&Click CloudCall for Salesforce Quick Start Guide ver 2.1 Nov 2013 1
Salesforce CRM CloudCall Plugin Overview Company Overview CloudCall for Salesforce- QuickStart Guide SYNETY is a UK based provider of integrated telecommunications services for CRM providers. The company provides CloudCall suite, the world s most integrated communications service. SYNETY Ltd is a wholly owned subsidiary of SYNETY Group plc. - a London AIM listed business. Supported Products: Click Click to Call and Call Recording solution integrated into your Email or CRM systems. Improves sales and service performance by 27%. Click to Call from Salesforce and Outlook Automatic logging of call recordings against contacts (up to 7 years storage) Play call recordings directly from Salesforce or Outlook Real-time Dashboard and reports showing your employees activities Categorize calls and add call notes with automatic synchronisation All employees CloudCall Click data accessible to administrators via Portal Click to conference you Salesforce contacts CloudCall Contact Centre is an advanced, cloud scalable and CRM Integrated Contact Centre solution. All features of CloudCall Click Inbound calls screen pop Automatic synchronisation of call records, categories and recordings over the CRM system. Pause/unpause call recording via API call. Suitable for PCI compliance. Auto-Attendant / IVR Ability to add agents to hunt groups or departments. Automatically hold callers in a queue until agents are available to take the call. 2
How to order CloudCall Click Please note if you have already ordered your CloudCall Click account, please go to page 3 The CloudCall Click service can be ordered either by calling our account management team and completing an order form or by signing up to the service directly through the website. When setting up through the website, the service will be provisioned instantly and you will be able to start using the service immediately. Below are the 6 simple steps to ena ble your CloudCall Click service through SYNETY: 1 2 Go to https://www.synety.com/pricing/ and Sign Up to either Click or Enterprise + Click boundle. Choose the total number of users and enter their names and email addresses. 3 4 Enter each users DDI (direct dial) number. Select the CloudCall Click integration you require. In this instance select: Salesforce. 5 6 Enter your company name, address and billing Details you can pay by credit card or direct debit. Tick to confirm you agree to the terms and Conditions and then your service will be setup and live. 3
CloudCall Installation Thank-you for signing up to CloudCall Click for Salesforce, there are now a number of steps you need to take to install the Salesforce CloudCall Click Plugin. Download Plugin Firstly please log into the SYNETY Portal at https://www.synety.com/customer/login/ and once logged in using your admin username and password select Software then Click/Contact Centre (Salesforce). Then click on the Download button to install the first plugin this will take you to the AppExchange CloudCall for Salesforce page where you can install the plugin by clicking on the Get it Now button. Then select Install in Production to install the plugin to your production Salesforce environment and finally click on the Confirm and Install button. 4
Install Plugin Log into your Salesforce using a Salesforce login with admin rights you must be a Salesforce administrator to install this package. You must be a Salesforce administrator to install this package. 1 2 Tick Yes, Grant access to third party websites. Click Continue. Click next to the approve package AP access. 3 4 From the CloudCall Click for Salesforce page click Grant access to all users and click next. Your CloudCall package is ready to be installed, click install. CONGRATULATIONS CloudCall Click is now installed on your Salesforce. Now log back into SYNETY portal to install the second (latest version) plugin and follow the same install steps as the first plugin. After installing proceed to configuration. 5
CloudCall Configuration Page Layout Now your CloudCall Click for Salesforce is installed, we now need to configure your settings. To do this click on the users name in the top right corner and click setup. Under setup we need to change the Page layout for the following: Leads Opportunities Contacts Accounts Cases To do this, search for page layouts in the search box and select page layouts from the leads menu (below). Once the page has opened select edit and then click on the buttons option and then drag the click to call button into Custom button section within that screen (below). Press save. 6
