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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 +12124453312
(for United States number 212 445 3312
) or +442036427900
(for United Kingdom number 0203 642 7900
)
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.
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-XX.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
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
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
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.
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
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
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.
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
.
Start a free 30 day trial now, no credit card details are needed!
Thousands of businesses across the world trust VoIPstudio for all of their most vital business communications. Why not be the next?
Thousands of businesses across the world trust VoIPstudio for all of their most vital business communications. Why not be the next?
Start a free 30 day trial now, no credit card details are needed!