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Jul 31, 2021 22:47

Salesforce Classic Integration - 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: 

  • WMS version: 4.01 or higher
  • Wildix UC-Business or UC-Premium license 
  • Salesforce license with access to the Classic Platform
  • Activated Salesforce Payment Plan to set up Call Center, check the prices here
  • Your Salesforce domain should be whitelisted on the PBX

Created: June 2019

Updated: April 2021

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

The integration is available for the installation through the Salesforce AppExchange.

Call Сenter

Setup

Step - 1



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

Step - 2



  • Choose Advanced User Details subcategory
  • Press the Edit button
  • Scroll down to the 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 to Salesforce Lightning you also need to change 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 the 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 the app. 

Once you have 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 the 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 the error icon on the Address bar and change it.


Make a Call

Keep the Collaboration open while working with the application.

Currently there is no possibility to select a device from the list of all connected devices. The first device on the list has more priority. For example, if WP phone is the first, it has more priority over Collaboration. This means both devices would ring but the audio would be passed through a phone.

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.

Currently there is no possibility to select a device from the list of all connected devices. The first device on the list has more priority. For example, if WP phone is the first, it has more priority over Collaboration. This means both devices would ring but the audio would be passed through a phone.


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: Call Features.

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