This article provides an overview for end-users of how to use UNIVERGE BLUE® CONNECT for Salesforce Classic application.
- Getting Started With UNIVERGE BLUE® CONNECT Salesforce integration
- Selecting Default Calling Device
- Making Calls
- Receiving Calls
- Multiple Calls
- Call Logging and Notes
- Call Recordings Attachment
Salesforce is available in following languages:
- Dutch
- English
- French
- German
- Italian
- Japanese
Language of the Salesforce app is determined by the language selected in the Salesforce account.
Getting Started With UNIVERGE BLUE® CONNECT Salesforce integration
Once the UNIVERGE BLUE® CONNECT Salesforce Integration has been configured by your administrator, you’ll see UNIVERGE BLUE® CONNECT keypad on the left side of your Salesforce screen. You can click on it to use it at any time.
If you don’t see UNIVERGE BLUE® CONNECT keypad: Contact your Salesforce administrator and request they give you permission to view so you can easily access UNIVERGE BLUE® CONNECT within Salesforce.
The first time you click on UNIVERGE BLUE® CONNECT within Salesforce, you’ll be asked to log in using your UNIVERGE BLUE® CONNECT credentials. If you experience any issues during this process, please contact your company administrator to ensure you have the correct login credentials.
Selecting Default Calling Device
After you’ve logged in, you’ll need to select a default calling device. This is the device that will be used to place calls for Salesforce when using the dial pad and click-to-call functionalities.
Example: You have the UNIVERGE BLUE® CONNECT Desktop application and a hardware phone configured. If you click on the hardware phone when setting up your default calling device, then all calls will automatically flow through it when using Salesforce.
Making Calls
Option 1: Click-to-Call
Click-to-Call is the easiest way to make calls to your accounts, leads or opportunities. Just locate the phone number within a Salesforce record and click on it to make a call.
Option 2: Keypad
Dial the phone number using the keypad buttons or the keyboard.
With both options, the integrated softphone alerts you to pick up the phone to start the call. At this time, your default device will place a call and you will need to pick it up. Once you pick up, it will set up a call for you.
Receiving Calls
When you’re logged into Salesforce and someone calls your UNIVERGE BLUE® CONNECT phone number, you’ll see a call notification pop-up containing details of the incoming call. From the pop-up you can answer the call, send it to voicemail or reject it.
If the caller’s phone number matches to an existing contact in Salesforce, the contact’s name and account is displayed in the notification. These are both clickable links that will open the record in Salesforce so you can quickly get the full context for the call.
If the caller’s phone number does not match, the calling number is displayed.
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Multiple calls
You can have multiple calls at the same time.
During active call click the Handset button and dial the number.
A new tab will open. Previous call will be automatically placed on hold.
Call Logging and Notes
Logging a call with an existing contact
At any time during or after the call, you can:
- Click on the contact or company name to quickly view their record in Salesforce and get full context for the conversation
- Add notes regarding the call and close the call log
All calls and notes will be saved as Activities under the selected account record (which can be updated when you log a call if required).
If no notes are added, the call will still be saved as an activity, but will not have any content.
Logging a call with an unknown contact
You can easily turn unknown caller into Lead or Contact by clicking on Create New option under the phone number. It will open a Lead or Contact creation window with a prefilled phone number, so you don’t have to retype it.
Once created, you can select it right away and log all the notes related to this new contact.
Call Recordings Attachment
2. Click the toggle: Attach a call recording to a ticket to enable.
3. The call recording link will now be attached to the comments section after a call is finished in Salesforce.
4. To listen to or download the call recording, click the link found in the call information. The player provides volume control, playback pause, and the option to download the recording.
Notes:
- When a call is completed it may take a few seconds until the call recording link gets attached to the respective call comments section.
- If the user takes any action during the time between the call ending and the call recording link becoming available (in the respective call comments section), the link will not be attached.
- In some cases, a visual error may be displayed in which the text uploading call recording will overlap other text.
- Clicking on a Call Recording link opens it in a new tab named Loading... even when it is fully loaded and ready to be played.
- The call recordings created by User-A are not accessible by User-B of the same organization.