HELP FILE

How do I integrate with Salesforce?

Integrate your phone system with Salesforce. Each time you make or receive calls, Jive’s widget automatically looks for any customers that match the caller ID and logs the call with the option to add call notes.

Note: To complete setup, you must have Manage Call Centers permissions within Salesforce. You can find these permissions under the user's Profile > App Permissions > Manage Call Centers.
Supported Salesforce Editions (The Salesforce console is required.):
  • Professional
  • Enterprise
  • Unlimited
  • Performance
  • Developer Edition
  1. Download the Jive widget CTI file.
  2. From Salesforce, go to Setup > Customize > Call Center and then click Import.
  3. Click Choose File to browse for and select the downloaded Jive CTI file and then click Import.
  4. To manage the widget access, go to Setup > Customize > Call Center > Call Centers and then click Jive CTI Adapter.
  5. Click Manage Call Center Users and then click Add More Users or Remove to manage users as needed.
  6. To customize screen pop settings, go to Setup > Customize > Call Center > SoftPhone layouts.
  7. Click Edit and then select Inbound for the Call Type.
  8. Go to CTI 2.0 or Higher Settings and set up the following:
    Option Description
    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 detail page
    • Pop to Visualforce page
  9. Click Save.
When you initiate a call from the app, it first sends the call to your desk phone or GoToConnect, waits for you to pick it up, and then finally completes the call to the outbound number.