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

Troubleshooting

Here are solutions to common problems you might encounter with the Voiso/Salesforce integration.

Softphone is missing or hidden in the Utility Bar

The Voiso Phone button is not displayed in the Salesforce Utility Bar.

Solution

Add the Voiso Phone component to the Lightning application Utility Bar. Refer to Add the Voiso Phone Component to the Utility Bar in Salesforce.

The Call Center record does not exist

The Voiso Call Center is not available when the user navigates to Salesforce.

Solution

Import the Call Center Definition File into Salesforce. Refer to Set Up a Call Center in Salesforce.

The Call Center record is not assigned to the user

Call records are not assigned to the user.

Solution

Assign the Voiso Call Center to the user. Refer to Set Up a Call Center in Salesforce.

Screen pop does not work

The contact record does not screen pop when the user handles a call.

Solution

1. Navigate to Administration > Integrations.
2. Select the Salesforce tile.
3. Open the Settings tab.
4. Enable Screen Popup on Call in the Settings section.

Click-to-call does not work

The call is not dialed in Agent Panel when the user clicks a number in Salesforce.

Solution

Add an extension to the user's account in Voiso.

Click-to-call is logged as an outbound call

A call dialed using click-to-call is logged as an outbound call instead of click-to-call.

Solution

Enable the Allow Click-to-Call option in the user's security access group role. Also, ensure an extension is added to the user's account in Voiso.

Calls are not logged

Calls are not logged in Salesforce.

Solution

• Ensure the integration user is properly configured in Salesforce. Assign both Voiso Integration User Permission Sets to the integration user. Refer to:

  • Configure an Integration User
  • Create a Permission Set
  • Assign the Permission Sets to the Integration User

• Enable Activity Tracking and/or Voiso Call History in the integration settings in Voiso:

  1. Navigate to Administration > Integrations.
  2. Select the Salesforce tile.
  3. Open the Settings tab.
  4. Enable Activity Tracking and/or Voiso Call History in the Settings section.
     

The record owner is assigned incorrectly

Call records are not being assigned to the correct user.

Solution

Ensure the user has signed in to the Voiso softphone in Salesforce using their Voiso credentials.

Salesforce campaigns do not display in the Calling List menu

When creating a campaign that imports contacts from Salesforce, the Salesforce campaign name does not appear in the Calling List menu of the Voiso Dialer campaign.

Solution

The user creating Dialer campaigns must sign in to both Voiso and Salesforce using the same email address.