UAE FAQ

Does UAE Work With a Salesforce.com Person Account?

Currently there is no mechanism for a UAE Admin to add Person Account functionality. This requires custom phone number fields to be added to the UAE software which are not yet available.

How does the Salesforce.com CTI click-to-call work?

When you click a number in the Salesforce.com CTI application it will call your Fonality PBX phone. Once you pick up the Fonality PBX will call out to the number you dialed. This means when you answer your phone you will hear ringing.

The Salesforce.com CTI click-to-call is not ringing my phone

1. Make sure you phone can place outbound calls

   If not, your phone may need to be registered, search the online help to reconfigure your phone.

2. Make sure your phone can receive inbound calls

   If you cannot receive inbound calls and forwarding is disabled you should check your DND settings.

3. Your phone may have forwarding enabled.

   Login to the Web Admin Panel to check forwarding settings for the extension in question, then login to the Web User Panel to check FindMe settings. Both forwarding and FindMe should be disabled for click-to-call to ring your phone.

Salesforce.com gives me limited Disk Space - Do Fonality Call Recordings take up Salesforce.com disk space?

Calls recorded on your PBXtra are NOT copied to your Salesforce.com account and therefore Salesforce.com disk space is not used.

The link in your Salesforce.com Fonality CDR Records actually points to the  PBXtra recording. This allow us to save the disk space for Salesforce.com.

Clicking the link to the recording in Salesforce.com will get the file from you PBXtra and play it in your web browser - just like when you access the recording via the Fonality Admin Panel!

Related Salesforce.com and UAE Articles

How to use CRM Call Routing (Salesforce.com)

UAE_Extension - User_Mapping

Why don't my calls update instantly within Salesforce.com?

Fonality's custom integration with Salesforce.com makes use of the Salesforce.com API (Application Programming Interface).  An API allows a 3rd party like Fonality to interact with a software platform like Salesforce.com with an important caveat: Salesforce.com controls the quantity of information and the interval for requests.

In laymen's terms - this means that Fonality can only import X number of records within Y time.  Y in this case is 1 hour. Salesforce.com does not allow any developer to access it's software application more than once an hour as this would cause extreme load on their servers (if everyone was making requests constantly).

When servers become overloaded - they crash.  So to avoid a crash, Salesforce.com has put this "speedlimit" in effect.

In order for calls to be imported into Salesforce.com, Fonality has created the following guidelines:

1. Calls must be more than 20 seconds in length

2. Calls must have a known source / destination within Salesforce.com (i.e. they must match a contact, opportunity, lead, or account phone number)

   1. If the source / destination is an extension on the Fonality phone system, that extension must have an existing logical mapping between Fonality extension & Salesforce.com username.