Once you have enabled CRM integration in Ooma Officepro plus, you must add the call center adapter and softphone module to Salesforce so that the users you’d like to integrate can access Ooma from within Salesforce. Before you perform this step, you must enable Ooma for Salesforce CRM integration by following the steps outlined in this article.

You can begin integrating these services by following the instructions below to add the call center adapter to Salesforce:

  1. Open Salesforce and go to the Setup menu.
  2. Go to Call Centers using the following navigation: PLATFORM TOOLS -> Feature Settings -> Service -> Call Center -> Call Centers.
  3. You’ll need an XML file to proceed. Download the file HERE and make a note of where it’s saved on your computer.
  4. Use the Import option at the top of the All Call Centers grid.
  5. Use the Choose file option and browse to the location of the XML file you saved in Step 3.
  6. Import your file.

Once you have installed the call center adapter to your salesforce instance, you’ll need to assign it to the users that will require access to it. You can assign the adapter to multiple users at once, or you can assign it to users one at a time.

  • For multiple users, follow these instructions:
    1. Go to the Setup menu and navigate back to Call Centers using the following navigation: PLATFORM TOOLS -> Feature Settings -> Service -> Call Center -> Call Centers.
    2. Select Ooma Office for Salesforce Lightning.
    3. Select the Manage Call Center Users button.
    4. On the Manage Users form, use the Add More Users button.
    5. Use the provided search tools to find the user(s) you’d like to add and check the checkboxes.
    6. Use the Add to Call Center button.
  • For single users, follow the instructions below. Note that this option may not be available in all versions of Salesforce. If this option is unavailable, follow the instructions above for multiple users.
    1. Go to the Setup menu and navigate to Users using the following navigation: ADMINISTRATION -> Users -> Users.
    2. Use the provided search tools to find the user you’d like to manage and select that Edit button.
    3. Use the magnifying glass beside the Call Center property to bring up more options. Choose Ooma Office for Salesforce Lightning.
    4. Save your changes.

Finally, you will need to add the CTI Softphone utility to any Lightning applications like Sales or Support where Ooma Office should appear. You can add the softphone utility to a Lightning application by following the instructions below. Keep in mind that you’ll need to do this for all Lightning applications individually.

  1. Go to the Setup menu and navigate to App Manager using the following navigation: PLATFORM TOOLS -> Apps -> App Manager.
  2. You’ll see a grid of Lightning applications in the main display area. Locate the application you’d like to update and use the down arrow in the far-right. Choose Edit from the dropdown menu to bring up the Lightning App Builder.
  3. Navigate to Utility Items (Desktop Only).
  4. If the Ooma Office option isn’t visible, use the Add Utility Item option and select Open CTI Softphone from the list of options.
  5. Update the utility’s Label to Ooma Office.
  6. Save your changes.
  7. Repeat Steps 2 through 6 for each Lightning application that needs to be able to access the softphone.

Users that were set up with the call center utility in Salesforce in the second part of this article will see Ooma Office in the Salesforce applications selected in Step 3. Users don’t need to install anything. All they need to do is log in to Ooma Office for Salesforce with their Ooma Office login credentials.