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What is the Sangoma CXSalesforce CX Salesforce Connector

• A new small form factor Agent Panel integrated with Salesforce that enables the following features and automation:

  • Agent Panel and Salesforce displayed simultaneously in the same Chrome tab.

  • Searches and populates Salesforce stored contacts based on Caller ID in inbound and outbound calls.

  • Call activity created in the contact populated when handling inbound and outbound calls. The data stored is: Agent that managed the call, From, To, Call Duration, Call Direction ( inbound or outbound), Call Recording URL (if call recording enabled in queue)

  • Click to Dial on any Salesforce field tagged as phone number.

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• This connector only works with Salesforce lightning applications.

• It only works with extensions associated with the embedded Web phone app (WebRTC). SIP phones or Bridge PSTN extensions are not supported.

• It can only dial and search USA and Canadian phone numbers.

• Make sure no other Click to Dial or Click to Call Chrome extensions are enabled on the browser used. These extensions may conflict with the Click to Dial automation built into this connector.

• If you are using a custom domain name like https://companyname.my.salesforce.com you will need to navigate to the “Use Custom Domain” pop-up and set the custom domain.

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Document Audience

This documentation serves to guide those responsible for the integration between Sangoma CX platform and Salesforce, to correctly enable the module in their environment.

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• The link below will take you to the Sangoma CX Salesforce Connector installation package (version 0.1.6). Double click the link and log into Salesforce. Use a Salesforce account with enough privileges to install the software and configure settings in Salesforce:
  https://login.salesforce.com/packaging/installPackage.apexp?p0=

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• Once the installation screen is displayed, select the set of users or user profiles you want to install. (It is recommended to “Install for All Users”)

• Click the Install button.

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Click on the Apps launcher , and select the application you added the Sangoma CX SalesforceConnector to, for example Sales.
Once Selected, you should see the Salesforce application. Click on the CCaaS button at the bottom left corner of the page.
Enter your  Sangoma CX Agent credentials  Click the LOGIN button.
Select the extension and grant permission for the application to use the microphone and speakers if asked..
At this point you are active as an Agent and ready to take calls

Sangoma CXSalesforce CX Salesforce Connector User Guide

The Sangoma CX Salesforce Connector User Guide is available here