Overview

Salesforce is the world's leading enterprise CRM platform. The Cloud-PBX integration provides comprehensive telephony features within Salesforce, enabling sales and service teams to communicate effectively with complete customer context.

Key Features:

• Screen pop with account, contact, lead, opportunity, and case information
• Automatic call logging to activity timeline
• Click-to-call from any Salesforce record
• Native Salesforce interface integration
• Call recording embedded in activities
• Lightning and Classic UI support
• Integration with Salesforce Flows and Process Builder
• Support for custom objects

Benefits:

• 360° customer view with call history
• Increased productivity with automation
• Enterprise scalability and security
• Deep Salesforce ecosystem integration
• Advanced analytics and reporting

Features

Screen Pop

Incoming calls automatically display Salesforce records with complete context:

Search Priority:

1. Contacts: Person records with phone match
2. Accounts: Company records
3. Leads: Potential customers
4. Cases: Support tickets
5. Opportunities: Open deals
6. Custom Objects: Industry-specific records

Lightning Experience Screen Pop:

Incoming Call: +1-415-555-0100
↓
Salesforce Search: All objects by phone
↓
Match Found: Jennifer Garcia (Contact)
↓
Screen Pop Displays:
──────────────────────────────────────────
Contact: Jennifer Garcia
Title: VP of Operations
Account: Acme Corporation (Customer - Enterprise)
Phone: +1-415-555-0100 (Mobile)
Email: [email protected]
Owner: Tom Wilson

Activity Timeline:
  - Email: Sent proposal (2 days ago)
  - Meeting: Product demo (1 week ago)  
  - Call: Outbound (2 weeks ago, 12m 34s)

Open Opportunities:
  - Enterprise Upgrade ($85,000) - Negotiation
  - Add-on Services ($15,000) - Proposal

Open Cases:
  - CASE-00125: API Integration Question (Priority: High)

Account Health: 85/100 (Healthy)
Last Purchase: $125,000 (6 months ago)
Contract: Renewal in 45 days
──────────────────────────────────────────

Utility Bar Integration (Lightning):

• Screen pop appears in Salesforce utility bar
• Doesn't navigate away from current page
• Agent can view context while continuing work

Automatic Call Logging

Every call creates a Task or Activity record in Salesforce:

Logged Fields:

• Subject: Call with [Contact/Lead Name]
• Type: Call (Activity Type)
• Direction: Inbound or Outbound
• Date & Time: Call timestamp
• Duration: Talk time in minutes
• Status: Completed
• Description: Call notes and outcome
• Related To: Account, Opportunity, Case
• Assigned To: Salesforce user who handled call
• Custom Fields: Call outcome, quality score, recording URL

Activity Timeline Entry:

Task: Call with Jennifer Garcia
Type: Call - Outbound
Date: Today at 2:45 PM
Duration: 12 minutes, 34 seconds
Status: Completed
Call Outcome: Demo Scheduled
Priority: High

Description:
Discussed Enterprise Upgrade proposal with Jennifer. 
Key points:
- Interested in API capabilities and SSO
- Needs security documentation for compliance team
- Decision makers: Jennifer (Operations) + Michael Chen (CTO)
- Budget approved for Q4
- Demo scheduled: Next Tuesday 10 AM PT

Next Steps:
- Send security documentation (today)
- Prepare technical demo with API examples
- Include Michael Chen in demo invite

Recording: [Play Recording] (12m 34s)

Related To: Acme Corporation (Account)
Opportunity: Enterprise Upgrade ($85,000)

Click-to-Call

Call from Anywhere in Salesforce:

Lightning Component:

Cloud-PBX Lightning Component adds:
  - Call button in page header
  - Recent calls panel
  - Quick-dial favorites
  - Active call controls (hold, mute, transfer)
  - Call queue status (for agents)

Call Flow:

1. Click phone icon next to number in Salesforce
2. Cloud-PBX desktop app activates (or softphone)
3. Call initiates on selected device
4. Call status shown in Salesforce utility bar
5. During call: Add notes in real-time
6. End call: Automatic task creation with notes

Salesforce Flow Integration

Trigger Flows from Call Events:

Example Flow 1: High-Value Opportunity Call Alert:

Trigger: Call Task Created
Criteria:
  - Related Opportunity Amount > $100,000
  - Call Direction = Inbound
Actions:
  - Send Slack notification to Sales Director
  - Create follow-up task (assigned to account owner)
  - Update Opportunity: Last Activity = Today
  - If call < 2 minutes: Flag as "Needs Attention"

Example Flow 2: Support Call Escalation:

