TeamCall for Salesforce.com

Professional Telephony Integration with Call Center Support

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Highlights

Professional Telephony for Salesforce.com

Get the power of 20+ years of call center experience to connect your phone system to Salesforce.com. Integrate Salesforce.com with professional grade PBX and ACD systems to empower your sales and service teams for a fluent customer experience.

Workflow Integration

TeamCall for Salesforce.com can be adopted to your specific workflow needs.

Call Center Integration

TeamCall for Salesforce.com was designed from ground up to work with Call Center ACDs.

Auto-Log Call Info

360 degree customer view: All call info is logged with comments and call wrap-up info.

About

Our Philosophy

ilink has been offering CTI/call center adapterw for Salesforce.com integration since 2006 and is working with Salesforce.com and Salesforce.com consulting partners to enable telephony workflows for our customers to increase customer satisfaction in phone conversations.

We created TeamCall for Salesforce.com version 5 using Salesforce.com OpenCTI to offer Salesforce.com customers a future-proof telephony integration that works best in any telephony environment - supporting classic office PBX systems, call centers (ACDs) and cloud PBX systems.

Customers of TeamCall for Salesforce.com can rely on the 20+ years of experience of ilink in linking software with telephone systems powering over 1 million endpoints all around the world.

Features

Professional Telephony for Salesforce.com

Smart Salesforce.com telephony integration for professional PBX systems.

Click2Call & Screen Pop

Dial every telephone number in Salesforce.com with ease and get caller insights when the phone rings.

Open for all Phone Systems

ilink has the backend technologies to connect to nearly any phone system: PBX, ACD, cloud PBX, or IP phones.

Auto-Save Call-Logs

Never miss important information in any customer contact for a 360 degree customer view.

Sales and Service Cloud

TeamCall for Salesforce.com uses the Salesforce.com OpenCTI API and comes with Console support.

Reporting & Dashboards

Use data-driven reporting and eye-opening dashboards to gain real-time insights of phone related activities.

Windows, Mac or Linux

The platform independent design gives users the choice of desktop: Windows, macOS, and Linux are supported.

Connected

Supported Phone Systems

TeamCall for Salesforce.com connects to the phone system using the ilink middleware TeamCall TAP (included in the TeamCall for Salesforce.com package). In most cases, TeamCall TAP uses CSTA to communicate with the phone system.

Supports phone systems from:

  •  Aastra
  •  Alcatel
  •  Avaya
  •  Cisco
  •  DeTeWe
  •  Deutsche Telekom
  •  Ericsson
  •  Innovaphone
  •  Mitel
  •  Nortel
  •  Panasonic
  •  ShoreTel
  •  Siemens
  •  Tenovis
  •  Unify

Your system is not listed? Get in touch!

Pricing

Find the Right Plan

TeamCall for Salesforce.com comes in three plans, taylored to your needs.

Basic Plan

Standard Plan

Advanced Plan

9.90 € User/Month*

  • Salesforce.com Lightning support TeamCall for Salesforce.com supports both the Salesforce.com Lightning and Classic experiences.
  • Click2Call Fast and simple dialing of phone numbers from within Salesforce.com via mouse click.
  • Telephony functions (phone control) With the ilink softphone, the user is able to control their desktop phone from within the Salesforce.com frontend. Use the functions dialing, answering, hold, consultation call, transfer, and hang up. Also, phone numbers can be entered into the dial field for dialing. The ilink softphone and the telephone device are synchronized via the CTI data link to the phone system.
  • Call ID recognition and display Inbound calls are visible in the ilink softphone (as well as on the desktop phone). The softphone looks up the matching Salesforce.com object for the call (contact, account, lead, case) and displays the call information that has been configured in the Salesforce.com softphone layouts. Additional CRM information are retrieved via the related records link.
  • Call classification/Call Wrap-Up Users can classify inbound and outbound calls using a wrap-up code. The Administrator can configure up to 20 codes for each call direction. In addition, the user can add further call notes into a free text field. The wrap-up code, call notes, a subject, as well as the related records are stored in the users call activity (where they can aslo be edited at a later point). The wrap-up incomplete function makes sure that no call classification is lost when a new call arrives while the user has not yet finished adding information to the previous call's record.
  • List of latest calls A user call journal in the softphone (which can be expanded or hidden) provides an overview over the last calls, each with a time stamp and a shortcut link to the corresponding Salesforce.com call activity.
  • Salesforce.com call activity reports The deep OpenCTI integration in Salesforce.com causes the call data and the information from call wrap-up to be stored in the acitivity history of the user (as a task, in the standard version optionally as an event, and in the advanced version optionally as a custom object). In addition, the Salesforce.com report function can be used to create detailed call statistics, e.g. for realtime evaluation of call results, open tasks, call times, call directions (inbound/outbound), etc.
  • Save-to-Task (call activity) The call wrap-up code, call notes, as well as the other call data will be stored as a call activity of type "task".

