Popcorn for Salesforce

Popcorn is an innovative app that helps you better respond to incoming calls by pulling in information from Salesforce about callers and by making it convenient to complete important tasks, like logging calls. Popcorn facilitates better conversation and follow up through improved context about the caller before, during, and after the call.

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Answer Calls on Your Computer

• Incoming call? Answer it through Popcorn on your computer.

Expansive Caller Information

• Popcorn provides rich caller information to inform you before, during, and after your call.  Everything from their Job Title to Recent Activity pulled from Salesforce directly to your desktop.

Follow Users

• Popcorn allows you to follow and unfollow callers during your conversation.

Next Steps

• After your call is finished, Popcorn allows you to choose from a list of important Next Steps to take concerning your caller.

Log Calls

• Never forget to log your conversations by logging your calls directly in the app.

Caller Lookup and Wrong Match Resolution

• Oftentimes, you have the person in Salesforce, but not by the number they’re calling you from. In these cases, Popcorn will still Pop, allowing you to search for the caller by name. By the same token, occasionally you’ll have the wrong number associated to someone, or you’ve got them tied to an office number, or they’ve changed numbers. If that’s the case, and Popcorn has Popped with the wrong person, no problem. Just tell Popcorn that this is not that person and you can return to the Lookup screen, where you can even create a new Lead or Contact.

Lead and Contact Generation

• Your Salesforce data is never complete. Got a new number incoming? Add them from the Lookup screen.

Suggestions

• Occasionally, Popcorn may suggest an action related to updating your data. For instance, you may have looked up a contact for an unknown number. Popcorn will suggest that you update this Lead/Contact’s Mobile or Phone field in Salesforce.

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Popcorn Accounts

• In order to track your subscriptions, you’ll need to register at ThreeWill.com when you purchase Popcorn for Salesforce.  This account is used when you startup Popcorn.

Skype

•  The 1.1 release brings with it Skype support.  This means that even if you currently don’t have one of the supported Plantronics headsets, you can still be Popping with your Skype calls.

Broader support for International Numbers

Create Contacts and Leads

• Did Popcorn not find a match for the current caller?  Are they not in Salesforce yet?  Not a problem.  Now you can Create the contact or lead right from Popcorn.

Popcorn Suggestions

• This latest addition to the call screen allows Popcorn to make helpful suggestions concerning the current caller, such as whether or not you’d like to update a phone field for a contact or lead with the current Caller ID.

Wrong Match Resolution

• Did Popcorn find the wrong person because they are calling from an office number?  This can now be fixed in a cinch.  Right from the call screen you can tell Popcorn that this isn’t who we thought it was and you can return to the Lookup screen and find the right match.  See the FAQ for details

Various Fixes and Improvements to the User Experience

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Key Features

• Extended Salesforce Login
  Tired of logging into Salesforce? Those days are over. We now support long-term Salesforce authentication.
• Managing of Pre-Requisites
  Popcorn has some support software. From now on, we’re taking care of it for you and automatically install them.
• Auto-Updates
  From now on, you’ll be told by Popcorn that an update is available to download and install.

Bug Fixes

• Lost password support
• Fixed issue with SF role setup and viewing User details

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No problem! Popcorn also supports Skype calls.


But I don’t have a phone number tied to my Skype account

• Popcorn’s got you covered. If Popcorn is running and you receive a Voice or a Video call, Popcorn will pop.

What if the person calling doesn’t have a phone number?

• Still not a problem. Popcorn will simply pop with the Lookup screen, and the caller’s name automatically printed in the search box.

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Here is the current list of Supported Headsets:

• Plantronics Voyager Pro UC
• Plantronics Voyager Legend

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To run Popcorn, you will need:

• Windows 7 (recommended)
  • Want to run Popcorn on Mac? Just install Parallels and use “Coherence” mode.
• I use a Plantronics Headset:
  • Latest Plantronics Firmware (Download Here)
  • Click here for the list of supported headsets
• I don’t have a Plantronics Headset:
  • Skype (Join Now)
• Spokes (Download Here) * NOTE that the Popcorn installation package will ensure that this is installed for you.
• An active Salesforce Account
• An Popcorn Account (What’s this?) with an Active Subscription to Popcorn for Salesforce (Check My Account)

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As of our 1.1 Release, Popcorn supports most International Phone Numbers.


Which countries?

• As you know, there are hundreds of different lengths and formats depending on where you’re calling from and what region you are calling. With this in mind, Popcorn takes a more simplified approach. Essentially, we boil it down like this:
  • If the number is formatted Internationally within Salesforce, we should be able to make an exact match (this mean it’s the full number, without delimiters and includes the country code). For instance, a number from the UK should look like this: 447700954321.
  • If the number is formatted to the locale of it’s country of origin within Salesforce, then we will first get a range of matches by looking at the last 4 digits of mobile and phone numbers, stripping out known standard delimiters found in different countries. Then we will compare the last 8 digits found within the initial range of numbers pulled from Salesforce.

What does all of that mean?

• It means that we don’t just attack certain country codes, we’re trying to support them all in one fell swoop.

Are there risks with this approach?

• The only potential risk is that Popcorn may find more than one match, at which point you will need to choose who is calling.

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Before installing Popcorn:

• If you are using a supported Plantronics Headset:
  • Pair your headset. (how?)
  • Install the latest Plantronics firmware.

