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Table of Contents
maxLevel3

Link to the application

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

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Setup Call Сenter

Setup

Step - 1

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

Step - 2 

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

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Step - 3 

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You see a popup with two options:

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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 

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

Step - 2 

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

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Step - 3 

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

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Choose Classic Call Center and click Save.

Application Usage

Warning

Keep the Collaboration open while working with the app.

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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

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Note

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


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Call management 

Note

Call management is available starting from SalesForce Salesforce app v. 1.21.0. 


Make a Call

Warning

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:

  1. In the Application, click on the Phone button on the left-bottom corner
  2. Click on the dial-pad button on the right of the search bar
  3. 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
  4. Click Dial or press the Enter key on your keyboard 

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Making a Call Using Click-to-Dial

  1. Locate the number that you want to dial in a Сontacts, Accounts or Leads.
  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


Answer a Call

Warning

Keep Collaboration open while working with the app.

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To answer an incoming call, just press the green Handset button: 

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Transfer a Call 

  1. During a call, click on the Transfer icon

  2. Enter the contact name/ number 

  3. Select the contact from the list and click on the Arrow to transfer it

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Put a Call on Hold

  1. Click on the Hold icon during a call to put it on hold/ to resume it:

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Start a Call Recording

  1. During a call, click on the Recording icon to start/ stop the recording 

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End a Call 

  1. To end a call, press the red Handset button 

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