I cannot see the Salesforce Integration within Mediahawk

The Salesforce Integration is a chargeable service. to activate this on your account please contact us at clientservices@mediahawk.co.uk or 0333 222 8333


Are there any System Prerequisites?

You must have Salesforce Enterprise Edition or above.

In order to use the screen popping feature you are required to have Departments Setup and assign users to Call Centre within Salesforce.

If you have “required” field selected within an Object (IE Lead, Account), it must be a Page Layout requirement, not a single Field requirement. If it is Field setup Mediahawk cannot create new items within the Object (IE Lead, Account)


How do I install the Mediahawk App within Salesforce?

Login to your Salesforce account and then paste the following Web URL into the browser bar


https://login.salesforce.com/packaging/installPackage.apexp?p0=04t4I000000CzY8


You will be presented with an Install Screen. Select the most appropriate install method (in this example we have selected Install for all users) then click Install.


You will continue to see this screen until the installation is complete.

Once complete you will be presented with this screen. Click Done


This will then take you to the Installed Packages screen below where you will see the Mediahawk Call Tracking package has been installed.



If you are using the screen popping function you will now need to setup the Call Centre Users and Assign Departments to Users. If not proceed to How do I set up the integration in Mediahawk?


Setting up Call Centre Users in Salesforce?

In order to use the Screen Popping feature you are required to assign users to the Call Center Setup.

Select the Setup Icon in the Top right of the screen

Use the Quickfind/Search Section in the left column and type Call Center and then select Call Centers from the drop down

You will then see the screen below, Click Continue 


You will then be presented with this screen.

Select the Mediahawk Call Center setting

You will then be presented with this screen. Do not make any changes to the General Information Settings.

Select Manage Call Center Users

Select Add More Users


In the Next Window, you can either search for users in the grid or press Find to view all registered users.

If you use the find option, then simply tick the users you would like to assign to receive the screen popping and click Add to Call Center


The next window will show the confirmed list of users who will receive the screen popping.


Setup SoftPhone Layout is active?

In order to use the Screen Popping feature the SoftPhone Layout must be enabled, this is generally created automatically when you setup a Call Center but we need to confirm it has been created.

Select the Setup Icon in the Top right of the screen

Use the Quickfind/Search Section in the left column and type softphone and then select SoftPhone Layouts from the Drop down

You should be presented with a screen similar to this one below which shows a Default Setup.

If you do see this screen then progress to Assign Departments to Users to continue setup.

If this screen is blank then click New. Enter a name for the Layout, in this example we have used Mediahawk Call Tracking and tick the Default box and click Save. You will then be presented with this screen.

This has setup the SoftPhone Layout setup.


Assign Departments to Users?

In order to use the Screen Popping feature you are required to assign each user to a department.

If you only want a single screen popping session across the business then assign a single department to all users

Setting up multiple departments allows the system to direct specific Mediahawk Service numbers to a group of individuals (departments) and allow the screen popping to only be active for that set of users (assigned Department).

Select the Setup Icon in the Top right of the screen

Use the Quickfind/Search Section in the left column and type Users and then select Users from the Drop down

You will be presented with a List of users that are registered on Salesforce, to edit a user simply select edit against the user’s name.

You then assign a Department to the user, in this example below we have setup a Sales Department 

Please be aware that the departments are case sensitive text fields and must be the same for all the users who want to receive the same screen popping.


Once complete click Save

This Change must be done for all users who you wish to receive screen popping.


Salesforce Setup Checklist

Have you Installed the Mediahawk APP within Salesforce?

Have you Assigned Users to the Call Centre (Screen Popping only)?

Have you confirmed that SoftPhone Layout is Active?

Have you assigned Departments to Users (Screen Popping Only)?

Once you have completed these activities select the Home Page at the top of the Page

You should be presented with the following screen (if screen Popping is setup)

You now need to setup the Integration in Mediahawk below.



How do I set up the integration in Mediahawk?

Login to your Mediahawk account.

Navigate to the Integrate tab within Mediahawk and select Salesforce.

Click Connect to get started.

You will be redirected to the Salesforce website and asked to log in to Salesforce account, you will then be asked to allow Mediahawk access to your Salesforce organizations data. Click Allow.


Once you have allowed access you will be redirected back to the Mediahawk Salesforce Settings page.

