Using MiiTel Phone with Lightning Experience Edition

This page will walk you through the process of logging in and getting your MiiTel Phone ready to use if you are using Lightning Experience in Salesforce.

This page also provides some useful options and views for using the MiiTel Phone in Salesforce.

To use this feature, you need to set up a softphone to Salesforce. Please use "Salesforce Softphone Deployment (Lightning Experience)" or "Salesforce Softphone Installation (Salesforce Classic )" or "Salesforce Softphone Installation (Salesforce Classic )". Please follow the instructions in Salesforce Softphone Deployment (Salesforce Classic).
If you are using Salesforce Classic, please refer to "Using Salesforce Classic".
If you are using Salesforce Classic, please refer to "Using Salesforce Classic".

Contents

Step 1 : Show Softphone on Salesforce

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  1. Log in to Salesforce.com as a MiiTel Phone-enabled user.

If you get a "Unable to connect" error when logging in, you can use Unable to log in to MiiTel Phone in Salesforce.
  1. Click [MiiTel Phone] in the lower left corner of the screen to launch MiiTel Phone.

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If you do not see "MiiTel Phone", it is possible that you have not properly configured your softphone deployment. If this is the case, please check with your organization's Salesforce administrator.

Step 2 : Login to MiiTel Phone

  1. Enter the login ID and password you received in advance to login to your MiiTel Phone.

    Enter the login ID and password you received in advance.

  2. Once the login is complete, the keypad will appear as shown below.

When an incoming call is received from a phone number registered in Salesforce, this function displays the Salesforce page of the customer with the phone number in question or multiple customers with the phone number in question on the search result page.

The incoming call screen of the MiiTel Phone embedded in Salesforce will show the Salesforce registration status of the phone number as shown below. If you have one or more records that match in Salesforce, you can open the customer's Salesforce page and then answer the call.

SF _____.png

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  1. Click the Open button that appears on the incoming call screen.
The Open button will only appear if the incoming number is registered in Salesforce.
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  1. The screen displayed will differ depending on how many of the corresponding incoming numbers are registered in Salesforce, as shown below.
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  • No matching record: Click [Answer Call] to display the form for registration
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GIF ____.gif

  • One matching record: Click the [Open] button to display the corresponding detail page
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GIF _1_____.gif

  • Multiple matching records: Click the [Open] button to display the corresponding customer records in the search screen.

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Convenient Feature 3 : Checking the group and line names receiving incoming calls

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If you hover the cursor over the line name displayed on the optional incoming call screen, the group name and line name will pop up and you can also check which group is receiving the incoming call.

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SF_ popup.png

Convenience Feature 4 : Move your MiiTel Phone to another location

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If you find it difficult to operate the MiiTel Phone due to the overlap between the MiiTel Phone and the Salesforce left screen, you can use the following method to separate it from the Salesforce screen.

  • Click the [Pop Out] button in the upper right corner of the MiiTel Phone.
  • __________2019-10-08_16.01.42.png

    1. This will detach you from the Salesforce screen and show the MiiTel Phone.
    2. To move it back to the lower left corner of the Salesforce screen, click the Pop In button in the upper right corner of the MiiTel Phone.

    __________2019-10-08_16.06.46.png

    The position of the [MiiTel Phone] button in the lower left corner of the Salesforce screen and its position when MiiTel is launched cannot be changed.
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    Frequently Asked Questions

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    Can I keep the call even if I move pages?

    • In Lightning Experience version, the call status is maintained even if the page is moved during the call. However, in the Salesforce Classic version, due to Salesforce's specifications, the call will be disconnected if the page is moved.

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