You will need to repeat this process for the following: Opportunities, Contacts, Accounts, Cases In activities > task page layout section follow the same process but add the Play Call Recording button (as demonstrated below). Other than the button, you need to add a new section named SYNETY Call Info. Add the following fields to this section. 1. Call Recording 2. Call Recording URL 3. Call Category 4. Call From 5. Call To Press Save and do the same for other task page layouts, if there are any. Once this has been done you can move onto the next step: From the setup menu, search for search layouts (on the left). You now need to make changes to the following (one at a time): Contacts Search Layout Leads Search Layout Cases Search Layout Opportunities Search Layout To begin with click on Contacts > Search Layouts 7
Once the Contact Search layout is open you will need to change the search results and contacts list view options. Click the edit button next to each of these options. Go down to the custom buttons section and add click to call. Save changes. Repeat this process for Contact list view whilst you are in the contact search layout settings page. You now need to make repeat this above process for each of the following: Leads Search Layout Cases Search Layout Opportunities Search Layout 8
Now from the settings menu, search for home and select Home page Layout. Edit all the Home Page layouts where you want the users to be able to use Synety s Click to Dial feature for any phone number. Tick the Phone Clicker and Phone Clicker AJAX box and click next. On step 2, make sure that PhoneClicker AJAX is placed above PhoneClicker on the Narrow (Left) Column list. Now click save. 9
Configuring Users Once the CloudCall package is installed click the + from the top Salesforce ribbon menu and select Synety Configurations. (as shown below) On the Synety Configuration page, click on New Configuration button. We now need to create a new Synety Configuration record for every user you wish to set up. As per the screen shot below: 10
Owner Name: Select a specific Salesforce user from the list - eg: Mark Jones Licence Key: c2b95c8d-bcf4-4066-97a5-4044527ece14 (enter same for all users) Username: Admin Login Email: OAuth Consumer Key: OAuth Consumer Secret*: Enter the users CloudCall account of that specific Salesforce user: eg: 441164232333 Enter the CloudCall Admin Portal login: eg: mark.jones@xyz.com (enter same for all users) Enter the Key found in API Developers Section under OAuth Keys in the Synety Admin Portal. (enter same for all users) Enter the Shared Secret found in API Developers Section under OAuth Keys in the Synety Admin Portal. (enter same for all users) * Note: You will need to generate a new OAuth Consumer Key and OAuth Consumer Secret the first time. Do this by logging in to the Synety Admin Portal. Goto Integrations > OAuth Keys. Under the Generate OAuth Key section, select Salesforce from the list and Generate button at the bottom of the page. You will only have to do this once. Finally, ensure that each user setup above has at least one Click Device registered against their account through the Synety Admin Portal. A CloudCall Click device is simply a DDI (direct dial phone number) of their desk or mobile phone. To do this log into the Admin Portal and Click Service Accounts and then the Configure button for each relevant account under Click Devices as per screenshot below. 11
How Cloudcall Click Works CloudCall Click does not require you to purchase any new hardware as it works with any existing phone system. CloudCall Click is integrated with Bullhorn using the CloudCall API, which works behind the scenes to provide the integration between the two systems. When you make a call from Bullhorn the system sends a secure web request to the CloudCall platform to make a call, first connecting back to the user s registered device (see devices below), then when the phone is answered by the Bullhorn user, the call is connected through to the destination. All calls are made from the CloudCall platform and not from your phone system allowing us to provide you with advanced capabilities like Call Recording and Reporting. Cloudcall Portal CloudCall Portal allows you to control all our CloudCall Click services including CloudCall Click for Bullhorn and includes advanced staff performance reports and a real-time dashboard, which are included in the service. The CloudCall Portal is designed for the company administrator and when you signed up with SYNETY you would have received your admin username and password for the CloudCall Portal. Administrators can add new users, view calls from all the users, run and export reports and even replay call recordings for all users within your organisation. You access the portal by going to the SYNETY website at www. synety.com and clicking on the Customer Login button at the top of the home page. CloudCall Dashboard shows real-time calls in progress, team performance, call distribution across the organisation and various other metrics. 12
