Salesforce overview

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.

Setting up your Salesforce integration

We provide two articles to guide you through the process of setting up your Salesforce integration. Choose the one that is right for you:

• The Quick setup guide is for readers who are very familiar with Salesforce and do not require detailed steps to perform actions such as creating permission sets in Salesforce, adding elements to the Utility Bar, or creating call center definition files.
• The Detailed setup guide provides all the steps you need to complete the integration, including ample screenshots to guide you through the process.

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.

Related article: Making calls

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.

Related article: Dialer campaigns

Screen pop

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

Related articles:

• Making calls
• Dialer campaigns
• Receiving calls

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

Related articles:

• Call History
• Making calls
• Dialer campaigns
• Receiving calls