Popcorn has 2 major dependencies: Microsoft .Net 3.5 and Plantronics Spokes. As of the 1.2 release of Popcorn for Salesforce, these dependencies will be automatically installed for you. You cannot complete your installation of Popcorn without completing this Step. Spokes is critical to getting Popcorn to pop. Without it we don’t know when calls are incoming or outgoing on both your mobile device and on Skype.

• Download the latest version of Popcorn (Click Here).
• Double-click on the install file.
• If Windows asks for permission, click Yes.
• Click Next to start the install process.
• Click Next on the Prerequisites screen to allow for any prerequisites to install first
• If any prerequisites need to be installed, follow those to completion and click Finish.
• Accept the terms, then click Next.
• Confirm the installation path, then click Next.
• Click Install.
• A command prompt window will appear.  Press Enter.
• Click Finish.

After the install finishes, the next step is to run Popcorn and login with your Popcorn account (What’s this?). Typically, this would be the account that you created when you purchased your Popcorn for Salesforce subscription. If you have not purchased a subscription, you can do that here.

Occasionally, you may also need to configure Popcorn.

Not Working After the Install Finishes? Check our Troubleshooting Page.

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When you first start Popcorn, you’ll encounter the following screen:



Three Will and Popcorn track your subscriptions purchased from ThreeWill.com. These subscriptions are tied to the account you create for the purchase. This is what we call your Popcorn Account. If you have not purchased a subscription for Popcorn for Salesforce yet, you can do it here. If you have forgotten your password, you can retrieve it here.

I am a systems administrator at a large corporation and have many accounts that need to run Popcorn. What do I do?

ThreeWill and the Popcorn team can work with you to get your accounts and installations going. Contact us at support@threewill.com.

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After Popcorn starts up and you’ve logged in, right-click on the Popcorn icon in your system tray.

Popcorn Configuration options are as follows:

1. Mode Selection (Chatter Only or CRM, then Chatter)
   • CRM & Chatter Mode – Popcorn will search through Salesforce in this order… Leads, Contacts, Chatter Users
2. Datahug Username and Password
3. Salesforce URL (leave blank unless otherwise instructed)
4. Run Popcorn at Login
5. Sign Me in when Popcorn starts

Don’t see Popcorn?  Look in the system tray.  If you still don’t see it, click on the carrot to see your hidden icons.  Click customize and checkmark “Always show all icons and notifications on the taskbar.”

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Popcorn runs in the system tray and is brightly colored when ready to take calls.

Don’t see Popcorn in the tray?  Click on the carrot to show hidden icons.  Click Customize and checkmark “Always show all icons and notifications on the taskbar.“

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Popcorn utilizes one of the latest innovations from Plantronics, the Spokes API.  The flagship product for Spokes is the Voyager Pro UC v2.  As new products come on the market with Spokes, Popcorn will support even more headsets.

Pairing with your Phone:

• Plantronics Pairing Guide

Pairing with your Computer:

1. Power headset on.
2. Insert Bluetooth USB adapter directly into your PC USB port. The LED will flash then turn solid blue to indicate the headset is connected to the USB adapter.  The LED remains solid blue when not on an active call.
3. Download the Plantronics software.
4. Check your audio settings on your computer.  Confirm the speaker and microphone settings for your PC softphone are set to Plantronics BT300.
5. Place a call.  During an active call, the Bluetooth USB adapter will flash blue.

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1. Turn on your headset.
2. Make sure your headset is paired with the USB dongle and your phone.
3. Launch Popcorn (or set Popcorn to automatically launch at startup).
4. You’re all set!

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Are you using a Headset?

• If yes, then you may need to make sure that you’ve updated your headset to the latest firmware.

I’ve updated to the latest firmware/I’m using Skype

• Popcorn needs to be troubleshot.
• It’s also possible that Popcorn was still on the previous call.  To respond to an additional incoming call while Popcorn is active on a call, use the call controls on your mobile phone. Currently Popcorn only supports one call at a time. We hope to change this in the near future.

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Basic Troubleshooting:

1. If you’re using a supported Plantronics Headset, verify that it is still paired with the USB Dongle (should be solid blue) and your Phone.
2. Check the Requirements.
3. Restart your phone and reset your Bluetooth settings. (if using a headset)
4. Exit and restart Popcorn.

Advanced Troubleshooting:

1. Run the Reset Popcorn Plugin utility from the Start Menu.*
2. Clear Popcorn Settings:  C:\Users\username\AppData\Roaming\Popcorn
3. Contact your administrator to make sure your profile has access to custom objects.

* This will kill the PlantronicsURE.exe and restart it.

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Popcorn runs as a Windows application on your desktop.  Other than local administrator access on your computer, Popcorn requires no admin rights.

In Salesforce, the administrator needs to make sure all users using Popcorn have Salesforce profiles that allow custom objects.

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Great!  Email us at support@threewill.com

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That’s great, please go to the bottom of the Support page and click “Submit a question.”

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If you so happen to need to cancel your subscription, we’ve ensured that it’s a painless process. We know it hurts to leave, but understand your decision.

Simply login to your account, you’ll see a subscriptions table. Under that you’ll see your subscription with an option to cancel.

If, for whatever reason, you feel like sending us a parting email, or letting us know where we failed you, pop us a message. We’re all ears for your feedback to improve our customer experience.

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