Currently, Intermedia Unite integration is supported for Salesforce Lightning and Salesforce Classic.

To enable the Intermedia Unite for Salesforce for your organization, follow the below steps:

Step 1. Installation

  1. Users with the Administrator’s role need to log in to the Salesforce account and go to AppExchange. Click Get it now to start the installation.
    • Salesforce has a fixed fee for the integration of $1 per user. Charges will be applied to the credit card on file saved for the Salesforce account.
    • To change the initial number of licenses after the installation, contact Intermedia Support.
      Get now
  2. Choose Install in Production if you would like to fully use the app and make it available for your organization or choose to Install in Sandbox if you would like to test the app firstly.
  3. Read and accept Terms and conditions and press Confirm and Install
    Confirm and install 
  4. Then you will be asked to choose users to whom you want to give access to the app. You may choose any of these states, but it is generally recommended to select Install for all users.
    Confirm acknowledge and press the Install button. 
    Note: Users will not have access to Intermedia Unite for Salesforce until the administrator adds them to the Call Center as detailed below. 
    Choose users

  5. Click Done when the installation is completed. You will receive emails about the completed installation.

Step 2. Add users to Call Center.

  1. Navigate to Feature Settings > Service > Call Center > Call Centers. Click Continue

  2. To configure the number of users, who can use Intermedia Unite for Salesforce select Extend Call Center Adapter.
    Call Center

  3. Select Manage Call Center Users > Add More Users.
    Add Users

    You can set search criteria or press Find to select which users you want to give access to. After selection, press Add to Call Center
    Add to Call Center

Now the Extend Softphone application is ready to use.

Step 3. Add Softphone to Sales Lightning view

Note: This step is required only if you have Salesforce Lightning account. If you have Salesforce Classic, disregard this step.

Now as your basic installation and configuration are completed it’s time to launch the Softphone to the Lightning app.

  1. To add Softphone go to Setup > Apps > App Manager. Find Sales - LightningSales app and press Edit from the drop-down.
  2. Navigate to Utility Items, click Add Utility Item and choose Open CTI Softphone.

    Here you can configure settings for the Utility bar, for example, add the Label as Intermedia Unite and click Save. 

You can add Softphone to other Salesforce apps the same way it can be added to Sales.

Assigning Licenses

For instructions on how to assign Intermedia Unite licenses in Salesforce please refer to this article.

For End-User Guide, refer to this article: Intermedia Unite For Salesforce (End-User Guide)