The SmartReach administrator must make certain configuration changes within the SmartReach portal to enable the Salesforce integration.

To update the settings, log in to SmartReach as an administrator:

  • Agents who use the Contact Center for Salesforce application can log into Manual and Quick Connect services. To update the agent login services, go to Config > Services > Services. From the services list, double-click the service you want to update. The Edit Service window appears.

    • In the Edit Service window, go to General > Service Type and select Manual or Quick Connect.

      Manual services should be on an API-enabled queuer. Quick Connect and right-party contact services should be on an automated queuer.  Contact your SmartReach representative to verify this setting.

  • To disable ACD PTP, go to Config > Services > Services. From the services list, double-click the service you want to update. The Edit Service window appears.
    • ACD: Automatic Call Distribution (ACD) is a component that allows the logged in agents to be in a queue. Customer calls are then automatically distributed to agents that are in the queue.
    • PTP: Promise to Pay (PTP) refers to an assurance from a customer that the outstanding payment will be made. 
    • In the Edit Service window, go to Settings > ACD PTP Enabled and clear the ACD PTP Enabled checkbox.

  • To turn on or off the Zip Area Mismatch, go to Config > Services > Services. From the services list, double-click the service you want to update. The Edit Service window appears.

    • In the Edit Service window, go to Settings > Zip Area Mismatch and select On or Off from the drop-down list.

      When an agent initiates a voice call, the agent is prompted to enter a zip code. If the call is not permissible at the time based on the Zip Area Mismatch rules, the agent will see an error message. The call is not launched.

  • To update your agent call-in number, go to Config > Services > Services. From the services list, double-click the service you want to update. The Edit Service window appears.
    • In the Edit Service window, go to Phone Numbers > Agent Call In Number and enter the agent call-in number. If you do not have an agent call-in number, enter any value in this field. Do not leave this field blank. 

  • To enable Term codes, go to Config > Services > Services. From the services displayed, double-click the service you want to update. The Edit Service window appears.
    • In the Edit Service window, go to Termination Codes > Termcode Enabled and select the Termcode Enabled checkbox.
  • To enable or disable the account number required, go to Config > Agents > Agent Desktop. From the agent desktop list, double-click the agent desktop you want to update. The Edit Agent Desktop window appears.
    • In the Edit Agent Desktop window, go to General > Account Number Required and update the Account Number Required checkbox.

      When the Account Number Required checkbox is enabled, and if there is no account number on an inbound, manual, or Click To Dial call, the agent must provide an account number for the call.


  • To disable the account number validation for calls, go to Configure > Agents > Agent Desktop. From the agent desktop list, double-click the agent desktop you want to update. The Edit Agent Desktop window appears.
    • In the Edit Agent Desktop window, go to General > Account Number Validation for Inbound and Manual Calls and clear the Account Number Validation for Inbound and Manual Calls checkbox.
  • To enable the home agent, go to Config > Agents > Agents and double-click the agent name, and then select the Home Agent checkbox.

  • To update the Audio Path (Out) field, go to Config > Agents > Agents and double-click the agent name. From the Info tab > Audio Path (Out) enter any value that is not 10 digits.

Recommended Settings 

  • To enable call acceptance, go to Config > Services and double-click the service for which you want to enable call acceptance. Go to Settings > Call Acceptance Enabled and select the Call Acceptance Enabled checkbox.
  • To update when the call acceptance should timeout, go to Config > Services and double-click the service for which you want to enable call acceptance timeout. Go to Settings > Call Acceptance Timeout (Sec) and enter any number greater than zero. 
  • To prevent agents from viewing Termination codes outside of the Salesforce user interface, go to Config > Agents > Termination Codes and double-click the termination code, and clear the Visible for Agent checkbox.