Before you integrate MiiTel with Salesforce, please read this page.

Salesforce edition

Your Salesforce edition must be one of the following because this integration uses REST API. 

• Enterprise Edition
• Unlimited Edition
• Developer Edition

Salesforce API version

51.0

To check the API version, see Find Salesforce Edition and API version.

Required access permissions for Salesforce users to integrate

1. Permissions required when configuring integration

When you set up MiiTel and Salesforce integration in MiiTel Admin, the following permissions are required.

• Approve Uninstalled Connected Apps permission
• Permissions required when configuring integration and when the integration runs (common to all integration features)

2. Permissions required to install MiiTel as a connected app in the integrated Salesforce org

After setting up MiiTel and Salesforce integration, you need the following permissions to install MiiTel as a connected app in the integrated Salesforce org.

• Install a Connected App permission

3. Permissions required when configuring integration and when the integration runs (common to all integration functions)

When you set up MiiTel and Salesforce integration in MiiTel Admin, and when the integration runs to retrieve contact information or activity history, the following permissions are required.

The required permissions for Salesforce user accounts used for this integration are:

• Salesforce API access: Enabled (Grant API Enabled permission)

• Read access to the following objects and their respective records

• Access to read the following standard fields

<Object: Contact>

<Object: Account>

<Object: Lead>

To retrieve the contact information

To retrieve the contact information, the Salesforce user would need to have the following access.

• All of the access in Required access (for all integration settings)

To enable the activity history integration

To enable the activity history integration, the Salesforce user would need the following access. The required permissions depend on the object being integrated.

If you set the activity history assignee

If you set the activity history assignee, the Salesforce user must have the following access.

• All of the access in Required access (for all integration settings)

Number of API requests

For each call history entry (1 call), MiiTel calls the API as follows.

• Search (Retrieve) Salesforce records: 1 time (1 time regardless of whether Contacts are retrieved)
• Create activity history: 1 time
• Update activity history:
  • When speech analysis is completed:
    • If any of the following are configured in Salesforce Activity History Integration: 1 time (0 times if none are configured)
      • Tag
      • Transcript (excluding fillers) {SPEECH_RECOGNITION}
      • Transcript (summary) {SPEECH_RECOGNITION_SUMMARY}
      • In-call comments {COMMENT}
      • Call minutes {SUMMARY_WITH_GPT}
  • When minutes creation is completed:
    • If the following is configured in Salesforce Activity History Integration: 1 time
      • Call minutes {SUMMARY_WITH_GPT}
• When registering tags from the tag registration screen at the end of a call in MiiTel Phone: 1 time
• When changing tags from Call History in MiiTel Phone: 1 time each time you make a change
• When changing tags from Call History in MiiTel Analytics: 1 time each time you make a change
• When you specify a related record in MiiTel Phone:
  • If you do not transfer to an extension line or external line: 2 times
  • If you transfer to an extension line or external line: 2 times + (number of transfers x 1 time)

Example 1: When Contacts are retrieved

Settings:

• In Salesforce Integration Basic Settings, "Retrieve Contacts" is enabled
• Salesforce Activity History Integration is disabled

Number of API calls: 

• Total: 1 time
  • Search (Retrieve) Salesforce records: 1 time

Example 2: When you register a tag in MiiTel Phone after the call ends

Settings:

• In Salesforce Integration Basic Settings, "Retrieve Contacts" is enabled or disabled
• Salesforce Activity History Integration is enabled
  • In the settings, "Tag" is selected
  • {SPEECH_RECOGNITION_SUMMARY} is set for "Comments"

Actions:

• After the call ends, register a tag from the tag registration screen in MiiTel Phone
• Do not specify a related record in MiiTel Phone

Number of API calls:

• Total: 4 times
  • Search (Retrieve) Salesforce records: 1 time
  • Create activity history: 1 time
  • Update activity history (when speech analysis is completed): 1 time
  • Update activity history (when registering a tag at the end of a call in MiiTel Phone): 1 time

Example 3: When you created minutes after the call ends

Settings:

• In Salesforce Integration Basic Settings, "Retrieve Contacts" is enabled or disabled
• Salesforce Activity History Integration is enabled
  • {SUMMARY_WITH_GPT} is set for "Comments"

Actions:

• Create minutes

Number of API calls:

• Total: 4 times
  • Search (Retrieve) Salesforce records: 1 time
  • Create activity history: 1 time
  • Update activity history: 1 time (when speech analysis is completed)
  • Update activity history: 1 time (when minutes creation is completed)

Example 4: When minutes were not created after the call ends (e.g., when the call duration was short)

Settings:

• In Salesforce Integration Basic Settings, "Retrieve Contacts" is enabled or disabled
• Salesforce Activity History Integration is enabled
  • {SUMMARY_WITH_GPT} is set for "Comments"

Actions:

• You tried to create minutes, but could not (an error occurred due to reasons such as the call duration being less than 1 minute)

Number of API calls:

• Total: 3 times
  • Search (Retrieve) Salesforce records: 1 time
  • Create activity history: 1 time
  • Update activity history: 1 time (when speech analysis is completed)

Size of the Salesforce record created by MiiTel

After the integration is set up, MiiTel can create an activity history record on Salesforce.
One activity history record is about 2KB.
For more details, please check Salesforce record size overview.