This article provides an overview for end-users of how to use UNIVERGE BLUE® CONNECT for Salesforce application.

• Getting Started With UNIVERGE BLUE® CONNECT Salesforce integration
• Selecting Default Calling Device
• Making Calls 
• Receiving Calls
• Multiple Calls
• Call Logging and Notes
• Troubleshooting
• Call Recordings Attachment

Salesforce is available in Dutch, English, French, German, Italian, and Japanese. The language of the Salesforce app is determined by the language selected in the Salesforce account.

Getting Started With UNIVERGE BLUE® CONNECT for Salesforce Lightning 

Once the UNIVERGE BLUE® CONNECT Salesforce Lighting Integration has been configured by your administrator, you’ll see UNIVERGE BLUE® CONNECT in the bottom toolbar while using Salesforce. You can click on it to use it or minimize it at any time.

 

 

If you don’t see UNIVERGE BLUE® CONNECT in the bottom toolbar: 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.

Language Preferences

UNIVERGE BLUE® CONNECT Salesforce integration supports 6 languages and will automatically switch to the language of the CRM if it is supported:

• English (US)
• German
• Dutch
• Spanish
• Italian
• French – Canadian

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: Dialpad

Dial the phone number using the dial pad 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 an existing contact in Salesforce, the contact’s name and account are 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.

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.