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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 |
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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:
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Choose Wildix Classic Call Center and click Save.
Switch
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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:
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Choose Lighten and click Save
Application Usage
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Keep Collaboration open while working with the app. |
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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
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Note |
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By default, Google Chrome does not allow pop-ups. Click on the error icon on the Address bar and change it. |
Make a Call
Warning |
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Keep the Collaboration open while working with the application. |
Making a Call by Click-to-Dial
- Locate the number that you want to dial in the Contact Page.
- 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
- Go to the Menu tab.
- Search for the right contact.
- By using the search bar.
- By choosing from previous calls.
- Call it by pressing.
- Action icon.
- Contact name.
- Contact number
Answer a Call
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Keep the Collaboration open while working with the application |
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You can set up automatic call forwarding based on user status (available, DND, away) and call type (internal, external, whitelist, blacklist). See chapter: Features.