NOTE: Convoso for Salesforce is an account add-on and is downloaded via the Salesforce Agent Exchange. 
Contact your CSM for more info.

Overview

The Convoso for Salesforce CTI Adaptor integrates Convoso’s cloud-based call center platform directly into Salesforce, enabling agents to place, receive, and manage calls without leaving the CRM. This guide explains how to use all major features, including inbound handling, outbound dialing, click‑to‑call, activity logging, and screen pops.

System Requirements

• Salesforce Edition: Enterprise / Professional / Developer

• Installed Convoso for Salesforce CTI Adaptor managed package

• Convoso Cloud Contact Center: Agent License

• Salesforce Lightning Experience

• Supported browsers: Chrome, Edge, Firefox (latest versions)

Contents:

Login to the Convoso Phone

1.) Login to Salesforce.

2.) Click on Convoso Phone in the Utility Bar along the bottom of the window.

The Convoso CTI Adaptor window will pop open. 3.) Click the Login button.
	A separate Convoso login window or tab will open. 4.) Enter your Convoso Agent credentials in the username/email and password fields.

If this is the first time logging in, a Confirm External Access window will open.

5.) Click the Confirm button.

After successful login, the user is returned to the Convoso Phone adaptor window in the browser.

6.) In the Convoso Phone there are two drop-down fields: Select a Campaign form the top drop-down. Select an Agent Status (Ready, Not Ready, Break, etc.) from the second drop-down. Note: You cannot login as Available. 7.) Click the Next button.

• If prompted to enable Microphone Access, Select Allow while visiting the site.

  

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Convoso Phone Overview

Upon successful login, an audio clip will play a voice saying “Welcome” which confirms the Convoso Phone is ready to use. 

The Convoso Phone Dashboard will load which contains four widgets: Agents Waiting Agent in Call Outbound Waiting Inbound Waiting
	Alongside the Dashboard tab are several other tabs: Leads Recent Voicemail Callbacks Queue
The bar along the bottom of the Convoso Phone contains counters for: # Placed: Number of Calls placed. # in Queue: Numbers of calls in the Queue. # in Hopper: Number of calls in the Hopper.

The three dot icon  opens a quick view of the Convoso Phone Dashboard widget data points. The two icons in the bottom right of the Phone window indicate: Indicates whether RTC is online. Indicates Websocket status of connectivity. These icons should be green for best performance. Orange indicates connecting, green indicates the online.

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Agent Status & Break Requests

The Agent Status menu is at the top of the window. The selection here determines whether an Agent will start receiving calls.

The Statuses listed may be different depending on what Statuses the Account Admin has set up.

To make a break request: Click the Agent Status drop-down.

Select a break or lunch Agent Status.
If approval is required, a timer will display indicating how long until the request is approved.
Upon approval (if required), the Agent state will be updated automatically updated.

 

Switching Campaigns

Agents may be required to change the campaigns they will receive calls from. 

The Campaign and Campaign Caller ID are in the top banner.

From the Convoso for Salesforce CTI Adaptor, click on the current Campaign name.

Select a new Campaign from the list of assigned Campaigns. Click the Switch Campaign button. The agent will then be logged into the selected campaign.

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Convoso Phone Menu

• The sandwich icon contains options for:

  • Microphone Settings

  • Caller ID Settings

  • Queues

  • Help Center: Links to this Convoso Knowledge Base.

  • Log Out: see Log Out section.

Microphone Settings

Test your audio input and output and set a preferred volume for both.

	Click on Microphone Settings to open the audio settings.
	Microphone Settings contains testing mechanisms and volume settings for both input and output audio.
Select your Audio Input Device from the drop-down.  This is what you hear the audio from; headphones or speakers.
Click the Test Output button and a series of tone beeps will play.  The Test Output put will turn gray and read Playing during testing.
	Audio Input Device is the microphone the agent speaks into.  Select the Audio Input Device from the drop-down.
	Click the Test Input button to open the Test Microphone function. Click the Start button to begin the test. Speak into the microphone
If the audio is working, when the agent speaks into the microphone they will see the audio indicator bar bounce with the volume of the agent’s voice, this is recording the audio so the agent can listen back to ensure the volume is at a suitable level.
Click the Stop button to end the test audio recording. A play button will appear to the left of the audio bar. Click the play button to hear the test audio that was recorded. Change the audio volume on the Input Volume bar to a suitable level. If you need to retest the audio at the new volume, click the Reset button to test the input audio again.
	Click the Apply button so save the input and output Audio device selections and volume levels.

Caller ID Settings

Caller ID Settings presents a drop-down for selecting the Caller ID to be used.

From the Caller ID drop-down select the Caller ID then click the blue Apply button.

The Queues menu option opens a window with a drop-down for selecting the Queue Type with the Inbound Queues listed below.

