HELP FILE

How do I integrate with Salesforce?

Jive’s Salesforce CTI (computer-telephony integration) adds a phone widget to your CRM (customer relationship management). The widget automatically searches the caller ID of anyone that calls your line and returns any customers that match. Easily add call notes or directly open an account for more information. Click a phone number (or enter it manually) within Salesforce and initiate a call to that number on your phone.

Requirements

In order to complete setup, you must have Manage Call Centers permissions within Salesforce. These permissions are found under the user’s Profile > App Permissions > Manage Call Centers.

Supported Salesforce Editions:

  • Professional
  • Enterprise
  • Unlimited
  • Performance
  • Developer Edition

The Salesforce console is required.

Minimum Browsers:

  • Firefox 26
  • Safari 6
  • Chrome 33

JavaScript must be enabled.

Install Widget

  1. Go to Setup > Customize > Call Center > Call Centers.
    • Click “Continue” if the help window appears. Check “Don’t show me this page again” if you wish to skip this step in the future.
  2. Click here to download the Jive CTI file.
  3. Click [Import].
  4. Click [Choose File] to browse for and select the newly downloaded Jive CTI file.
  5. Click [Import].

Manage Widget Access

  1. Go to Setup > Customize > Call Center > Call Centers.
    • Click “Continue” if the help window appears. Check “Don’t show me this page again” if you wish to skip this step in the future.
  2. Click Jive CTI Adapter.
  3. Click [Manage Call Center Users].
  4. Click [Add More Users] or Remove to manage users as needed.

Screen Pop Settings

  1. Click Setup > Customize > Call Center > SoftPhone layouts.
    • Click “Continue” if the help window appears. Check “Don’t show me this page again” if you wish to skip this step in the future.
  2. Click Edit.
  3. Select Inbound for the Call Type.
  4. Go to CTI 2.0 or Higher Settings and set up the following:
    • Screen pops open within
      • Existing browser window
      • New browser window or tab
    • No matching records
      • Don’t pop any screen
      • Pop to new
      • Lead
      • Account etc.
      • Pop to Visualforce page
    • Single-matching record
      • Don’t pop any screen
      • Pop detail page
      • Pop to Visualforce page
    • Multiple-matching records
      • Don’t pop any screen
      • Pop to search page
      • Pop to Visualforce page
  5. Click [Save].