Trigger: Call Task Created  
Criteria:
  - Related Case Priority = High or Critical
  - Call Outcome = "Unresolved"
Actions:
  - Escalate case to Tier 2 Support
  - Update Case Status: "Escalated"
  - Create Task: "Follow-up call within 1 hour"
  - Send email notification to Case team lead
  - Post to Chatter: "Escalation needed"

Example Flow 3: Lead Conversion Automation:

Trigger: Call Task Created
Criteria:
  - Related To = Lead
  - Call Duration > 5 minutes
  - Call Outcome = "Qualified"
Actions:
  - Convert Lead to Contact + Account + Opportunity
  - Opportunity Amount: $0 (to be qualified)
  - Opportunity Stage: "Qualification"
  - Create Task: "Send proposal" (+2 days)
  - Assign to: Same owner as original lead

Call Recording Integration

Recordings in Salesforce:

• Recording URL stored in custom field on Task
• Embedded audio player in activity detail
• Play recording without leaving Salesforce
• Download recording link
• Share recording URL via Chatter

Recording Permissions:

• Respect Salesforce sharing rules
• Only authorized users can access recordings
• Manager override for QA purposes
• Audit trail of recording access

Compliance Features:

• Recording consent management
• Retention policies enforced
• Auto-delete after retention period
• PCI pause recording (payment info)
• GDPR right-to-erasure support

Setup Guide

Setup → Company Information → Organization Edition
Should be: Professional, Enterprise, Performance, or Unlimited

Setup → System Overview → API Usage
Should show: API Enabled ✓
Available API Calls: Check daily limit sufficient

Cloud-PBX Settings → Connection Status

✓ OAuth Token Valid
✓ API Access Confirmed  
✓ Webhooks Configured
✓ User Mapping: 12 users mapped

Salesforce User          Cloud-PBX User
────────────────────────────────────────
[email protected]  →   [email protected] ✓
[email protected] →   [email protected] ✓
[email protected]  →   Not Mapped ✗

User Mapping → Bulk Import

Upload CSV:
  Salesforce Email, Cloud-PBX Extension
  [email protected], 2001
  [email protected], 2002
  [email protected], 2003

→ Import → Validate → Confirm

Cloud-PBX Settings → Screen Pop Configuration

Behavior:
  ☑ Enable Screen Pop
  Display: Utility Bar (Lightning) / Pop-up (Classic)
  Search Objects:
    ☑ Contacts (Priority: 1)
    ☑ Accounts (Priority: 2)
    ☑ Leads (Priority: 3)
    ☑ Cases (Priority: 4)
    ☐ Opportunities (search only, don't pop)
    ☑ Custom Objects: [Select if needed]

Matching:
  Match By: Phone (all phone fields)
  Fuzzy Matching: Yes (ignore formatting, country codes)
  Multiple Matches: Show most recently modified

Fallback (No Match):
  ☑ Create New Lead
  Lead Source: Phone Call - Inbound
  Lead Status: New
  Assign To: Round-robin (or specific user/queue)

Cloud-PBX Settings → Call Logging Configuration

Log Calls As: Task (Activity)
Task Settings:
  Subject: "Call with [Contact Name]"
  Type: Call
  Status: Completed (after call ends)
  Priority: Normal (or set based on rules)

Required Fields:
  ☑ Description (call notes)
  ☑ Call Outcome (disposition)
  ☐ Next Steps (optional)

Auto-Associate:
  ☑ Contact (if found)
  ☑ Account (from contact's account)
  ☑ Opportunity (if open opp exists)
  ☑ Case (if open case exists)

Custom Fields:
  Call Duration → Task.Cloud_PBX_Duration__c
  Call Direction → Task.Cloud_PBX_Direction__c
  Recording URL → Task.Cloud_PBX_Recording__c
  Call Outcome → Task.Cloud_PBX_Outcome__c
  Call Quality → Task.Cloud_PBX_Quality_Score__c

Setup → Object Manager → Task → Fields & Relationships

New Field:
  - Field Label: Call Duration
  - Field Name: Cloud_PBX_Duration__c
  - Data Type: Number (Length: 5, Decimal: 0)
  - Description: Call duration in seconds

Repeat for: Direction, Recording URL, Outcome, Quality Score

Setup → Users → Permission Sets → Cloud-PBX User

Assign to Users:
  ☑ Tom Wilson
  ☑ Sarah Jones  
  ☑ Mike Brown
  ... (select all users who will use phone)

→ Assign

Subject: New Phone System Integration in Salesforce

We've integrated our Cloud-PBX phone system with Salesforce!

✅ Incoming calls pop customer info automatically
✅ Click any phone number to call instantly
✅ All calls automatically logged - no manual entry!
✅ Call recordings available in activity timeline

How to Use:
1. Click phone icon next to any number in Salesforce
2. Answer incoming calls - info pops up automatically
3. Add call notes during or after call
4. Done! Call is logged automatically.

