Using Salesforce

June 25, 2020

Once your Salesforce Administrator has enabled the integration, follow these steps to connect your Samespace account:

  1. Log into Salesforce Lightning
  2. Open the Salesforce App that the CTI Softphone has been enabled for
  3. Click on the Phone icon at the bottom of your screen
  4. Sign in with your Samespace credentials.

Receiving a Call

Before you can start receiving calls, you'll want to make sure that you've set yourself available.

Incoming call

Place a Call

Place a call without ever having to leave Salesforce, either by CTI (click to call) or with our native dialer. You'll even be able to search your Company directory.

Salesforce CTI

Once your call connects, you'll have access to call controls like:

  1. Hold
  2. DTMF
  3. Notes
  4. Add Call

Connected Call

You can change your outbound calling team, by going to preferences.Simply click on your user avatar and change your team.

SF Preferences

Preferences

Other than changing your team for outbound calls, agent can change the appearance of their dialer, They can reset their password and change their away status.

If the user make themselves unavailable by chaing their status, they won't be able to receive any inbound call.

To make yourself available again simply go to preferences and click on I am ready Button.

SF Status

Campaign calls

Agent can receive campaign calls on their dialer as soon as their manager starts the campaign from Samespace Web application.

Agent can see lead details and call script on their dialer. Based on the settings defined by the campaign manager, agent will get option to accept/deny calling as well as the dial delay period

Any notes tags and other call details taken by agent will be stored in Samespace Object inside Salesforce.

User Insights

Agent can see their performance like number of calls made, their Avg. Call Duration, and Total Session Time within their native Samespace CTI.

Salesforce CTI

Toggle between Today, Last Week, Last Month to check your stats for that time period.

On this page

Introduction

Receiving a Call

Place a Call

Preferences

Campaign calls

User Insights