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IPT Connect with Salesforce

Use the IPT Connect app to avail of the benefits of Salesforce when you integrate with your hosted PBX.

Some of the key features of IPT Connect and Salesforce include:

  • Pop-up card for incoming and outgoing calls
  • One-click calls to customers from Salesforce
  • Call history in special widget on Salesforce page
  • Call details in history list
  • Call recording playback in call details window
  • Create and search an existing contact based on number in call history
  • Create follow-up calls, tasks, notes, and events as required.

Prerequisites

Before you integrate your hosted PBX with Salesforce products, you must meet the following requirements:

  • Salesforce account type: Essentials, Professional, Enterprise, Performance, Unlimited, or Developer Edition.
  • Interface type: Lightning Experience.
  • You must have an IP Telecom HostedPBX account
  • Equipment for making and receiving calls, such as a softphone or IP phone, must be configured
  • All users must have their login credentials for the IP Telecom portal. To setup or change user credentials, see user credentials.

There are three steps to integrate your hosted PBX with Salesforce.

  1. Setting up Salesforce (Administrators)
  2. Integrating Hosted PBX for Salesforce (User)
  3. Integrating Hosted PBX for Salesforce (Admin)

Setting up Salesforce

  1. Click on link to install the package.

  2. Select option to Install for Admins Only, then click Install.

    salesforce

  3. In upper-right corner of Salesforce page, go to Setup.

    setup

  4. In search bar, type Call Center, and then select Call Center in side menu.

  5. Select Iptelecom Call Center.

  6. Click Manage Call Center Users.

    salesforce

  7. Click Add More Users.

  8. Click Find. Mark and add the users that you want to integrate.

Assign a permission set to multiple users

The Salesforce administrator assigns the users a permission set named "IPTelecom Integration User" to access the application.

For more information on how to assign a permission set, see Assign a Permission Set to Multiple Users.

Note

The permission set is not necessary for the administrator user.

Setting up push topic access for standard users (admin)

Administrators should create a permission set for push topics in Salesforce to allow the popup to work.

To enable popups

  1. Log in to Salesforce as administrator.

  2. Go to Users > Permissions Sets and click New to create a new permissions set.

  3. Enter a name for the permission set, for example "iptelecom push topic".

  4. If you choose not to specify a licence type, then you can assign this property to different types of licences. If you specify a certain license type, the rule will only work for that type.

  5. In next window, either search for "Push Topics" or use the "Object Setting" tab to find Push Topics.

  6. Click Edit to make the checkboxes editable.

  7. Click the checkboxes to enable the permissions and save.

  8. In the Permission Set - click Manage Assigments. If you get redirected, go back to Users > Permission Sets, look for the permission set you created and go to it, then proceed to Manage Assignments as shown.

  9. Click Add Assignments; select the users you want to assign permissions to and click Assign.

  10. The assignment will take effect when the user reloads the application page.

Integrating hosted PBX with Salesforce

  • Administrators must select the Salesforce license for the hosted PBX account and activate the users that they want to integrate with Salesforce.

  • Users must login to the hosted PBX portal using their own credentials and then integrate Salesforce individually using their Salesforce account login.

Select the instructions for an admin or a user as shown.

  1. Open the IPT Connect application in your hosted PBX portal.

  2. Click the Licenses tab. Click on an available license with the reference salesforce-crm.

    licenses

    Note

    If the license is not available, contact IP Telecom to add a Salesforce license to your account.

  3. From the list of users, use the toggle to activate each user for Salesforce IPT Connect.

    salesforce-crm

  4. To apply user settings, click the User Features icon:

    settings icon

    Note

    If the settings icon is greyed out, the user must log into the HostedPBX Portal and do the integration in the IPT Connect app, see steps for users.

  5. Enable the integration settings:

    settings

  6. Adjust the individual user parameters:

    • Inbound events - Enable/disable incoming calls processing
    • Outbound events - Enable/disable outgoing call processing
    • Click To Call - Enable/disable "Click-to-Call" functionality within Salesforce CRM
    • Events for extension numbers - Indicates if you want to log events to the integration when calls to and from extension numbers happen. Event logs can be used for troubleshooting.
    • Process calls from the call center - Enable/disable call queue call events processing for agents. This setting is only available for administrators and accounts with live queues in Call Center. If enabled (and the account has Call Center), then Salesforce will send all events to the user, even if he receives calls from a queue. If the parameter is disabled, only personal events will be sent to Salesforce.
    • Enabled device - enable/disable call processing for all user devices. If this option is disabled, then integration only works with the specific devices that are created when you click Save.

  7. Close the window and confirm your changes by clicking Save changes.

  8. After each user is integrated and click-to-call is set up, the user features column displays their status in green.

    salesforce

  1. Open the IPT Connect app in your hosted PBX portal.

  2. From the "Integrations" tab, select Salesforce and click Integrate.

    pbx

  3. Log in to Salesforce and confirm integration.

    sfsf

  4. If integration is successful, you will be redirected back to the HostedPBX management portal and the following message will be shown:

    success

  5. After IPT Connect is enabled successfully, your username will be displayed in the Integrations tab.

Enable click-to-call per user

To enable click-to-call for a user:

  1. Log into Hosted PBX.
  2. Select the IPT Connect app.
  3. From the "Licenses" tab, click salesforce-crm.

  4. Go to the user and click the phone icon

    phone

  5. Use the toggle to enable click-to-call.

  6. Click Save changes.
  7. After click-to-call is set up, the user features column displays the phone icon in green.

Click-to-call troubleshooting

If the click to call phone icon is greyed out or unavailable in the Salesforce app, a Salesforce admin can perform the following steps to enable:

  1. Go to Salesforce > Setup > Apps > App Manager
  2. Click the dropdown on right to edit the app.
  3. In App Settings, go to Utility Items (this is available on Desktop only)
  4. Click Add Utility Item and choose Open CTI Softphone

Once this is done it enables click-to-dial and the softphone for the app you just edited.