Users in Call Centers

User setup is handled in the Call Center. To locate the Call Center, navigate to
Setup → Call Centers.

There are 4 Call Centers as part of the Denali package. 1.0 and 2.0 refer to the version of the User Interface the Users will see. Clients who had previously installed an earlier version of the package may see different Call Center names. See our Call Center Guide for more details.

Lightning call centers work in Salesforce Lightning Experience, non-Lightning call centers work in Salesforce Classic. Due to Salesforce limitations, a User can be in Lightning or Classic, but not both at the same time.

Within the Call Center, you can view the number of users in the Call Center. Be sure that the total number of users in the Call Center never exceeds the number of Denali licenses provisioned to your company. Exceeding the number of licenses can cause loading issues.

To add and remove users from the Call Center, click the “Manage Call Center Users” button:

To remove a single user, click the “Remove” link next to their name. To remove multiple users at once, check the boxes next to their names and click the “Remove Users” button. To add users to the Call Center, click the “Add More Users” button:

“Add More Users” will bring up a page which allows you to  search for more users to be added. You can filter users by any field on the User record, then click the “Find” button. You can also leave all filter fields blank to display all users in your Salesforce org when clicking “Find”:

Salesforce will display all users that match the search criteria. To add users to the Call Center, check the box next to the user’s name and click the “Add to Call Center” button.

Note: If a user who is migrated to Lightning Call Center stops seeing leads in a campaign, it would be a good step to clear their Chrome browser's cookies and cache for all time. What can also help is to remove a user from the Call Center, and then add them back in.