¶ Salesforce Configuration
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¶ CRM Integration Service
Configure the CRM Integration Service with the following options:
Pressing the toggle button will enable or disable the service.
(E.g. On/Off)
- CRM Type
Select one of the CRM services supported by PBXware.
(E.g. Salesforce)
- Consumer Key
(E.g. 3MVG95NPsF2gwOiPMAFtKnow2.pft_kop4MIX.b_9icG0o8gLbj41FsxTc9x7zjHrFT9t1yq:)
NOTE: This is the consumer key set for the exampleapp.
- Consumer Secret
(E.g. 4793658565474942456)
NOTE: This is the consumer secret set for the exampleapp.
- Login URL
(E.g. https://login.salesforce.com)
([a-z][0-9])
- Create Call Log when call starts
Create a call log when a call starts
(E.g. Yes, No, Not Set)
'Save to enable' button will appear which indicates that a user has to populate all fields on the page and 'Save' settings.
After populating all fields and saving the settings, the 'Test' button will appear.
Upon clicking the button, users will be prompted to a different pop-up window where they can enter the CRM account information in order to test the configuration.
- Username:
Provide the CRM account's username.
- Password:
Provide the CRM account's password.
- Caller ID:
Caller ID to search for a customer (optional).
- Log Call:
Setting 'Log call' to 'Yes' will create a log inside CRM.
(E.g. Yes/No)
After providing all the necessary information, press 'Run' and the CRM Integration test will be started.
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¶ Log Options
Users can enable the CRM default log options that each gloCOM instance is going to use. In addition, each gloCOM instance can set its own log options if needed.
The default log options are:
- Log inbound calls
(E.g. Yes/No/Not Set)
(Options button)
- Log outbound calls
(E.g. Yes/No/Not Set)
(Options button)
- Log answered calls
(E.g. Yes/No/Not Set)
(Options button)
- Log unanswered calls
(E.g. Yes/No/Not Set)
(Options button)
- Upload recordings
(E.g. Yes/No/Not Set)
(Options button)
¶ CRM Behavior options
Users can decide whether to automatically create new Leads, Contacts, or Accounts based on whether caller ID information is available.
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With 'Create a new item if it doesn't exist' enabled: If the caller ID is unknown, the system will open the creation page in the CRM based on the 'Default module' selected. For example, if 'Leads' is selected as the default module, it will open a new Lead creation page.
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When 'Create a new item if it doesn't exist' is turned off: If caller ID is missing, the CRM won't activate or create a new record. But, if caller ID is recognized, the system will directly open that specific contact's page.
This setting ensures that users have control over the automatic creation of records in the system based on the availability of caller ID.
- Default module
Select one of the modules supported by CRM.
(E.g. Leads)
- Create a new item if it doesn't exist:
(E.g. Yes/No/Not Set)
Please refer to the example of how to integrate Salesforce CRM with PBXware:
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¶ gloCOM Configuration
Salesforce requires the user's security token to be sent with the user's password. For that reason, gloCOM users will first have to get the Security Token if they do not have it already.
(E.g. This security token is then appended to the user’s password. For example, if the security token is 'UcDSN1ivDXEPuz9wtkHvBAaF', the username is 'myusername', and the password is 'mypasswordUcDSN1ivDXEPuz9wtkHvBAaF').
Please refer to the example of how to integrate Salesforce CRM with gloCOM: