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6 Articles

Configuring Call Center and Open CTI Softphone (Salesforce Lightning)

The CallTrackingMetrics softphone can be integrated with your Salesforce Organization via the Open CTI Adapter.  By embedding the softphone in Salesforce, agents can receive calls, make outbound calls, and utilize all the capabilities of the softphone within the Salesforce platform. When using the embedded softphone, we recommend disabling automatic lead creation from CallTrackingMetrics and instead

Configuring Call Center and Open CTI Softphone (Salesforce Classic)

The CallTrackingMetrics softphone can be integrated with your Salesforce Organization via the Open CTI Adapter.  By embedding the softphone in Salesforce, agents can receive calls, make outbound calls, and utilize all the capabilities of the softphone within the Salesforce platform. When using the embedded softphone, we recommend disabling automatic lead creation from CallTrackingMetrics and instead

Importing Past Calls to Salesforce

Once you have activated your integration with Salesforce, you may choose to send past calls (calls that occurred before integration setup) into your Salesforce account.  It’s important to note that these imported calls will be mapped to leads, contacts, or other customer objects based on the settings you have assigned in your Field Mapping section of

Assigning Salesforce Campaigns to Tracking Sources

Assigning Salesforce campaigns to your tracking sources in CallTrackingMetrics allows you to link activities associated with a tracking source to a specific campaign in your Salesforce account.  You will need to enable the Salesforce integration in your account before you can assign campaigns to your tracking sources. There are two methods of assigning campaigns to

Integrating CallTrackingMetrics with Salesforce

CallTrackingMetrics can integrate directly with your Salesforce account so that calls coming through your tracking phone numbers appear automatically as leads, activities, or as a custom object in Salesforce. This is a powerful way to ensure that all of your advertising and agent performance data feeds right into your Org so that your team can


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