Unity CRM Integration – Salesforce

Configuring Salesforce.com Integration

This functionality relies on a CRM Integration license being assigned to the user.

Notes: This license is required in addition to the base license for Unity Desktop, Agent or Supervisor. Additionally, please note that you will need Salesforce Lightning Enterprise or above for the CRM integration to work as the lower versions of Salesforce do not have the API integration service.

Once the CRM Integration license is assigned. Restart Unity. The CRM panel will become available in the Settings tab, as shown below.

    In the Unity Settings tab under Settings, CRM is highlighted under Browser Integration. Image opens in full resolution in a new tab.

To configure Unity to integrate with Salesforce.com, simply select the CRM platform from the drop-down list and complete the required fields. You can also configure Unity to automatically pop the CRM contact when the phone is answered.

    In the Unity Settings tab under Settings, CRM platform is higlhigted under Configuration. Image opens in full resolution in a new tab.
    In the Unity Settings tab under Settings, CRM Platform shows Login ID, Password and Security token. Image opens in full resolution in a new tab.

Note: Unity is only able to consume the Salesforce.com API if the appropriate Salesforce.com license/edition is in use, please speak to Salesforce.com for more information.

The Salesforce.com API requires a security token, which must be requested through the Salesforce.com portal and is emailed to the logged in user. To request this security token and set up Unity, please follow these steps:

  1. Log in to Salesforce.com and select My Settings in the top right-hand corner.
  2. Once logged in to Salesforce.com, select My Settings in top right-and corner. My Settings is highlighted. Image opnes in full resolution in a new tab.
  3. On the left-hand menu, under Personal, select Reset My Security Token. Then, confirm that you want to resent the security token. Once confirmed, you will receive an email with the new security token.
  4. Under Personal. Reset My Secruity Token is highlighted. Image opens in full resolution in a new tab.

Note: If you do not see this link, you may not have the required license assigned, please speak to your Salesforce.com sales agent for more information.

Once you have the new security token, go to Unity Settings and select CRM under Browser Integration.

Then, select Salesforce from the CRM Platform drop-down menu. Enter the Login ID and Password that you use when logging into Salesforce.com, as well as the Security token from the email, please make sure you copy this directly from the email and paste it directly into the correct box in Unity, as shown below.

    Under CMR Platform drop-down menu, Login ID, Password and Secruity Token is highlighted. Image opens in full resolution in a new tab.

Additional options can also be modified here. Select any of the following checkboxes to enable the following features:

  1. Include contacts/leads/accounts
    • You can choose whether to include contacts, leads and/or accounts from Salesforce.com, in most cases all three would be selected.
  2. Show record type when searching
    • Unity can include the record type when showing a contact from Salesforce.com, making is easy to identify inbound calls from leads.
  3. Automatically add call log entry
    • Unity allows the user to add a call log entry into Salesforce.com for any call, assuming the remote party was found in Salesforce.com. This feature is outlined further below, but you can also configure Unity to automatically add a call log entry if one hasn’t been added manually. This includes both inbound and outbound calls and even calls that were unanswered.
  4. In Unity Settings tab, Automatically add a call log is highlighted. Image opens in full resolution in a new tab.
  5. Select the Test button to save and test the login details.
  6. In Unity Settings Test button is highlighted. Image opens in full resolution in a new tab.
  7. Select the Automatic Contact Pop tab to configure these parameters, then select Save. You will be able to test the integration by performing a search for a contact within Unity, you should see Salesforce.com records appear in the list as well as from all other directories. If in doubt, you may want to activate the Show record type when searching setting to distinguish between Salesforce.com records in the search results.
  8. Unity Settings, under Configuration, Automatic Contact Pop is highlighted. Image opnes in full resolution in a new tab.

Contact Pop

Unity will use Salesforce.com to identify inbound and outbound calls, including queued call center calls.

Note: If the same number is attached to a contact in the directory and in the CRM platform then Unity will find and use the directory contact in the Active Call Window.

