User Guide for Salesforce Adapter

The phone number is found once: The Phone Panel displays a 'pop' button. This button allows the user to open the record that has been found.

Multiple instances of the phone number are found: The Phone Panel displays a 'search' button. Clicking this will show the multiple instances found, allowing the user to manually select the correct instance.

The phone number is not found:The Phone Panel displays the 'New' button. Clicking this button will create and open a new entity with an association to the caller's number.

Telephone call activity recording is performed by inserting a completed Activity into Salesforce and where possible associating the activity with a Salesforce entity. This document uses the term "Call Record" to describe the activity record that is created in Salesforce.

A Call Record is created when a user running the Salesforce Adapter hangs-up or transfers a telephone call from the handset that is monitored by the Adapter.

In telephony, a call is completed when user transfers or hangs up the active call on their handset. So, in the transfer call scenario, there will be two or more call completion points, hence more than one call saved.

What if you don't dial or click to dial from within Salesforce, that is, you manually make a call from the handset. If the user is logged into Salesforce and the Adapter is connected, the behaviour will be the same as if using "click to dial" from within Salesforce. i.e. if a single contact entity is matched it will be associated with the entity, if more than one is matched and no interaction takes places to select the entity, then it will not be associated. However, if you are not logged in to Salesforce with the Adapter connected then no Call Record will be logged.

Internal calls are saved, however from version 1.0.1 they will not be associated with Salesforce entity. They will show in Call Center / Call related reports. Determining whether a call is internal or external is governed by the settings in client software that the Adapter uses to make the connection to the telephone system (by default a number of 6 digits or greater is treated as external).

To report on call history, the user is required to create a Salesforce report. Follow the steps provided in the appendices on Creating Call History report.

As the call is recorded as a Salesforce Activity we are limited to what information we can store. (See appendices on Call Record Example.)

Associating a call to an entity is affected by multiple situations. This is because the only possible matching opportunity is using the external phone number associated with the active call. Within Salesforce, a number can appear more than once e.g. against a contact, against a company or even multiple times in various leads. This means the recording method relies on user interaction to improve and confirm the entity associations.

Should a match be made, the user can pop to the entity and continue to use Salesforce as they typically would. On call completion, the Call Record will be saved and associated with the current open page. So, in the scenario where the first entity popped was not the preferred match and the user then navigates to the correct match (account for example), then the adapter will use the new entity as the preferred match.

If there is a single match for the contact for an inbound or outbound call, and no interaction is made (for example "popping" the contact record) then the call record will still be associated with that contact automatically.

If there is more than one match, then the user must select a contact for the Call Record to be associated with. If the user does not interact by navigating to an entity in Salesforce, a Call Record will still be added on call completion, but no entity association will be made.

Outbound calls are handled similarly as a single matched record. For example, if click to dial is actioned from an entity's page, it can be asserted that this is the correct entity to associate the Call Record with. Therefore in this case, if the user completes the call without any actual interaction, it will be associated with this entity.

• Click to dial has the best chance of correct association as it uses the page dialed from.
• If single match is made that entity is associated with the call record.
• If dialed from List Page, like Home page, then you should navigate to an entity for correct association to occur.
• Manual dial via number entry - user should dial from home screen i.e. not from an entities page. Without interaction, it will not associate with any entity, but if you are on a contact record it will associate with that record.

• If single match is made that entity is associated with the call record.
• If multiple matches are found, then based on the user's interaction of selecting a contact will determine the association.
• If not found and user select new button, call record is associated with the new record.
• If not found and call ends without selecting the new button then no association is made.

• Multiple Calls records are created for each user who handles the call
• Searches occur after a transfer - so second user will also need to navigate to correct contact

• Are saved - from 1.0.1 onwards are not associated with Salesforce entity other than user - internal calls follows dialing rules set in the client for min Length and must start with

• Call recorded if Salesforce is open, logged in, Client is running, user has CRM license and Adapter is active on an open Salesforce page. No SF adapter no record saved. Note that some Salesforce pages do not have an Adapter section e.g. Report page and Chatter page

A call record is an Activity and includes the following fields:

Assigned to: Salesforce user involved with the call.

Description: text field describing the call in the format: at TimeZone to/from.

e.g. Outbound Call at 1:09:36 PM Greenwich Mean Time to 07814256404 (David Teague)

Duration: Length of the call in seconds.

Date: Date of the call.

Priority: Normal - this is set by Salesforce.

Status: Adapter sets the task as completed.

Task: Ticked as per completed above.

Associated entity: One or more entities. By associating the activity with and entity, the call is visible in an entities Activity History panel.

In Salesforce navigate to the Reports tab and select New Report.

Select an Activities and Task report and select Create.

You are taken to a customize page, select Save.

Name the report and specify its visibility/Report Folder.

You have created a Call report.

To improve the report we suggest adding Duration, and Call Start time.