The Hosted Voice platform can be integrated with Salesforce, to make work flow easier. When a call comes in, the PBX will try to find that contact in the Salesforce account of the user who received the call.
If found, the call will be logged in Salesforce database under that contact found in the user's account and a pop-up through the PBX web interface will inform the user.
The user can click on the pop-up to go directly to the contact page to enter any details in the call (task) that has already been logged.
The same is true of outgoing calls (if the contact is present in the account), since the user may want to enter some details for outgoing calls as well.
Both incoming and outgoing calls are marked as such in their subject.
Access to the integration
In order to integrate Salesforce, first you have to set which accounts (or group of accounts) are allowed to use this feature. For that, navigate to the Integration page on the portal:
- Toggle the button for Salesforce to
ON - Select the scope on who can access this integration. Eg. All accounts or a group of accounts.
- Update
Now these accounts can use the integration.
Pair the Account
From the user portal of the extension, go to Settings:
- If the user has access to the feature, described above, you will see Salesforce on the left side (scroll down if you don't see it). Click on it.
- Then pair your account by pressing the Pair button.
- Salesforce page will ask you for your Salesforce account credentials and access. Give it access.
- After a while a check mark should confirm that your account is now paired.
- Calls should be logged in that account now with details of the call.
- Also if a contact for a call is found in the Salesforce account, a link for it will be available in the user portal for that call (including during call ringing alert). You can click on it for more details in a separate tab.