Administrator requirements for the PureCloud embedded clients


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

Note: To use single sign-on, your single sign-on identity provider must allow the single sign-on redirect window to be embedded. Otherwise, the client does not load. You see a blank area on-screen and an error message in the console.

The following content applies to PureCloud for Chrome and PureCloud for Firefox.

To run the extension, you need the following items:

  • The latest version of Chrome or Firefox.
  • The PureCloud for Chrome or PureCloud for Firefox extension installed.
  • Per-user licenses for PureCloud (Communicate or higher).
  • The following permissions selected in PureCloud for agents:
    Notes:
    • Depending on where you access the permissions in PureCloud, the permission names appear in different formats.
    • The integration looks for permissions, not roles, assigned to a user in PureCloud. If the items controlled by permissions are not active for an agent, check the agent’s permissions

    • ACD Screen Share > Session > View (optional)

      This permission gives the agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window.

    • Analytics > Queue Observation > View (optional)

      This permission gives an agent the ability to see statistics for a queue before contacting the queue or transferring an interaction to the queue.

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent’s client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Outbound > Contact > View (optional)

      This permission gives an agent the ability to see screen pops for outbound dialing.

    • Routing > Agent > On Queue (optional)

      This permission causes On Queue to appear as a status in an agent’s client.  

    • Routing > Queue > Join (optional)

      This permission gives an agent the ability to see which queues the agent is a member of and select which queues to receive interactions from in the client.

    • Scripter > Published Script > View (optional)

      This permission gives an agent the ability to see a script.

To run the integration, you need the following items:

  • An Internet browser (the latest version of Chrome, Firefox, Internet Explorer, Microsoft Edge, or Safari).

    To use WebRTC phones with the client, turn off pop-up blocker in your browser.

    Note: Internet Explorer, Microsoft Edge, and Safari do not support WebRTC phones or screen share.

    Internet Explorer users

    • You must enable third-party cookies. See Internet Explorer Settings in the Salesforce documentation for instructions.

    • Only run the integration in one browser tab. Otherwise, you will experience unexpected results in associations and interaction logs.

  • Per-user licenses for PureCloud (Communicate or higher).
  • The PureCloud Embeddable Framework integration installed (private version only). See Add the integration.
  • An OAuth client added to your PureCloud organization (optional for private version). See Create an OAuth client.
  • The following permissions selected in PureCloud for agents:
    Notes:
    • Depending on where you access the permissions in PureCloud, the permission names appear in different formats.
    • The integration looks for permissions, not roles, assigned to a user in PureCloud. If the items controlled by permissions are not active for an agent, check the agent’s permissions

    • ACD Screen Share > Session > View (optional)

      This permission gives the agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window.

    • Analytics > Queue Observation > View (optional)

      This permission gives an agent the ability to see statistics for a queue before contacting the queue or transferring an interaction to the queue.

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent’s client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Integration > Custom Embeddable Framework > Agent (private deployment only)

      This permission allows agents to access any Private PureCloud Embeddable Framework integration.

    • Outbound > Contact > View (optional)

      This permission gives an agent the ability to see screen pops for outbound dialing.

    • Routing > Agent > On Queue (optional)

      This permission causes On Queue to appear as a status in an agent’s client.  

    • Routing > Queue > Join (optional)

      This permission gives an agent the ability to see which queues the agent is a member of and select which queues to receive interactions from in the client.

    • Scripter > Published Script > View (optional)

      This permission gives an agent the ability to see a script.

To run the integration, you need the following items:

  • An Internet browser (the latest version of Chrome, Firefox, Internet Explorer, Microsoft Edge, or Safari).

    To use WebRTC phones with the client, turn off pop-up blocker in your browser.

    Note: Internet Explorer, Microsoft Edge, and Safari do not support WebRTC phones or screen share.

    Internet Explorer users

    • You must enable third-party cookies. See Internet Explorer Settings in the Salesforce documentation for instructions.

    • Only run the integration in one browser tab. Otherwise, you will experience unexpected results in associations and interaction logs.

