Salesforce integration

The Salesforce Enterprise, Unlimited, Developer Edition, a force.com or App Cloud license is required for the call center functionality. It works with the Sales / Service Cloud and Lightning Experience.

 

License

The product is licensed per

 

•Salesforce user whose extension number is a result of a workflow

•Data lookup - Salesforce user who is the record owner

•Salesforce user who is assigned to an IVR workflow

•Task and Events creation - Salesforce user who is the record owner

•The Salesforce Administrator who does the setup needs a license

 

Example when a license is required

•User Tom is account owner and the call is transferred to the account owner

•User Alisa gets a call where the caller typed in the case number in the IVR

 

 

Phone System

The phone system must be able to process web service calls (REST-API) for call distribution, data lookup and IVR).