This article provides an overview for end-users of how to use Intermedia Unite for Salesforce application.

Salesforce is available in following languages:

  • Dutch
  • English
  • French
  • German
  • Italian
  • Japanese

Language of the Salesforce app is determined by the language selected in the Salesforce account.

Getting Started With Intermedia Unite for Salesforce Lightning 

Once the Intermedia Unite Salesforce Lighting Integration has been configured by your administrator, you’ll see Intermedia Unite in the bottom toolbar while using Salesforce. You can click on it to use it or minimize it at any time.

If you don’t see Intermedia Unite in the bottom toolbar: Contact your Salesforce administrator and request they give you permission to view so you can easily access Intermedia Unite within Salesforce. 

The first time you click on Intermedia Unite within Salesforce, you’ll be asked to log in using your Intermedia Unite credentials. If you experience any issues during this process, please contact your company administrator to ensure you have the correct login credentials.

Language Preferences

Intermedia Unite Salesforce integration supports 6 languages and will automatically switch to the language of the CRM if it is supported:

  • English (US)
  • German
  • Dutch
  • Spanish
  • Italian
  • French – Canadian

Selecting Default Calling Device 

After you’ve logged in, you’ll need to select a default calling device. This is the device that will be used to place calls for Salesforce when using the dial pad and click-to-call functionalities.

Example: You have the Intermedia Unite Desktop application and a hardware phone configured. If you click on the hardware phone when setting up your default calling device, then all calls will automatically flow through it when using Salesforce.
Choose device

Making Calls 

Option 1: Click-to-Call

Click-to-Call is the easiest way to make calls to your accounts, leads or opportunities. Just locate the phone number within a Salesforce record and click on it to make a call.

Option 2: Dialpad

Dial the phone number using the dial pad buttons or the keyboard.

With both options, the integrated softphone alerts you to pick up the phone to start the call. At this time, your default device will place a call and you will need to pick it up. Once you pick up, it will set up a call for you.

Dialpad Pickup

Receiving Calls

Screens Pops

When you’re logged into Salesforce and someone calls your Intermedia Unite phone number, you’ll see a screen pop prompting you to pick up the call on your Intermedia Unite Desktop app or hardware device.

Existing Unknown

Calls from existing Salesforce contacts

When you receive a call from an existing Salesforce contact, you’ll see the name of the contact and account. Both contact name and company name are clickable, so you can pull up the record in Salesforce right away and see account information, sales and activity history to get the full context for the call.

Multiple calls

You can have multiple calls at the same time.

During active call click the Handset button and dial the number.Multiple calls

A new tab will open. Previous call will be automatically placed on hold.Multiple calls2


Call Logging and Notes

Logging a call with an existing contact

At any time during or after the call, you can:

  • Click on the contact or company name to quickly view their record in Salesforce and get full context for the conversation
  • Add notes regarding the call and close the call log

All calls and notes will be saved as Activities under the selected account record (which can be updated when you log a call if required).

If no notes are added, the call will still be saved as an activity, but will not have any content.

Call with a number with multiple contacts

There is a case when a phone number has several linked contacts. In this case, we make an addition “and X more” button which can be clicked. There will be a dropdown of linked contacts which can be chosen. Call logs and related to will be connected to the chosen contact. 

call with multiple contacts

Logging a call with an unknown contact

You can easily turn an unknown caller into a Lead or Contact by clicking on Create New option under the phone number. It will open a Lead or Contact creation window with a prefilled phone number, so you don’t have to retype it.

Once created, you can select it right away and log all the notes related to this new contact.
New contact

Our new feature offers a new logic of suggestion of “related to” items: if the user clicks on the “related to” field then he sees a dropdown list of his items but without closed or expired conditions so the list will show only actual ones. So the opportunities will be without an “expired date” and cases will be without “closed” status. Moreover, all the items will be sorted by “last modified”.


Q: Intermedia Unite for Salesforce is stuck in a loading state after installation

A: If after installing and opening Intermedia Unite for Salesforce for the first time, you find the Softphone is stuck in a loading state, try to refresh the window.

If that fails, you need to disable browser caching. Go to Setup > Security > Session Settings and disable the option to Enable secure and persistent browser caching to improve performance. Do not forget to select Save.
Session settings

Q: Intermedia Unite for Salesforce has error "***.*** refused to connect"


A: The issue is most probably connected with Clickjack Protection in Salesforce. We determined the error appears only if the following settings are turned on:

Setup > Session Settings > Clickjack Protection > Enable clickjack protection for customer Visualforce pages with standard headers

Setup > Session Settings > Clickjack Protection > Enable clickjack protection for customer Visualforce pages with headers disabled Settings

To fix the issue, follow the steps below:

  1. Navigate to Setup > Session Settings > Whitelisted Domains for Visualforce Inline Frames. 
  2. Press the Add Domain button.


  3. Add the domain *

  4. Press Save&New button.


  5. Add the domain * Then press the Save button.


  6. Finally, your Whitelisted Domains sections should look like this: