Salesforce

Who should read this article: Administrators

How to integrate Voiso with the Salesforce CRM.

Introduction

Voiso integrates with the Salesforce CRM by using an app that you install from the Salesforce AppExchange marketplace. After installing the app, contact Voiso to enable Salesforce integration for your account, then set up the integration in the CRM integration settings.

For administrators

The Voiso Salesforce integration enables administrators to build calling lists using Campaign objects in Salesforce and automatically import them into Voiso Dialer campaigns. This capability enables you to create a campaign that runs continuously – the campaign can automatically pause when there are no available agents or no available contacts, then resume as agents come on-line and new contacts are added to your list of leads.

For agents

The Voiso Salesforce integration enables agents to launch the Voiso Agent Panel from the Salesforce Utility Bar, click any dialable number in Salesforce to make calls, view the call outcome in the call details, participate in Voiso Dialer Campaigns where the calling list is provided by Salesforce, and receive a Screen Pop of a contact record while handling a call.

Features

The Voiso Integration app for Salesforce enables the following CRM features:

Click-to-call

Agents can dial contact numbers directly from Salesforce by clicking any dialable number. This feature enables agents to make calls without manually dialing the number or copying and pasting a number into the dial pad, and without leaving Salesforce to call from another application.

Calling list import

This feature enables you to import calling lists from Salesforce to Voiso. First create a Campaign in Salesforce, add Leads or Contacts, then use the Campaign as a data source in the Voiso Dialer campaign builder.

Screen pop

When a call is routed to an agent, Voiso displays the relevant Salesforce objects, such as cases and contact records, in Salesforce.

Call history

Call history adds information from Voiso about the call to the activity task in Salesforce. The following Voiso call details can be included in the call activity task:

• From number (ANI)
• To number (DNIS)
• Call type
• Disposition code
• Queue
• Script
• Start time
• End time
• Call duration
• End reason
• Call recording link

Prerequisites

Ensure that the following prerequisites are in place before beginning integration with Salesforce:

1. Contact your Voiso account manager to enable the Salesforce CRM integration for your Voiso account.
2. Your agents use Salesforce Lightning.
3. Your users who create Dialer campaigns and import calling lists from Salesforce org use Salesforce Lightning and their account email addresses are the same in both Voiso and Salesforce.
4. The edition of Salesforce organization you are using has API access available and active.
5. Your administrator's Salesforce user account must have REST API Enabled permissions and Administrator privileges.

CRM Integration Settings in Voiso

Ensure that your Voiso account is enabled for Salesforce integration by opening Administration > CRM Integration Settings from the navigation bar in Voiso.

From the Voiso navigation bar, select Administration > CRM Integration Settings, then scroll down to the Salesforce CRM settings section and follow the numbered steps:

Step 1: Install the Voiso Softphone Package from AppExchange

Click the link in step 1 to open the Voiso Softphone Package page on the Salesforce AppExchange.

1. Log in to Salesforce if you are not already logged in, then click Get It Now to launch the app installation process.
2. Select the Salesforce account associated with your contact center. The application displays a list of Trailblazer accounts that have the Manage Billing permission set.
3. Choose one of these options:
   1. Install in a Production Environment: Install the integration app in your Voiso contact center where agents can access the Salesforce integration features to handle interactions.
   2. Install in a Sandbox: Install the integration app in a test environment in Salesforce before exposing the Salesforce integration to your agents in a production environment.
4. For installation in a production environment, select the connected Salesforce Account from the drop-down menu.
   
5. Review and confirm the installation details, read and agree to the terms and conditions from Salesforce, then click Confirm and Install.
   
6. Choose to install the Voiso application for Admins only, all users, or specific profiles, then click Install.
   
7. When the Installation Complete! page is displayed, click Done.
   
8. You can manage the Voiso application in the Installed Packages page.
   

Step 2: Configure an Integration User

Follow the steps in Salesforce org to create a Platform Integration User.

Step 3: Connect Voiso to Salesforce org

Follow these steps to connect Voiso to Salesforce org:

1. Click the appropriate Connect button:
   
   1. If you installed the Voiso Softphone package in your contact center production environment, click Connect to Salesforce.
   2. If you installed the Voiso Softphone package in a sandbox, click Connect to Salesforce Sandbox.
2. Next, follow the Salesforce authentication process.
3. When the Voiso Allow Access? page displays, review how the Voiso integration app wants to access your contact center to allow full integration between Voiso and Salesforce.
   
4. Click Allow to complete the connection.

Step 4: Complete configuration.

The Salesforce integration is now enabled in Voiso. If you want to enable screen pop for agents, select Enable Screen Popup on Call, then click Save.

