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Upgrade Guide for Flex-Zendesk



Upgrading Click-to-Dial to Native Outbound

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If you have been using our Flex-Zendesk Integration, you might remember deploying Functions(link takes you to an external page) to your Account. The Functions-based click-to-dial implementation can now be moved to a Native Outbound Dialing(link takes you to an external page) implementation. This provides the following benefits:

  • Take advantage of the increased stability and scale of the Flex platform
  • Gain access to additional features as they are rolled out for Outbound Dialing

Note: If you are configuring the ZD plugin for the first time, then you will get the native implementation by default. You will not see the option to perform a migration, and you just need to ensure that the following prerequisites are satisfied.

Prerequisites

Upgrade Steps

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1) Enable Native Outbound Dialing on your Account

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Enable and configure the Flex Dialpad via the Twilio console(link takes you to an external page),

Configure the Flex Dialpad.

Navigate to the Zendesk Integration(link takes you to an external page) in the Flex Admin:

  • A 'Migrate' button will be visible within the Salesforce configuration page.
  • Click 'Migrate'. This will update the integration to rely on the Flex Dialpad.
  • After completing the migration, you will be unable to revert to the Functions-based approach.
Twilio_Flex (1).

After completing the migration, we recommend taking the following steps to clean up your environment:

  • The Twilio Functions related to the Salesforce integration are no longer needed and can be removed
  • The TaskRouter Workflow filter for function-based click-to-dial is no longer needed. We recommend removing that filter.
  • The outbound caller ID and voice recording option will no longer be configured within Flex Admin. You'll use the Twilio console(link takes you to an external page) instead.

Upgrade to Generally Available version

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Note: You are using the beta integration if you downloaded and deployed plugin-flex-zendesk-integration to your Flex Application yourself.

Upgrading from the beta release requires the following steps:

  1. Make a note of entries in your zdConfig.js file - you will need these values when configuring the GA version of your Flex-Zendesk Integration
  2. Navigate to Runtime>Assets(link takes you to an external page) in your Twilio Console to delete the plugin (i.e. Beta version).
  3. Delete the Functions created in the above steps by navigating to Runtime>Functions(link takes you to an external page) .
  4. Follow the steps described in the Setup .

[Deprecated] Setting up Click-to-Dial using Functions

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Create Twilio Functions for Outbound Calling

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Navigate to the Flex-Zendesk integration template in the Twilio Console(link takes you to an external page) and click Create.

Close the window once the functions are created and visible in Runtime>Functions(link takes you to an external page).

Set up TaskRouter for Outbound Calling

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You need to configure TaskRouter to ensure that we only route the call to the worker that clicked the phone number. To do this, you'll need to create a routing rule.

Navigate to TaskRouter Workspace(link takes you to an external page) and go to the Workflow that you are using for the Outbound Call. Then, add a filter as shown in the following screenshot:

outbound_TR_Filter.width-1600.

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