Howto:Ilink TeamCall for Salesforce.com – ilink Kommunikationssysteme GmbH – 3rd Party Product

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Contents

Product Name

ilink TeamCall for Salesforce.com

Certification Status

Image:Referralprod.PNGThis product is listed due to a customer testimonial. No tests have been conducted by innovaphone.

Testing of this product has been finalized May 2019.

Category

Computer Telephony Integration and Unified Messaging / Unified Communication

Vendor

ilink Kommunikationssysteme GmbH

Kurfürstendamm 67, 10707 Berlin, Germany

sales@ilink.de

Description

ilink TeamCall for Salesforce.com is a 3rd-party software service to connect a Salesforce.com CallCenter with an innovaphone system/PBX.

ilink TeamCall for Salesforce.com is a service which is easily activated for all Salesforce users through Salesforce Call Center settings, i.e. no client deployment is needed. Clients use their innovaphone devices and benefit from seamlessly integrated telephony call-control features and supported Salesforce CallCenter workflows.

ilink offers a smart, flexible and independent solution for your innovaphone telephony system. It’s an easy to administer and secure solution at low cost. Associate your Salesforce records consisting of contacts, accounts, cases, leads and other Salesforce objects with your telephone activities and call-related data to maximize outbound call activities, streamline inbound service calls and get a quick overview of your call activities through Salesforce.com reporting.

ilink TeamCall for Salesforce.com with Innovaphone IVPA - deployment sketch

Functions

ilink TeamCall for Salesforce.com offers these key features:

  • seamless Salesforce.com CRM and workflow integration, customizable
  • high audio quality through your innovaphone/SIP phone
  • familiar, standard call control through your innovaphone/SIP phone: make call, answer call, hold/retrieve call, consultation call, transfer call, conference call, end call
  • easy outbound calls through click-to-call of your Salesforce.com contacts
  • prefix dial
  • speed dial
  • new case creation (auto-prefilled, auto-translation of subject)
  • automatic inbound call screen-popup: contacts, leads, cases etc.
  • full Salesforce.com wrap-up call workflow
  • save your phone call reports as Salesforce.com tasks or events
  • latest calls and My calls today lists for quick overviews
  • supports Salesforce.com Lightning, Service Cloud Console and Classic modes
  • compatible with Windows and macOS
  • easy install through Salesforce.com CallCenter - no client component

ilink TeamCall for Salesforce.com - softphone in a call

  • For a first impression of the look and feel of the software, please see this product video:

ilink TeamCall Salesforce for Innovaphone - product demo video

  • For more details on features and benefits see this PDF

ilink TeamCall Salesforce for Innovaphone - Lightning telephony workflow for contact center

Version

For details about used versions refer to the certification test report created by manufacturer.

Licensing

ilink TeamCall for Salesforce.com is available as a subscription-based per user on-demand license including support service. For innovaphone, we offer two different license types with different CTI feature sets: Basic and Standard.For details, please see our webpage ilink TeamCall Salesforce.com for Innovaphone - licensing or ask for a quotation

Configuration

The innovaphone Tapi Service Provider (TSP) is required to connect ilink TeamCall for Salesforce.com with an ipva. The ipva Tapi setup is documented in: ilink TeamCall Salesforce.com innovaphone TAPI Setup The test report can be found here.

Summary

ilink offers a CTI/call center adapter for Salesforce.com telephony integration since 2006. We cooperate with Salesforce.com and innovaphone to offer efficient telephony workflows through a leading cloud CRM system so our customers increase their customer satisfaction in their daily phone conversations.

ilink created TeamCall for Salesforce using Salesforce OpenCTI interface to offer Salesforce.com customers a future-proof telephony integration that works best in an innovaphone telephony environment.

Customers of ilink TeamCall for Salesforce.com can rely on ilinks 25+ years of experience in linking UC software with telephone systems, powering over 1 million endpoints all around the world.

Prices: ilink offers two different feature-sets, “basic and standard plan”. Please contact our Professional Services team for details.

Contact

ilink Kommunikationssysteme GmbH
Mr. Thorsten Evers
Kurfuerstendamm 67
10707 Berlin, Germany
Tel: +49 30 28526-0
Mail: thorsten.evers@ilink.de
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