14.90 € User/Month*

  • Salesforce.com Lightning support TeamCall for Salesforce.com supports both the Salesforce.com Lightning and Classic experiences.
  • Click2Call Fast and simple dialing of phone numbers from within Salesforce.com via mouse click.
  • Telephony functions (phone control) With the ilink softphone, the user is able to control their desktop phone from within the Salesforce.com frontend. Use the functions dialing, answering, hold, consultation call, transfer, and hang up. Also, phone numbers can be entered into the dial field for dialing. The ilink softphone and the telephone device are synchronized via the CTI data link to the phone system.
  • Call ID recognition and display Inbound calls are visible in the ilink softphone (as well as on the desktop phone). The softphone looks up the matching Salesforce.com object for the call (contact, account, lead, case) and displays the call information that has been configured in the Salesforce.com softphone layouts. Additional CRM information are retrieved via the related records link.
  • Call classification/Call Wrap-Up Users can classify inbound and outbound calls using a wrap-up code. The Administrator can configure up to 20 codes for each call direction. In addition, the user can add further call notes into a free text field. The wrap-up code, call notes, a subject, as well as the related records are stored in the users call activity (where they can aslo be edited at a later point). The wrap-up incomplete function makes sure that no call classification is lost when a new call arrives while the user has not yet finished adding information to the previous call's record.
  • List of latest calls A user call journal in the softphone (which can be expanded or hidden) provides an overview over the last calls, each with a time stamp and a shortcut link to the corresponding Salesforce.com call activity.
  • Salesforce.com call activity reports The deep OpenCTI integration in Salesforce.com causes the call data and the information from call wrap-up to be stored in the acitivity history of the user (as a task, in the standard version optionally as an event, and in the advanced version optionally as a custom object). In addition, the Salesforce.com report function can be used to create detailed call statistics, e.g. for realtime evaluation of call results, open tasks, call times, call directions (inbound/outbound), etc.
  • Save-to-Task (call activity) The call wrap-up code, call notes, as well as the other call data will be stored as a call activity of type "task".

  • Save-to-Event (call activity) The call wrap-up code, call notes, as well as the other call data can optionally be stored as a call activity of type "event".
  • Support of the Service Cloud Console TeamCall for Salesforce.com supports the Salesforce.com Service Cloud Console mode.
  • Support of High Velocity Sales The ilink softphone supports Sales Cadence (branched) Call Steps in the optional Salesforce.com High Velocity Sales module for automatic processing of the call wrap-up code.
  • New case creation A new case will automatically be created for calls from numbers not yet known to Salesforce.com. The case will be populated with the call data as well as additional, customer-specific data fields. In addition, the "Subject Translation" function can be activated which automatically inserts preconfigured, translated titles into the case if the call was made to a phone number that is designated for a specific language.
  • Quick dial list Frequently used outbound call targets can be configured in a (global) quick dial list. The user can dial these numbers by simply selecting them from a list.
  • Two step wrap-up codes Extends the standard single step wrap-up codes to a two step code (category + sub category). In call wrap-up, the user can select both categories using two pick lists. Example: Customer support--construction materials.
  • Followup actions In call wrap-up the user can optionally create a followup action at a specific date. This followup action will be stored as a call activity with status "open".
  • Predefined activity titles Call activities automatically receive a standard subject text during call-wrap. This text can be edited by the user. To enable faster and easier use of standardized subjects, a list of predefined subjects can be defined, so that the user can pick the subject from a list.
  • Save to open tasks/events When a call is started from an open activity, the call record will be stored in this activity instead of a new one.

19.90 € User/Month*

  • Salesforce.com Lightning support TeamCall for Salesforce.com supports both the Salesforce.com Lightning and Classic experiences.
  • Click2Call Fast and simple dialing of phone numbers from within Salesforce.com via mouse click.
  • Telephony functions (phone control) With the ilink softphone, the user is able to control their desktop phone from within the Salesforce.com frontend. Use the functions dialing, answering, hold, consultation call, transfer, and hang up. Also, phone numbers can be entered into the dial field for dialing. The ilink softphone and the telephone device are synchronized via the CTI data link to the phone system.
  • Call ID recognition and display Inbound calls are visible in the ilink softphone (as well as on the desktop phone). The softphone looks up the matching Salesforce.com object for the call (contact, account, lead, case) and displays the call information that has been configured in the Salesforce.com softphone layouts. Additional CRM information are retrieved via the related records link.
  • Call classification/Call Wrap-Up Users can classify inbound and outbound calls using a wrap-up code. The Administrator can configure up to 20 codes for each call direction. In addition, the user can add further call notes into a free text field. The wrap-up code, call notes, a subject, as well as the related records are stored in the users call activity (where they can aslo be edited at a later point). The wrap-up incomplete function makes sure that no call classification is lost when a new call arrives while the user has not yet finished adding information to the previous call's record.
  • List of latest calls A user call journal in the softphone (which can be expanded or hidden) provides an overview over the last calls, each with a time stamp and a shortcut link to the corresponding Salesforce.com call activity.
  • Salesforce.com call activity reports The deep OpenCTI integration in Salesforce.com causes the call data and the information from call wrap-up to be stored in the acitivity history of the user (as a task, in the standard version optionally as an event, and in the advanced version optionally as a custom object). In addition, the Salesforce.com report function can be used to create detailed call statistics, e.g. for realtime evaluation of call results, open tasks, call times, call directions (inbound/outbound), etc.
  • Save-to-Task (call activity) The call wrap-up code, call notes, as well as the other call data will be stored as a call activity of type "task".

