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

Getting Started With Intermedia Unite Salesforce integration 

Once the Intermedia Unite Salesforce Integration has been configured by your administrator, you’ll see Intermedia Unite keypad on the left side of your Salesforce screen. You can click on it to use it at any time.
Toolbar

If you don’t see Intermedia Unite keypad: 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.

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.
Click-to-call

Option 2: Keypad

Dial the phone number using the keypad 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.

Keypad

Incoming 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

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.

Logs

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.
Logs

Logging a call with an unknown contact

You can easily turn unknown caller into 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