Setup a Call Center in Salesforce

To integrate Voiso with Salesforce Lightning, you must set up a Call Center by importing a Call Center Definition file. The information in the Call Center Definition files supports the integration of Salesforce CRM Call Center with Computer Telephony Integration (CTI) vendors like Voiso.

Create a Call Center Definition file

In a text editor, create a new .xml file, then paste the following contents into the file:

<callCenter>
    <section sortOrder="0" name="reqGeneralInfo" label="General information">
        <item sortOrder="0" name="reqInternalName" label="Internal name">VoisoPhoneCTI</item>
        <item sortOrder="1" name="reqDisplayName" label="Display name">VoisoPhoneCTI</item>
        <item sortOrder="2" name="reqAdapterUrl" label="Container URL">https://my-domain--c.container.force.com</item>
        <item sortOrder="3" name="reqVoisoClusterUrl" label="Voiso Cluster URL">https://yourcc.voiso.com</item>
        <item sortOrder="4" name="reqUseApi" label="Use Open CTI API">true</item>
        <item sortOrder="5" name="reqSoftphoneHeight" label="Voiso Phone height">472</item>
        <item sortOrder="6" name="reqSoftphoneWidth" label="Voiso Phone width">264</item>
        <item sortOrder="7" name="reqSalesforceCompatibilityMode" label="Compatibility Mode">Lightning</item>
    </section>
</callCenter>

Import the Call Center Definition file into Salesforce

Follow these steps to import the Call Center Definition file into Salesforce:

1. Navigate to Setup.
2. Use Quick Find to search for Call Center, then select Feature Settings > Service > Call Center > Call Centers.
3. Click Import.
4. In the Call Center Import panel, click Choose File, then select the Call Center Definition file that you created.
5. Click Import.
6. In the All Call Centers view, next to your contact center, click Edit.
7. Modify the Voiso Cluster URL by replacing https://yourcc.voiso.com with your fully qualified Cluster URL. For example, https://cluster.voiso.com
8. Modify the Container URL by replacing https://my-domain--c.container.force.com with your fully qualified Container URL. For example, commerce2-dev-ed--c.develop.container.force.com
   
9. Click Save.
10. To add users, click Manage Call Center Users, then click Add More Users.
11. On the Search for New Users view, specify search criteria (optional) then click Find.
12. From the search results, select the users to be added, then click Add to Call Center.
13. You can manage uses any time by using the Salesforce Manage Users view for your call center.

Update the Content Security Policy in Salesforce

The Salesforce Lightning Component framework uses Content Security Policy (CSP) to impose restrictions on content. To use third-party APIs that make requests to an external (non-Salesforce) server or to use a WebSocket connection, the server URL must be added as a CSP Trusted Site. To add the Voiso server URL as a CSP Trusted Site, perform these steps:

1. Navigate to Setup.
2. Use Quick Find to search for CSP, then select CSP Trusted Sites.
3. Select New Trusted Site.
4. Enter a name for the trusted site. For example: VoisoHTTPS
5. Enter the URL for your Voiso cluster for the trusted site. For example: https://cluster.voiso.com
6. Select Active.
7. For the Context option, select All to enable this trusted site to control the approval scope.
8. The options in the CSP Directives section enable you to specify which resources Salesforce Lightning components may load from the Voiso site. Select Allow site for connect-src.
   
9. Repeat steps 3-8 for the following two Voiso URLs:
   • Trusted Site Name = VoisoWSS and Trusted Site URL = wss://yourcc.voiso.com (for example, wws://cluster.voiso.com)
   • Trusted Site Name = VoisoWebRtcWSS Trusted Site URL = wss://agents-proxy.voiso.com (for example, wss://agents-cluster.voiso.com)
     

Add the Voiso Phone component to the Utility Bar in Salesforce

The Voiso Integration app enables agents to handle interactions without leaving the Salesforce UI. The following procedure enables you to add the Voiso softphone directly into the Salesforce Utility Bar:

1. Navigate to Setup.
2. Use Quick Find to search for Apps, then select App Manager.
3. Choose the Salesforce Lightning app to which you want to add the Voiso softphone. For example, LightningSales.
4. From the menu, select Edit.
5. Navigate to the Utility Items (Desktop Only) panel, then click Add Utility Item.
6. Use Search to find the Voiso Phone in the Custom - Managed section, then select it.
   
7. In the Voiso Phone component, specify the following settings:
   • Label: Voiso Phone
   • Icon: Select a call icon
   • Panel Width: 1
   • Panel Height: 1
   • Enable Start automatically.
8. Click Save.

How to make calls through Salesforce using Voiso

How to run Dialer campaigns in Salesforce using Voiso

How to receive inbound calls in Salesforce CRM through Voiso