dots next to “View Details” and select “Outcome” Always mark chats as “Closed” Add the appropriate Disposition and Disposition Notes Leave a note with a summary of the interaction:
3	The agent’s status will automatically change back to available.

DFO environment & Softphone Usage

Table of Content:

Logging into the DFO System:

Navigating the DFO Interface:

Help

Notification Bell

User Profile

Search

Queue

Directory

Schedule

Through the phone task bar:

Through the Schedule Tab:

WEM

Settings

Reporting