    For Salesforce browser requirements, see Recommendations and Requirements for All Browsers in the Salesforce documentation.

  • Salesforce licenses.
  • Per-user licenses for PureCloud (Communicate or higher).
  • Add-on licenses for the Salesforce integration.

    One add-on license is required per user for each Salesforce organization that uses the integration. For example, if a user is in one Salesforce organization that uses the integration, the user needs one add-on license. If a user is in two Salesforce organizations that use the integration, the user needs two add-on licenses.

  • Access granted to the following Apex classes through a permission set in Salesforce:
    Note: This only applies to new Salesforce organizations starting with Winter ’19. Users of existing Salesforce organizations will see warnings but be unaffected. For more information, see Apex Class access for Open CTI.
    • purecloud.CustomCallCenterSettings
    • purecloud.PureCloudChatTranscriptService

      Access is only needed to this Apex class if you save chat transcripts.

    • purecloud.CTIContactSearchService

      Access is only needed to this Apex class if you use Contact Search to search Salesforce records. For more information, see Configure search in Salesforce.

  • The following permissions selected in PureCloud for agents:
    Notes:
    • Depending on where you access the permissions in PureCloud, the permission names appear in different formats.
    • The integration looks for permissions, not roles, assigned to a user in PureCloud. If the items controlled by permissions are not active for an agent, check the agent’s permissions

    • Integration > Salesforce > Agent 

      This permission causes the client to appear in an agent’s Salesforce organization.

    • ACD Screen Share > Session > View (optional)

      This permission gives the agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window.

    • Analytics > Queue Observation > View (optional)

      This permission gives an agent the ability to see statistics for a queue before contacting the queue or transferring an interaction to the queue.

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent’s client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Outbound > Contact > View (optional)

      This permission gives an agent the ability to see screen pops for outbound dialing.

    • Routing > Agent > On Queue (optional)

      This permission causes On Queue to appear as a status in an agent’s client.  

    • Routing > Queue > Join (optional)

      This permission gives an agent the ability to see which queues the agent is a member of and select which queues to receive interactions from in the client.

    • Scripter > Published Script > View (optional)

      This permission gives an agent the ability to see a script.

To run the integration, you need the following items:

  • An Internet browser (the latest version of Chrome, Firefox, Internet Explorer, Microsoft Edge, or Safari).

    To use WebRTC phones with the client, turn off pop-up blocker in your browser.

    Note: Internet Explorer, Microsoft Edge, and Safari do not support WebRTC phones or screen share.

    Internet Explorer users

    • Only run the integration in one browser tab. Otherwise, you will experience unexpected results in associations and interaction logs.

    For Zendesk-specific browser requirements, see Zendesk Support system requirements in the Zendesk documentation.

  • Zendesk licenses, including Zendesk Talk Partner Edition.

    For information about Zendesk Talk licenses, see the Zendesk website.

  • Per-user licenses for PureCloud (Communicate or higher).
  • The following permissions selected in PureCloud for agents:
    Notes:
    • Depending on where you access the permissions in PureCloud, the permission names appear in different formats.
    • The integration looks for permissions, not roles, assigned to a user in PureCloud. If the items controlled by permissions are not active for an agent, check the agent’s permissions

    • ACD Screen Share > Session > View (optional)

      This permission gives the agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window.

    • Analytics > Queue Observation > View (optional)

      This permission gives an agent the ability to see statistics for a queue before contacting the queue or transferring an interaction to the queue.

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent’s client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Outbound > Contact > View (optional)

      This permission gives an agent the ability to see screen pops for outbound dialing.

    • Routing > Agent > On Queue (optional)

      This permission causes On Queue to appear as a status in an agent’s client.  

    • Routing > Queue > Join (optional)

      This permission gives an agent the ability to see which queues the agent is a member of and select which queues to receive interactions from in the client.

    • Scripter > Published Script > View (optional)

      This permission gives an agent the ability to see a script.

For more information about the integrations, see About the PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.