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  1. Introduction
  2. Quick Start
  3. Balance
  4. My Account
  5. Settings
  6. Calls History
  7. Users
  8. Inbound numbers
  9. Queues
  10. Ring Groups
  11. Pickup Groups
  12. IVR
  13. Conferences
  14. Phones
  15. Contacts
  16. Network configuration
  17. Integrations
  18. Getting Help
  19. Glossary

Integrations - Salesforce CRM

Salesforce CRM integration

Figure 17.20 Salesforce CRM integration

Instructions below show how to enable Call Center functionality in Salesforce CRM which allows for "click to call" and incoming calls screening for easy management of Leads and Contacts interactions.

Note: VoIPstudio Call Center module is compatible with the following Salesforce editions: Professional, Enterprise and Unlimited . You also need to ensure all telephone numbers in your Salesforce records are stored in +E164 format, which is +[country code][telephone number]. For example number +442036427900 (for United Kingdom number 0203 642 7900)

Configuration - Lightning

Salesforce CRM Call Centre XML profile

Figure 17.21 Salesforce CRM Call Centre XML profile

1. Open VoIPstudioCTI-EU-Lightning.xml (for customers using eu.sip.ssl7.net SIP domain) or VoIPstudioCTI-AMN-Lightning.xml (for customers using amn.sip.ssl7.net SIP domain) right click and select "Save Page As..." from context menu.

Salesforce Lightning Call Centre XML profile import

Figure 17.22 Salesforce Lightning Call Centre XML profile import

2. Login into your Salesforce account and click Setup in the top toolbar.

3. Select Feature Settings from the toolbar on the left

4. Select Service -> Call Center -> Call Centers

5. Click Continue button on introduction page.

6. Click Import button

7. Select VoIPstudioCTI-Lightning.xml file downloaded in step 1

8. Click Import button

9. Click Manage Call Center Users button

10. Click Add More Users button

11. Use filter form to find user you wish to add to your Call Center

12. Select your users and click Add to Call Center button

Salesforce Lightning Application set up

Figure 17.23 Salesforce Lightning Application set up

1. Select Apps -> App Manager from the toolbar on the left

2. Click New Lightening App

3. Enter app name

4. Click Next

5. Select Console navigation

6. Click Next

7. Add Open CTI Softphone to Utility Bar (also add any other items you may require)

8. Click Next

9. Select items which you require in this app

10. Click Next

11. Assign User Profiles to this app

12. Click Save & Finish

Salesforce Lightning Application

Figure 17.24 Salesforce Lightning Application

1. Click app launcher button in to left part of the page

2. Select app created in previous step

3. In bottom toolbar click Phone link and login into VoIPstudio softphone

Configuration - Classic

Salesforce CRM Call Centre XML profile

Figure 17.25 Salesforce CRM Call Centre XML profile

1. Open VoIPstudioCTI-EU.xml (for customers using eu.sip.ssl7.net SIP domain) or VoIPstudioCTI-AMN.xml (for customers using amn.sip.ssl7.net SIP domain) right click and select "Save Page As..." from context menu.

Salesforce CRM Call Centre XML profile import

Figure 17.26 Salesforce CRM Call Centre XML profile import

2. Login into your Salesforce account and click Setup in the top toolbar.

3. Select Customize from the toolbar on the left

4. Select Call Center

5. Select Call Centers

6. Click Continue button on introduction page.

7. Click Import button

8. Select VoIPstudioCTI.xml file downloaded in step 1

9. Click Import button

Salesforce CRM Call Centre users

Figure 17.27 Salesforce CRM Call Centre users

10. Click Manage Call Center Users button

11. Click Add More Users button

12. Use filter form to find user you wish to add to your Call Center

13. Select your users and click Add to Call Center button

Outbound Calls

Salesforce CRM Call Centre outbound call

Figure 17.28 Salesforce CRM Call Centre outbound call

1. Before you can start making or receiving calls using VoIPstudio Salesforce Call Center module you need to login into the softphone using your VoIPstudio email and password.

2. To place an outbound call you can click on the telephone number of your Contact or Lead (2a) or enter the number you want to call into top field of VoIPstudio softphone (2b) and click "Call" button. VoIPstudio PBX will call your registered SIP Endpoint (softphone running on your PC or hardware phone on your desk) and as soon as you answer the call will be placed to your destination number.

3. At any time when on call to of of your contacts you can click Contact icon and select Show Contact from the context menu.

4. If the call is to unknown destination you can click Question mark icon and select Add Contact or Add Lead from the context menu.

Inbound Calls

Salesforce CRM Call Centre inbound call

Figure 17.29 Salesforce CRM Call Centre inbound call

1. When receiving an incoming call from known number you can click Show Contact in the context menu to have the relevant record opened.

2. Incoming calls from unknown numbers will open a menu which allows to Add new Contact or Lead.

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