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Setting Up Data Integration for Salesforce

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This article explains the steps and process for integrating your Dial800 account with Salesforce. Dial800’s open API allows for seamless integration of your inbound campaign data into Salesforce so your call information can be viewed in one spot along with your customer data.

This process will require you to frequently go between Salesforce and Dial800 – we recommend you have two browser windows open to quickly and easily toggle between them.

Need to get to a Salesforce integration step quickly? Go to:

What is Salesforce & How Does it Help Track Your Data?

Salesforce is a popular and powerful CRM platform that makes it easy to manage customer information. It provides in-depth information on customer interactions that you and your employees can have equal access to the information. By integrating Dial800 data into your Salesforce platform, you provide another important level of customer detail for your reps and a better experience for future customers.

Step 1: Creating Your Salesforce Developers Account

If you have an existing Salesforce developer account, you can navigate to the Salesforce Developer Home Page, click on Apps, Manage Apps and then click to view or edit your existing app. This will take you to Step 2 below.

If you need to create an account, follow these steps:

  1. Go to https://developer.Salesforce.com/signup and fill out your information to create a developers account
  2. Confirm your account with the email sent to you

    1. Save the link to your developers account in the verification email
  3. Once you create and verify your account, navigate to the Salesforce homepage
    1. This is the link from your account verification email

Step 2: Setting Up Your Integration

  1. On your Salesforce homepage, click on Apps under PLATFORM TOOLS in the left-hand sidebar
    1. Click on App Manager
  2. Click on New Connected App on the upper right-hand of the web page
  3. Create a New Connected App

    1. Enter a descriptive name for your App such as “Dial800 Integration Test 1”
    2. API Name will Auto Fill
    3. Enter your Contact Email and Phone number
    4. Check Enable OAuth Settings
      1. Enter https://apps-v3.dial800.com/Accuroute/Integrations/Default as Callback URL
    5. Select the following OAuth Scopes and click the Add button
      1. Access and manage your data (API)
      2. Perform requests on your behalf at any time (refresh_token, offline_access)
    6. Ensure Require Secret for Web Server Flow is checked.
    7. Click Save
  4. You should receive the following message:
    1. “New Connected App – Allow from 2-10 minutes for your changes to take effect on the server before using the connected app.”
  5. Click Continue
  6. While keeping the Salesforce window open, open a second browser window or tab and go to your Dial800 Dashboard at https://apps-v3.dial800.com
  7. Click on the AccuRoute® tab at the top of the screen
  8. Click on the Integrations Panel
  9. Click the Configure Salesforce button on the Salesforce Panel
  10. Go back to the Salesforce browser window.

    1. Copy your consumer key
  11. Go back to the Dial800 browser window
    1. Paste your Salesforce consumer key into the Client ID field
  12. Go back to the Salesforce browser window
    1. After Consumer Secret click “Click to Reveal” and copy the Consumer Secret
  13. Go back to the Dial800 browser window
    1. Paste your Consumer Secret into the Client Secret field.
  14. Go back to the Salesforce browser window
    1. On the left side, under settings click Company Settings, Company information
    2. Take note of your Instance Name in the right hand column towards the bottom
  15. Go back to the Dial800 browser window
    1. Your OAuth Token Issuer URL will be https://your-instance-name.my.Salesforce.com replace your-instance-name with the Instance Name you took note of in the previous step. For example, if your Instance Name is NA000 your URL will be https://NA000.my.Salesforce.com
    2. Click Authorize
    3. Click Allow on the Allow Access page.
  16. In Integrations, click on Manage Integrations tab in the top left, you should see “Authorized” under Status for your Salesforce Integration

Step 3: Create a Real-Time Event for Salesforce Integration

  1. On the Dial800 platform, click AccuRoute
  2. Select Real-Time Events
  3. Click the Create New Real-Time Event Button
  4. In the Settings tab:

    1. Select Voice Calls Event as Event Type
    2. Enter Event Name
    3. File Name can be left as is, does not matter
    4. File Name Date Format can be left as is, does not matter
    5. Change File Type to JSON
    6. Check Include Headers
    7. Uncheck Compress File
    8. Set time zone UTC
    9. Click Next
  5. In the Filters tab:

    1. Enter desired Filters, if any
    2. Click Next
  6. In the Options tab:

    1. Click Advanced
    2. Add your Template Data Items
    3. Click Next
  7. In the Destination Tab:

    1. Destination Type is Custom Integration
    2. Select Salesforce Integration (Standard) under Integration
    3. Check Vendor Integration
    4. Select Integration Credentials
      1. Select your Vendor Integration from the drop-down list
    5. Click Next to Confirm
  8. Click Finish

Step 4: Test Your Salesforce Integration

  1. Make Test call to your target number
  2. Go to Contacts within Salesforce
  3. Verify contact created by your test call exists

Your Salesforce and Dial800 accounts are successfully integrated. If you have any more questions or need help, you can contact Dial800 Customer Care or call 1-800-DIAL800.

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