Step 1: Salesforce Integration - Basic Settings

If customers also use Salesforce, they can integrate MiiTel and Salesforce objects. Salesforce objects that can be integrated are Accounts, Contacts, and Leads (Person Accounts can also be integrated).

With Salesforce integration, Salesforce's account name and contacts will automatically be saved to MiiTel's Contacts if the information matches with the phone numbers of MiiTel's outbound or incoming calls. The contact information will automatically be saved to Call History and Call History List.

  • Objects other than Accounts, Contacts, and Leads can not be integrated.
  • The record that matches the phone number saved in Salesforce's phone fields will be created on MiiTel. (MiiTel will not retrieve information from custom fields or objects other than Contacts, Accounts, and Leads.)
  • When the phone number is found in multiple objects, the information will be retrieved by order of Contacts, Accounts, then Leads
  • If more than one record exists for the same object, MiiTel will retrieve the most updated record. 
  • This integration uses REST API.
  • Salesforce API version used for MiiTel is 51.0. If you wish to check the API version, please go to Find Salesforce Edition and API version.

Contents

Requirements

Your Salesforce edition must be one of the following as this integration uses REST API. Please check Salesforce editions that can be integrated with MiiTel for details.

  • Enterprise Edition
  • Unlimited Edition
  • Developer Edition
  • Salesforce Platform Starter
  • Salesforce Platform Plus
Please note that this service is not available for Professional Edition and Essential Edition.

How to integrate

If you are setting up a new integration, please integrate by Authenticate with Salesforce ID (Recommended).
Before you change to Authenticate with Salesforce ID (Recommended), please first see the differences in the authentication method.

Notes when changing from Authenticate with ID and password to Authenticate with Salesforce ID (Recommended)

The following will be different when changing from Authenticate with ID and password to Authenticate with Salesforce ID (Recommended) for the authentication method. Before you change this, please see the chart below. 

 

Authenticate with Salesforce ID (Recommended)

Authenticate with ID and password
Multi-factor authentication Yes Disable Multi-Factor Authentication for API Logins for the integrated Salesforce user
Single sign-on (SSO) Yes No
If you click to call on Salesforce

The clicked record will be saved to Contacts in MiiTel Analytics *1

Record found from the order of Contacts, Accounts, then Leads will be saved to Contacts in MiiTel Analytics.
Timing to create call memo (if the activity history integration is set) 
  • After the call ends
  • After the voice analysis is completed *2
After the call ends
Retrieve contact information
  • Retrieve after the call ends (default)
  • Set to not retrieve contact information
  • Retrieve after the call ends (default)
  • Retrieve all at once *3
  • Set to not retrieve contact information
Audit log Available Unavailable
Disable the integration Yes Please contact Support

 *1 Integration of contact information when you click to call on Salesforce

If you select Authenticate with ID and password, the record found from the order of Contacts, Accounts, then Leads will be saved to Contacts in MiiTel Analytics. With Authenticate with Salesforce ID (Recommended), you can click the record, and the contact information will automatically be saved to Contacts in MiiTel Analytics.

 *2 Timing to create call memo
With Authenticate with Salesforce ID (Recommended), MiiTel will create the call memo in the Salesforce activity history after the voice analysis is completed, even if speech recognition ({SPEECH_RECOGNITION_SUMMARY}, {SPEECH_RECOGNITION})" is not set in Comment on the settings of Salesforce activity history integration.

*3 Retrieve contact information
You can not retrieve contact information all at once with Authenticate with Salesforce ID (Recommended). If you've not checked to retrieve Salesforce contact information by daily batch with Authenticate with ID and password, MiiTel will automatically retrieve the contact information after the call ends.

Options: Email notifications for errors on MiiTel-integrated third-party services

When an error occurs in Salesforce integration or other MiiTel-integrated third-party services, you can receive a notification email whenever an error occurs.

Please refer to Email notifications for errors on MiiTel-integrated third-party services to set this notification.

 

Step 2: Salesforce Activity History Integration

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