Set up Salesforce Lightning

Click-to-call inside Salesforce. It takes a step in Salesforce, a step in WMS, and a setting on each person.

Click-to-call inside Salesforce. It takes a step in Salesforce, a step in WMS, and a setting on each person.

What it adds

Click-to-call from a Contact, Account or Lead, a dialpad and a search bar, pop-ups for incoming and outgoing calls, call history, and a caller matched to a record with their page opened for you. If you use Sales Engagement, outgoing calls can be driven from the task list.

This is the mirror of the x-bees integration. That one brings Salesforce into x-bees; this one puts calling into Salesforce. Teams that spend the day in the CRM want this one.

Before you install

• Record types for Contacts have to exist in Salesforce. Without them the installation itself fails with an error, and it is not obvious what it is asking for.
• Your Salesforce domain has to be allowed on the phone system, in the same list that governs every other browser-to-PBX integration.
• Two separate costs. The Wildix dialer is a paid plugin on the Salesforce Marketplace, and setting up a Call Center is a paid Salesforce feature in its own right. Check both before you promise a date; neither is covered by your Wildix subscription.

Set it up

1. Install the Wildix integration from the Salesforce AppExchange.
2. In WMS, go to PBX > Integrations > Cloud integrations, and in the Connectors section install Salesforce Telephony. Nobody can sign in or call without this, and it is the step most often missed because everything else happens in Salesforce.
3. Give each person the call centre: from their profile, Settings > Advanced User Details > Edit, then in the Call Center field choose Wildix Lightning Call Center and save.
4. Test from a record with a phone number on it.

You do not need a browser tab open

A common assumption, and wrong: if you have a desk phone connected, the integration works without x-bees or Collaboration being open. Where several devices are connected you choose which one places the call.

Number format again

Click-to-call works from whatever is on the record. Numbers stored inconsistently produce calls that fail or reach the wrong place. Cleaning up formats before rollout saves a fortnight of complaints.

If it stops working

• About a year in, everyone is logged out. The token behind the integration renews annually, and people sign in again. Alarming, and harmless.
• Somebody's details changed in WMS. A new name, extension, password, SIP password or email address can require that person to sign in again.
• No call centre on the user. This is set per person in Advanced User Details, not by profile.
• They switched to Classic, where the Lightning call centre does not appear.
• Their plan. x-bees Standard or SuperBee, or UC-Business or higher on Collaboration 7.

See also

• Which Salesforce integration do I need
• Set up Salesforce with x-bees