Salesforce Inbound and Click to Call full Demo and Setup **Beta**

Summary

This video demonstrates how to enable live inbound call handling in Salesforce using PhoneBurner. If you have purchased phone numbers from PhoneBurner, customers may call those numbers back, and this feature allows your team to answer them directly in Salesforce, view caller details, and log call activity seamlessly.

The setup process involves:

1. Adding Users to the Call Center – Navigate to Setup > Call Center > PhoneBurner CTI > Manage Call Center Users and add users who need access.
2. Creating Softphone Layouts – Configure both inbound and outbound softphone layouts in Setup > Softphone Layouts to ensure proper call handling.
3. Adding PhoneBurner to Salesforce Apps – In Setup > App Manager, select the relevant Lightning App, edit settings, and add CTI Softphone as a utility item.

Once set up, users can sign in, make outbound calls, and handle inbound calls directly from Salesforce. The system displays returning callers, allowing users to answer, transfer, hold, and disposition calls efficiently, ensuring all interactions are logged properly.

Tags 

Salesforce, inbound calls, call center, CTI integration, softphone, outbound calls, call logging, sales productivity, Salesforce setup, customer calls, live calls, PhoneBurner CTI, Salesforce call management

****Below here is the audio transcript of this video. This transcript is auto generated and may include errors so be patient with the information found below here***

Would you like your team to start taking live inbound calls directly in Salesforce based on the outbound calls they've made using PhoneBurner? If you've purchased phone numbers from PhoneBurner, people will inevitably call those numbers back. You want to ensure your team can take those calls live in Salesforce, see who’s calling, view the associated contact record, and properly log and disposition the call so everything is tracked in Salesforce.

In this video, I'll show you exactly how to enable this feature so you can start taking advantage of it right away. Let's get into it!

Step 1: Add Users to the Call Center

The first thing you need to do—after installing the PhoneBurner app—is add users to the Call Center feature in Salesforce.

1. In the upper right-hand corner of Salesforce, click on Setup.
2. In the Quick Find search bar, type Call Center and select Call Centers.
3. Click on PhoneBurner CTI.
4. On the PhoneBurner CTI page, click Manage Call Center Users.
5. Click Add More Users.

If your organization is relatively small, simply clicking the Find button will display all users who can take advantage of this feature. However, if you have a large organization, you can filter users based on specific parameters.

For example, if I want to find all users whose first name contains the letter "R," I can enter that filter and click Find. This will generate a list of Salesforce users who match the criteria. Let's say I want to activate this feature for Rachel—I would select her name and then click Add to Call Center.

Once you've added all the necessary users, the next step is to configure Call Center Layouts.

Step 2: Create Softphone Layouts

1. In the Quick Find search bar, type Softphone Layouts and select it.
2. Click New to create a new layout.
3. Name this layout PhoneBurner Inbound.
4. Set it as your default layout.
5. Under Select Call Type, choose Inbound.
6. You can adjust additional options, such as whether incoming calls open in a new browser window or tab.
7. Once you're satisfied with the settings, click Save.

Next, create another layout for outbound calls:

1. Click New again.
2. Name this layout PhoneBurner Outbound.
3. This time, do not set it as the default.
4. Under Select Call Type, choose Outbound.
5. Adjust additional settings as needed.
6. Click Save.

Now that your Softphone Layouts are configured, the final step is making this feature available in the appropriate Salesforce apps.

Step 3: Add PhoneBurner to Salesforce Apps

1. In the Quick Find search bar, type App Manager and select it.
2. Identify the Lightning App where you want to enable this feature. Most sales teams use the Sales app, but you can choose any relevant app.
3. Click Edit next to the selected app.
4. In the App Settings, go to Utility Items (Desktop Only).
5. Click Add a Utility Item.
6. Search for CTI Softphone and select it.
7. In the Label field, name it PhoneBurner (or choose another label that works for your team).
8. Click Save.

Step 4: Start Taking Inbound Calls

Now, when you navigate to your selected Salesforce app—such as the Service Console—you'll see the PhoneBurner softphone option available.

If you're not already signed in, you'll need to log in with your PhoneBurner username and password. Once signed in, you’ll be able to:

• Click on any phone number to initiate an outbound call.
• Disposition the call once it’s completed.
• Receive inbound calls directly within Salesforce when a contact calls you back.
• View incoming caller details, answer the call, transfer it, or place the caller on hold.
• Automatically log call activity within Salesforce.

And that's it! Now your team can start taking live inbound calls directly in Salesforce, ensuring better tracking and improved efficiency.

Thanks for watching, and happy dialing!