Single Sign-On Salesforce Phone (Classic)

Our latest Salesforce phone integration enhances the agent experience by offering single sign-on capabilities right out of the box. This eliminates the need for separate logins to CallTrackingMetrics, creating a smoother workflow. It also bypasses the challenge of third-party cookies being blocked by browsers. Furthermore, leveraging cutting-edge WebRTC technology ensures a more reliable and robust phone experience. This integration is available on Sales Engage, Enterprise, and Connect plans.

Note: By following the below instructions, you will install the new softphone V2 unless you download the adapter in the Legacy Adapter section, which will be softphone V1.

Installation

1. Scroll to the Open CTI section of the Salesforce integration page within CallTrackingMetrics.
2. Click the Install Classic Adapter button.
3. Check if you would like your agents automatically assigned to the call center.
4. Once installation is complete, click Get Started in Salesforce button.

Screen Pop (Optional)

1. In Salesforce Setup> Quick find locate Call Center and click Softphone Layouts
2. Click Edit to the left of the Standard Softphone Layout
3. Scroll to Screen Pop Settings
4. Configure each according to how you want your screen to pop by clicking Edit to the right of each option, then click Save at the top of the page when complete.

Using the Phone 

1. There will be a new button in the left corner of your Salesforce screen,  .
2. Click the Launch Phone button.
3. Once the secondary device window states; Your device is registered, minimize this window (do not close).
4. Set your status to available, then begin making and receiving calls.