Salesforce

[NationalHealth]

Hello all, Short and sweet, i am very interested in speaking to anyone who has successfully integrated "SalesForce" and the "ViciDial" systems. We are looking to move forward with that integration and would love a discussion before we make the move.
Thanks!!

[sip402]

I too would be interested. Please PM me.

[aolabhi]

I am also interested. Please PM me.

[williamconley]

Hello all, Short and sweet, i am very interested in speaking to anyone who has successfully integrated "SalesForce" and the "ViciDial" systems. We are looking to move forward with that integration and would love a discussion before we make the move.
Thanks!!

Define "integrated"? Note that CRM integration is part of vicidial's basic setup. So integration may be easier than you think.

[mflorell]

They contacted us about "integration", it was very complex, bi-directional syncing of leads and CTI actions. I couldn't get the Salesforce representatives working the account to respond to even the simplest technical questions, so it went nowhere.

[williamconley]

They contacted us about "integration", it was very complex, bi-directional syncing of leads and CTI actions. I couldn't get the Salesforce representatives working the account to respond to even the simplest technical questions, so it went nowhere.

So the entire process will have to be handled through the API.

I'd say if they start NOW and just begin getting pieces of it done, eventually it'll be finished. But projects like this are prone to "Stall" if it's required to generate a quote covering the entire thing.

Or, of course, my favorite moment to witness: A young "hungry" developer gives a nice quote without actually knowing how to do it ... and finds himself overwhelmed, then turns off his phone and changes online IDs (and of course, keeps the Money, LOL). Some will accept token payments up front and still disappear. But then there's the lost 30 days, which causes the entire project to be "rush" and cost twice as much as it would have if it had simply "Started" with a low priority, one piece at a time.

C'est la vie

[mflorell]

So the entire process will have to be handled through the API.

That is just the problem. Salesforce has 5 platforms and over a dozen systems that I would call "APIs". And they come out with new versions of most of them every 6 months, and the version you should use depends on how and when your account was set up and what kind of account you have.

Their platforms range from one where you feed it simple XML posts, to one where you can create interfaces within their own programming interfaces. They all have different features and different API mechanics and of course different prices.

I think the reason the "Sales Engineer" wouldn't answer my simple questions was that he simply didn't know the answers. I couldn't even get out of them what platform they were going to be setting their account up on. It was a very frustrating experience.

[williamconley]

Welcome to my world. I realize *you* get the customers that are well-organized enterprises, but we here on this side of the barrel deal with this sort of thing all the time.

I have one client alone who has five different interfaces (different versions of wordpress plugsins) to his own enterprise system and their documentation is wrong more often than right. We just keep going until we "get it". Sometimes its silly things like a "made-up" country list system with IDs instead of using the standardized two or three char country ISO codes (but only in some places, LOL). But sometimes it's important things like SSL not being "allowed" in a location where a login is going to occur. Obviously that we have to fix.

[Acidshock]

Damn. Shots fired!

[dspaan]

Any updates on this? It's 5 years later now

All we are looking for is to open up a new browser tab during an inbound call to lookup the client in Salesforce based on caller ID.

edit:

What i found on Google:
According to the Vicihost website there is an integration with Salesforce?:
https://www.vicihost.com/?p=301


This Indian company claims to have an integration:
https://www.elisiontec.com/call-center- ... tegration/

[mflorell]

We do have a basic Salesforce webform page integration that will do what you are looking to do, on their most widely used API. It is included with VICIhost for our hosted clients, but you can also pay for it on a premise system separately.

Keep in mind that Salesforce has limits on all API actions, and only their very expensive "Enterprise" plans offer unlimited API usage. So you may want to look up what kind of limitations you would have to use it under with the contract you have with Salesforce before proceeding with us.

[dspaan]

That's great! And does this integration also work with outbound calls?

[mflorell]

It works with the WEBFORM, so it will work with any kind of agent screen interaction that uses the WEBFORM buttons(inbound, outbound, chat, email).