Training: [Video link] | [Quick Start Guide]
Questions? Contact IT Support

Advanced Configuration

Process Builder Integration

Automate Actions Based on Call Activity:

Example Process: Opportunity Stage Update:

Process: Update Opportunity After Call

Object: Task
Criteria: 
  - Type = Call
  - Status = Completed
  - What (Related To) = Opportunity
  - Call Outcome = "Demo Completed"

Actions:
  - Update Opportunity
    - Stage: "Proposal/Price Quote"
    - Next Step: "Send proposal within 24 hours"
    - Expected Close Date: +30 days from today
  - Create Task
    - Subject: "Send proposal to [Opportunity Name]"
    - Due Date: Tomorrow
    - Priority: High
    - Assigned To: Opportunity Owner

Custom Call Outcomes

Create Picklist for Call Dispositions:

Setup → Object Manager → Task → Fields

Edit Field: Cloud_PBX_Outcome__c (or create if not exists)

Picklist Values:
  Connected - Conversation
  Connected - Demo Scheduled
  Connected - Quote Sent
  Connected - Not Interested
  Connected - Follow-up Needed
  No Answer
  Left Voicemail
  Busy
  Wrong Number  
  Do Not Call

Default Value: [None]
Restricted Picklist: Yes (force selection)

Make Required:

Cloud-PBX Settings → Call Logging

Require Call Outcome: Yes
Prompt: After every call (modal popup)
Cannot Complete Task Without Outcome: Yes

Service Cloud Integration

Case Association:

Cloud-PBX Settings → Service Cloud

Auto-Associate Calls with Cases: Yes

Rules:
  - If contact has open case → Associate call with case
  - Priority: High and Critical cases first
  - Multiple open cases: Mostrecently modified
  - No open case: Option to create new case

Case Update After Call:
  - Update Case Status: "Customer Contacted"
  - Add Case Comment: Call summary from notes
  - Update Case Priority: Based on call urgency

Omni-Channel Integration:

Setup → Omni-Channel Settings

Cloud-PBX calls appear as Omni-Channel work items:
  - Inbound call → Routed via Omni-Channel queues
  - Agent status updated (Available → On Call → Wrap-up)
  - Call capacity counted toward agent's max work
  - After-call work (ACW) time enforced

Einstein Analytics Integration

Call Data in Einstein:

Create dataset from Call Tasks:

Einstein Analytics → Data Manager → Create Dataset

Source: Salesforce Object - Task
Filter: Type = "Call"
Fields:
  - CreatedDate (call date)
  - Cloud_PBX_Duration__c (duration)
  - Cloud_PBX_Direction__c (inbound/outbound)
  - Cloud_PBX_Outcome__c (outcome)
  - OwnerId (agent)
  - WhatId (related account/opp)

Dashboards:
  - Sales Call Activity Dashboard
  - Support Call Metrics Dashboard
  - Call Conversion Funnel
  - Agent Performance Scorecard

Troubleshooting

OAuth Connection Issues

Problem: "Invalid OAuth Token" or "Connection Failed"

Solutions:

1. Re-authorize:

   Cloud-PBX Settings → Connection
   → Disconnect → Reconnect
   → Re-enter credentials → Allow Access

2. Check Connected App:

   Setup → Apps → Connected Apps → Manage Connected Apps
   → Cloud-PBX → Verify Status = Approved
   → OAuth Policies: Permitted Users = All users (or selected)

3. IP Restrictions: If IP relaxation required:

   Connected App → Edit Policies
   → IP Relaxation: Relax IP restrictions

4. Session Security:

   Setup → Session Settings
   → Verify: "Lock sessions to IP address" not blocking Cloud-PBX

Call Logging Issues

Problem: Calls not creating Tasks in Salesforce

Diagnostic Steps:

1. Check Integration Status:

   Cloud-PBX Settings → Status
   Should show: Connected ✓

2. Review Debug Logs:

   Setup → Debug Logs
   → Create trace flag for API user
   → Make test call
   → Review log for errors

3. Verify User Mapping:

   Cloud-PBX Settings → User Mapping
   → Agent must be mapped

4. Check Field Permissions:

   Setup → Object Manager → Task → Fields
   → Custom fields must be writable by API user

5. API Limits:

   Setup → System Overview → API Usage
   → Verify not exceeding daily limit
   Professional: 1,000 calls/day
   Enterprise: 5,000 calls/day (+ 1,000 per user)

Screen Pop Not Working

Problem: No screen pop on incoming calls

Checklist:

