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: 

  • WMS version: 5.01 or higher
  • Wildix UC-Business or UC-Premium license 
  • Salesforce license with access to the Classic Platform
  • Activated Salesforce Payment Plan to set up Call Center, check the prices here
  • Your Salesforce domain should be whitelisted on the PBX

Created: June 2019

Updated: January 2024

Permalink: https://wildix.atlassian.net/wiki/x/AArOAQ


  • 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.

Enable Salesforce Telephony in WMS

To be able to log in to the integration and performs calls, make sure to install Salesforce Telephony in WMS:

  1. Go to PBX -> Integrations -> Cloud integrations
  2. Click on Salesforce Telephony:

  3. Click Install:
  4. The integration gets installed:

Note: When Salesforce Telephony is installed, the relevant salesforce_telephony app is added to OAuth 2.0 applications in WMS -> Integrations -> Applications. Please do not delete it, otherwise the integration will not work.

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.

Currently there is no possibility to select a device from the list of all connected devices. The first device on the list has more priority. For example, if WP phone is the first, it has more priority over Collaboration. This means both devices would ring but the audio would be passed through a phone.

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.

Currently there is no possibility to select a device from the list of all connected devices. The first device on the list has more priority. For example, if WP phone is the first, it has more priority over Collaboration. This means both devices would ring but the audio would be passed through a phone.


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: Call Features.