Yesware's Telephony feature allows you to complete and log calls directly from the Salesforce Sidebar within Gmail and in our Campaigns feature to complete call tasks.

This article contains the following topics:

1. How to Install Telephony
2. How to start a call using Yesware Enterprise + Telephony
3. How to log a call using Yesware + Telephony
4. How to add notes to call tasks using Yesware + Telephony
5. How to include a call task using Yesware + Telephony

In order to purchase the Telephony add-on, a user must be on our Enterprise plan with BOTH a Salesforce and Ring Central subscription at the Essentials tier, or above. The Telephony plan is an add-on to the Enterprise plan.

Setting up Telephony on your device

Telephony works in conjunction with Ring Central's phone app, so in order to use this feature you must first download the Ring Central Phone App into your computer or laptop.

Once completed it will automatically connect to your Salesforce sidebar, as long as your SFDC account is already connected to Yesware.

Make sure that your pop-up notifications for Yesware and Ring Central are enabled.

Telephony and your Salesforce Sidebar

From the Salesforce Sidebar, you can call a contact by simply clicking directly on their phone number. The RC dialer will pop up and auto-dial the number for you.

Simultaneously, a 'Call Detail' box will be generated that users will utilize to log the call over to SFDC. DO NOT CLOSE OUT THIS BOX, MAKE SURE TO FILL IN THE CALL DETAILS > SAVE AND LOG > AND THEN SAVE TO RECEIVE CONFIRMATION THAT THE CALL TAKS WAS CREATED. (Depending on your device the call details box may appear behind your Chrome page.)

1. Select the outcome either as 'connected' or 'did not connect'
2. Click the drop-down button to see if any of the 'call dispositions' are applicable. 
3. Add Call Notes.

4. Make sure to then hit 'Save and Log'. 

5. Check to see if the task info looks good and hit SAVE.

You should then see a confirmation message letting you know the call has been logged to Salesforce. You can click on 'View created task' to go to the SFDC page create for the task, or wait a few seconds for the box to close out on its own.

NOTE: 'Call disposition' and 'Notes' are found on the comments section of SFDC tasks.

Telephony and Campaign Call Tasks

To complete a call task for a campaign recipient click on the CALL button in the campaigns task tab.

The RC dialer will pop up, along with a 'Call Details' box. 

The number will be auto-dialled for you. (Note: When the RingCentral phone app launches from a 0 state (meaning it wasn’t open running in the background) it will not automatically dial the phone number but on subsequent attempts it should auto-dial.)

Utilize the 'Call Details' box to log the call over to SFDC and to reference the 'Talking Points' you created for this Call Touch.

DO NOT CLOSE OUT THIS BOX, MAKE SURE TO FILL IN THE CALL DETAILS > SAVE AND LOG > AND THEN SAVE TO RECEIVE CONFIRMATION THAT THE CALL TAKS WAS CREATED. If this is not completed, the call task will not be logged and the user will not progress in the campaign. 

1. Select the outcome either as 'connected' or 'did not connect.'
2. Click the drop-down button to see if any of the 'call dispositions' are applicable. 
3. Add Call Notes.
4. Make sure to then hit 'Save and Log.'
5. Check to see if the task info looks good and hit SAVE.

You should then see a confirmation message letting you know the call has been logged to Salesforce. You can click on 'View created task' to go to the SFDC page create for the task, or wait a few seconds for the box to close out on its own.

Viewing Call Information on Salesforce

Call tasks can be found on the contact's 'Activity' timeline. Each call task will start with 'YW CALL' and the call outcome for its activity title.

You can make edits to the calls comment section by clicking on the activity > Edit comments button> Save.