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 My Domain, Departments, setup the Utility Bar 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)


Please note: Popup will only work with Lightning apps only; Classic or Managed Apps will not allow the popup.

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=04t58000000kaUZ


You will be presented with an Install / upgrade Screen. Select the most appropriate install method (in this example we have selected Install for all users), tick the acknowledgment of Non- Salesforce Application then click Install / upgrade (Upgrade only if you have upgraded from Classic to Lightning)

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 My Domain, Call Centre Users, Assign Departments to Users and Utility Bar. If not proceed to How do I set up the integration in Mediahawk?



Setting up My Domain in Salesforce

Select the Settings Icon and Setup in the top right

This will open another window.

In the Quick Search bar enter My Domain, this will apply a filter as below.



Select MY Domain, you will be presented with this screen. (If not already setup by your Administrator)

Step 1


NOTE: If not already setup enter a Domain name (in the example below we have used Mediahawk) please verify with your system Administrator before proceeding!


Press Check Availability and if available register Domain.


You will see this screen and an email will be sent to the registered email address, once email has been received refresh (F5) this page.

Step 2


Click Log in

This will open a new window with Step 3

Step 3


Click Deploy to Users,

Step 4 is completion screen

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 Centers and then select Call Centers from the Filtered View

Click Continue 


You will then be presented with this screen.

Note: if you have upgraded to Lightning you will see Mediahawk Call Center and Mediahawk Lightning Call Center. If you have previously assigned user to an older package you will need to delete them from this Call Center before proceeding.


Select the Mediahawk Lightning 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.


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 filtered view

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 Client Services 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

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


Creating the utility bar


Select the Setup Icon in the Top right of the screen


In the Quick Search bar enter App Manager this will apply a filter as below. Then select App Manager from the filtered view.


Note: Please note: Popup will only work with Lightning apps only; Classic or Managed Apps will not allow the popup.



Select the Salesforce App you wish to setup the utility bar on. In this example we are using Sales APP

Select the drop down ICON on the right of the APP and click Edit.

This opens the window below. Select Utility Bar on the left and click Add


Select Custom – Managed and then MediahawkPhoneComponent


You will see the screen below.

At this stage you must change the Label to Mediahawk (Upper case M)

You can change the Icon (default is fallback) in our example we have chosen phone_portrait

You can also change the panel size and width if desired.

Ensure Load in background when app opens is ticked!


Salesforce Setup Checklist

Have you installed the Mediahawk APP within Salesforce?

If you are using the screen popping facility have you:

Setup My Domain?

Created Call Centre and assigned Users?

Assigned Departments to Users?

Setup Utility Bar?

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

You should be presented with the Mediahawk Popup on the utility bar at the bottom



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 Admin Tab (If you do not have access to this, please contact us clientservices@medihawk to upgrade your account, this may be subject to approval)

Now select 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.

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.

Within the Call details you will see several Mediahawk fields (subject to setup above)


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

The Mediahawk Integration sends all API data to Salesforce 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.