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Lead Record Overview

Click on the Leads tab. Click the name of the Lead.

The Lead Record will display. The Name of the Lead will show in the top banner below Agent Status. Click the X in this banner to close the Lead Record. Basic Lead Information will be listed on the Leads tab of the Lead Record. The Call History and Notes tabs are next to the Leads tab.

Call History tab shows all contact attempts for that Lead including timestamps, call duration, Disposition, and Campaign/List.

The Notes tab shows any details Agents have recorded during previous calls including the timestamp for the call/note.

In-Call Tabs on Lead Record The same Call History and Notes tabs are shown on the Lead Record during a call. There are additional Tabs on Lead Records during a call: The Details tab will display the same Lead info. The Add Note tab contains a text field. Notes entered here shown on the Notes tab of the Lead Record. The Schedule Callback tab contains fields for selecting a time and date to call a Lead back.

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Disposition Panel

After each call, the softphone will prompt for a Disposition. Dispositions determine the status of the call and trigger CRM activity updates. The available Dispositions for a call depend on what Dispositions are set up by the Admin and mapped from Convoso.

Clicking the Disconnect button first will end the call but the Agent will still have to select a Disposition in order to wrap-up the call and receive a new call. If a Disposition is selected without clicking the Disconnect button, the call will be instantly disconnected.

After a call is wrapped-up, an Activity Record is created and the call activity details are stored in the Activity tab of the Lead Record.

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Call Controls

During a call there are several control buttons along the bottom of the Convoso Phone for handling each call appropriately.

• The controls start out as white buttons, they are red when in use/active.

Hold Call Control

You cannot disconnect a call while it is on Hold. You must take a call off Hold before clicking the Disconnect button. Place a call on Hold: To place an active call on Hold, click the white Hold button. Remove a call from Hold: To remove a call from Hold, click the red Hold button.

Click the Hold button, you will hear a short audio double beep to indicate the call was put on Hold.   There are several indicators for a call on Hold. The button turns red, the green phone icon becomes a red Hold Icon, and Hold will display under the call duration timer.

Mute Call Control

The Mute button changes to read Unmute when in use. Muting a line: To mute the line during an active call, click the white Mute button. Unmute a Line: To unmute a muted line, click the red Unmute button.

Click the Mute button to silence your audio so the caller cannot hear noise on your end There are several indicators that a call is on Mute.  The green phone icon will become a red mic icon.  Mute will show under the call duration timer.

Transfer/Conference Call Control

To Transfer a call to another system or resource, click the Transfer button.

When the Transfer button is clicked, a Transfer Call window will open.

In the Transfer Call window, select a Destination from the Destination Type drop-down.

Supported Destination Types include: Agent: Transferring a call to a specific agent on the Convoso System Queue: Transfer to a specific Call Center Queue Pre-defined Number: Transfer the call to a previously defined number External Number: Transfer the call to a number outside of the Convoso Platform Voicemail: Transfer the call to a voicemail

Select the Routing Destination, the items in this drop-down are dependent on the selection in Destination Type. Examples: Queue → Select a Queue Agent → Select a specific Agent Predefined Numbers → The field is locked.

The Transfer Caller ID may only contain the Campaign Caller ID option.

Record Transfer Call: Click the checkbox to Record the call after Transfer. Uncheck the box to not have the transferred call recorded. Transfer Types: 3-Way Transfer: Warm Transfer/All parties are present during the transfer process. Hold & Call: Warm transfer, but the lead is placed on hold prior to the transfer being initiated. The Agent is still able to speak with the third-party. Blind Transfer: Lead is transferred immediately to the third-party. The Agent is removed from the transfer and placed in the Wrap-up state.

3-Way Call

Hold & Call

Dial Pad

The Dial Pad is for in call use only, and is not active when a call is Hold, it is active during a Transfer.

The Dial Pad can be used for situations where the Agent may need to enter an extension or type a press 1 selection.

Click the white square dots icon to open the Dial Pad. The icon will turn red when the Dial Pad is open. The Dial Pad will open like a pop-up menu and can be closed by clicking off the pad or clicking the Dial Pad button again.

Record Call Control

Depending on Admin settings the Agent may not be able to control whether or not a call is recorded.

Recording a call: To start recording a call, click the white Record button. Stop Call Recording: To terminate a call recording already in progress, click the red Record button.

If the button is white the call is not Recording. If a call is being recorded the button will be red and there will be a red Record icon next to the Lead Name in the top banner.

Disconnect & Wrap Up

You cannot use the Disconnect button while a call is on Hold.

	The Disconnect button will end a call and open the Disposition Panel.
After clicking the Disconnect button a banner will show at the bottom of the window indicating the Agent needs to select a Disposition before receiving a new call.

The Disposition Panel contains all available Call Dispositions that Agents can assign to a call during Wrap-Up.

