Everything you need to get up and running

Overview

Ragsi Tel is a Salesforce-native application that brings Microsoft Teams calling directly into the Salesforce Lightning experience. This documentation walks through installation, configuration and day-to-day usage.

The product consists of two main components: a managed Salesforce package (installed from AppExchange) and a Microsoft Teams app registration in your Azure AD tenant. Both are connected through standard OAuth flows — no third-party servers ever touch your call data.

Prerequisites

Before installing Ragsi Tel, make sure your environment meets the following requirements.

Salesforce

• Salesforce Lightning Experience (Classic is not supported)
• Enterprise, Performance, Unlimited or Developer edition
• System Administrator access to install managed packages
• My Domain enabled (required for Lightning components)

Microsoft 365

• Microsoft 365 Business or Enterprise tenant
• Microsoft Teams Phone licenses for users who will make PSTN calls
• Azure AD Global Administrator (for one-time consent grant)

Browser

• Chrome 110+, Edge 110+, Firefox 115+ or Safari 16+
• Microphone permissions enabled for your Salesforce domain

Installation

Ragsi Tel installs in two steps: the Salesforce managed package, followed by the Microsoft Teams connection.

1. Click the Install Ragsi Tel Package button below (or open the AppExchange listing) and sign in to your Salesforce org.
2. Choose to install in Production or a Sandbox. We recommend trialing in a sandbox first.
3. On the install page, select Install for Admins Only. You'll assign permission sets to end users in a later step.
4. Approve any third-party access prompts. The package only requests the minimum scopes required for Teams calling.
5. Wait for installation to complete (typically under 2 minutes). You'll receive an email confirmation when it's done.

Call Center Definition File

After the managed package is installed, Salesforce administrators need to import the Ragsi Tel Call Center definition file so that users can be assigned to the softphone. Download the XML file below and import it via Setup → Call Centers → Import.

1. Download RagsiTelOpenCTI.xml to your local machine.
2. In Salesforce Setup, search for Call Centers and open the Call Centers page.
3. Click Import, choose the downloaded XML file, and click Import again.
4. Open the newly created RAGSI Tel - Open CTI Softphone call center and click Manage Call Center Users to add your agents.

Initial Setup

Once the package is installed, navigate to the Ragsi Tel setup app to complete configuration.

1. From the Salesforce App Launcher, search for and open Ragsi Tel Admin.
2. You'll see a setup wizard with three sections: Connection, Users, and Features. Complete them in order.
3. Click Get Started to begin connecting Microsoft Teams.

Microsoft Teams Connection

Ragsi Tel uses Microsoft Graph and the Teams Calling API. Authentication is handled via standard OAuth 2.0 with admin consent.

1. In the Ragsi Tel Admin app, click Connect Microsoft Teams.
2. You'll be redirected to login.microsoftonline.com. Sign in as a Global Administrator.
3. Review the requested permissions and click Accept. The consent grant is recorded against your tenant.
4. You'll be returned to Salesforce with the connection status set to Connected.

Required Microsoft Graph scopes

• Calls.Initiate.All — initiate outbound calls
• Calls.JoinGroupCall.All — join existing group calls
• CallRecords.Read.All — read call history for logging
• User.Read — read basic user profile

User Provisioning

Assign Ragsi Tel licenses and permissions to your end users.

1. In Setup, navigate to Installed Packages → Ragsi Tel → Manage Licenses.
2. Click Add Users and select the users who should have access.
3. Then go to Permission Sets and assign Ragsi Tel User (or Ragsi Tel Admin) to each user.
4. Users will need to sign in with their Microsoft account the first time they open the dialer.

Permission Sets

Ragsi Tel ships with two pre-built permission sets that you can clone and customize.

Ragsi Tel User

• Make and receive calls
• View own call history
• Use AI transcription & summarization (if enabled)
• Edit own settings & presence

Ragsi Tel Admin

• Everything in Ragsi Tel User
• View call history for all users
• Configure routing & queues
• Manage AI feature flags & data retention
• Access Ragsi Tel reporting dashboards

Utility Bar Setup

The Ragsi Tel dialer lives in the Salesforce Lightning Utility Bar. Add it to your Lightning App so reps can access it from any record.

1. In Setup, search for App Manager and edit the Lightning App where Ragsi Tel should appear (e.g., Sales, Service Console).
2. Click Utility Items (Desktop Only).
3. Click Add Utility Item → Ragsi Tel Dialer.
4. Set Panel Width to 380 and Panel Height to 540 for the best fit.
5. Check Start Automatically so the dialer is ready when reps load the app.
6. Save and refresh the app — the Ragsi Tel dialer will appear in the bottom utility bar.

Enabling AI Features

AI features (transcription, summarization, sentiment, copilot) are available on Professional and Enterprise plans. They are opt-in per user and respect your data retention policies.

1. Open Ragsi Tel Admin → Features.
2. Toggle on the AI features you wish to enable for your org.
3. Choose a default data retention period (30, 60, 90 or 365 days).
4. Save. End users will see the AI features in their dialer settings and can opt in.

Transcription & Summary

When AI Transcription is enabled, every call is transcribed in real time and the full transcript is attached to the Salesforce activity record. After the call ends, an AI-generated summary with action items is automatically created and saved as a Task or Event note.

Where transcripts are stored

Transcripts are stored as related records on the Activity object in Salesforce, in the custom object RagsiTel__Transcript__c. They never leave your Salesforce org.

Disabling for sensitive calls

Reps can pause or disable AI for individual calls via the dialer toolbar. You can also exclude specific record types or campaigns from AI processing in Admin → Features → AI Exclusions.

Sentiment Analysis

Sentiment Analysis runs alongside transcription and surfaces a positive/neutral/negative score for each call. Sentiment trends roll up to the Account and Opportunity level so managers can spot at-risk relationships.

To use sentiment in reports and dashboards, the field RagsiTel__Sentiment__c on the Task object is automatically populated and ready to filter on.

REST API

Ragsi Tel exposes a small REST API for advanced integrations — for example, triggering calls programmatically from a Flow or external system.

Initiate a call

POST /services/apexrest/RagsiTel/v1/calls
Content-Type: application/json
Authorization: Bearer {salesforce_session_id}

{
  "userId": "005...",
  "to": "+14155551234",
  "recordId": "001..."
}

Fetch call history

GET /services/apexrest/RagsiTel/v1/calls?userId=005...&limit=50

Troubleshooting

"Microphone access denied"

The browser is blocking microphone access for your Salesforce domain. Open browser settings → Privacy → Site Settings → Microphone, and allow access for *.lightning.force.com.

"Failed to connect to Microsoft Teams"

Most often caused by an expired or revoked tenant-wide consent. Have a Global Admin re-run the consent flow from Ragsi Tel Admin → Connection → Re-authorize.

Calls not logging to the right record

Ragsi Tel matches inbound and outbound numbers against Contacts, Leads and Accounts using the Phone, MobilePhone and AccountPhone fields. If matching is inconsistent, enable Enhanced Phone Matching in Admin → Features (normalizes country codes and formats).

AI features not appearing

Confirm the user has either the Professional or Enterprise license assigned, and that the AI feature is toggled on at the org level. Users may also need to opt in from their personal settings.

Getting Support

Stuck on something not covered here? Our team is happy to help.

• Email: support@ragsi.ai — typical response in under 4 business hours
• Status page: status.ragsi.ai
• Enterprise customers: contact your dedicated Customer Success Manager directly