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Barracuda Phone System

Integrating SalesForce with Barracuda Phone System

  • Last updated on

This article describes how to:

  • Configure SalesForce to connect calls on your Barracuda Phone System directly from the browser.
  • Configure Barracuda Phone System to show caller information from SalesForce when agents use the Communication Command Center.

 

Configure Web Click-to-Dial on Your Barracuda Phone System

  1. Log in to a Barracuda Phone System Administrator account.
  2. On the Configuration tab, select Web Click-to-Dial.
  3. Click Add a URL Preset, and add the following preset:
    • Redirect Key: salesforce
    • URL Template: https://<your SF domain>/00T/e?title=Call&followup=1&tsk5=Cal&who_id={who_id}&retURL=/{who_id}

      Replace <your SF domain> with the domain you usually use to access Salesforce. For example, na15.salesforce.com

WebClicktoDial.png

Install the Barracuda Phone System Plugin into SalesForce
  1. Log in to a SalesForce administrative account.
  2. Navigate to https://login.salesforce.com/packaging/installPackage.apexp?p0=04ti00000004PBw to install the plugin.
  3. Click Continue to begin installation.
  4. Click Next to approve plugin access.
  5. Select Grant Access to All Users to allow your SalesForce users to access the plugin, then click Next.
  6. Click Install to install the plugin.
Add the Click-to-Call Feature to Page Layouts
  1. If you are not already logged in to your SalesForce administrative account, log in now.
  2. On the navigation menu on the left, locate the Build section, then click Customize, Leads, and Page Layouts
  3. Click Edit to edit a layout. You will likely want to edit the Lead Layout and any other layouts you are currently using.
    clickToCall1.png
  4. In the field list at the top of the page, find the Click to Call field. You may need to search for it using the Quick Find feature.
    clickToCall2.png
  5. Drag the Click to Call field to the Lead Sample layout at the bottom of the page, in the place where you would like the Click to Call feature to appear.
    clickToCall3.png
  6. At the top of the field list, click Save.
  7. Repeat these steps for the Page Layouts section of both Accounts and Contacts.
Configure the Click-to-Call Feature for Users
  1. If you are not already logged in to your SalesForce administrative account, log in now.
  2. On the navigation menu on the left, locate the Build section, then click Customize, Users, and Page Layouts
  3. Click Edit to edit a layout.
  4. Drag the Barracuda Phone System URL text field down to the Additional Information section.
  5. At the top of the field list, click Save.
  6. On the navigation menu on the left, locate the Administer section, open Manage Users, and click the Users item.
  7. Click Edit to edit a user.
  8. In the Additional Information section of the form, enter the URL of your Barracuda Phone System.
    If you have multiple servers, enter the URL of the relevant server to this user.
    federationId.png
    • Be sure to include the http:// or https:// protocol portion of the URL.
    • The URL should be reachable from the user's client computer. It may be an internal or intranet URL if the user accesses SalesForce from a browser accessing the Intranet URL.
  9. Click Save at the top or bottom of the page to apply the changes.
  10. Repeat steps 7–9 for each user on the account.
Using the Click-to-Call Feature

When the Click-to-Call feature is properly configured, users can make calls via their Barracuda Phone System-connected phone by clicking on the click-to-call button for Phone deskPhoneIcon.png or MobilecellPhoneIcon.png.

clickToCall4.png

The user must be logged into their Barracuda Phone System user account. The call connects using that account.

 

Configure Web Application Popups

This section describes how to configure Barracuda Phone System, using the Web Application Popup feature, to show caller information from SalesForce in a pop-up window when agents use the Communication Command Center.

Choose a Group, Queue, or Advanced Call Router

The Web Application Popup feature can be associated with a Group, a Queue, or an Advanced Call Router action.

Web Application Popup Feature
Associated with... 
Where Popups Appear
GroupPopups appear for all members of the group, on all incoming calls
QueuePopups appear only during calls received from the Queue
Advanced Call RouterPopups appear in a recipient Communication Command Center whenever a call is received through that routing

You must create or select the Group, Queue, or Advanced Call Router action before you can apply the Web Application Popup feature. For information on creating and managing Groups, Queues, and Advanced Call Routers, refer to the Telephone and User Configuration article. During this process, make sure that the proper users are either members of the Group or agents in the Queue you use.

Enable and Set the Web Application Popup Feature
  1. If you are not already logged in to a Barracuda Phone System Administrator account, log in now.
  2. Open the detail page for the extension or Router action:

    Applying the Popup Feature to a...Navigation Path to Open the Detail and Configuration Page
    GroupEXTENSIONS > Groups, then click on the Group.
    QueueEXTENSIONS > Inbound Call Queues, then click on the Queue.
    Advanced Call Router action

    EXTENSIONS > Advanced Call Routers, then click on the Router.

    Locate the Rules and Actions table and click the Manage Action Sets button, located under the table.
    Click the Action Set where you want to add the feature.

  3. Select the Launch Web Application Popup check box.
  4. In the Web Application Popup URL field below the checkbox, type the following URL:
    https://<your SF domain>/_ui/search/ui/UnifiedSearchResults?searchType=2&str=__CID__
  5. Click Save.
Using and Troubleshooting the Web Application Popup Feature

After the feature is configured, when a call is received by any

  • member of that Group,
  • agent who receives a call from that Queue, or
  • person who receives a call through the configured Router rule,

that user sees a pop-up window in their active Communication Command Center. The window contains SalesForce information about the caller, based on the Caller ID information.

If the pop-up window does not appear when a call arrives, ensure the following:

  • The user is: 
    • logged in to SalesForce.
    • a member of the Group or agent of the Queue.
  • Pop-up blocking in the user browser is disabled for the Barracuda Phone System domain.
  • Your provider is sending full and correct Caller ID information.
  • The information in SalesForce is associated with the phone number of the caller.
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