Out of the box, Fonality UAE will look for the standard Salesforce phone number fields for call routing and screen pops. If you have additional custom phone number fields defined in Salesforce, use the following proceed to add support for them. This requires an advanced knowledge of Salesforce Apex triggers and custom code, and we strongly recommend that you have some experience with customising Salesforce before attempting this, or use a third party that does, and perform
the initial development in a sandbox environment. Note that Fonality support will be unable to assist you with the process of adding the custom triggers into your Salesforce environment.
The overall process is:
1. Add triggers to the appropriate Lead/Contact/Account object in Salesforce.
2. Let Fonality know the name of these fields so that we can update
the back-end database. This is not currently end user accessible.
3. Have Fonality support trigger a complete reload of the phone
number cache & routing table.
Installing the Salesforce Triggers
The attached zip file contains a working example for a custom field called 'Mobile' on
Account records. To add the triggers to the Account record in Salesforce.com,
a. go to Setup
b. under App Setup, go to Customize >> Accounts >> Triggers
c. click "New" and copy and paste the attached triggers to the edit
area and click save
Please note that the attached trigger is only a sample for Account. For Lead & Contact records, they will need to be updated by changing all instances of 'Account' to 'Lead' or 'Contact'. Similiarly, the
field name in the example is 'Mobile'. Change this field to match the name of your custom phone number field.
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