Support

Salesforce Integration V2

Jive’s Salesforce CTI (computer-telephony integration) adds a phone widget to your CRM (customer relationship management). The widget automatically searches the caller ID of anyone that calls your line and returns any customers that match. Easily add call notes or directly open an account for more information. Click a phone number (or enter it manually) within Salesforce and initiate a call to that number on your phone.

Get Started

Permissions Required

In order to complete setup, you must have Manage Call Centers permissions within Salesforce. These permissions are found under the user’s Profile > App Permissions > Manage Call Centers.

System Requirements

Supported Salesforce Editions
  • Professional
  • Enterprise
  • Unlimited
  • Performance
  • Developer Edition

The Salesforce console is required.

Minimum Browsers
  • Firefox 26
  • Safari 6
  • Chrome 33

JavaScript must be enabled.

Install Widget

1. Go to Setup > Customize > Call Center > Call Centers.

Click “Continue” if the help window appears. Check “Don’t show me this page again” if you wish to skip this step in the future.

2. Click here to download the Jive CTI file.

3. Click [Import].

4. Click [Choose File] to browse for and select the newly downloaded Jive CTI file.

5. Click [Import].

Update Apex Class

1. Go to Setup > Develop > Apex Classes.

2. Click Edit.

3. In the Apex Class tab, paste this code.

4. Click [Save].

 

Manage Widget Access

1. Go to Setup > Customize > Call Center > Call Centers.

Click “Continue” if the help window appears. Check “Don’t show me this page again” if you wish to skip this step in the future.

2. Click Jive CTI Adapter.

3. Click [Manage Call Center Users].

4. Click [Add More Users] or Remove to manage users as needed.

Screen Pop Settings

1. Click Setup > Customize > Call Center > SoftPhone layouts.

Click “Continue” if the help window appears. Check “Don’t show me this page again” if you wish to skip this step in the future.

2. Click Edit.

3. Select Inbound for the Call Type.

4. Go to CTI 2.0 or Higher Settings and set up the following:

Screen pops open within
  • Existing browser window
  • New browser window or tab
No matching records
  • Don’t pop any screen
  • Pop to new
  • Lead
  • Account etc.
  • Pop to Visualforce page
Single-matching record
  • Don’t pop any screen
  • Pop detail page
  • Pop to Visualforce page
Multiple-matching records

Don’t pop any screen
Pop to search page
Pop to Visualforce page

5. Click [Save].

Active Tab

Setup Required

Before you can use the Salesforce widget, it must be enabled and setup by a Salesforce admin (see above).

Additionally, you must have a registered JiveID and at least one device assigned to you by a system admin.

Click to Call

The Salesforce widget does not work like a softphone. When you initiate a call from Salesforce, it first sends the call to your Jive phone, waits for you to pick it up, and then finally completes the call to the outbound number.

Menu

Click to navigate to the Active, History, or Settings tabs; or to logout.

Search/Dial

Search
Enter a phone number to search Salesforce for matching contact information.

Tip: From the Active tab you can add a call note or create a new contact using your search criteria.

Dial
Enter an internal extension or 10 digit external number (no hyphens) and then press ENTER on your keyboard to initiate a call to your line.

Last Call

Displays the last call for the line including inbound , outbound , and missed calls .

Related To

Defines where call notes are saved — to the current page or to a matching account, lead, contact, etc.

Note: If the phone number does not match any contact information is Salesforce, the only option is to save call notes to the page you are currently viewing.

Call Notes

Enter a subject and any comments about the call and then click [SAVE]. All notes saved during an active call – and up to 10 minutes after it ends – will be added to the most recent note.

Note: These notes can be viewed and managed under Activity History for the lead, contact, account, etc.

Account Pop

As you enter a number in the dialer, the widget searches for a match within Salesforce. Depending on the search results, you can choose from one of the following:

  • If a match is found, click to load the matching account in Salesforce.
  • If no match is found, click at any point to create a new account for the number in Salesforce.

Note: Screen pops will behave differently based on settings created by your Salesforce admin (see above).

History Tab

Displays a complete call log for the line. Hover over a number and then click the phone icon to initiate a call to your line.

Inbound call.

Missed call.

Outbound call.

Initiates a call to the contact.

Opens the contact’s record.

Creates a new Contact, Lead, or Account for an unknown caller.

Settings Tab

Entity Source

Opportunities
Displays any open opportunities associated with the person or selected account.

Cases
Displays any open cases associated with the person or selected account.

Auto Log Calls

Enables automatic call logging.

Note: Calls are logged at the end of the call, and are not added to any previously saved notes.

