Mar 04, 2021 07:08
This guide will lead you through the process of Salesforce Lightning integration usage, starting from a Softphone installation and activation, and ending with practical examples for call receiving.
Requirements:
- WMS version: 4.01 or higher
- Wildix UC-Business or UC-Premium license
- Installed WIService
- Salesforce license with access to the Lightning Platform
Created: June 2019
Updated: February 2021
Permalink: https://confluence.wildix.com/x/CgCqAg
Click-to-call
- Incoming call popup
Outgoing call popup
- Dialpad
- Search Bar for contacts
- Auto-detect existing contact and redirect to his page
Link to the application
The integration is available for the installation through the Salesforce AppExchange:
Setup Call Сenter
Setup
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 two options:
- Wildix Classic Call Center - will work only for Classic interface
- Wildix Lightning Call Center - will work only for Lightning version
Choose Wildix Lightning Call Center and click Save.
Switch
In order to switch for Salesforce Classic, you also need to choose Classic 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 for:
- Wildix Classic Call Center - will work only for Classic interface
- Wildix Lightning Call Center - will work only for Lightning version
Choose Classic Call Center and click Save.
Application Usage
Keep the Collaboration open while working with the app.
Once you choose the Phone Center you can access the application via App Launcher
The main page of the application contains tabs and modal window with dialer and search.
Dialer settings
- 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 the icon in the browser bar and change it
Call management
Call management is available starting from Salesforce app v. 1.21.0.
Make a Call
Keep Collaboration open while working with the app.
Making a Call by Dialing a Number Manually
To make a call with integration by manually dialing a number:
- In the Application, click on the Phone button on the left-bottom corner
- Click on the dial-pad button on the right of the search bar
- Enter the phone number that you want to dial by clicking the number buttons on the dial-pad, or by typing numbers in the search field with your keyboard
Click Dial or press the Enter key on your keyboard
Making a Call Using Click-to-Dial
- Locate the number that you want to dial in a Сontacts, Accounts or Leads.
- 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
Answer a Call
Keep Collaboration open while working with the app.
You can tell that you have an incoming call if you see a flashing red button near your tab name on the browser. It also plays the ringtone.
Details about the call, if any, are displayed just above the Answer button, and typically include the phone number of the caller and the number that the caller dialed to reach you. When the caller's phone number can be matched with a number in an existing Salesforce record, that record is also displayed in a new tab.
To answer an incoming call, just press the green Handset button:
Transfer a Call
During a call, click on the Transfer icon
Enter the contact name/ number
Select the contact from the list and click on the Arrow to transfer it
Put a Call on Hold
Click on the Hold icon during a call to put it on hold/ to resume it:
Start a Call Recording
During a call, click on the Recording icon to start/ stop the recording
End a Call
To end a call, press the red Handset button