Dashboard - Distribution of Calls over Call Categories Dashboard - Calls Distribution Call Categories Call Categories give you the ability to categorise every call so you can view call types in real-time and replay call recordings by the type of call (eg: New Customer Signed) for your staff training and customer quality control. To add call categories, go to SYNETY portal and in Control panel go to Profile > Call Categories. Add Call Categories screen Devices CloudCall Click for Salesforce turns your CRM into a powerful telephone platform and works with any existing phone system (PABX), VOIP PBX, and directly connected telephones or mobile / wireless handsets that support direct dial (DDI) numbers. When you signed up to CloudCall Click you were asked to add the direct dial (DDI) number for each user. We refer to these numbers as devices, since multiple devices can be setup for each user. An example list of devices would be Desk Phone and Mobile, however it is perfectly normal to have only one device registered for each user. 13
If you want to add or remove a device you can do this through the SYNETY Portal by clicking Configuration within the control panel. Now select Service Accounts and find the user you wish to change the device of. Click Configure. Each Salesforce user can view, edit and add new devices from the portal by selecting Click Devices from the top Application ribbon (shown below). To add a new device enter the number and device description as shown below. To remove a number simply click on the red cross and press Save order. Please note the number that appears at the top of the list will be your default handset. Note: Administrators are able to add and remove devices for other CloudCall Click users within your organisation by logging into the CloudCall Customer Portal and selecting Service Accounts from the menu. 14
Making a Call from Accounts or Contacts Calling Contacts: To makes calls from the Contacts record, click on the contact name and then Click to Call from the Application Ribbon on top, or by clicking on the green phone icon next to the number as per screenshot below. Calling Contacts: To makes calls from the Contacts record, click on the contact name and then Click to Call from the Application Ribbon on top, or by clicking on the green phone icon next to the number as per screenshot below. A pop up box will appear, here you need to select the contact you wish to call and press Next Finally select the device you wish to make the call from and the number you wish to dial and click call. 15
Call History and Call Recordings CloudCall Click for Salesforce can automatically record phone calls you make through the system. To access call logs and replay call recordings from a particular contact, open the contact and scroll down to Activity History. Select the call you wish to open by clicking on the subject. Once opened, click on Call Recording to open the call. You can also save this to your computer. Salesforce1 Setup Guide To be able to listen to call recordings on your Salesforce1 Mobile App, the following configuration steps need to be performed. 1. Turn on Visualforce support in Salesforce Touch/Salesforce1 Mobile App. a. From Setup, click Mobile Administration > Salesforce Touch > Settings. b. Select Enable Visualforce in Salesforce Touch then click Save. 16
2.Customize Task Page Layout(s) a. From Setup, click Customize > Activities >Task Page Layouts. b. Edit every task page layout that will be used by the Salesforce1 Mobile App users. c. On edit task page layout, you will see a section Mobile Cards (Salesforce1 only). You need to add a visual force page to this section. Click on the Visualforce Pages options on the top of your screen and select Synety Mobile Call Recording. d. Drag this page to the Mobile Cards (Salesforce1 only) section. e. Double click on the Synety Mobile Call Recording page that just dropped and set the properties as identified below. 17
f. Press OK and then save the page layout. Do the same for all the task page layouts that you think are assigned to Salesforce1 mobile app users in your organisation. Your users will see one of the 2 screens on their Salesforce1 mobile app when they open up any activity record. The access call recording for any Synety Call, open any call recording activity record on the Salesforce1 app. When you are on the task/call detail page, you just need to swipe from right to left and the call recording playback will appear. 18
Subscribe to our YouTube Channel or visit SYNETY Support Page and watch easy to follow how-to videos for Salesforce Support Hours Telephone Support: 8:30am 6.00pm Monday to Friday Contact Emails Sales Department: sales@synety.com Technical Support: support@synety.com API Support: api@synety.com Accounts Department: accounts@synety.com Number Porting: porting@synety.com Follow our Twitter Support feed: @Synetysupport 19