Salesforce Integration via CRM Integration App

overview this document outlines the simplified process for integrating salesforce crm with ameyo using the dedicated ui connector within the ameyo platform this ui driven approach replaces previous backend configurations, streamlining the setup and reducing potential errors the salesforce–ameyo integration, previously managed from the backend, can now be configured directly through the ameyo user interface this enhancement simplifies setup, reduces configuration errors, and provides better visibility for administrators the document is intended to guide technical teams through the step by step process of integrating the ameyo contact center with salesforce using the crm integration app it covers the prerequisites, setup steps, and configuration details required to enable this integration, including creating a salesforce developer account, importing the ameyo package, configuring toolbars and softphone layouts in salesforce, adding custom fields, setting up sso, and mapping ameyo users to salesforce users it also details limitations, gaps, and troubleshooting tips for common issues encountered during integration key purpose key purposes of the document include enabling telephony and crm integration for call centers using salesforce setting up single sign on (sso) between salesforce and ameyo synchronizing user accounts between salesforce and ameyo configuring server side or client side call data dumping to salesforce providing guidance for customizations such as softphone layouts and custom activity fields functionality all the configurations have been done on ui for simplifying the ameyo salesforce integration the admin/voice admin is able to view the settings tab for crm integrations the list shows all the integrations that can be done with ameyo implementing the salesforce integration, the user selects the "connect" option on the salesforce crm connector sfdc crm connector app is enabled in the app manager the sfdc integration settings page, it is divided into 3 steps salesforce settings this includes the information to be filled from the user's salesforce account to proceed with the integration the user needs to enter the consumer key and consumer secret ameyo settings these are the settings to be done specific to ameyo for objects, dumping etc the user first needs to select which object to be created, if a call comes from a new customer the user has to select the objects on which the search is to be performed for an incoming call the user needs to enable/disable, if call has to be disposed for the current object that is opened or only the object that opens with the call by default, the agent should only be able to dispose of the call with the object that opens with the call the user can select whether to choose client side/server side dumping synchronize users this is for mapping the users of ameyo and salesforce that are working with the integration synchronize users automatically users are created automatically synchronize with ameyo users, if they have the same email id’s users are created automatically, if they don't exist "add user" in case a user has to be created from ameyo and added to the list extract users this extracts the users created in ameyo in case the admin needs to refer to the same for creating users in salesforce fetch users from salesforce it is a manual procedure to be used when there are users with different email id’s on salesforce and ameyo now 2 sub sheets are downloaded for sfdc (to be uploaded) and ameyo users the user selects the "bulk upload" option to upload a csv that will contain the following fields salesforce user id salesforce user name email id ameyo user id ameyo user name the header mapping is provided, in case the csv is having fields with different names than those mentioned above the upload summary is shown after the upload is completed the bulk update option can also be used to update certain records in the user management list limitations and known facts with feature new setups this ui based integration method is primarily recommended for configuring salesforce integration on new ameyo setups default user role when using the "synchronize users automatically" option, any new users created in ameyo will be assigned the "professional agent" role by default to assign a different role (e g , "executive"), you must manually edit the user's profile via the ameyo admin interface after synchronization consumer id and contact center id for this specific integration method, the consumer id generated internally will be the same as the contact center id you select for the configuration for example, configuring salesforce for contact center 10 will result in a consumer id of 10 compatibility with old process user synchronization from salesforce to ameyo is not supported if the salesforce integration was initially configured using the older, non ui based method id conflict prevention before configuring, verify that the chosen contact center id is not already in use as a consumer id for any other existing crm integration within your ameyo instance using an already assigned id will cause duplicate configuration entries and is strongly discouraged synchronization after manual mapping if you manually map users (e g , via bulk upload) and subsequently use the "synchronize users automatically" button, errors will appear in the user upload history for the previously mapped users this occurs because the automatic sync uses a 'create user' function, leading to duplicate record errors for existing mappings