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Nov 18, 2019 05:57

Salesforce Classic Integration 1.0 - User Guide - English

This guide will lead you through the process of Salesforce Classic integration usage, starting from a Softphone installation and activation, and ending with practical examples for call receiving.  

Requirements

Created: June 2019

Updated: November 2019

Permalink: https://confluence.wildix.com/x/XQCqAg

Features
  • Click-to-call

  • Call History
  • Search Bar for the contacts
  • Auto-detect existing contact and redirect to his page


Link to the application

You must uninstall the previous version before the manual update

You need to get the application from this link

Choose these states of radio buttons:

  • Rename conflicting components in the package
  • Install for All Users

And press Install. This process may take several minutes

Call Сenter

Setup

Step - 1

  • 1 - Click on your Profile name
  • 2 - Go to My Settings page

Step - 2


  • Choose Advanced User Details subcategory
  • Press the Edit button
  • Scroll down to Call Center field and press the Magnifier button

Step - 3


You see a popup with two options:

  • Wildix Classic Call Center - will work only for Classic interface
  • Wildix Lightning Call Center - will work only for Lightning version

Choose WIldix Classic Call Center and click Save.

Switch


In order to switch for Salesforce Lightning you also need to choose Lighten Call Center.  

Step - 1

  • 1 - Click on your profile
  • 2 - Go to the Settings page

Step - 2


  • Choose Advanced User Details subcategory
  • Press the Edit button
  • Scroll down to Call Center field and press the Magnifier button

Step - 3


You see a popup with only one option. Click on Clear Search Results to get:

  • Wildix Classic Call Center - will work only for Classic interface
  • Wildix Lighten Call Center - will work only for Lightning version

Choose Lighten and click Save

Application Usage

Keep Collaboration open while working with app

Once you ended the setup process you can access the application on the left side of the page from all tabs except Reports and Dashboards



The application contains four tabs:

Menu

Main tab of application

  • Search bar for Contacts
  • Search Results with contacts info and Click-to-call function

Phone

This tab is opening automatically if you have a call

  • Shows caller info 
  • Suggest to add in the contact list

History

List of previous calls with:

  • Phone number
  • Name of contact
  • Data of call
  • Duration of a call

Dialer settings

Application has two checkboxes

  • Enable auto-opening of found contacts
  • Enable auto-opening of found contacts when receiving an incoming call


By default, Google Chrome does not allow pop-ups. Click on error icon on the Address bar and change it


Make a Call

Keep the Collaboration open while working with the application

Making a Call by Click-to-Dial

  1. Locate the number that you want to dial in the Contact Page.
  2. Click the button or the number. The number is automatically dialed in the softphone (Collaboration application).
    • A number that has already been clicked cannot be clicked again for five seconds.
    • The  button does not appear next to fax numbers.
    •  icon displays if you have trouble with connection to collaboration

Making a Call by Application

  1. Go to the Menu tab.
  2. Search for the right contact.
    • By using the search bar.
    • By choosing from previous calls.
  3. Call it by pressing.
    • Action icon.
    • Contact name.
    • Contact number

Answer a Call

Keep the Collaboration open while working with the application


For accepting an incoming call you have to open Collaboration. A call dialog window is displayed when there is an incoming call: 

  1. To answer a call: click the green Handset icon

  2. To decline a call: click the Hang up (red) icon

You can set up automatic call forwarding based on user status (available, DND, away) and call type (internal, external, whitelist, blacklist). See chapter: Features.

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