How to use CRM Call Routing (Salesforce.com)

This article contains information on CRM Call Routing Basics including setup instructions and links to other UAE and CRM integration pages.

What is CRM Call Routing?

CRM Call Routing is directing a call to a certain extension based on information in CRM software. For example, if you use Salesforce.com for your CRM and are the owner of an opportunity in Salesforce.com you may want callers from this opportunity routed to your extension before going to a Sales queue.

CRM Integration Setup

First you must setup your UAE integration with Salesforce.com. You can do this yourself, please review the installation guide and wiki article below for assistance.

• UAE Installation Guide

• Unified Agent Edition (UAE) Installation, Setup, and Troubleshooting

Make sure to follow the steps for "UAE mapping" setup. This is how Salesforce.com information will be linked to Fonality PBX extensions.

Setting Up CRM Call Routing

Most Common Call Routing Techniques

You can route calls in two ways using Salesforce.com (depending on your settings in the Routing Method field of the UAE -> Settings page.):

• Salesforce.com contact

• Salesforce.com opportunity

Customers use CRM call routing to route an opportunity or contact in Salesforce.com to the opportunities owner in their Fonality PBX. Usually this happens right before the call is sent to a general queue or a general voicemail box. This way the call is routed to the owner but is not lost if the owner is unavailable.

Call Routing Setup Instructions

After you have completed your CRM integration setup, to add CRM routing, do the following:

1. Login to the Fonality Admin Panel.

2. Click "Auto Answer -> sub menus" and then click the sub menu which you want to modify.

3. From the Add New Sequence heading, modify two fields:

   1. After step: Set this number to the number of the step you would like to insert.

   2. Add new step: Select CRM Call Routing from the drop down. You can select with or without voicemail depending on your preference. Forwarding and FindMe will always be respected. 

4. Click "Apply All Changes"

Call Routing Example Setup

The figure below shows UAE calls being routed to their CRM owner before asking the caller to enter a keypress which will route them to a Sales Queue.

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