Calldacity Integrations | How to Setup the Salesforce Integrator
Calldacity Integrations | How to Setup the Salesforce Integrator
Please Note: To setup the Integrator, you need an admin account setup in Salesforce and an Office Manager scope within the UCaaS Portal.
User/Agent Identity: The UCaaS Portal uses email addresses through the integrator to Salesforce for identification.
If there's no email address on the UCaaS Agent/User, the Salesforce administrator can add the user's extension number in Salesforce to be identified by the integrator.
Go to Step 7 to see how to input the extension number in Salesforce.
If there's no email address on the UCaaS Agent/User, the Salesforce administrator can add the user's extension number in Salesforce to be identified by the integrator.
Go to Step 7 to see how to input the extension number in Salesforce.
Setup Steps
Step 1: Login to the UCaaS Portal
Step 2: Access the "Integration" Tab and Select the "Enable" Button within the Salesforce Box
Step 3: Log in to your Salesforce
Step 4: Allow Access for the Connection
Step 5: Integration Successfully Enabled
Confirmation Message:
Enabled Integration Icon:
Confirmation Message:
Enabled Integration Icon:
Step 6: Adding Users to the Integrator and locating Tokens
a. Hit the "Pencil Icon"
a. Hit the "Pencil Icon"
b. Enable Users for Calls, SMS, and Meetings Data Logging
c. In the "Advanced" is where the Tokens can be located
(Please note: Any edits to this can affect the outcome of the task within Salesforce)
- Contact: [[phone_number]]
- Employee: [[employee]]
- Call Direction: [[call_direction]]
- Call Time: [[call_start]]
- Call Event: [[call_event]]
- Recording: [[recording_url]] [[transcription]]
- Contact: [[phone_number]]
- Employee: [[employee]]
- Call Direction: [[call_direction]]
- Call Time: [[call_start]]
- Call Event: [[call_event]]
- Recording: [[recording_url]] [[transcription]]
Step 7: Adding Extension Numbers in Salesforce
Please Note:
The steps below are in Salesforce Lightning Experience
This step is crucial for identification if the user in UCaaS does not have an email address associated to it.
The steps below are in Salesforce Lightning Experience
This step is crucial for identification if the user in UCaaS does not have an email address associated to it.
a. Go to Settings via the Gear Icon and then Setup (This will launch a new tab)
b. Go to Users under the "Administration" column, go to "Users" within the dropdown and select "Edit" on the desired User
c. Scroll Down to Extension and Add User's Extension Number
Step 8: Navigate to Tasks and Search for Calls View
How to Locate Calls:
c. Scroll Down to Extension and Add User's Extension Number
Step 8: Navigate to Tasks and Search for Calls View
How to Locate Calls:
Step 9: Accessing Call Recordings
Please Note:
Call Recordings are not uploaded into any audio players within the CRM for security compliance.
Additionally, call recording must be enabled on the UCaaS user for the recording to populate.
To access call recordings, you must be at least an Office Manager Scope within the UCaaS Portal.
Call Recordings are not uploaded into any audio players within the CRM for security compliance.
Additionally, call recording must be enabled on the UCaaS user for the recording to populate.
To access call recordings, you must be at least an Office Manager Scope within the UCaaS Portal.
Enabling Recordings on the UCaaS User:
Go to Tasks > Select the Designated Call Record > Click the Recording Link in the Comments
Enter your Email Address > Send Code OR Login with OneCloud (This will Pop a New Window to Authenticate)
Enter Code and Select "Verify Code"
Once authenticated, you will have access to the recording
If you have any questions or issues, please reach out to Calldacity Support.
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