Connection settings for Salesforce

Field	Configuration
ACD Name	Enter a unique name for the ACD.
Consumer Key	Enter your Salesforce Consumer Key.
Consumer Secret	Enter your Salesforce Consumer Secret.
Domain URL	Enter the domain URL of your Salesforce instance.
Calabrio Configuration
User Name	Your Calabrio ONE service account username. This service account is also referred to as your tenant administrator account or API user account. This is required for uploading data to the correct tenant. A system administrator needs to create this account, and the account must reside in your tenant system. This tenant administrator account also needs to be given the correct permissions to upload data. Contact Calabrio Support for assistance with creating this tenant administrator account. See Create an API user and Manage roles and permissions for more information. IMPORTANT If you change your Calabrio ONE username, then you must immediately make the same change to this field.
Password	The Calabrio ONE service account password. IMPORTANT If you change your password, then you must immediately make the same change to this field.
Products Enabled
Quality Management	Indicates Quality Management has been purchased as a Calabrio ONE product. Calabrio ONE offers support for Salesforce voice and digital channels.
Voice	(Read-only) Disabled by default.
Digital (Chat, SMS, Email, Social)	Enables digital channel support for chat, SMS, and email channels.
Metadata Mapping
Metadata Mapping	(Optional) Allows you to map Salesforce metadata to custom metadata labels in Calabrio ONE. Salesforce metadata values are synced with Salesforce contacts into Calabrio ONE. The Salesforce metadata values are mapped to metadata labels you create in Metadata Manager (located at Application Management > QM > QM Configuration > Metadata Manager). You can use metadata to add a variety of trackable information to a contact in Calabrio ONE after you successfully map the metadata. Metadata fields are in the Contact Information tab on the Media Player page (Interactions > open a contact). You can view, edit, or delete a metadata field from your system.
Enable RTE Messaging for Screen Recording
Enable RTE Messaging for Screen Recording	Not applicable for this integration. Allows you to record the screens of Salesforce users who are configured for screen recording in Calabrio ONE.
Metadata Language Mapping
Metadata Language Mapping	This section appears when you select Digital in the Products Enabled section. Here, you can set the custom metadata that assigns a language to a text-based contact like an email or a chat message. The metadata options available come from the Metadata Mapping section. Calabrio ONE uses a text contact’s language to find results when you use the Text Search filter on the Interactions page. Calabrio ONE assigns a language to a text-based contact using the following information, in this order: A language that is already assigned to the contact when it is imported into Calabrio ONE. A language assigned to a custom metadata field that you configure here (the Metadata Language Mapping section). The fallback language that you configure in the Fallback text language section below. The default language (English).
Fallback Text Language
Fallback Text Language	This section appears when you select Digital in the Products Enabled section. Select the language to assign to text contacts if they do not have an associated language when they are imported into Calabrio ONE and do not have a metadata value as defined in the Metadata Language Mapping section above. Calabrio ONE uses a text contact’s language to find results when you use the Text Search filter on the Interactions page. Calabrio ONE assigns a language to a text-based contact using the following information, in this order: A language that is already assigned to the contact when it is imported into Calabrio ONE. A language assigned to a custom metadata field that you configure in the Metadata Language Mapping section above. The fallback language that you configure here (the Fallback text language section). The default language (English).
Ingestion Limits
Peak Hours Schedule	Specify the time range when your organization experiences the highest volume of activity. During this period, the system applies the lower ingestion limits you configure to help prevent exceeding the Salesforce limit of 11,000 concurrent conversations. Setting accurate peak hours ensures that contact ingestion automatically adjusts to protect system performance during your busiest times.
Peak Traffic Limit	Define the maximum number of contacts that can be ingested during your organization’s peak activity period. This lower limit helps ensure that sufficient capacity remains available for live conversations when agent demand is highest. BEST PRACTICE Use a low number to protect system performance in Salesforce.
Non-Peak Traffic Limit	Specify the maximum number of interactions that can be ingested during periods of lower agent activity. This higher limit allows the system to maximize interaction ingestion when demand on live interaction capacity is reduced. BEST PRACTICE Use a higher number than the peak traffic limit.

