Salesforce Classic 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 Classic Integration - User Guide - English</span>



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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: October 2020

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


  • 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

Step - 2


Step - 3


You see a popup with two options:

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

Step - 2


Step - 3


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

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

Phone

This tab is opening automatically if you have a call

History

List of previous calls with:

Dialer settings

Application has two checkboxes


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.

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).

Making a Call by Application

  1. Go to the Menu tab.
  2. Search for the right contact.
  3. Call it by pressing.

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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