Why this integration matters
Salesforce is one of the most widely used cloud CRM platforms for managing customer interactions. In modern contact centers built on Cisco UCCX or Cisco UCCE, businesses aim not only to handle calls effectively but also to seamlessly connect telephony with CRM processes.
A common challenge: recordings exist, but access is inconvenient. Support agents often have to search manually for the right recording in another system.
The solution: automatically add a call recording link directly to the Salesforce Screen Pop.
Business goals
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Connect Cisco telephony with Salesforce CRM
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Automatically open a Screen Pop when an inbound call arrives
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Provide instant access to call recordings from the Salesforce interface
This is especially valuable for technical support teams, where quick access to a conversation recording directly from the ticket speeds up issue resolution.
Implementation requirements:
1. A specialized Cisco-Salesforce CTI Connector supporting integration with Cisco UCCX/UCCE.
2. A call recording system that integrates with Cisco UCCX/UCCE and enriches recordings with contact center metadata.
How PhoneUP addresses these needs
The PhoneUP call recording system covers two critical requirements:
1. Recording conversations
2. Generating a call recording link instantly accessible in Salesforce CRM
How it works?
1. Incoming call
When a call arrives, the Cisco UCCX/UCCE CTI connector automatically opens the Screen Pop in Salesforce.
2. Metadata collection
The PhoneUP recording system receives the Cisco Call ID and other metadata at the start of the conversation.
3. Passing the Call ID to Salesforce
The CTI connector sends the Cisco Call ID to Salesforce, linking the call with the open Screen Pop.
4. Generating the recording link
A custom “Call Recording” field is created within the Screen Pop, which automatically generates a URL linking to the recording playback interface. This URL includes the Cisco Call ID, for example: https://<call-recording-system>/recording/<Cisco Call ID>
Even though the recording isn’t complete yet, the call ID is already known. If the recording system supports it, Salesforce can display the future recording link as soon as the call begins. Once the call ends and the recording is processed, the link becomes active.
The main advantage of PhoneUP – the link to call recording is known right in the beginning of the call before the call itself is finished.
Business benefits
This integrated solution delivers several clear benefits:
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Automatic call recording handled by the recording system (e.g., PhoneUP)
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Instant access to recordings directly from Salesforce
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Faster support workflows, eliminating manual searches
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Improved service quality through easier review and analysis of interactions
If your goal is to make agent workflows simpler and customer interactions more clear, this integration may be exactly what you need.
We’ve already implemented this approach for several clients using Cisco contact centers and Salesforce. You can even embed the PhoneUP playback widget directly into Salesforce so calls can be played back right inside the Salesforce CRM.
Interested in learning more about the architecture or looking for a solution that fits your environment?
Contact us – we’ll be happy to show you how to make it work for your contact center.
Lets talk.
