Salesforce.com integration

davidgu · Joined: 06 Feb 2006 Posts: 450

We're trialing salesforce.com and are *really* interested in what we see.

The on-demand/utility nature of it would seem to fit well with the Voipfone ethos.

I've managed to tweak it to provide a "Call" link on account, contact and lead records - clicking this then autodials the user's Snom phone.

More interesting things are doubtless possible, but would require work at the Voipfone end. Salesforce.com is *massively* customisable, so I'm sure that (with some effort) the following are technically possible at least:

- Screen pop of matching records on inbound ringing, allowing the customer service user to select the correct record before answering
- Allowing field users to SMS text in to add a note to a record. This would be really useful for our sales guys on the road - they could SMS to a given number, start the message with a numeric reference for the record, and then the rest of the SMS message content could get added to the record. They'll know what numeric reference to use, as it would be on their appointment list.
- Allowing field users to add Voice Notes to a record. As useful as the above - our sales guys phone in after a call and some poor sod has to write it all down and then action it. Instead, if they could call a number (preferably a geographic number so that it's part of their bundled minutes) and then, at a voice prompt, enter the numeric reference number for the record. They'd then effectively leave a voicemail that then gets linked in as an additional note on the record.

I'd love to work with someone on specifying this stuff ...

peter.thurston · Joined: 27 Oct 2006 Posts: 1

I am looking to provide a call-in CLID lookup for our own web helpdesk system. In its simplest form it will be a system that converts the caller id to a URL launched in a browser which our system will pick up. Interfaced to Voipfone and/or other common standards (TAPI?). The alternative is that we develop our own interface with a suitable TAPI stack?

Can anyone advise me on this, I'm 'doing the web' but it seems a confusing area. Cheers.

pclind · Joined: 06 Feb 2006 Posts: 2

David, that is an interesting idea about Salesforce.com.

On the salesperson having to dial in and leave Voice Notes as recordings. Did you know that it is now possible to automate this input via speech IVR (voice recognition) and post the results to SFDC? I have a bit of experience with this, so if interested, give me a ring or drop me a note.