• ✅ Screen pop enabled in settings
• ✅ Phone number exists in Salesforce (Contact, Lead, or Account)
• ✅ Browser popup blocker disabled
• ✅ User has Cloud-PBX User permission set assigned
• ✅ Lightning Experience (Classic has different behavior)

Phone Matching:

Salesforce: +1 (415) 555-0100
Incoming: 4155550100

Enable: Normalize Phone Numbers
Cloud-PBX Settings → Screen Pop → Phone Matching
  ☑ Strip country codes (+1, 001, etc.)
  ☑ Ignore formatting (-, spaces, parentheses)
  ☑ Match last 10 digits

Multiple Matches:

If same phone in multiple records:
  - Show: Most recently modified
  - Or: Contact over Lead over Account
  - Or: Display choice dialog

Best Practices

Salesforce Reports & Dashboards

Sales Activity Report:

Report Type: Activities with Accounts
Filters:
  - Activity Type = Call
  - Activity Date = This Quarter
  - Task Owner = My Team
Group By: Task Owner
Summarize:
  - Record Count (# of calls)
  - Sum of Call Duration
  - Calls with Opportunities (%)

Chart: Bar chart by sales rep

Call Conversion Report:

Report Type: Leads with Activities
Filters:
  - Lead Status = Converted
  - Activity Type = Call
Group By: Lead Source
Summarize:
  - # of Calls before Conversion (AVG)
  - Time to Conversion (AVG days)
  - Conversion Rate by Source

Insight: Which lead sources require most calls to convert?

Data Quality

Phone Number Formatting: Enforce consistent format:

Validation Rule on Contact/Lead:

Rule Name: Phone_Format_Validation
Error Condition: 
  NOT(REGEX(Phone, "\\+?[0-9]{10,15}"))
Error Message: 
  "Phone must be 10-15 digits, optional + prefix"

Prevents: (555) 123-4567 or 555-123-4567
Requires: +15551234567 or 5551234567

Duplicate Management: Enable duplicate rules to prevent same phone in multiple records:

Setup → Duplicate Management → Duplicate Rules

Rule: Duplicate Contacts by Phone
Matching Rule: Contact.Phone = Contact.Phone
Action: Block (or Alert)

Security & Compliance

Field-Level Security:

Setup → Object Manager → Task → Fields

Cloud_PBX_Recording__c (Recording URL):
  - Visible: Sales Team, Support Team, Managers
  - Editable: System Administrators only
  - Read-Only: Standard Users

Rationale: Protect sensitive call recordings

Sharing Rules:

Setup → Sharing Settings → Task

Sharing Rule: Call Recordings - Manager Access
  Criteria: Type = "Call" AND Recording URL is not blank
  Share with: Sales Managers, Support Managers
  Access Level: Read/Write

Salesforce-Specific Features

Sales Cloud Features

High Velocity Sales Integration:

• Calls appear in work queue
• Click-to-call from cadences
• Automated call scheduling
• Multi-channel engagement tracking

Sales Dialer Integration:

• Cloud-PBX as backend dialer
• Native Salesforce dialer UI
• Local presence (caller ID)
• Power/predictive dialing

Service Cloud Features

Console Integration:

• Screen pop in Service Console utility bar
• Call controls in console footer
• Multi-tab case management
• Quick text during calls

CTI Toolbar:

• Answer/reject incoming calls
• Hold, mute, transfer controls
• Status: Available, Away, On Call
• Call queue visibility

Frequently Asked Questions

Q: What Salesforce editions are supported? A: Professional, Enterprise, Performance, and Unlimited. Developer and Group editions have limited API, not recommended.

Q: Does this work with Salesforce Classic and Lightning? A: Yes, both interfaces supported. Lightning Experience recommended for best user experience (utility bar, Lightning components).

Q: Can we customize what fields are logged? A: Yes! Use custom fields on Task object and configure mapping in Cloud-PBX settings.

Q: How are calls associated with Opportunities? A: Automatically if contact is related to open opportunity. Or manually via "Related To" field on Task.

Q: What about Sandboxes? A: Install package in Sandbox first for testing. Separate configuration from Production.

Q: Can we integrate with Salesforce CPQ? A: Yes, associate calls with Quotes. Custom integration available for complex CPQ workflows.

Q: Does this work with Experience Cloud (formerly Community Cloud)? A: Partner and customer portal users cannot make calls directly. Internal users only.

Q: How do recordings affect Salesforce storage? A: Recordings stored externally (Cloud-PBX). Only URL stored in Salesforce (minimal storage impact).

Getting Help

Resources:

• AppExchange Listing: Cloud-PBX for Salesforce
• Video Tutorial: Complete setup walkthrough (25 min)
• Salesforce Trailhead: CRM integration module

Next Steps