1. MiiTel Support
  2. MiiTel
  3. Third-party integrations
  4. Salesforce integration
  1. MiiTel Support
  2. MiiTel
  3. Salesforce integration
  4. Structure of Salesforce integration
  1. MiiTel Support
  2. MiiTel
  3. Salesforce integration
  4. Structure of Salesforce integration

Structure of Salesforce integration

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Edited

Edited

MiiTel integrates with Salesforce as the following.

Contents

Objects that can be integrated

MiiTel will check the records in the following objects.

  • Contact
  • Account
  • Lead
  • User

MiiTel will create and edit the record of the following object.

  • Task

  IMPORTANT

Records and fields that can be integrated

MiiTel will integrate with the Salesforce records that match the phone numbers you've used to make or receive calls by MiiTel Phone. With this integration, you can register or update your contacts from Salesforce and create a new activity history on Salesforce when you make calls on MiiTel Phone.

  • Objects
    • Contact
    • Account
    • Lead
  • MiiTel will check the following standard fields for matching phone numbers.
    • Phone (Phone)
    • Mobile (MobilePhone)

  IMPORTANT

  •  MiiTel can not integrate with objects other than Account, Contact, and Lead.
  •  MiiTel will only be checking the standard phone fields. (Custom fields won't be checked.)
  •  MiiTel might not be able to integrate the records with the following registered phone numbers.
    ・The hyphen is in the wrong location.
    ・There are spaces or parenthesis in the phone number.

If the matching phone number is registered in records for multiple objects

MiiTel will check each object in the following order and then integrate the Salesforce record with the matching phone number.

1. Contact

2. Account or Person Account

3. Lead

If the matching phone number is registered in multiple records for the same object

MiiTel will integrate with the most updated Salesforce record.

If you make a phone call by click to call

The record in which MiiTel creates the activity history will differ depending on the Outgoing call settings for Salesforce activity history integration.

eng_activity_s_Sep28_2023.png

If you do a click to call from the following object's standard phone fields or custom fields, MiiTel will create an activity history on the record, which you have done the click to call.
  • Contact
  • Account
  • Lead

If you do a click to call on an object that has the activities enabled, MiiTel will create an activity history on the record, which you have done the click to call.

If you select a related record after you finish the call with MiiTel Phone for Salesforce, the related record of the activity history in the selected record will be updated.

  IMPORTANT

  •   If you do a click to call on an object that has the activities disabled, MiiTel will not create an activity history.

Call types that can be integrated

MiiTel can integrate the following call types with Salesforce.

  • Outgoing call
  • Incoming call
  • Transfer call (internal, external, automatic call forwarding)
  • Voicemail (MiiTel will register the details on Salesforce only if the Registration timing for the activity history integration is set as After the call ends.)
  • Outgoing call (Missed)
  • Incoming call (Missed)

  IMPORTANT

  •  This integration is not available for Internal calls.

Integration of contacts

If you are retrieving the contact information, the following Salesforce fields will be registered to Contacts in MiiTel.
The registered Contacts will be reflected in the call history and call history list.

Object

The field that will be registered to Contacts

(Account name)

The field that will be registered to Contacts

(Contact person name)
Contact Account Name (Account.Name) Contact Name (Name)
Account Account Name (Name)  
Person Account Account Name (Name) Name
Lead Company (Company) Name (Name)

Values that will be registered to the activity history

MiiTel will register the following fields and values in the activity history.

Timing of the registration: After the call begins

If the Registration timing for the activity history integration is set as After the call begins, the following fields and values will be registered.

Standard fields

Label API name Value
Subject Subject

Depending on the call type, MiiTel will register the following values.
Status Status The Status that is set in the activity history integration
Comments Description

Depending on the call type, MiiTel will register the following values.

  • Outgoing calls, Incoming calls, Transfer calls, or Voicemails
  • Outgoing call (Missed)
    • Outgoing call (Missed)
  • Incoming call (Missed) including automatic call forwarding
    • Incoming call (Missed)
Name WhoId
  • If there is a record with a phone number that matches with the call history:
    • The ID of the related Contact and Lead record (On the record screen, the Name of the record will be displayed.)
  • If there is no record with a phone number that matches with the call history:
    • None
Related To WhatId
  • If there is a record with a phone number that matches with the call history:
    • The ID of the related Account record (On the record screen, the Account name of the record will be displayed.)
    • If you do a click to call when the Outgoing call setting is enabled, the record ID of the click to call record will be registered. (On the record screen, the Name of the click to call record will be displayed.)
  • If there is no record with a phone number that matches with the call history:
    • None
Assigned To OwnerId

Depending on the activity history assignee settings, MiiTel will register the following values.

  • If you've not set the assignee: the ID of the integrated Salesforce user
  • If you've set the assignee:
    Depending on the call type, MiiTel will register the following values.
    • Outgoing call, Outgoing call (Missed), Incoming call, or Transfer call (internal)
      • the ID of the Salesforce user linked with the called MiiTel user
    • Incoming calls (Missed), Transfer calls (external), or Voicemails

For the activity history of automatic call forwarding, depending on whether the phone number of the automatic call forwarding destination is set in the Salesforce user's profile (Phone field), MiiTel will register the following values.

  • If the phone number is set: Salesforce user ID with the set phone number
  • If the phone number is not set: Salesforce user ID integrated with MiiTel

(On the record screen, the [Name] of the Salesforce user ID will be displayed)
Task Subtype TaskSubtype Phone
Due Date ActivityDate Record created date
Call Duration CallDurationInSeconds Call duration (sec)
Register as [0]
Call Type CallType

Depending on the call type, MiiTel will register the following values.

