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)

Working with custom objects

The key purpose of the Custom Objects function is to provide SalesForce admins with the ability to include Custom Objects in SalesForce integration as a part of a new feature, which allows customers to use not only Default Objects, but also Custom ones (for example the default are contact/lead etc. and the custom is a supplier).

The function is configured by SalesForce admins in this specially designated window and can only be performed with the Custom Objects which have phone fields.

Note: The precondition is that a custom object is already created in object manager and has a field with data type – phone.

The next step is to add a custom object to our integration on a special page. To get on this page it's necessary to use the correct link. To create a link go to setup –> installed packages -> our integration (click on its name).


Then check the Namespace Prefix and your instance (check the URL in the browser and instance is located before So, to create a link to a custom object page it's necessary to use the namespace prefix and instance. For example, if your Salesforce URL on the home page is and your namespace prefix is UniteV2, so your URL for custom objects window would be

The structure of the link is https://{namespaceprefix}.{instance} . After entering the URL and going to it you will see a special window with description on how to work with custom objects


Steps are described very detailed on the page but the key points are:

-If you want to add a custom object to our integration then: Choose your custom object from the left bucket and add it to the right by clicking the arrow. After that, it's necessary to click on the custom object (so it becomes blue).

-Then go to step 2 and choose the fields: eld for the name means that you choose where the names are placed in custom objects (so our integration will show it in softphone) and eld for phone means (choose the eld where the phone number is located so our integration can do it).


Now our softphone application will show the name of the custom object contact in case of incoming/outcoming call if the number matches with the item created in the custom object. (see screenshot: it's an item that was created as a unit with a type of custom object and during the call our integration shows it as a regular caller. In previous versions we couldn't show the callers with custom objects type)