Transcript
Page 1: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

               

     

 

CRM  LINK  for  SALESFORCE  Administrator  Guide  

 

Released  5/9/2014  

 

 

 

 

       

 

   

Page 2: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  1         Released  May  9,  2014    

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

           

TABLE  of  CONTENTS    

Overview  Fonality  CRM  Link……………………………………………………………………………..Error!  Bookmark  not  defined.    1.   Prerequisites  for  CRM  Link  for  Salesforce  Installation  ....................................  2  

 

2.   Setup  ..................................................................  Error!  Bookmark  not  defined.  

a.  Installing  Fonality  CRM  Link  for  Salesforce  for  the  First  Time  ............  Error!  Bookmark  not  defined.  

b. Granting  Access  to  All  Users  ...........................  Error!  Bookmark  not  defined.  

c. Setting  Up  HUD  User  Logins  ...........................  Error!  Bookmark  not  defined.  

d. Adding  Remote  Sites  ......................................  Error!  Bookmark  not  defined.  

e.   Getting  Server  Token:  ....................................  Error!  Bookmark  not  defined.  

e. Retrieving  Your  User  ID  ..................................  Error!  Bookmark  not  defined.    

3.   Adding  Users  to  Call  Center  ................................  Error!  Bookmark  not  defined.    

4.   Adding  Fonality  SoftPhone  Layouts  ....................  Error!  Bookmark  not  defined.    

5.   Changing  the  Call  Center  URL  ..............................  Error!  Bookmark  not  defined.  

 

Page 3: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  2         Released  May  9,  2014    

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

   

 

 Overview  

Fonality  CRM  Link  was  created  to  provide  enhancements  to  your  Salesforce  experience  by  linking  your  Fonality  Solutions  to  your  Salesforce  CRM  system.  Fonality  CRM  Link  integrates  business  communications  into  the  Salesforce  environment  to  improve  agent  productivity,  increase  call  efficiency  and  redefine  the  customer  experience.          Fonality  CRM  Link  will  enhance  your  Salesforce  interface  with  features  such  as:  

• Integrating  a  Dial  Pad  SoftPhone  with  your  dashboard  • 1  Click  Dial  outbound  calling  using  your  Fonality  Business  Solution  • Automatic  Call  Logging  (storing  customer  notes,  contacts,  caller  ID,  records,  etc.)  in  real  time  • Integrating  custom  pop-­‐up  Fonality  and  Salesforce  objects  through  Caller  ID    

 

This  Administrator’s  Guide  will  enable  a  Salesforce  Administrator  to  deploy  Fonality  CRM  Link  for  Salesforce  to  your  instance  of  Salesforce  CRM.    

1. Prerequisites  for  CRM  Link  for  Salesforce  Installation:  a. List  of  Salesforce  User  ID's  (Your  Salesforce  Administrator  should  be  able  to  export  a  

list.)  b. List  of  HUD  Web  User  Names  (Combine  1  and  2  for  the  .csv  file  to  be  uploaded  to  

Salesforce.)  c. Administrator  Control  Panel  (CP)  User  Name  and  Password  (This  will  also  provide  you  

with  your  Server  ID.)  d. Access  to  Salesforce.  

 

2. Setup  e. Installing  Fonality  CRM  Link  for  Salesforce  for  the  First  Time:  

Page 4: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  3         Released  May  9,  2014    

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

• LOGIN  into  Salesforce  as  System  Administrator  at  https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B4h1fEAB    

• CLICK  =>  Continue    

   

     

• CLICK  =>  Get  It  Now  

   • CLICK  =>  Log  in  to  the  AppExchange  

 

Page 5: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  4         Released  May  9,  2014    

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

   • CLICK  =>  Install  in  production    

 

     

• CLICK  =>  Confirm  and  Install!    

Page 6: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  5         Released  May  9,  2014    

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 

• CLICK  =>  Continue    

 

   

Page 7: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

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Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 f. Granting  Access  to  All  Users:  

 • From  the  SFAdapter  screen,  CLICK  =>  Next  

 

   • CLICK  =>  Install  

 

       

 

Page 8: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  7         Released  May  9,  2014    

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 g. Setting  Up  HUD  User  Logins:  

• CLICK  =>  +  Sign  from  the  Tool  Bar  Menu    

• CLICK  =>  Fonality  Settings    (This  will  take  you  to  the  HUD  users  logins  screen.)      

   

• CLICK  =>  Setup  in  the  upper  right  hand  corner    

 

   

Page 9: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  8         Released  May  9,  2014    

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 h. Adding  Remote  Sites:  

Under  Administer:      

• CLICK  =>  Security  Controls  =>  Remote  Site  Settings.      