  • Outgoing call or Outgoing call (Missed)
    • Outgoing call
  • Incoming call, Incoming call (Missed), Voicemail, or automatic call forwarding
    • Incoming call
  • Transfer call
    • None
Call Object Identifier CallObject Sequence ID (the ID that is assigned to each call history)

Timing of the registration: After the call ends

If the Registration timing for the activity history integration is set as After the call ends, the following fields and values will be registered.

Standard fields

Label API name Value
Subject Subject

Depending on the call type, MiiTel will register the following values.
Status Status The Status that is set in the activity history integration
Comments Description

Depending on the call type, MiiTel will register the following values.

  • Outgoing calls, Incoming calls, Transfer calls, or Voicemails
  • Outgoing call (Missed) or Incoming call (Missed)
Name WhoId
  • If there is a record with a phone number that matches with the call history:
    • The ID of the related Contact and Lead record (On the record screen, the Name of the record will be displayed.)
  • If there is no record with a phone number that matches with the call history:
    • None
Related To WhatId
  • If there is a record with a phone number that matches with the call history:
    • The ID of the related Account record (On the record screen, the Account name of the record will be displayed.)
    • If you select a related record after the end of the call, the record ID of the selected record will be registered. (On the record screen, the Name of the selected record will be displayed.)
    • If you do a click to call when the Outgoing call setting is enabled, the record ID of the click to call record will be registered. (On the record screen, the Name of the click to call record will be displayed.)
  • If there is no record with a phone number that matches with the call history:
    • None
Assigned To OwnerId

Depending on the activity history assignee settings, MiiTel will register the following values.

  • If you've not set the assignee: the ID of the integrated Salesforce user
  • If you've set the assignee:
    Depending on the call type, MiiTel will register the following values.
    • Outgoing call, Outgoing call (Missed), Incoming call, or Transfer call (internal)
      • the ID of the Salesforce user linked with the called MiiTel user
    • Incoming calls (Missed), Transfer calls (external), or Voicemails

For the activity history of automatic call forwarding, depending on whether the phone number of the automatic call forwarding destination is set in the Salesforce user's profile (Phone field), MiiTel will register the following values.

  • If the phone number is set: Salesforce user ID with the set phone number
  • If the phone number is not set: Salesforce user ID integrated with MiiTel

(On the record screen, the [Name] of the Salesforce user ID will be displayed)
Task Subtype TaskSubtype Phone
Due Date ActivityDate Record created date
Call Duration CallDurationInSeconds Call duration (sec)
Call Type CallType

Depending on the call type, MiiTel will register the following values.

  • Outgoing call or Outgoing call (Missed)
    • Outgoing call
  • Incoming call, Incoming call (Missed), Voicemail, or automatic call forwarding
    • Incoming call
  • If the call type is Transfer call
    • None
Call Object Identifier CallObject MiiTel sequence ID (the ID that is assigned to each call history)

Custom fields

If you create custom fields to register the Dial start time, Call start time, Call end time, and Call memo in the object and set them in the activity history integration, MiiTel will register the following fields and values.

Field Field type Value
The custom field to register the Dial start time date The date/time when the person dialed or picked up the phone call
The custom field to register the Call start time date The date/time when the call started
The custom field to register the Call end time date The date/time when the call ended
The custom field to register the call memo multiPicklist The value of the call memo that was registered in the call history

When MiiTel will create or update the activity history

MiiTel creates the activity history by the registration timing (after the call begins or after the call ends) that is set in the activity history integration. Also, MiiTel will update the activity history when the speech recognition results are registered to the Call memo and Comment.

Creating a new activity history

  • MiiTel creates the activity history by the registration timing (after the call begins or after the call ends) that is set in the activity history integration.

Updating an activity history

  • If you set to register the Call memo in the activity history integration, MiiTel will update the activity history after the following events so the call memo can be updated.
    • After you save the call memo on MiiTel Phone
    • After the speech analysis is finished *1
    • When you edit the call memo from the call history

  IMPORTANT

  •   *1 Even if you did not set the speech recognition results ({SPEECH_RECOGNITION_SUMMARY}, {SPEECH_RECOGNITION}) in Comment of the activity history integration, MiiTel will still update the activity history.
  • If you set the speech recognition results ({SPEECH_RECOGNITION_SUMMARY}, {SPEECH_RECOGNITION}) in Comment of the activity history integration, MiiTel will update the activity history after completing the speech analysis on the call history so it can register the speech recognition results.

  IMPORTANT

  •   For the activity history that MiiTel created, if you've updated this activity history on both MiiTel and Salesforce simultaneously, you may experience an error due to the processing conflict and might fail to update the activity history.
    Therefore, please edit the activity history (that was created by MiiTel) after the speech analysis is completed.

The activity history that is created from the predictive dialer

MiiTel will create the following Salesforce activity histories from the predictive dialer. Please check below for details.

  • If the destination side didn't pick up the call: Outgoing call (Missed)
  • If the destination side picked up the call, but nobody wasn't able to answer the call: Outgoing call (Missed)
  • If the destination side picked up the call and the caller was able to answer the call: Outgoing call *2

  IMPORTANT

  •   *2 MiiTel will create the activity history for outgoing calls only if the Registration timing for the activity history integration is set as After the call ends.

How to check and solve the integration errors

If you want to check the integration errors on MiiTel Admin, please see How to check the third-party integration error log.
For details and solutions of the errors, please check Errors and solutions for third-party integration.

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