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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: July October 2020 Permalink: https://confluence.wildix.com/x/XQCqAg |
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- 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
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Switch
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In order to switch for to Salesforce Lightning you also need to change Lighten Call Center. |
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- Choose Advanced User Details subcategory
- Press the Edit button
- Scroll down to the Call Center field and press the Magnifier button
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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:
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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
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Keep the Collaboration open while working with the application. |
Making a Call by Click-to-Dial
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For accepting an incoming call you have to open Collaboration. A call dialog window is displayed when there is an incoming call:
To answer a call: click the green Handset icon
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.