Line Selection

Defines which line is used to make and receive calls. Users are notified when a line is selected or switched.

Language

Changes the language of the widget.

Language Support

  • English (US)
  • Español (México)
  • Português (Brasil)

Salesforce Integration V1

Get Started

System Requirements

Supported Salesforce Editions
  • Professional
  • Enterprise
  • Unlimited
  • Performance
  • Developer Edition

The Salesforce console is required.

Minimum Browsers
  • Firefox 26
  • Safari 6
  • Chrome 33

JavaScript must be enabled.

Install Widget

1. Go to Setup > Customize > Call Center > Call Centers.

Click “Continue” if the help window appears. Check “Don’t show me this page again” if you wish to skip this step in the future.

2. Click here to download the Jive CTI file.

3. Click [Import].

4. Click [Choose File] to browse for and select the newly downloaded Jive CTI file.

5. Click [Import].

Manage Widget Access

1. Go to Setup > Customize > Call Center > Call Centers.

Click “Continue” if the help window appears. Check “Don’t show me this page again” if you wish to skip this step in the future.

2. Click Jive CTI Adapter.

3. Click [Manage Call Center Users].

4. Click [Add More Users] or Remove to manage users as needed.

Screen Pop Settings

1. Click Setup > Customize > Call Center > SoftPhone layouts.

Click “Continue” if the help window appears. Check “Don’t show me this page again” if you wish to skip this step in the future.

2. Click Edit.

3. Select Inbound for the Call Type.

4. Go to CTI 2.0 or Higher Settings and set up the following:

Screen pops open within
  • Existing browser window
  • New browser window or tab
No matching records
  • Don’t pop any screen
    • Pop to new
    • Lead
    • Account
    • etc.
  • Pop to Visualforce page
Single-matching record
  • Don’t pop any screen
  • Pop detail page
  • Pop to Visualforce page
Multiple-matching records
  • Don’t pop any screen
  • Pop to search page
  • Pop to Visualforce page

5. Click [Save].

Home

Setup Required

Before you can use the Salesforce widget, it must be enabled and setup by a Salesforce admin (see above).

Additionally, you must have a registered JiveID and at least one device assigned to you by a system admin.

Click to Call

The Salesforce widget does not work like a softphone. When you initiate a call from Salesforce, it first sends the call to your Jive phone, waits for you to pick it up, and then finally completes the call to the outbound number.

Main Region

User

Displays the user currently logged in to the widget.

Last Call

Displays the last call for the line including inbound, outbound , and missed calls (in red).

Search or Dial

Search
Enter a phone number to search Salesforce for matching contact information.

Tip: From the Active tab you can add a call note or create a new contact using your search criteria.

Dial
Enter an internal extension or 10 digit external number (no hyphens) and then press ENTER on your keyboard to initiate a call to your line.

Click to Call

Click on any phone number within Salesforce to initiate a call to your line.

Active Tab

Related To

Defines where call notes are saved — to the current page or to a matching account, lead, contact, etc.

Note: If the phone number does not match any contact information is Salesforce, the only option is to save call notes to the page you are currently viewing.

Call Notes

Enter a subject and any comments about the call and then click [SAVE]. Multiple notes can be saved to one call.

Note: These notes can be viewed and managed under Activity History for the lead, contact, account, etc.

Account Pop

As you enter a number in the dialer, the widget searches for a match within Salesforce. Depending on the search results, you can choose from one of the following.

If a match is found, click [POP ACCOUNT] to load the matching account in Salesforce.

If no match is found, click [CREATE] at any point to create a new account for the number in Salesforce.

Note: Screen pops will behave differently based on settings created by your Salesforce admin (see above).

History Tab

Displays a complete call log for the line. Hover over a number and then click the phone icon to initiate a call to your line.

Inbound call.

Missed calls are in red.

Outbound call.

Settings Tab

Selected Line

Defines which line is used to make and receive calls. Users are notified when a line is selected or switched.

Language

Changes the language of the widget.

Language Support

  • English (US)
  • Español (México)
  • Português (Brasil)
[LOGOUT]

Logs out of the widget.

Update (admins)

Permissions Required

In order to complete setup, you must have Manage Call Centers permissions within Salesforce. These permissions are found under the user’s Profile > App Permissions > Manage Call Centers.

1. Go to Setup > Customize > Call Center > Call Centers.

2. Click Edit for the Jive CTI Adapter.

3. Update the CTI Adapter URL with:

https://static.jive.com/salesforce-integration/iframe.html

4. Change the softphone dimensions:

a. Softphone Height: 600px

b. Softphone Width: 200px

5. Click [Save].

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