ACD Name

Enter a unique name for the ACD.

Consumer Key

Enter your Salesforce Consumer Key.

Consumer Secret

Enter your Salesforce Consumer Secret.

Domain URL

Enter the domain URL of your Salesforce instance.

Calabrio Configuration

User Name

Your Calabrio ONE service account username. This service account is also referred to as your tenant administrator account or API user account. This is required for uploading data to the correct tenant. A system administrator needs to create this account, and the account must reside in your tenant system. This tenant administrator account also needs to be given the correct permissions to upload data.

Contact Calabrio Support for assistance with creating this tenant administrator account.

See Create an API user and Manage roles and permissions for more information.

IMPORTANT If you change your Calabrio ONE username, then you must immediately make the same change to this field.

Password

The Calabrio ONE service account password.

IMPORTANT If you change your password, then you must immediately make the same change to this field.

Products Enabled

Quality Management

Indicates Quality Management has been purchased as a Calabrio ONE product. Calabrio ONE offers support for Salesforce voice and digital channels.

Voice

(Read-only) Disabled by default.

Digital (Chat, SMS, Email, Social)

Enables digital channel support for chat, SMS, and email channels.

Metadata Mapping

(Optional) Allows you to map Salesforce metadata to custom metadata labels in Calabrio ONE. Salesforce metadata values are synced with Salesforce contacts into Calabrio ONE. The Salesforce metadata values are mapped to metadata labels you create in Metadata Manager (located at Application Management > QM > QM Configuration > Metadata Manager).

You can use metadata to add a variety of trackable information to a contact in Calabrio ONE after you successfully map the metadata. Metadata fields are in the Contact Information tab on the Media Player page (Interactions > open a contact). You can view, edit, or delete a metadata field from your system.

Enable RTE Messaging for Screen Recording

Not applicable for this integration. Allows you to record the screens of Salesforce users who are configured for screen recording in Calabrio ONE.

Metadata Language Mapping

This section appears when you select Digital in the Products Enabled section. Here, you can set the custom metadata that assigns a language to a text-based contact like an email or a chat message. The metadata options available come from the Metadata Mapping section.

Calabrio ONE uses a text contact’s language to find results when you use the Text Search filter on the Interactions page.

Calabrio ONE assigns a language to a text-based contact using the following information, in this order:

A language that is already assigned to the contact when it is imported into Calabrio ONE.
A language assigned to a custom metadata field that you configure here (the Metadata Language Mapping section).
The fallback language that you configure in the Fallback text language section below.
The default language (English).

Fallback Text Language

This section appears when you select Digital in the Products Enabled section. Select the language to assign to text contacts if they do not have an associated language when they are imported into Calabrio ONE and do not have a metadata value as defined in the Metadata Language Mapping section above.

Calabrio ONE uses a text contact’s language to find results when you use the Text Search filter on the Interactions page.

Calabrio ONE assigns a language to a text-based contact using the following information, in this order:

A language that is already assigned to the contact when it is imported into Calabrio ONE.
A language assigned to a custom metadata field that you configure in the Metadata Language Mapping section above.
The fallback language that you configure here (the Fallback text language section).
The default language (English).

Ingestion Limits

Peak Hours Schedule

Specify the time range when your organization experiences the highest volume of activity. During this period, the system applies the lower ingestion limits you configure to help prevent exceeding the Salesforce limit of 11,000 concurrent conversations. Setting accurate peak hours ensures that contact ingestion automatically adjusts to protect system performance during your busiest times.

Peak Traffic Limit

Define the maximum number of contacts that can be ingested during your organization’s peak activity period. This lower limit helps ensure that sufficient capacity remains available for live conversations when agent demand is highest.

BEST PRACTICE Use a low number to protect system performance in Salesforce.

Non-Peak Traffic Limit

Specify the maximum number of interactions that can be ingested during periods of lower agent activity. This higher limit allows the system to maximize interaction ingestion when demand on live interaction capacity is reduced.

BEST PRACTICE Use a higher number than the peak traffic limit.