At any time, you can search for CRM contacts from within Unity and perform click-to-dial to make an outbound call to the contact or display the contact in the CRM platform (this is referred to as “popping” a contact) as shown below.

    CRM contacts from within Unity, Show CRM Contact is highlighted. Image opens in full resolution in a new tab.

You can also right-click a call to pop the record in Salesforce.com using the default browser, as shown below. This assumes the contact was found in the CRM platform rather than another directory (for example an Outlook contacts folder).

    Show CRM contact is highlighted under Contacts in CRM platform. Image opens in full resolution in a new tab.

You can also click on the call details “toast” notification popup to pop the contact, as below. Again, this assumes the contact was found in the CRM platform.

    Contact popup showing. Image opens in full resolution in a new tab

This feature depends on the appropriate Call Notification setting being activated, as shown below.

    In Services & Settings Call Notification is highlighed on left hand side, while pop CRM (if applicable) is highlighted on right side. Image opens in full resolution in a new tab.

Unity can also be configured to automatically pop the CRM contact when the call is answered, which depends on the Automatic Contact Pop tab settings as shown below.

    In Services & Settings CRM is higlighted on left side while Automatic Contact Pop is higlighted on right side. Image opens in full resolution in a new tab.

Contact Search

When you perform a contact search, Unity will check all directories such as the group/enterprise phone list, personal directory, Outlook, etc., but it will also search Salesforce.com and return results. You can search on contact name or company name, as shown below. Simply double click an entry to call that number.

Note: You will need to type in a minimum of three letters to search for a CRM contact.

    Search a contact, Unity will search all directories. Type at least 3 letters in search bar at top of page. Names and numbers are highlighted. Image opens in full resolution in a new tab.

You can also right-click entries to send an email using the default mail program.

    To send email right click entry. Send email is highlighted. Image opens in full resolution in a new tab.

Call Log Entry

When integrated with Salesforce.com, Unity can add call log entries on behalf of the user, as outlined below.

Manual Call Log Entry

Right-click on a call and select to add a call log entry.

    To add call log entry, right click on a call and select Add CRM call log entry. Add CRM call log entry is highlighted. Image opens in full resolution in a new tab.

Unity will enter basic details of the call depending on if the call is inbound or outbound.

Note: This call log will be stored in Salesforce.com, so an outbound call in Unity is an inbound call in Salesforce.com, because the contact has been called.

You can add further notes manually, then select OK to save the call log entry. The call note will be saved against that contact in Salesforce.

Note: You can specify whether to close the call log entry when the call ends or keep it open to add information after. This is configurable in the Settings tab in Unity.

    To close the call log entry when call is over, go to Settings tab in Unity Select Automatically add call log entry then select Close call log entry immediately. Close call log entry is highlighted. Image opens in full resolution in a new tab.
    Close Call log entry immediately is hightlited. Image opens in full resolution in a new tab.

If you select Show CRM Contact or Cancel the call log will not be saved. You will now see the call log entry in Salesforce.com.

    Task Call and Called about sales promo is highlighted. Image opens in full resolution in a new tab.

Automatic Call Log Entry

Unity can be configured to automatically add a call log entry for any calls where a call log hasn’t been manually created using the steps above. This feature is activated as shown below.

    In Unity Settings, CRM is highlighted on left side while Automatically add call log entry is highlighted on right side. Image will open in full resolution in a new tab.

Unity will automatically add call log entries when the call is released (the same time it is removed from the Active Call List in Unity). Only basic information on the call is presented, based on the direction of the call and the Unity user that made or received the call. Salesforce.com will timestamp the call internally.

This shows an unanswered call from the Salesforce.com contact to the Unity user.

    Unanswered calls sow in Task Call. Comments is highlighted. Image opens in full resolution in a new tab.

This shows an answered call from the Unity client to the Salesforce.com contact.

    Shows an answered call from the Unity client to the Salesforce.com contact. Image opens in full resolution in a new tab.