The AVANSER Salesforce app provides AVANSER’s call tracking functionality directly within Salesforce. Calls and SMS to an AVANSER tracking number will be created within Salesforce and linked to any related Leads, Accounts, Contacts or Users by the calling/sending number. AVANSER’s phone Dialer and SMS messaging interface are also included with the app in their own dedicated page. Quick dial functionality is available from any Salesforce record, allowing clients to be called at the press of a button.
Please note: The below instructions are applicable to the Salesforce “Classic” interface.
In order to activate the integration, the AVANSER support team will need to configure it in your AVANSER account. If you haven’t already, please contact your Account Manager and provide the following details:
- Domain Name: If you are using a custom Salesforce domain (e.g. xxx.salesforce.com), provide the URL you use to log in.
- Username: Provide the username of the user we will use to create the records in your Salesforce account.
- Password: Provide the password of the user we will use to create the records in your Salesforce account.
- Security Token: Generate a Salesforce security token for the same user as above, and provide the token.
- Create Leads: Elect whether the app should create leads if an existing record with a matching phone number cannot be found.
- Tracking Numbers: Select which of your AVANSER tracking numbers you would like tracked in Salesforce.
1. App Installation
Upon clicking “Get It Now” you will be asked which users you would like to install the app for. Select “Install for Admins Only” and then click “Install”. Installation will then commence.
2. App Setup
Once installed, the new AVANSER objects tabs will need to be added to the tab bar. To do so, navigate to Setup → Build → Create → Apps → Edit.
Select the “Select Items” tab. Then, move the AVANSER custom objects over from the “Available Items” column to the “Selected Items” column by selecting the object and pressing the right arrow (add) button. Make sure to save your changes. This can also be done for any other apps such as Service.
Next we will assign the new AVANSER page layouts which have been pre-configured by the App, to your Salesforce users. First, navigate to Setup → Build → Customize → Accounts → Page Layouts.
Select “Page Layout Assignment” and “Edit Assignment”. Select the user
profiles which you would like to have access to see the AVANSER fields. Then, pick the “AVANSER Account Layout” as the “Page Layout To Use” and save your changes. Do the same for Leads and Contacts.
Note: A page layout is not included for Users, as Salesforce Classic does not support User Profile customisation; this feature is only available in the Lightning interface.
Finally, we’ll need to grant your users permission to see the AVANSER call and SMS records. Navigate to Setup → Administer → Manage Users → Permission Sets.
You will notice there are two AVANSER permission sets that have been created by the App. The “AVANSER User Permissions” must be assigned to all users who need access to the AVANSER data. On the other hand, the “AVANSER Data Push Permissions” must be used to give the user AVANSER will be using to integrate with your Salesforce environment, access to push your Call and SMS data. We recommend creating a new user for this so that you can revoke access at any time if required. To assign the permissions, first “Clone” the “AVANSER Data Push Permissions” set. Then, edit the cloned permission set and click on the “Object Settings” section link. Once there, adjust the object permissions to the following:
- Accounts - Read, View All
- Contacts - Read, View All
- Leads - Read, Create, View All
After you have adjusted the object permissions, return to the “Permission Set Overview” screen and select the “System Permissions” section link. Within this screen, tick the system permissions as per the following:
- API Enabled
- Customize Application
- Manage Custom Permissions
- View Roles and Role Hierarchy
- View Setup and Configuration
In order to assign a permission set, click on the permission set you would like to assign and then click “Manage Assignments”. You will be redirected to the Users screen where you can click “Add Assignments”. From this screen, select the users who you would like to assign to the permission set and click “Assign”. Do the same for the other permission set.
Under the default installation, users without the “View All” permission will only be able to see their own calls and SMS. If you would like those users to be able to see all records, navigate to Setup → Administer → Security Controls → Sharing Settings.
Select “Edit” and choose “Public Read Only” from the dropdown menu for the “AVANSER Call” and “AVANSER SMS” objects. Save your changes.
Calls and SMS can also be manually linked to Salesforce objects. In order to do so, the AVANSER Association Object tabs will need to be created and enabled for your users. First, navigate to Setup → Build → Create → Tabs.
Under “Custom Object Tabs” click “New”. Then, choose the Association Object you would like to see and the Tab Style, and click “Next”. Now pick the user profiles that you would like to have access to the tab and click “Next”. Lastly, pick the apps the tab should display in and save the configuration. Do this for every Association Object you would like a tab for.
