1. MiiTel Support
  2. MiiTel
  3. Third-party integrations
  4. Salesforce integration
  1. MiiTel Support
  2. MiiTel
  3. Salesforce integration
  4. Step 4: Salesforce Softphone Deployment
  1. MiiTel Support
  2. MiiTel
  3. Salesforce integration
  4. Step 4: Salesforce Softphone Deployment

Step 4: Salesforce Softphone Deployment

編集日:

Edited

Edited

This page explains how to deploy MiiTel Phone to Salesforce.

Screen_Shot_2022-03-28_at_11.42.14.png

Contents

  IMPORTANT

  •   You must have a Lightning app on your Lightning Experience user interface. If you are using the Classic app, you need to upgrade to the Lightning app to use this feature. For details, please see Upgrade Classic Apps to Lightning Apps.
  •   You can only set one Open CTI for each Salesforce user. Therefore, the user can't use multiple Open CTI features from other companies at the same time.

Step 1: Receive a call center definition file

  1. Log in to MiiTel Admin.

  2. Click Third Party Integration > Salesforce.

  3. Click Salesforce call center definition file (Lightning) located at the bottom of the screen, then download the definition file.

eng_L_1.png

Step 2: Add a call center definition file

  1. Log in to Salesforce with a user that has a system administrator profile.

  2. Click Setup from the wheel icon located on the top right corner of the screen.

Eng_setup_button.png

  1. Enter call center in the search box. From the results, click Call Centers.

Eng_search_call_center.png

  1. Click Continue.

Eng_CallCenters_1.png

  1. From All Call Centers page, click Import.

Eng_CallCenters_2.png

  1. Click Choose File, then set the call center definition file you have downloaded in Step 1.

Eng_CallCenters_3.png

  1. Click Import to import the definition file.

Eng_CallCenters_4.png

  1. If the import is successful, you will proceed to the page as shown below. (URL of this page will vary depending on your environment.)

Eng_CallCenters_5.png

Step 3: Add users to the call center

  1. After importing the call definition file, click Manage Call Center Users.
    (To go to this page, please refer to Add call center definition file.)

Eng_manage_user_4.png

  1. Click Add More Users.

    Eng_manage_user_2.png

  2. Enter the search conditions and click Find.

    Eng_manage_user_3.png

  3. Check the users you would like to add then click Add to Call Center.

    Eng_manage_user_4.png

  4. The added users of the call center will be displayed.

    Eng_manage_user_5.png

Step 4: Add Open CTI softphone to Utility Items

  1. Enter app in the search box. From the results, click App Manager.

    Eng_app_managre1.png

  2. Click ▼ located on the far right of the app which you would like to deploy MiiTel Phone, then click Edit.

Eng_app_managre2.png

  IMPORTANT

  1. After you click Utility Items (Desktop Only), click Add Utility Item then select Open CTI Softphone.

    Eng_app_managre3.png

  2. Enter the following information, then click Save.

    Eng_app_managre4.png

1Utility Bar Alignment: Set the location of your MiiTel Phone to be displayed on Salesforce.

　・ Default: Bottom left

　・ Mirrored: Bottom right

2Label: MiiTel Phone

3Start automatically: If checked, MiiTel Phone will automatically start and you will be ready to receive calls when you log in to Salesforce.

  1. Try logging in with the added user from Step 3. If MiiTel Phone is displayed on Salesforce (bottom left or bottom right), you are finished!

    Eng_app_managre5.png

If MiiTel Phone is not displayed on the left or right side of your home page, please check MiiTel Phone is not displayed on Salesforce.

  NOTE

  • Location of the Salesforce softphone:
    For Salesforce Classic, the phone will be displayed on the left side of the screen and it will always be displayed.
    (For Lightning Experience, MiiTel Phone will be displayed after you click MiiTel Phone tab on the bottom left or right.)
  • Display mode of MiiTel Phone:
    For MiiTel Phone for Salesforce, you cannot use wide mode on Salesforce Classic.
  • Pop-up feature for incoming calls:
    You cannot make any settings to the pop-up for incoming calls on Salesforce Classic.
    (You can change the pop-up settings for incoming calls with Lightning Experience)
  • Move to other pages during the call:
    For Salesforce Classic, if you refresh the Salesforce page displaying MiiTel Phone for Salesforce or move to another page during the call, the call itself will end automatically.

Contents

Step 1: Receive call center definition file

  1. Log in to MiiTel Admin.

  2. Click Third Party Integration > Salesforce.

  3. Click Salesforce call center definition file (Classic) located at the very bottom of the screen, then download the definition file.

    eng_Classic1-a.png

Step 2: Add call center definition file

  1. Log in to Salesforce with a user that has a system administrator profile.

  2. Click Setup located on the top right corner of the screen.

  3. Enter call center in the search box.

  4. From the results, click Call Centers.

eng_Classic2.png

  1. From All Call Centers page, click Import.

Classic_2.png

  1. Click Choose File, then set the call center definition file you have downloaded in Step 1.

eng_Classic3.png

  1. Click Import to import the definition file.eng_Classic4.png

  2. If the import is successful, you will proceed to the page as shown below. (URL of this page will vary depending on your environment.)

eng_Classic_sample.png

Step 3: Add users to the call center

  1. After importing the call definition file, click Manage Call Center Users.
    (To go to this page, please refer to Add call center definition file)

eng_Classic_manage_call_center_users.png

  1. Click Add More Users.

mceclip5.png

  IMPORTANT

  •   You can only set one Open CTI for each Salesforce user. Therefore, the user can't use multiple Open CTI features from other companies at the same time. 
  1. Enter the search conditions. Click Find.

eng_Classic_search.png

  1. Check the users you would like to add then click Add to Call Center.

eng_Classic_adduser.png

  1. The added users of the call center will be displayed.

eng_Classic_userlist.png

  1. Try logging in to Salesforce with the added user. If MiiTel Phone is displayed on Salesforce (left), you are finished.

eng_Classic_phone.png

Step 4: Link Salesforce user to MiiTel user

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