Click Create new settings

You will now be able to create a new setup or to clone an existing setup and settings (In this example we will create a new setup)

You will then be presented with this screen.

Salesforce Setup Page


Description 

First set the description for the setting, this can be setup with any name, in the example we have used Sales.


Screen Popping

Screen Popping allows you to instantly see the caller details when an assigned Mediahawk Service number is called. The screens below will “pop up” within your salesforce application.

You can turn this feature on or off. If this feature is turned on, you will have setup Call Centre Users and Assigned Departments to Users within Salesforce.

Incoming calls will only show in Salesforce for users belonging to the selected department. You must have departments set up in your Salesforce settings in order to use the Mediahawk screen popping feature. Please see examples below of what the screen popping could look like:

Any Salesforce records (Lead, Contact or Account) created through the screen popping feature will be updated with any additional call/visitor data automatically by Mediahawk on an hourly basis.


Departments

When you connect with Salesforce for the first time, Mediahawk will automatically retrieve a list of the Departments you have assigned to users within your Salesforce Account.

Select the department(s) you want to receive screen popping within this setup.

If you update your Departments within the Salesforce system and want these to be available to receive Mediahawk data you will need to refresh these fields in Mediahawk. This is a simple process of pressing the Refresh Departments at the bottom of the page.


Export Calls 

You can also switch on our export calls feature. Once this is enabled, Mediahawk automatically matches existing Salesforce records (Lead, Contact or Account) with calls received and sends the details directly to the relevant record in Salesforce every hour.


Reference Selection

At the bottom of the set up screen you will see Reference Selection you must select the numbers or Vision Campaign you would like to integrate in to this Salesforce Setup. Simply tick the numbers and/or Vision campaigns you would like to integrate and click Save.

You can tick as many or few numbers as you would like to.


Once you have setup the Mediahawk Integration, Log into your Salesforce account and you will now see that the Popup screen (if enabled) is now visible with no errors.


The data above can be managed using the Call Matching Settings under Advanced Settings and allow you to choose how/what data you export into Salesforce.

When you connect with Salesforce for the first time, Mediahawk will automatically update the Layout screens in Salesforce sections, Account, Contact and Lead with Mediahawk fields. These fields can be added to your page layout and we will automatically update these. Alternatively, you can Map your own fields under Advanced Setting below using Field Mapping Settings.

Advanced Settings

Call matching settings

In this section you can define how you want Mediahawk to export calls to Salesforce.

This will only apply if you turned the Export calls option on. (Above)

You will then use the Priority List to tell Mediahawk which record types we should match first.

Simply use Up and Down buttons to reorder priority list, you can also choose whether to log the call or create a new record if we find a match:

As an example using the settings on the above screenshot, the workflow diagram below shows how data from a call from 0123456789 would be exported.


Field mapping settings


When you connect with Salesforce for the first time, Mediahawk will automatically retrieve a list of available fields within your Salesforce account for all 3 sections above, Account, Contact and Lead. These are then added to the Salesforce Field selector within Field Mapping Settings.

Field mapping allows you to match Mediahawk and Salesforce fields to populate the correct data.

To map your fields first select the section you would like to update. Account, Contact or Lead and then select the Mediahawk field required and the corresponding Salesforce field you would like this data to populate in your Salesforce record.

If you update your fields within the Salesforce system and want these to be available to receive Mediahawk data you will need to refresh these fields in Mediahawk. This is a simple process of pressing the Refresh Salesforce Fields at the bottom of the page.

In the example above we are mapping Contacts, we use the Department field to populate the Salesforce Department and also use the Mediahawk CLI field to populate the Salesforce Mobile Phone field.

You will need to map separately for Account, Contacts and Lead creation.


Source Settings

 

Mediahawk will send Source/Medium based on the standard Mediahawk reporting. However, if you have custom Lead Sources setup in Salesforce these can be used to overwrite the Mediahawk Sources using the mapping below:

How would the Data be seen in Salesforce?

Please see below some screenshots showing Mediahawk calls in Salesforce.

Example of call log when

How do I check the Data that is being sent to Saleforce?

The Mediahawk Integration sends all API data to Saleforce and this is stored within your own Salesforce account. All Call Export and Screen Popping data.

Log valid for 7 days. (under Account -> Setup -> Bulk Data Load Jobs). There is a list there with all requests uploaded via the Bulk API. Requests that update screen popping calls appear as type Task with action Update.