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Deploying LeadDesk Talk in Salesforce

Roel van der Knoop
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LeadDesk Talk as CTI phone in Salesforce

This page describes how to configure and deploy LeadDesk's Talk as a CTI phone in Salesforce.
This article is limited to adding the lightning app to your Salesforce environment.

Standard installation

Steps

 Examples

Navigate to Salesforce's AppExchange.
Search for "LeadDesk Talk", or Use the direct link on the right.

 Salesforce AppExchange
Click "Get It Now" to start the configuration process.
If prompted, choose to log in with your Trailblazer account. Follow the Trailblazer steps to log in.

Please note that if this is your first time using Trailblazer, Salesforce will ask you to register.
This registration procedure is part of Salesforce installation procedures; the registration itself is not related to LeadDesk or LeadDesk CTI.

You may have to re-open the AppExchange if you register for the first time if Salesforce does not automatically redirect you into the next configuration step.
You can now choose to roll out the CTI app into your Salesforce Production or Sandbox environment.

If you are unsure which one to use, please reach out to your LeadDesk contact person, or your Salesforce representative.

You should now see a confirmation of the installation procedure.
This should refer to "LeadDesk Talk (LeadDesk Talk ver 2.2 / 2.2.0)". The version number may update over time.

Check the agreement checkbox.
Click "Confirm and Install" to proceed.

Choose for which users you wish to show the CTI phone.

This will limit the visibility for the time being. 
This can be altered at any point from the Salesforce configuration section.

Click "Install" to proceed.
The next window will show you the installation progress.
This should only take a minute.
You will be redirected to the next page automatically.
Once ready, you will see the "Installation complete" screen.
You can click on "Done" at the bottom.

Should you run into any error, kindly reach out to our Support team.

Once configured, navigate to your Salesforce Service Setup section, located under the gear icon (top right).

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Search for “Call center” and open the “Call Centers” menu.

(Feature settings > Service > Call Center > Call Centers.)

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From All Call Centers, you can now find “LeadDesk”.
Click on "Edit" or on "LeadDesk" under "Name".

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You can now find various configurable items.
URL should be: https://pcs-cti.leaddesk.com/salesforce/

  1. Display name
  2. Dimensions of softphone
  3. Default country code (voice)
  4. Disable number input
  5. Log call direction
  6. Automatic calling of number (click-to-call)*

Click on “Manage Call Centre users”

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  1. Select “Add More Users”
  2. Select “Find”
  3. Add a check for users that should have access to Talk.
  4. Click “Add to Call Center”.

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  1. Use the navigation to search for "app manager".
  2. Open the "App Manager" section.

  3. Find the "lightning app" of your choice (note column "App type").
  4. Open the dropdown menu,
  5. Click "Edit".

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  1. Select “Select Utility Items (Desktop Only)”
  2. Click “Add Utility Item”
  3. Click “Open CTI Softphone”

  4. Enter variables (matching Callcenter settings):
    1. Label: LeadDesk
    2. Width: 340
    3. Height: 480
  5. Click “Save”

Note: Reviewing changes (likely) requires logging out from Salesforce.

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Next we'll create a softphone lay-out

  1. Go to Settings > Setup
  2. Search for "call center" or "Softphone Layouts"
  3. Go to the lay-out
    1. If your package / configuration already included a LeadDesk lay-out, click on edit
    2. If it did not, click on "new".
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  1. Set Name as "LeadDesk Talk",
  2. Set "Select Call Type" to "Outbound",
  3. Open the menu for "If single Contact found, display:"
  4. Next we'll select what information to send.
    Only "Name" will be present by default.
    1. Add "First name"
    2. Add "Last name"
    3. Add "Salutation"
  5. Click "Save"
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Next, we'll assign the lay-out you just created.

  1. Click on "Softphone Layout Assignment".
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  1. Select the Profile's that you want to set the layout to.
  2. Click "Save"
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