Author: Jan Apeltauer

Date: 03.08.2018

Version: 1

IPEX a.s., Roháčova 77, Praha

Integration of

VOIPEX IP PBX and Salesforce

Page 2

Content Introduction ............................................................................................................................................. 3

Description of User Environment in CRM Salesforce .............................................................................. 4

Description of Current Call ...................................................................................................................... 7

Outgoing Call – Variants of Dialling Call .............................................................................................. 7

Dialling Number on Keyboard in Connector Window ..................................................................... 7

Dialling Number on Keyboard of User´s Phone ............................................................................... 7

Selecting Phone Number in Salesforce Data ................................................................................... 7

CTI Window – Display of Outgoing Call ............................................................................................... 8

Description of Call Window – Signalization of Dialled Call .............................................................. 8

Description of Call Window – Ongoing Call ..................................................................................... 8

Description of Call Window – Ended Call ........................................................................................ 9

Description of call - Contact ............................................................................................................ 9

Description of Call Window – History............................................................................................ 10

CTI Window – Display of Incoming Call ............................................................................................. 10

Incoming Call – Call Signalling – 1 Contact .................................................................................... 10

Incoming Call – Call Signalling – Multiple Contacts ....................................................................... 11

Summary of Phone Communication with Customer / Contact Person ............................................. 12

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Introduction

The user manual for VOIPEX PBX – Salesforce integration includes description of standard operation

of the connector between the VOIPEX IP PBX and CRM Salesforce. It does not include specific matters

of application in a particular company of the customer regarding differences of various

implementations of CRM Salesforce.

In the user manual, tools relating to the following user licences are described concerning the VOIPEX

IP PBX:

Call centrum (Call centre)

Komplet (formerly under trade designation Byznys)

Additionally, the user manual does not include procedures for installation and administration of the

connector; instead, it pertains to the work of user in the Salesforce environment only.

Important

Salesforce environment catches calls of the user by means of the connector as soon as Salesforce is

opened in the user´s PC/laptop.

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Description of User Environment in CRM Salesforce

In user environment, the connector (hereinafter only as CTI window) is signalled on Salesforce main

board as well as in the environment of other entities on the lower bar of Salesforce window- see the

following figure.

User can open the CTI window application by clicking - see following figure.

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The following information is available in CTI window - see the detailed figure.

User name, availability, controlling pauses and number of active queues (control of pauses and queues is subject to the user

licence at Call centrum).

Field for searching contact in Salesforce data Field for displaying search results

Connector window also enables the following activities for

the user:

Display of keyboard for manual dialling

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Control of logging-in user in Call centrum queues

Display of all calls of a user in Salesforce environment

(it relates to calls taking place at the moment of

running Salesforce).

Icons display the following information:

Call direction – incoming/outgoing call

Finished Call

Recorded description of call

In this case, a brief overview in text form can be

displayed when scrolled with the mouse.

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Description of Current Call

Outgoing Call – Variants of Dialling Call

User can begin outgoing call in the following ways:

Dialling the number on keyboard in CTI window

Dialling the number on keyboard of user´s phone (HW or SW phone)

Selecting a phone number from Salesforce data

Dialling Number on Keyboard in Connector Window

When dialling from the keyboard in the connector window, the user´s phone will start ringing with the called number displayed, and when he picks up, it dials the selected number itself and starts searching for the phone number's identity in Salesforce data and displays the identity of the called person in CTI window. In case of multiple searches matching the (same) number, all variants of that same called number are displayed in Salesforce.

Dialling Number on Keyboard of User´s Phone

When dialling a number from the keyboard of user´s phone, CTI window searches for the identity of the called number in Salesforce data and displays information under contact/company. In case of multiple searches concerning an identical number, all possible variants of the called number in Salesforce are displayed.

Selecting Phone Number in Salesforce Data

When opting for the integration connector, all positions saved in Salesforce are active enabling the user to dial a number by simply clicking on a phone number – see the following figure.

The arrow after the phone number gives the possibility of selecting other saved phone numbers related to the selected record.

When dialling by clicking on a phone number saved in Salesforce, the user´s phone starts ringing with

the number called and after answering the call, the selected number is dialled.

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CTI Window – Display of Outgoing Call

Description of Call Window – Signalling a Dialled Call

Description of Call Window – Ongoing Call

Field for entering call notes (it is recorded in Call logs

in Salesforce and is visible in call detail and as brief

summary of calls in CTI window as an overview).

Description of control elements of current call

Entering a task/note relating to the call

Ending the call

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Description of Call Window – Ended Call

Administrative closure of a call. Till the moment

of closing it, the ended call is available in CTI window for

the possibility of editing call notes and implementation of

subsequent action – entering subsequent task(s).

Entering a task/note after the call.

Description of call - Contact

Display of contact details relating to the contact dialled or

call in progress. The option “Change Contact” enables

selecting another contact person for the call.

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Description of Call Window – History

CTI window - bar history, shows the call history for the

relevant contact person for all Salesforce users; i.e., it can

be used quickly in the course of a call to get a view of

when and who communicated with the contact person by

phone (unanswered calls are also displayed in the history).

CTI Window – Display of Incoming Call

Incoming Call – Call Signalling – 1 Contact

CTI window displays identification of the contact person and

company name from Salesforce data.

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Incoming Call – Call Signalling – Multiple Contacts

In case of multiple saving of a phone number in Salesforce and

incoming call, direct identification of the caller is not shown but

the number of occurrences of the phone number is displayed.

After answering the call, the user identifies the caller - see the

following figure.

On Contact bar, user is displayed the existing links of the phone

number with contact persons.

By clicking on an arrow, the details of the contact person is

displayed to which the call is linked - see the following figure.

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Display of contact person linked to the call by user´s choice.

In case that user decides to change the call link to another

person from the menu (see previous figure), user applies the

option “Change Contact”.

Summary of Phone Communication with Customer / Contact Person

A summary of phone communication is available on the customer and contact person card in the panel Call Logs- see the following figure.

The calls summary catches all phone communication with the customer/contact person for the

whole company. Clicking on an active link in the Name column displays detailed information on the

relevant call - see the following figure.

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Call detail displays complete information on the call:

Caller Called customer/contact person Phone number of customer/contact person to which the call was realized Call direction Start of call End of call Call ringing duration Call duration Answered call – yes/no Description of call – notes entered by user in CTI window Queue of call centrum in which the call took place User line in which the call was realized PBX ID – unique number of call assigned by the VOIPEX IP PBX

Link between call and subsequent task is available on the right panel.