This guide provides a step-by-step approach to integrating the Aloware in-app dialer in Salesforce using the Aloware Talk2 dialer widget, enabling users to make calls directly from Salesforce through an integrated softphone.
Ensure you have access to Salesforce with appropriate permissions.
Ensure you have the Aloware Cloud Contact Center Package Installed (Salesforce Authentication | Installing the Salesforce Package).
Ensure you have the CTI adapter package ready for installation.
Step 1: Download call center XML file
In Aloware, first, download Call Center XML file in Salesforce Integration Settings Aloware:
Step 2: Prepare the call center configuration
Go to the Setup menu in Salesforce.
In the Quick Find box, Search for and navigate to the Call Center installation section.
Click on Call Centers and look for the installation guide — note that it may currently be empty.
Step 3: Import the Call Center XML File
Still in the Call Center setup page, click on Import.
Select the Call Center Definition File you downloaded earlier in Aloware Integrations Settings (e.g. AlowareCallCenterAdapter.xml) and click Import.
Click in Import and see the Aloware Call Center Adapter.
Step 4: Add a user to the call center
Navigate to the Manage call center users section in Call Centers.
Identify the user that you want to add to the call center.
Add the user to the configured Call Center, ensuring they have access to the softphone functionalities.
Step 5: Configure the app for Lightning Experience
Go to the App Manager within Salesforce setup.
Find the application you want to modify (ensure you're looking for a Lightning app, not a Classic one).
Click on the arrow icon for the Lightning Sales application and select Edit.
Navigate to Utility Items and click in Add Utility item:
Add the Open Open CTI Softphone utility.
Step 6: Test the softphone dialer widget
Refresh the Salesforce page where you integrated the softphone. It is necessary to authenticate with Aloware credentials within the softphone.
Ensure phone numbers in your Salesforce records are clickable.
Click on any phone number to initiate a call via the Aloware Talk2 dialer.
If the softphone is loaded correctly, you should see controls for dialing.
Dialing options - the line settings are the same as we have in Aloware (per users and per company settings) which allow you to specify the line to be used for making calls.
Note that until a call is completed, you cannot dial another number.
Once you finish a call, the call ended will appear in the system, allowing you to manage follow-up calls.
We recommend disabling Aloware click-to-call chrome extension to ensure the best experience using Talk dialer in Salesforce.
