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Info

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
Salesforce license with access to the Lightning Platform
Activated Salesforce Payment Plan to set up Call Center, check the prices here

Created: June 2019

Updated: July 2022

Permalink: https://confluencewildix.wildixatlassian.comnet/wiki/x/CgCqAgVgvOAQ

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title	Features

Click-to-call
Incoming call popup
Outgoing call popup
Call history
Dialpad
Search Bar for contacts
Auto-detect existing contact and redirect to his page

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

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Warning

Important: Record types (used for Contacts) should be set up in Salesforce to be able to install Wildix Integration. See How to set up Record Types in Salesforce.

In case record types are not set, you may face the following issue when installing Wildix Integration:

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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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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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Once you choose the Phone Center you can access the application via App Launcher.

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The main page of the application contains Settings, Dial pad, History menus and search.

History

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List of previous calls with:

Phone number
Name of contact
Data of call
Duration of a call

Dialer settings

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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 app v. 1.21.0.

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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

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Making a Call Using Click-to-Dial

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

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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

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Put a Call on Hold

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

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Start a Call Recording

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

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End a Call

To end a call, press the red Handset button

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Add a new contact

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Note

Note: If there is just one record type, it is assigned to contacts by default. In case there are more than one record type, when creating a new contact, user needs to select type of record for the contact.

For example, when clicking New on the Contacts tab:

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New Version 24

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