Requirements for Telavox app in Salesforce
- Telavox CRM Integration add-on.
- Salesforce Enterprise Edition with Lightning apps.
- Read & write access to: Account, Case, Contact, Lead, Task objects.
Install from the AppExchange
- Find the Telavox app in the Salesforce AppExchange.
- Press “Get It Now” and follow the instructions.
- Log in with your Salesforce credentials when prompted.
Configuring users
- Navigate to Settings -> Call Center -> Call Center.
- Select Telavox CTI and click on “Manage users”.
- Add the desired users and click on “Add to Call Center”.
Add CTI to the Salesforce app
- Go to Settings -> App Manager.
- Select and edit a Lightning app.
- Under Utilities (desktop only), click on “Add Tool” -> “Open CTI Softphone”.
- Name it (e.g. “Telavox”) and save.
Requirements for contact lookup in Telavox
- Telavox Contact Lookup extension.
- To get started with contact lookup, make sure the account you are using has API access.
Installing contact lookups
- Install Salesforce Contact Lookup in the Telavox admin portal (App Directory).
- Fill in your Salesforce login details.
- Press “start integration”.
Adding contact lookups to users
- In the Telavox admin portal, navigate to Users -> Call Widgets.
- Select the users who should have contact lookups.
- Click on “Add” in the section on the right.
- Select the Salesforce Lookup Widget.
Other information
For contact lookups to work correctly, all phone numbers in your CRM system need to be stored in E164 format. Numbers in this format start with “+” followed by the country code. Numbers must not contain any special characters such as spaces, brackets or hyphens. Here is an example of a valid number: +46123123123
