Step 2: Salesforce Activity History Integration

The phone number you used to make outgoing calls, receive incoming calls, or make an automatic transfer with MiiTel Phone will be integrated with the Salesforce record that has the same phone number, and a Salesforce activity history will automatically be created. If there are no records that have this phone number, a Salesforce activity history with the Related to field blank will be created.

For activity histories without a related Salesforce record, the following Salesforce users can check the histories.

  • Assigned user of the Salesforce activity history.
  • Salesforce users who have higher roles than the assigned user.
  • Salesforce users with system administration privileges.

  IMPORTANT

  •   To use this feature, you would need to first set up the Salesforce integration.
  •   Call history from automatic forwarding will not be created on Salesforce.
  •   The Salesforce account used for this integration must have access to see the User Objects.

Activate Salesforce activity history integration

  1. Visit https://account.miitel.jp/v1/signin and log in to MiiTel Analytics.
  2. Click cog-solid Open MiiTel Admin on the top right of the page.

  3. Click Third Party Integration > Salesforce
  4. Click the Activity history integration tab.
  5. Check Enable activity history integration.

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  1. After you set all of the following fields, click Save.

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1Registration timing: Choose when the call history information is going to be created on Salesforce.
After the call begins: Activity history will be created after the call begins.
After the call ends: Activity history will be created after the call ends. Also, if you complete the settings in steps #4 - #9, Dial start time, Call start time, Call end time, Call memo, etc., can also be created on Salesforce.

  NOTE

  •   If you select After the call begins, the following information will automatically be entered in Comment of MiiTel's call history.

・Canceled calls: Outbound call (No answer)

・Missed calls: Incoming call (No answer)

Incoming call, Outbound call, Answering machine, Call forwarding: Call history URL

2Outgoing call settings: If you enable this setting and do a click to call on a Salesforce object that has the activities enabled, MiiTel will create an activity history on the record, which you have done the click to call. (More details are available in Records and fields that can be integrated.)

3Subject: Set the subject to be displayed in Salesforce's activity history.

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4Status: Select the status to be used for registering the activity history.
If you set this as Completed, the call history will be displayed as Tasks. If you set this as Open, the call history will be created as an upcoming task.

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5Dial start time: Select a custom field where the dial start time will be registered. The field type must be Date/Time.

6Call start time: Select a custom field where the call start time will be registered. The field type must be Date/Time.

7Call end time: Select a custom field where the call end time will be registered. The field type must be Date/Time.

  NOTE

  •   To create a custom field with the field type as Date/Time, log in to Salesforce with an account that has administration privileges, then click Settings > Object Manager tab > Activity > Fields and Relationships. Next, go to Create Custom Fields and start from Step #2 to create the custom field.

8Call memo: Select a custom field where the call memo will be registered. The field type must be Picklist (Multi-Select).

  NOTE

  •   Create the custom field on Salesforce where the Call History will be registered.
  1. Log in to Salesforce with an account that has administration privileges, then click Settings.
  2. Click Object Manager tab > Activity > Fields and Relationships. (You can not create custom fields from Tasks)
  3. Click New.
  4. Select Picklist (Multi-Select) in Step 1. Choose the field type.
  5. Set the following for Step 2. Enter the details.

    1Field Label: Enter the name of the field.

    2Values: Select Enter values, with each value separated by a new line

    3Enter a sample call memo here. (The settings will be incomplete if this section is left blank.)

    4Uncheck Restrict picklist to the values defined in the value set.

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  1. Click Next and continue with the settings to Step 4. Add to page layouts, then click Save.

9Comment: Set all call history information to be included in comments of activity history fields.

  1. Click the type of information you want to include in Comment from Merge field.

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  1. Like the image below, type the name of the field (that you wish to display on Salesforce).

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10Comment (canceled calls or missed calls): Set the information to be included in comments of canceled calls or missed calls.

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  NOTE

  •   The field name in the Merge field will be displayed with curly brackets "{}." For example, the call type will be displayed as {CALL_TYPE}.
  •   You cannot enter curly brackets "{}" (as optional characters) in Comment. (E.g., {Call type:} {CALL_TYPE})
  •   Select the {field name} from the Merge field. You cannot select a field that is not in this list.
  •   For Comment, you can enter up to 30,000 characters (including the values from Merge Field).
  •   If you use {{COMMENT}} for the Merge Field, MiiTel will register the comments you have registered on MiiTel Phone (by the end of the speech recognition) to the activity history. (Please note that new comments that were registered from the call history after the speech recognition will not be reflected in Salesforce.)

Step 1: Basic settings  | Step 3: How to find your Salesforce security token

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