Avaya Salesforce integrationAgents answer, dial and log calls without leaving Salesforce
Avaya Experience Platform integrates with Salesforce through Avaya Workspaces for CRM, a softphone in the Lightning utility bar with screen pops, click-to-dial and interaction logging. We set it up and extend it with the Avaya and Salesforce APIs, so calls land on the right record, long notes fit, and call data reaches your reports.
- Avaya Workspaces for CRM set up in Salesforce, then extended
- Calls saved to a custom call activity object that holds long text
- Agent and queue data ready for Salesforce reports and dashboards
900+ integrations completed · Salesforce partner · We sign BAAs
- • Inbound call
- • Call from a new number
- • Each call
- • Notes and summaries
- • Click-to-dial
The phone in one window, the customer in another
When Avaya and Salesforce are not working together, agents search for callers by hand, call notes stay short or get skipped, and supervisors cannot report on calls next to leads and cases.
What it does
What the Avaya Salesforce integration handles
Native integration, extended
We set up Avaya Workspaces for CRM in Salesforce Lightning, with the softphone, screen pops and click-to-dial, then build what your process needs beyond it.
Calls to a call activity object
Each call is saved to a custom activity object built for calls, so long notes, AI call summaries and transcripts fit. Salesforce Tasks cannot hold that much text.
Screen pop on the right record
Inbound calls open the matching lead, contact or case, with numbers normalized first so one caller stays one record.
Leads from new callers
A call from a new number can create a lead, with your lead source and owner rules applied.
Agent and queue fields
Agent, queue, direction, duration and disposition written to fields on the call record, so reports can group by them.
Avaya call center dashboard
Calls, agents and outcomes next to leads and cases, in Salesforce dashboards or a call center dashboard we build.
Try it: connect two systems
Click and drag the blue plug back, then let go to connect Avaya to Salesforce.
AimingData that flows
Avaya Salesforce integration: both directions, field by field
- Inbound callScreen pop on the matching lead, contact or case
- Call from a new numberCreates a lead
- Each callAgent, queue, direction, duration and disposition on the call activity object
- Notes and summariesSaved in long text fields on the call
- Click-to-dialCalls placed from the lead, contact or case
See your own Avaya Experience Platform + Salesforce map
A free call maps your fields and data flow, so you see exactly what the integration would do before anything is built.
Built for real life
Avaya Salesforce integration: the hard parts, already solved
Supervisor views
Avaya supervisors keep their own tools in Salesforce. The call records we add give them reports that last after the call ends.
Same caller, different formats
Numbers are cleaned to one format before matching, so a caller does not end up on two leads.
Long text
Notes, summaries and transcripts are too long for Tasks and Events, so they live on a custom activity object built for them.
What clients say
The JTS team are extremely knowledgeable when it comes to advertising attribution and maximizing the potential of customer and leads. They know software extremely well, and how all the pieces fit together perfectly. I highly recommend his services to anyone looking to streamline their technology and maximize their sales potential.
I have been thoroughly impressed with the results. JTS team expertise in systems and software integration has given me clear and concise reports, they help me also with generating qualified leads, has been instrumental in driving my business forward. Thank you for everything you have done for my business.
For the past five years, Journeys Through Search has been an incredible marketing company to assist in our PPC, web development and support. Quick responses, vast knowledge and marketing creativity made them such a value add to our organization.
How it works
How the Avaya Salesforce integration goes live
- 1
Book a free call
We look at how calls reach your team today, which queues and agents take them, and what your team needs to see on the record.
- 2
Mapping
Which records calls match or create, which fields carry over, and where calls, notes and recordings are logged, agreed first.
- 3
Set up and test
The native integration set up or the API build done, then tested with real calls before your team relies on it.
- 4
Go live
Running in the background, with support if your numbers, queues or process change.
Working with us
US and overnight hours
Our teams cover all hours, so work keeps moving after your day ends.
AI agents in the workflow
We use AI agents in development and content creation, on a HIPAA-compliant Claude Enterprise license, so builds move faster.
900+ integrations completed
We have done this before, and it shows in how we plan and test.
Free call first
Honest advice before any work starts, even if you never hire us.
Who the Avaya Salesforce integration is for
- Contact centers on Avaya Experience Platform with teams in Salesforce
- Service and intake teams that work calls in Lightning
- Supervisors who want call activity in Salesforce reports
Avaya Salesforce integration FAQ
Does Avaya connect to Salesforce natively?
Yes. Avaya Experience Platform works with Salesforce through Avaya Workspaces for CRM, a softphone in Salesforce Lightning. We set it up and build the pieces it does not cover, such as lead rules, long notes and reporting fields.
Where do the calls go in Salesforce?
To a custom call activity object, so long notes, AI call summaries and transcripts fit. Tasks and Events cannot hold long text.
Can we build an Avaya call center dashboard in Salesforce?
Yes. Once calls are on Salesforce records with agent, queue and outcome, we build dashboards on them.
How is it priced?
By project, not by the hour. The first call is free, and you get a project quote after it.