Salesforce Integration procedure

Introduction #

This document will walk you through the step-by-step process to set up the Salesforce integration.

Gamma Portal #

Please ensure that you have purchased the required CRM bolt on via the Gamma portal for the users who require this. You will also need to ensure that you have all the relevant Contact licences.

Step 1 – Import Call Centre #

• Log in to Salesforce as an administrator-level user.
• To go to the Salesforce Setup pages:
  • In the top-right corner, click: 
  • Click Setup.

• Navigate to Platform Tools > Feature Settings > Service > Call Center > Call Centers:

• The All Call Centers dialog is displayed:

• Click: 
• The Call Center Import dialog is displayed:

• Import the Salesforce XLM configuration file as follows:
  • Click Choose File.
  • Navigate to the Salesforce XLM configuration file and open it.
  • Click: 

Step 2 – Call Centre Settings #

• In the All Call Centres dialog, select the name of the appropriate Contact:

• The settings page for Contact is displayed:

• Click: 
• Navigate to Platform Tools > Apps > App Manager:

• The App Manager dialog is displayed:

• Select the application to which you want to add Contact then click:  and select Edit.

Step 3 – Softphone Parameters #

• Navigate to App Settings > Utility Items (Desktop Only).
• Click Add Utility Item and then select Open CTI Softphone from the dropdown list:

• The Utility Items dialog is displayed.
• Enter parameters for the Open CTI Softphone then click Save.

Result #

Agents should now see Contact softphone within Salesforce.

To use Contact, agents must enter their Contact login details into the softphone.

Agents can now answer calls within Salesforce