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The Quakker application is designed to handle telephone calls within Salesforce. The solution is based on the Salesforce environment, so assistance with all basic functionalities is available on websites such as www.trailhead.com or www.help.salesforce.com. If you are interested in installing the Quakker application from AppExchange, please refer to the installation instructions.
Log in to the Salesforce environment.
Opening the App Launcher (nine-dot icon in the upper-left corner of the screen) will display a panel with all applications available to the user. Choose the one to which the Quakker application has been added to the toolbar (bottom bar of the application). If you want information on how to add the Quakker application to the toolbar, refer to the installation instructions.
To log in to Quakker, you need the following information from your telecommunications service provider: websocket address, login, password, and Agent’s phone number. All this information can be found on your service provider’s website. Before using the application, log in by filling in the fields: Web socket address, Login, Password, and enter your phone number. Then select Register. Detailed information can be found in the installation instructions.
Main View of the Quakker Application:
Search – allows searching for related Lead, Account, and Contacts records by phone number or name. After entering part or all of the phone number or Name in the search field, a list of available results will expand below. Clicking on a search result will take you to the selected record in the Salesforce environment. Clicking on the telephone headset icon on the right side of the result initiates a call to the phone number associated with the record. Receiving a call expands the Call Screen.
Agent Status – after expanding, you can select the agent’s availability status: Online (available number), Offline (unavailable number), Busy (occupied number).
Settings – allows resizing the application window and logging out of the application (icon in the upper-left corner of the Settings window).
Upcoming Calls – below, a list of scheduled calls in the form of Tasks associated with records is displayed. In a situation where justified, the list will display overdue Tasks in a separate section. The view of individual list items includes the Subject of the Task, the scheduled date and time of the call, the name and phone number of the associated Contact, and the call initiation icon. Clicking on the Subject of the Task takes you to the selected call’s Task in the Salesforce environment. Clicking on the Name of the Contact takes you to the Contact associated with the call in the Salesforce environment. Clicking on the telephone headset icon on the right side of the item initiates a call. Receiving a call expands the Call Screen.
Call History – selecting the icon opens a chronological list view of Call History in the form of Tasks. Information about the call is included in individual list items: Failed Call, Missed Call, Outgoing Call along with the talk time. This information is saved as the Subject of the Task. Clicking on it takes you to the Task of the selected call in the Salesforce environment. Clicking on the telephone headset icon on the right side of the item initiates a call. Receiving a call expands the Call Screen.
Home – selecting the Home icon takes you to the main view (Upcoming Calls).
Dialpad – a numeric keypad for manually entering a number and making a call. Receiving a call expands the Call Screen.
Call Screen View:
Exit Call Screen
Call Duration – the duration of the conversation.
Number Owner – the name (Name) of the contact.
Opportunities – allows assigning a Task to the selected Opportunity.
Fast Note – enables choosing a short note from the list: Call Later, Busy, Interested, Not Interested, Call After 17.
Long Note – the possibility of creating a note.
Add Task – assigns a new task to the contact.
Dialpad – helpful for dialing internal numbers, etc.
Mute/Unmute – microphone mute button.
Add Number – allows creating a new record of Account, Contact, or Lead.
Transfer Call – call transfer button.
Hold – pauses the call.
Exit Call Screen – returns to the main view (Upcoming Calls).
Note! To create a note, the number must be assigned to a contact.
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