Salesforce

Integrating Salesforce with RingQ

Introduction

Integrating Salesforce with RingQ enables businesses to unify customer communication and sales operations within a single workflow. By connecting your CRM with your business phone system, teams can access customer data in real time, manage calls more efficiently, and improve engagement across sales and support interactions.

This guide will walk you through the process of integrating Salesforce with RingQ, covering the setup requirements, configuration steps, and the key features available after the integration is complete. Whether you want to enable click-to-call functionality, automate call logging, track customer interactions, or improve agent productivity, this integration helps streamline communication and create a more connected customer experience.

Salesforce Configuration

1. Log in to your Salesforce Developer account. If you do not have one, you can create an account here.

1. After logging in, navigate to the Home page and click the Setup option from the Setup menu.

1. Type App Manager in the Search Setup bar.

1. Click the New Lightning App button to open a form. Fill out the required details and click the Next button.

1. Keep the default selected options and continue by clicking the Next button.

1. Click the Add Utility Item and look for Open CTI Softphone.

1. Set the width to 350 and the height to 525, then continue by clicking the Next button.

1. Select all the navigation items you want to display in your new Lightning App, then continue by clicking the Next button.

1. Select the profiles you want this Lightning App to be visible to. In this example, select Standard User and System Administrator, then click the Save & Finish button.

Note: If you encounter an error preventing you from creating the Lightning App, such as: 'An error occurred while trying to update the record. Please try again. Setup Entity ID is invalid: null'.

The possible cause is that your organization is using the 'Starter Edition.' To check your edition, go to Setup, search for 'Company Information,' and under 'Organization Details,' you will see your Organization Edition.

1. To verify whether the Lightning App was created successfully, click the App Launcher icon located in the top-left corner of the page and select View All.

1. Close the App Launcher, then go to the Search Setup and enter Call Centers.

1. Click the Import button at the top of the table and select the XML file provided by RingQ. The team will provide the import file named RingOpenCTI.xml. Click Open, then click the Import button.

1. Edit the CTI Adapter URL field and replace RingQServer.com with your RingQ server URL. From: https://RingQServer.com/click2call?login=<token> To: https://<YOURURL>/click2call

1. After configuring the Call Center Details, click the Manage Call Center Users button to add users to the created Call Center.

1. Click Add More Users.

1. Click the Find button to display the list of users, select the required users, and click Add to Call Center.

1. In the Search Setup, enter Trusted URLs, then click the New Trusted URL button.

1. Enter the RingQ Server URL in the URL field to prevent blocking the external dialer (for example: https://.ringq.ai). Select all the checkboxes under CSP Directives and click the Save button.

1. Go to Object Manager located in the top-left corner of the navigation bar. In the Object Manager search bar, search for User and click it.

1. In the side navigation bar of the User object, navigate to Fields and Relationships and click the New button to add new fields to the User form.

1. In the Setup Search bar, enter Apex Classes and click the New button to open the text editor.

The team will provide the file named apexRingQOpenCTI.txt. Save the file to your browser.

Copy and paste the Apex code into the editor, then click the Save button.

1. Click the Security option.

1. Add the Standard User profile under Enabled Profiles and click the Save button.

1. In the Setup Search, enter Users and click Edit for the required user account.

1. Navigate to Additional Information and fill out all the required fields, including SIP Extension, SIP Username, SIP Password, and RingQ Server URL. The values can be obtained from the RingQ application. Then click the Save button.

1. Open your RingQ URL and navigate to Accounts > Extensions. Search for the extension number and click it to view the SIP Extension, SIP Username, and SIP Password details. Copy and paste all the required details, then click the Save button.

1. After saving the fields, click the 9-dot App Launcher, search for your app name, and open the app.

1. Open the newly created Lightning App (RingQ) and verify whether the RingQ Dialer is displayed and functioning properly.

Setting up a new Salesforce account under the System Administrator profile

1. Go to Setup > Search User > New User.
2. Fill out the fields in General Information and Additional Information.
3. Fill in the fields:

• Last Name
• Alias
• Email
• Username
• Nickname
• Role - You can select ‘<Non Specified>’
• User License - select Salesforce. (If you do not see a Salesforce option, it means all licenses have been used. To check, go to Company Information.)
• Profile - you can select either System Administrator or Standard User based on your preference.
• Call Center - click the Search button and select RingQ Open CTI.
• SIP Extension - Go to RingQ App
• SIP Username - Go to RingQ App
• SIP Password - Go to RingQ App
• RingQ Server - Go to RingQ App

1. Check the Generate new password and notify user immediately checkbox and click the Save button.
2. To test whether the newly created user has a RingQ Dialer, you can enable Administrators Can Log in as Any User.
3. In the Search Setup, type Login Access Policies and enable Administrators Can Log in as Any User.
4. Go back to User, and you will see a Login option beside the Edit button.