Salesforce and phone.systems™ Integration

Connecting phone.systems™ with Salesforce CRM allows you to manage customer calls and track important information. The integration includes the following features:

• Sync contacts automatically: Keep contacts, leads and company details updated in phone.systems™ and Salesforce.

• Call journaling: All incoming and outgoing calls are logged in Salesforce for tracking and reference.

• Create new contacts automatically: When an unknown number calls, a new contact, lead or company is created in Salesforce automatically.

• User association for call journaling: Associating users enables call journaling between phone.systems™ and Salesforce. Unassociated users will not receive call details in Salesforce.

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Connecting phone.systems™ with Salesforce

This guide provides detailed steps on integrating phone.systems™ with Salesforce CRM. Follow the instructions below to complete the setup process.

Note

To connect phone.systems™ with Salesforce, you need the Consumer Key and Consumer Secret. Generate these values by creating an External Client App in your Salesforce account.

Step 1: Login to a Salesforce account

To get started, go to the Salesforce page and Login to access an existing account or create a new one.

Step 2: Create an app in Salesforce

1. Click the icon in the top-right corner

2. Select Setup.

3. In the left sidebar, expand Apps and select App Manager.

Fig. 1. Open Salesforce Platform Tools App Manager page

On the app manager setup page, click New External Client App.

Fig. 2. Click New External Client App

Step 3: Enter app basic information

In the Basic Information section, enter the required fields:

• External Client App Name

• API Name

• Contact Email

Note

Leave the Distribution State on the default local value.

Fig. 3. Enter app required basic information

Step 4: Launch phone.systems™ and create Salesforce connection

1. Open a new browser tab, log in to your DIDWW account, and launch phone.systems™ .

2. In phone.systems™, go to Settings > CRM Integrations.

3. Click Connect to link Salesforce app with phone.systems™.

Fig. 4. Create Salesforce connection in phone.systems™

Step 5: Copy the Redirect URL from phone.systems™ and paste it in your Salesforce app

On the phone.systems™ Salesforce connection page, copy the Redirect URL.

Fig. 5. Copy the Redirect URL

Open the Salesforce app creation page and perform these actions:

1. Expand the API (Enable OAuth Settings) menu and Enable OAuth Settings to reveal additional options

2. Paste into the Callback URL field.

Fig. 6. Paste the Redirect URL into Callback URL

Step 6: Add the OAuth scopes to define app permissions and the app

Continue in the Salesforce API (Enable OAuth Settings) section, select the Available OAuth Scopes that determine the permissions your app has to access data or perform actions in Salesforce CRM.

1. Locate the Available OAuth Scopes permission list and add the following scopes:

   • Access Connect REST API resources (chatter_api)

   • Access the identity URL service (id, profile, email, address, phone)

   • Full access (full)

   • Perform requests at any time (refresh_token, offline_access)

Note

Selecting the scopes is required to ensure your app has the necessary permissions to function correctly with all supported features.

2. Uncheck the Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows.

Note

PKCE must be disabled because phone.systems™ uses a server-to-server OAuth flow that does not support dynamic PKCE code challenges.

3. Click Create at the bottom of the page to create the application.

Fig. 7. Add the available OAuth Scopes

Step 7: Obtain the Consumer Key and Consumer Secret

To complete the connection between phone.systems™ and Salesforce, obtain the Consumer Key and Consumer Secret.

In the Manage External Client Apps page, perform the following actions:

1. Open the Settings tab.

2. Expand the OAuth Settings and click on Consumer Key and Secret.

Fig. 8. Click Manage Consumer Details

Salesforce will then send a verification code and ask you to verify your identity. Enter the code and select Verify.

Fig. 9. Verify Salesforce Identity

Step 8: Copy the Consumer Key and Consumer Secret from Salesforce and paste it in phone.systems™

After verifying your identity, you will be redirected to the Consumer Details page. Copy the Consumer Key and Consumer Secret.

Fig. 10. Copy the Consumer Key and Consumer Secret

Open the phone.systems™ Salesforce connection page, and paste the Consumer Key and Consumer Secret into the corresponding fields.

Fig. 11. Paste the Consumer Key and Consumer Secret

Step 9: Connect the phone.systems™ Salesforce app

To complete the connection between phone.systems™ and Salesforce, open the phone.systems™ page and click Connect.

Tip

The “invalid_client_id” message may appear shortly after creating the app. Wait several minutes before attempting to connect again. This allows Salesforce to register the new app credentials.

When the access permissions page appears, click Allow.

Fig. 12. Allow Access

After you click Allow, you will be redirected back to the phone.systems™ CRM Integrations page. Salesforce will appear under Active Integrations with the status Connected.

Note

phone.systems™ will automatically synchronize data and establish a connection with your main Salesforce account. The app will also be installed in Salesforce CRM.

Fig. 13. Active Salesforce connection in phone.systems™

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Synchronizing Contacts, Companies, and Leads

After connecting, you can perform a one-time synchronization to import your existing data from Salesforce into your phone.systems™ address book.

1. Navigate to Settings > CRM Integrations.

2. Locate the active Salesforce integration and click the actions menu icon.

3. Select Change synchronization options from the dropdown menu.

   

   Fig. 14. Synchronization options.

4. In the Synchronize contacts from window, use the toggles to select whether you want to import Contacts, Companies, Leads, or a combination.

5. Click Submit to begin the synchronization.

   Note

   This is a one-time import. For ongoing, automatic creation of new contacts from calls, see the Auto Contact Creation settings below.

   

   Fig. 15. Synchronization window.

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Configuring Salesforce Settings

Once the integration is active, you can customize how data is synced between phone.systems™ and Salesforce. To access these options, navigate to Settings > CRM Integrations and click the Settings icon next to your Salesforce connection.

Fig. 16. Salesforce integration settings button.

Important

The following settings apply only to numbers with Call journaling enabled. Call journaling must be configured separately for each number on the Edit phone numbers page.

Fig. 17. Salesforce integration settings.

Auto Contact Creation

This feature automatically creates a new contact or lead in Salesforce when a call is handled from a number that does not match an existing record in your CRM.

Setting	Description
Inbound calls	When enabled, a new record will be created in Salesforce for all inbound calls from unknown numbers.
Outbound calls	When enabled, a new record will be created in Salesforce for all outbound calls to unknown numbers.
Contact type	Select the default record type (Contact or Lead) to be created automatically.

Other Settings

This section controls what additional call-related data is automatically uploaded to your Salesforce records.

Setting

Description

Upload AI call insights results

When enabled, detailed analytics from our AI engine will be added to the call log. This can include: Key topics: A summary of the main topics discussed. Call summary: A concise, AI-generated summary of the conversation. Talk to listen ratio: A breakdown of how much each party spoke. Sentiment analysis: An analysis of the emotional tone of the call. Transcription: A full, written transcript of the call. Note To utilize the AI features, AI Call Insights must be enabled.

After configuring these options, click Save to apply your changes.