Zadarma cloud PBX and Salesforce CRM integration

Create a Custom Trunk in Salesforce and connect Zadarma as the provider for inbound and outbound calls via BYOC.

Your Salesforce organisation must be on the Enterprise, Performance or Unlimited edition.

In Salesforce, open Setup, type Trunks in the search box, then click New Trunk. Under Choose Type of Trunk, select Custom and enter the following details

• Name - trunk name, e.g. zadarma_number
• Salesforce Media Region - the Salesforce PoP closest to you
• Protocol - TLS.
• SIP ACL IP Addresses - the list of Zadarma IP addresses that incoming calls will be sent from (185.45.152.216,185.45.155.33).
• SIP ACL IP Addresses - the list of Zadarma IP addresses that incoming calls will be sent from (185.45.152.164,185.45.152.177,185.45.152.200,185.45.155.14,185.45.155.16,195.122.19.20,195.122.19.29,15.235.128.70,31.31.222.201,185.45.154.15).
• Inbound SIP Address - your organisation’s domain for the SIP URI
• Inbound Authentication - Disabled
• Host - sip.zadarma.com
• Host - pbx.zadarma.com
• Port - 5061
• Username - SIP login from your Zadarma account.
• Password - SIP login password from your Zadarma account.
• Username - Cloud PBX extension from your Zadarma account.
• Password - Cloud PBX extension password from your Zadarma account.

Routing calls to Salesforce

1. In Zadarma, go to Settings → Virtual phone numbers.
2. Click the ⚙ (gear) icon next to your number.
3. Open the "External server" tab.
4. Switch on the "External server (SIP URI)" option.

5. In the new field, enter +15551111111@txtestorg.byoc.fra.salesforce-ccaas.com;transport=tls

   where txtestorg.byoc.fra.salesforce-ccaas.com is your unique Inbound SIP Address,

   and +15551111111 is your virtual number for incoming calls.

6. Click "Save".

1. In Zadarma, go to My PBX → Extensions.
2. In the extension settings, next to "Call forwarding and voicemail" click Enable.
3. Choose a forwarding condition, for example Always active.
4. Under "Forward to" elect "External server (SIP URI)".

5. In the new window, enter +15551111111@txtestorg.byoc.fra.salesforce-ccaas.com;transport=tls

   where txtestorg.byoc.fra.salesforce-ccaas.com is your unique Inbound SIP Address,

   and +15551111111 is your virtual number for incoming calls.

6. Click "Save".

Your Custom Trunk is now set up.

In Salesforce, open Setup, type Communication Channels in the search box, then click Add external number - Bring your own carrier. In the next window, select the Trunk you created earlier, then choose and add your virtual number

Next, add a communication channel: click New Channel, select Voice then choose the number you added earlier and set the Call Routing Type (where incoming calls will go: a user, a call queue, etc.)

To save, click Next.

Setup is complete.

Setup instructions

The Zadarma PBX integration with Salesforce works without additional modules and agents to provide maximum service quality and reliability.

Zadarma - Salesforce integration is absolutely free.

Integration features:

• Calls to clients from Salesforce in one click from the browser (WebRTC) or via Callback.
• A pop-up client card during incoming and outgoing calls.
• Call statistics and recordings integration. Listen to call recordings from the Salesforce CRM interface.
• Automatic lead creation during incoming calls from unknown phone numbers and outgoing calls to new numbers.

Zadarma advantages:

• Completely free PBX, 5 minutes setup
• Phone system price plans for calls to all destinations at attractive rates
• Multichannel numbers in 110 countries (local, mobile, toll-free)
• Additional features: call tracking, website widgets, video conferencing
• Maximum quality and security (19 years of work, data centers in 6 countries, 24/7 support)

Setup instructions

1. To set up the Zadarma PBX integration with Salesforce, the following requirements have to be met:

• You should be using Salesforce Group, Enterprise, Performance, Unlimited or Developer Editions.
• You need to have an active and configured Zadarma PBX. Complete the setup wizard, it will take less than 2 minutes.
• Calls from the browser are supported by all browser except Safari, Internet Explorer and Microsoft Edge
• When making calls via Callback, PBX extension numbers should have call programs/applications configured (we recommend Zadarma for Windows, macOS, iOS, Android) or other equipment. You can also enable call forwarding to a different number (paid feature).

2. In your Zadarma personal account go to "Settings" - "API and integrations", choose Salesforce and select "Enable Integration". Generate a Socket Key by clicking the corresponding button.

Select one of the options to install the integration application: for 1 user, for all users or for selected users and then click "Install".

On the next page, confirm the user authorization request and click on continue.

In the right top corner of the page, select Zadarma from the menu and then go to Zadarma Settings.

In your Zadarma personal account in “Settings - API and integrations”, copy your API keys from the Key: and Secret: parameters to the appropriate fields in the Salesforce integration settings and click “Save”.

Key => Access Key

Secret => Secret Key

Socket Key => Socket Key

On the Zadarma Settings page, assign PBX extension numbers to Salesforce CRM users and choose WebRTC mode (calls straight from the browser) or Callback, in this case, an outgoing call back will be initiated to PBX extension number, which has to have a configured softphone or IP phone. You can also enable automatic lead creation for incoming calls from unknown numbers or outgoing calls to new numbers. Save the settings.

We recommend using Chrome and Firefox browsers when working via WebRTC.

Virtual Zadarma PBX and Salesforce CRM is installed and configured.

3. To make an outgoing call from Salesforce CRM, just click on the phone image next to the telephone number that you want to call, or type in the telephone number in the webphone.

At the time of an incoming call or outgoing call, you will see a notification in the webphone. If the phone number has been previously saved in Salesforce CRM, you will see the client details.