Click on a Disposition and the call will wrap-up and the Lead Record will close. Click the white More button to see the other available Dispositions.

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Outbound Campaign Dialing

How It Works

If your Agent account is assigned to an outbound campaign in Convoso, calls will be delivered automatically to the softphone.

Benefits

• Faster connect rates using Convoso’s predictive/power dialing.

• No manual dialing required.

• Automatic call logging into Salesforce.

Using Campaign Dialing Set your Status to Available. A call will come in within the minute typically and automatically connect to the Agent.

Once the live call is connected, the Convoso Phone displays the Lead’s information. Call Controls will appear along the bottom of the Convoso Phone window. The Disposition Panel will open alongside the Lead Info.

Salesforce automatically opens the related Lead Record if available. Click the Disconnect button to end a call then select a Disposition. Selecting a Disposition without clicking the Disconnect button will immediately end the call.

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Manual Dialing

Use Cases

• Follow-up calls

• Direct dial to customers not in campaigns

Placing a Manual Call Select the Not Ready Agent Status.

Select a Lead from the Leads Tab.  Click the Lead Name.

If the Salesforce Lead Identifier has been provided as part of the Lead upload process, the Lead will appear as a new tab within the Salesforce Interface.

If the Salesforce Lead Identifier has not been provided as part of the Lead upload process, the user will be prompted to select the Lead to associate any call and agent activity.

• If presented with the Lead Lookup screen, select the appropriate Lead. 

Click the blue Select button to pick the matching Lead, otherwise click the white Create New Lead button. From the Lead Preview, click on the phone number to initiate the call.

The Convoso Phone will initiate the call and connect the call to the agent.

• A call in progress can be indicated by the call duration timer in the top-right, and the Connection label below that.

• If the call is being recorded, a Recording icon will display next to the Lead name once the call is in progress.

 

 

 

 

 

Upon call completion, click the Disconnect call control. Select a Disposition for the call from the Dispo Panel.

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Click‑to‑Call

Click‑to‑call is available on phone fields for Leads, Contacts, Accounts, Cases, and Custom objects.

Benefits

• Saves agents time

• Reduces misdials

• Ensures activity capture

Using Click-to-Call Click on the Lead’s phone number either via the Lead Record in Salesforce, or the number in the Convoso Phone’s Lead Preview screen.

The Select a Campaign window will open the Account contains Campaign Groups.  The Agent will select a Campaign from the Campaign Group. Select a Campaign from the drop-down. Click the blue Make Call button.

The Convoso Phone will initiate the call. When the call is complete: (1) Click the Disconnect button. (2) Select a Disposition.

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Automated Screen Pops

How Screen Pops Work

When a call arrives, Salesforce automatically searches for matching records and displays:

• During a lead upload into Salesforce, you can include a special field called the Salesforce Lead Identifier (the unique ID of the Lead record in Salesforce).

• If that identifier is present for a lead, then when the agent starts a call on that lead, the system can immediately and automatically open (screen pop) the correct Salesforce Lead record for the agent.

• In practice: the call comes in / is placed → the CTI adaptor sees the Lead Identifier → it knows exactly which Salesforce Lead to open → it pops that Lead as a new tab in Salesforce, so the agent doesn’t have to search or choose the record manually.

Benefits

• Immediate visibility into customer information

• Faster call handling

• Better customer experience

If the Convoso Remote ID is an exact match to the Salesforce Object Record ID Exact match: Lead, Contact, or Account.

If no match exists based on Record IDs, a search based on phone number is performed. The user is presented with a list of records which are possible matches.

If there is no match: The user is given the option to create a record. The Salesforce Record will automatically be associated to the Convoso Record.

Fill in necessary fields in the Create New Lead window. Click the Save button at the bottom of the window.

After saving the window will close and the Lead Record tab will open.

 

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Activity Record Logging

All inbound and outbound calls are automatically logged in Salesforce.

Benefits

• Eliminates manual logging

• Provides complete customer interaction history

• Supports reporting and analytics

On the Lead Record, on the Activity tab, several data points are logged:

• Call direction (inbound/outbound)

• Call start and end time

• Duration

• Phone number

• Agent handling the call

• Disposition

Click the arrow icons to the left of the Activity Record to view all the details of a call.

Click the arrow button to the right of the activity record to open a menu of actions that can be taken on the Activity Record. Edit Comments Change Date Create Follow-Up Task Change Status Change Priority Edit Edit Comments Change Date Change Status Change Priority Delete Create Follow-Up Event Edit Labels

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Logging Out

Agents cannot log out while in an Available Status.

Change the Agent Status to a Not Ready or Logout Status. Click the sandwich icon  next to the Campaign Name and Caller ID. Click the Log Out option in the pop-up menu. The agent will be logged out of the system.

Troubleshooting Common Issues

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