In order to create the link itself, navigate to your newly created Association Object tab. Click “New” and select the call or SMS (depending on the Association Object) and the Salesforce object you would like to link. Save the entry. The two selected records have now been linked and will appear in each other’s related list.
he AVANSER Dialer interface located in the “AVANSER Dialer & SMS” object can also optionally be installed in the sidebar. To do so, navigate to Setup → Build → Customize → Home → Home Page Layouts.
Click “Edit” for the default home page layout. Select the checkbox next to “AVANSER Dialer” in the “Select Narrow Components to Show” section.
The “AVANSER Send SMS” interface can also be added if desired. Once done, click “Next”. Use the arrows to set the desired order of the components, and click “Save”.
The previous step adds the dialer to the sidebar on the home page only. By default, sidebar components aren’t displayed on any other page. To enable this, navigate to Setup → Build → Customize → User Interface.
In the “Sidebar” section, select the checkbox next to “Show Custom Sidebar Components on All Pages”. Save the changes.
3. App Walkthrough
Once the integration has been enabled by AVANSER’s support team, your call data will start appearing within your Salesforce account. There are a few ways to access this information. The easiest way is to navigate to the “AVANSER Calls” object, which will display the list of calls that have been received by Salesforce. Clicking on any call record will take you to the information about that call, including Calling Number, Duration, Web Campaign and more. From this screen you can also see what other objects the call is linked to within the AVANSER related lists at the bottom of the page.
Calls can also be accessed by viewing the related objects themselves. Within each Lead, Account and Contact record, there is an “AVANSER Calls” section which lists the calls that have been matched to that object by the calling number.
AVANSER has catered for various number formats so calls should be matched regardless of the way the number has been entered in Salesforce. From here, individual call information can be accessed by clicking on the call record.
Note about number matching: For inbound calls, the calling number is matched to Salesforce Leads, Accounts and Contacts, while the AVANSER tracking number (number being called) is matched to Salesforce Users. For outbound calls, the number being called is matched to Salesforce Leads, Accounts and Contacts, while the tracking number of the caller is matched to Salesforce Users (as the caller’s AVANSER number is the phone making the outbound call).
Like calls, your SMS messages are viewable from their own dedicated object named “AVANSER SMS”. This object lists all inbound and outbound SMS messages that have been captured by AVANSER and sent to your Salesforce account. Also like calls, SMS are viewable in the related object. Clicking on a SMS record will show the details for that SMS.
AVANSER Dialer and SMS
The AVANSER Salesforce app also provides the ability to call and SMS your clients from within Salesforce. This is done through the “AVANSER Dialer and SMS” object. Upon first accessing the object, you will be required to log in using your AVANSER Portal details.
Once logged in, you will need to configure your settings. First, select the country you reside in. Next, enter your actual phone number (not your AVANSER tracking number) into the “Phone Number” field. Next, set how often you would like the app to check for new SMS messages (lower refresh minute intervals use more API calls). Lastly, choose whether you would like calls to be recorded that are initiated by clicking the “Call Now” button in the object (This will be explained later in the guide). Make sure to save your settings.
Once logged in and configured, the “Dialer & SMS” tab will be accessible. Here, calls can be made using the AVANSER Dialer interface and SMS messages can be viewed and sent. The checkboxes below the Dialer numpad provide options for calls made this way. “Record Call” allows call recording to be turned on and off, while “Show Caller ID” allows you to choose whether to display your AVANSER number to the party you are calling or appear anonymous. CRM records can be searched by name directly in the Dialer interface which will return the list of their numbers for you to select. SMS messages can be sent from the “Send
SMS” box below the Dialer, or from the interface on the right if you are replying to an existing conversation.
Quick Calls on the other hand can be executed from any Salesforce record. Within a record, below each phone number there will be a field with the name “Call Now”. Within each field a button will appear and display either “Call Phone” or “Call Mobile” depending on the number field it applies to. Upon clicking that button, AVANSER will automatically establish a call between the phone number you set in the configuration and the number in the record. This feature is a quick and easy way of calling your contacts without needing to use the Dialer interface in the “AVANSER Dialer & SMS” object.
While this guide should give you all the information you need to use the app effectively, as always AVANSER are here to help. For any questions about your AVANSER services or this app specifically, please reach out to your dedicated account manager as they are there to assist you. Our support team are also available, you can contact them through the following channels:
- Email: firstname.lastname@example.org
- Phone: 1300 307 247
We hope you found this guide valuable and are as excited to begin using the app as we are. Thank you for choosing AVANSER to provide your call tracking and analytics services, we look forward to servicing you for many years to come.