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: January 2024 Permalink: https://wildix.atlassian.net/wiki/x/AArOAQ |
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The integration is available for the installation through the Salesforce AppExchange.
You see a popup with two options:
Choose Wildix Classic Call Center and click Save.
In order to switch to Salesforce Lightning you also need to change Lighten Call Center. |
You see a popup with only one option. Click on Clear Search Results to get:
Choose Lighten and click Save.
To be able to log in to the integration and performs calls, make sure to install Salesforce Telephony in WMS:
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. |
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:
Main tab of the application
This tab is opening automatically if you have a call
List of previous calls with:
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. |
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. |
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:
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: Call Features.