• CLICK  =>  New  Remote  Site    

 

 • Enter  Remote  Site  Name  and  Remote  Site  URL    

 • CLICK  =>  Save  

 

Page 10: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  9         Released  May  9,  2014    

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 

 

i. Getting  Server  Token:  

• CLICK  =>  Fonality  Settings    

(NOTE:  You  must  have  an  Admin  Username  and  Admin  Password.)  

• CLICK  =>  Get  server  token  

 

     j. Retrieving  Your  User  ID:  

• CLICK  =>  Setup/Manage  Users/Users  =>  User  ID    

Page 11: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  10         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 

         CLICK  =>Edit  Layout      

           DRAG  and  DROP  =>  User  ID  box  located  under  Quick  Find  down  to  the  Additional    Information  field.    CLICK  =>  Save                

Page 12: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  11         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 

   

                   Copy  your  User  ID:  

 

• CLICK  =>  Fonality  Settings      Under    Upload  configuration  file:    

• CLICK  =>  Click  here  to  download  the  template  

Page 13: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  12         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 

 • CLICK  =>  Save  File    • CLICK  =>  OK  

   

             FIND  and  OPEN  =>  fon_FonAdapterConTemplate    • ENTER  your  Salesforce  USER  ID  and  HUD  USER  ID  in  the  template  with  the  format  

SalesforceID,HUD  USER  ID  (No  Spaces).    NOTE:    

• If  you  use  an  email  address  for  your  Salesforce  User  ID,  you  can  change  your  HUD  USER  ID  to  the  same  email  address  through  the  HUDWeb  Control  Panel  (CP).      

• If  you  are  going  to  add  multiple  users,  make  sure  the  format  below  is  applied.    Each  user  will  have  a  unique  ID  and  will  have  to  be  entered  on  a  separate  line.      

 

 

Page 14: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  13         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

• CLICK  =>Save    

• CLICK  =>  Fonality  Settings  =>  Browse      

• SELECT  =>  fon_FonAdapterConTemplate    

• CLICK  =>  Upload  File  

 

   

   

Page 15: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  14         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

   

3. Adding  Users  to  Call  Center:  

CLICK  =>  Setup  

Under  Build:      • CLICK  =>  Customize  =>  Call  Center  =>  Manage  call  centers  

 • CLICK  =>  Continue  

 

• CLICK  =>  Continue  upon  reaching  Introducing  Salesforce  CRM  Call  Center    

Page 16: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  15         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 

 • CLICK  =>  FonSFadapter  

   

• CLICK  =>  Edit  

 

Page 17: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  16         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

CHANGE  =>  CTI  Adapter  to  https://sfa.fonality.com/SFAdapter/  •

  CLICK  =>  Save•  

 

 

• CLICK  =>  Manage  Call  Center  Users  

 

       

Page 18: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  17         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

       

• CLICK  =>  Add  More  Users    

 

 

• Enter  Name(s)  in  the  search  field  • CLICK  =>  Find      • Place  a  Check  mark  with  the  User(s)  you  would  like  to  add  • CLICK  =>  Add  to  Call  Center

 

 

Page 19: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  18         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 

 3. Adding  Fonality  SoftPhone  Layouts  

From  Setup    

• CLICK  =>  Customize|Call  Center    • CLICK  =>SoftPhone  Layouts|Customize  SoftPhone  layouts    

   • CLICK  =>  New        • Enter  the  Name.    Customize  your  settings  under  SoftPhone  Layout  and  CTI  2.0  or  

Higher  Settings.    • Check  box  with  =>Is  Default  Layout  • CLICK  =>  Save  

Page 20: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  19         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 

 

 

   

Page 21: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  20         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 

4. Changing  the  Call  Center  URL  From  Setup  

• CLICK  =>  Customize|Call  Center      • CLICK  =>  Call  Centers    • Choose  =>  FonSFAdapter  

 

 

 

 

       

Page 22: Administrator Guide Fonality CRM Link for Salesforce May 9 ......ADMINISTRATORGUIDE:!CRM!LINK!for!SALESFORCE!! Page!2!! ! ! Released!May!9,!2014!! Company!Proprietary!Information!–!Not!for!Distribution!Without!Written!Permission!

   

ADMINISTRATOR  GUIDE:  CRM  LINK  for  SALESFORCE  

  Page  21         Released  May  9,  2014  

Company  Proprietary  Information  –  Not  for  Distribution  Without  Written  Permission    

 • CLICK  =  >  Edit  

 

• Enter  the  required  URL  into  CTI  Adapter  URL  field.    (Uploaded  package  sets  default  URL.)      

• CLICK  =>  Save  

 

 


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