Softphones that integrate with SalesForce
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We are married to Salesforce as our company's CRM solution. As I'm determining user requirements for IP phones and softphones for our to-be-deployed FreePBX system, our sales folk want something that plays nice with Salesforce.
Does anyone have experience with the CRM Link Module for FreePBX or know what Zoiper features integrate with Salesforce (contacts, logging calls into Salesforce), or have other suggestions / experience.
The users have described a desired experience of the following.
- Inbound call is received.
- Notification appears on their display (softphone receiving an inbound call).
- That notification includes some kind of link to either a page in Salesforce, or includes Salesforce-stored information about the contact, which it would identify based on caller ID.
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Have you looked at the documentation for this?
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Here is the documentation for Salesforce API integration.
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@dustinb3403 !!
I have not. Reading now.
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@dustinb3403 Spoke too soon. That talks about the commercial module, as when I go to those settings, I'm prompted to purchase it. I'll still read through the documentation though.
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@eddiejennings said in Softphones that integrate with SalesForce:
@dustinb3403 Spoke too soon. That talks about the commercial module, as when I go to those settings, I'm prompted to purchase it. I'll still read through the documentation though.
Is this in anyway not surprising? SalesForce is the largest CRM in the world. It would be assumed (I think by everyone reading this topic) that you would purchase the modules required for the integration. . . .
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@dustinb3403 said in Softphones that integrate with SalesForce:
@eddiejennings said in Softphones that integrate with SalesForce:
@dustinb3403 Spoke too soon. That talks about the commercial module, as when I go to those settings, I'm prompted to purchase it. I'll still read through the documentation though.
Is this in anyway not surprising? SalesForce is the largest CRM in the world. It would be assumed (I think by everyone reading this topic) that you would purchase the modules required for the integration. . . .
No, it's not surprising, and purchasing the module likely make sense. Mind you we have no PBX to Salesforce integration currently. Truly, I'm more interested in softphones that integrate with Salesforce.
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Also, I'm interested in knowing the experience others have had with that particular commercial module: pain-in-the-ass vs reasonable-configuration-works-as-intended.
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I would assume that there is Click to Call functionality, that softphones are well supported.
As for what features Zoiper has I don't know, but the top level has a bit more details on what is required etc.
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I've never tried to integrate with Salesforce so, no idea.
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@eddiejennings said in Softphones that integrate with SalesForce:
Truly, I'm more interested in softphones that integrate with Salesforce.
Why would this even exist? You would have to manage connections from every device to Salesforce. That is not the point of a softphone (or hardphone). The point of the phone is to talk to the PBX.
Now integrating the PBX with SalesForce is a great idea, and can let it do lookups for CallerID or even cause the salesforce appmto issue a pop up or some such.
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@jaredbusch said in Softphones that integrate with SalesForce:
Why would this even exist?
For the same reason the joke about Sales folks can do every office function imaginable within PowerPoint exists.
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@jaredbusch said in Softphones that integrate with SalesForce:
Now integrating the PBX with SalesForce is a great idea, and can let it do lookups for CallerID or even cause the salesforce appmto issue a pop up or some such.
As I've done some research today, I believe this is the kind of thing they want -- specifically a popup with information about an incoming call.
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@eddiejennings said in Softphones that integrate with SalesForce:
@jaredbusch said in Softphones that integrate with SalesForce:
Now integrating the PBX with SalesForce is a great idea, and can let it do lookups for CallerID or even cause the salesforce appmto issue a pop up or some such.
As I've done some research today, I believe this is the kind of thing they want -- specifically a popup with information about an incoming call.
Definitely would seem to be a PBX feature, not a endpoint device feature. A softphone is pretty much a desk phone just inside your computer via software only. I wouldn't expect a dumb phone on my desk to have this ability, but I would expect my PBX to maybe be able to accommodate this.
The only other option would be is if SalesForce is the PBX, but then, there's still a PBX involved.