  • Save-to-Event (call activity) The call wrap-up code, call notes, as well as the other call data can optionally be stored as a call activity of type "event".
  • Support of the Service Cloud Console TeamCall for Salesforce.com supports the Salesforce.com Service Cloud Console mode.
  • Support of High Velocity Sales The ilink softphone supports Sales Cadence (branched) Call Steps in the optional Salesforce.com High Velocity Sales module for automatic processing of the call wrap-up code.
  • New case creation A new case will automatically be created for calls from numbers not yet known to Salesforce.com. The case will be populated with the call data as well as additional, customer-specific data fields. In addition, the "Subject Translation" function can be activated which automatically inserts preconfigured, translated titles into the case if the call was made to a phone number that is designated for a specific language.
  • Quick dial list Frequently used outbound call targets can be configured in a (global) quick dial list. The user can dial these numbers by simply selecting them from a list.
  • Two step wrap-up codes Extends the standard single step wrap-up codes to a two step code (category + sub category). In call wrap-up, the user can select both categories using two pick lists. Example: Customer support--construction materials.
  • Followup actions In call wrap-up the user can optionally create a followup action at a specific date. This followup action will be stored as a call activity with status "open".
  • Predefined activity titles Call activities automatically receive a standard subject text during call-wrap. This text can be edited by the user. To enable faster and easier use of standardized subjects, a list of predefined subjects can be defined, so that the user can pick the subject from a list.
  • Save to open tasks/events When a call is started from an open activity, the call record will be stored in this activity instead of a new one.

  • Save to custom objects (call activity) The call wrap-up code, call notes, as well as the other call data can optionally be stored in a custom object (instead of a task or event).
  • Support of Visualforce TeamCall for Salesforce.com supports customer applications that use Visualforce pages, e.g. for an individual CTI dashboard for inbound calls, displaying specific call data.
  • Call tags Call tags contain extended information about the call type that will be stored in the call activity, where it can be evaluated: internal/external call, transferred call, conference.
  • Prefix dialing The user can use the GUI to select the trunk on which an outbound call shall be made (e.g. to transfer a specific calling number with the call). This will add a specific call prefix that has been configured in the phone system to access the corresponding trunk. The GUI list of configured trunks is preconfigured by the Salesforce.com administrator.
  • Agent timer The agent timer function supports the call center agent stay within configurable time limits per call. The softphone features a display of the passed call time, color coded according to the limits (green / yellow /red).
  • ACD integration° TeamCall for Salesforce.com optionally supports integration of the softphone into the automatic call distribution / ACD of certain phone systems. With this, the additional ACD functions described below will be available in the softphone. Call routing will continue to be controlled by the ACD system.
  • ACD agent login/logout° Logging in to TeamCall for Salesforce.com will automatically log in the agent at the ACD; the agent can use the softphone to log off from the ACD.
  • ACD agent state control° Users can set their ACD status (ready/not ready/working after call) from within the ilink softphone.
  • IVR integration° Optional integration of voice dialog systems (IVR) of specific phone systems (Avaya, Mitel, ...). Data that was determined in the IVR dialog can be automatically transferred to Salesforce.com for display and further processing. Feature available upon request (customizing is required).
  • Customer specific special functions° ilink implements special functions upon customer request by customizing TeamCall for Salesforce.com. Special functions will be based on the customer requirements and will be validated, specified, implemented and diligently tested in cooperation with the customer.

  • °) certain advanced feautures depend on the phone system type and may require customizing (with extra costs). The ilink Professional Services team will be happy to help and answer your questions.
Get Started

Get your individual quote today!
Get Started

Get your individual quote today!
Get Started

Get your individual quote today!

*) These are net prices. Value added tax will be added for customers in Germany and for non-commercial customers in the EU.

Videos

Check out these videos of TeamCall for Salesforce.com:

  • Hold/Retrieve a Call:
    Holding and retrieving a call.
  • Hang Up a Call:
    How to use the soft phone GUI to hang up a call.
  • Wrap-up Incomplete:
    The call information of calls whose wrap-up was interrupted by a new call is saved as "wrap-up incomplete". It can be reopened later in order to finish call wrap-up.
  • Hierarchical Wrap-up Codes:
    Wrap-up codes can optionally be defined as hierarchical, 2 step codes. When a 2 step code is selected, a second menu appears, allowing to select the secondary wrap-up code.
  • Predefined Subjects:
    Using and defining the optional predefined call subjects.
  • Softphone Layout:
    Configuring the Salesforce.com softphone layout. This specifies how Salesforce.com objects that are related to a call are being displayed.
Demo and Technical Whitepaper

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Email

info@ilink.de

Address

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10707 Berlin
Germany

Phone

+49(30)28526-0