Using Salesforce.com Integration 587
To log into your soft phone
1. Start Internet Explorer and type http://login.salesforce.com/.
2. Type your Salesforce.com user name and password and click Login.
3. Type your call center Username, Password, Agent ID, and Extension.
NOTE: If you have not entered agent ID, you will not have ACD functionality but can continue to use
your phone for non-ACD calls.
4. If you are using a hotdesking agent ID or extension, enable the Hotdesking Agent check box.
5. If you want Salesforce to remember your soft phone login credentials every time you log into
Salesforce, select the check box next to Remember me.
6. Click Log In.
To automatically log into your call center when logging into Salesforce
1. In Salesforce, click Setup=>Call Center Settings=>Edit your SoftPhone settings.
2. Select the check box next to Automatically log into your call center when logging into Salesforce.
3. Click Save.
Salesforce.com Integration functionality
NOTE: If using a true soft phone, you must first open Contact Center Client, click View=>Soft phone, and
configure soft phone options. If you use Salesforce.com Integration with a desk phone there is no need to
open Contact Center Client.
You can use Salesforce.com Integration to perform the following
• Dial phone numbers
Dial a phone number by clicking Line 1, entering the number into the soft phone, and clicking Dial.
Alternatively, dial by clicking the icon next to a phone number associated with a contact, lead,
activity, account, or any other phone field you have created. ACD agents can also dial by clicking on
available employee or extension links. See "Show agent availability" below. You can also dial
numbers using the dial pad on your desk phone.
• Answer phone calls
Answer an external phone call by clicking Answer or using your desk phone. If the caller's number is
in your Salesforce database, their customer information page will appear. Salesforce.com Integration
supports one incoming line per user.
• Create new leads while on calls
Once you have answered an internal/external call, the soft phone will display a New Lead button.
Click the New Lead button to open a new lead and auto-populate the Lead phone number field with
the caller’s phone number.
• Search on outbound calls
Search results for outbound calls display in the Salesforce soft phone user interface, but do not
generate screen pops.
• Show agent availability (ACD agents only)
You can show the availability of other agents by clicking Show Agents in [Agent Group or Queue
Name or Queue Reporting ID]. You can view up to 10 agents in the soft phone window at one time. If
you want to view additional agents, click << to view the first page of agents, >> to view the last page
of agents, and < and > to move back and forth between consecutive pages of agents. You can call
available agents by clicking on the employee name or extension in the list. You can also make
consultation calls to them if you are already on a call. Once a connection is established, the call can
be transferred by clicking Complete Transfer or a conference can be started by clicking Complete
Conference.
• Transfer calls
Transfer a call by clicking the Transfer button. The original call is placed on hold while you connect to
the third party. Once connected, click Complete Transfer to transfer the original party. You can also
transfer calls by using the "Show agent availability" feature described above.