Activity Tracking with Outbound Dialing

During outbound calls, the Salesforce CRM connector automatically inserts a logged call record into the Activity History for the Contact, Lead, or Case.

1. Ensure you are logged into both the CCA and Salesforce.
2. Check that your status in the CCA allows for outbound calls to be placed (e.g. Available).
   
   Note: You may have to manually change your CCA status if it is not already in the outbound call ready state to successfully make the outbound call.
    
3. Use the CCA to make an outbound call.
4. Salesforce is automatically launched or brought to the foreground of your desktop.
5. The Salesforce CRM connector searches all records stored in Salesforce for a match in one of the following three fields: Contact, Lead, or Case.
   
   Note: Records are first searched for a match in Contacts. If no match is found, the record is searched for a match in Leads. If no match is found again, the record is searched for a match in Case.
    
6. When a match is found, a Screen Pop appears in Salesforce displaying the Contact, Lead, or Case record based on the outbound dialed number.
7. A logged call record is automatically added to the Activity History for the found Contact, Lead, or Case. The logged record includes the Date (MMM DD YYYY), Time (HH:MM), and Phone Number for the activity. The Agent's name, to whom the call is assigned, is also listed; the Agent Name is your name. For example, if you are signed into the CCA as "Joe" and your User ID in Salesforce is "joe@domain.com", the CRM connector matches up on the name "Joe" and determines that Joe made the call and, therefore, assigns the call to Joe.
   Note: If the user is not recognized in SF, the call is assigned to the default agent.