Salesforce Lightning is a component-based framework for app development from Salesforce.com. With the Wildix integration, it is possible to reach even more advantage of combining the best CRM and VoIP solutions.


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<span class="page-title-pdf">Salesforce Lightning Integration - User Guide - English</span>



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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

Created: June 2019

Updated: July 2020

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

Step - 2


Step - 3


You see a popup with two options:

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

Step - 2


Step - 3


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

Choose Classic Call Center and click Save

Application Usage

Keep the Collaboration open while working with 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


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


Make a Call

Keep Collaboration open while working with the application

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.


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).


Answer a Call

Keep Collaboration open while working with the application


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 button


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