How to add a softphone to a Salesforce Service Console app?
Add a softphone utility to a Lightning console app. Locate the softphone in the service console app. Before Maria or Ursa Major Solar’s support team can access a softphone to make calls from Salesforce, she must assign users to a call center. This takes less time than calling a cell-phone provider, and it won’t be anywhere near as painful.
How do I change the default softphone layout in Salesforce?
Click New and fill in the details. In the Display these salesforce.com objects section, click Add/Remove Objects. Replace Lead with Case. Review the remaining softphone settings to see customization options, but leave the rest as default. Click Save. Click Softphone Layout Assignment.
How do I configure the CallTrackingMetrics softphone within Salesforce?
Configuring the CTM softphone within Salesforce requires three main steps: To get started, you will need to download the CallTrackingMetrics Open CTI Adapter. Navigate to Settings → Integrations → Salesforce, then click or scroll down to the Configure Open CTI section.
How do I add a softphone to a lightning console app?
Learning Objectives 1 Add users to a Call Center. 2 Add a softphone utility to a Lightning console app. 3 Locate the softphone in the service console app. More ...
How do I configure softphone in Salesforce?
Configure Softphone LayoutsClick the Home tab for Service Setup Home.Enter Softphone Layouts in the Quick Find box, and select Softphone Layouts.Click Continue if prompted.Click New and fill in the details. ... Click Save.Click Softphone Layout Assignment.More items...
What is softphone layout in Salesforce?
A softphone is a customizable call-control tool that appears to users assigned to a call center. Similar to page layouts, you can design custom softphone layouts and assign them to Call Center users based on their user profile.
How do I setup a call center in Salesforce?
Configure a Salesforce Call CenterConfiguring the Amazon Connect CTI Adapter. ... Find Your Playground Domain. ... Find Your Lightning Adapter Domain. ... Configure Your Call Center. ... Manage Call Center Users. ... Activate Console Phone. ... Add Amazon Connect CTI to Service Console. ... Ensure Cross-Domain Access.More items...
How do I enable softphone in Salesforce?
Add a Softphone to the Service ConsoleFrom Service Setup, enter App Manager in the Quick Find box, then select App Manager.Select Edit next to the Service Console app.Click Utility Items, then click Add Utility Item.In Search..., enter Open CTI Softphone and select it.Click Save.More items...
What is the difference between call center and open CTI?
Call Center is an AppExchange package and Open CTI is an on-screen phone.
What is softphone in Salesforce?
A softphone is a customizable call-control tool that appears to users assigned to a call center. A softphone's functionality and user interface are determined by the Salesforce admin. Important CTI Toolkit, also known as the Desktop CTI, is retired.
What is Salesforce CRM call center?
Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more.
How do I enable CTI in Salesforce?
Configuring the CTI adapter in SalesforceNavigate to Setup > Customize > Call Center > Call Centers.On the All Call Centers page, click Import.Click Choose File, and from the folder where you have installed the CTI adapter, select the CTIAdapter. xml file.Click Import.
How do you get started with call center?
How to start a call centerDetermine the goal(s)Decide on a budget.Identify your call center type.Build your team.Train your employees.Find the right software and tools.Invest in culture.
What is CTI Salesforce?
Salesforce CTI is one of the most popular methods used to connect organizations' telephone and computer systems. CTI allows data to be used and sent between computers, phones, and other core service and sales systems, such as CRM. CTI for Salesforce allows phone conversations and calls to be made into data.
What is CTI in Service Cloud Salesforce?
Open CTI is a JavaScript API that lets you build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. To display CTI functionality in Salesforce, Open CTI uses browsers as clients.
What is Omni-Channel Salesforce?
Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly.
Install the Open CTI Demo Package
To set up the softphone utility for Ada, install an Open CTI Demo package in your Trailhead Playground. First, scroll to the bottom of this page and click Launch. If you see a tab in your org labeled Install a Package, great! Follow the steps below.
Configure Call Center
Next, configure the call center for Ursa Major Solar. Once it’s set up, anyone who’s a call center user can use the softphone utility to help customers with their cases.
Configure Softphone Layouts
Now that you’ve installed the softphone, review the layout settings and assign which profiles see the layout you customized.
Test It!
As you complete the steps below, you may see a pop-up message about the new Lightning Experience Transition Assistant. This message overlaps the user login for the Phone utility item. If you do see this message, please close out of the pop-up and proceed with the steps.
Verify Step
You’ll be completing this project in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.
How to set up a CTI softphone?
Setting up the Open CTI Softphone. Navigate to the Setup page in your Organization. In the left-hand navigation, select Apps → App Manager. Locate the app where you wish to configure the softphone and click Edit. In the app settings page, click Utility Bar in the left-hand navigation. Click Add, then search for and select Open CTI Softphone.
How to create a tab style in Visualforce?
Select the Visualforce page you just created from the dropdown, name the tab, select a tab style, and click Next.
How to get CallTrackingMetrics Open CTI adapter?
To get started, you will need to download the CallTrackingMetrics Open CTI Adapter. Navigate to Settings → Integrations → Salesforce, then click or scroll down to the Configure Open CTI section. Click the Open CTI Adapter link to download the adapter xml file. Navigate to the Setup page in your Organization .
Can CallTrackingMetrics be integrated with Salesforce?
The CallTrackingMetrics softphone can be integrated with your Salesforce Organization via the Open CTI Adapter. By embedding the softphone in Salesforce, agents can receive calls, make outbound calls, and utilize all the capabilities of the softphone within the Salesforce platform.
Can you use Salesforce to setup a softphone?
To complete the softphone setup, you will need to configure a custom Salesforce tab to allow users to directly access the CTM Call Log from within Salesforce as a Visualforce page.
What is a softphone in Salesforce?
Remember, the softphone is just an on-screen phone. It’s used to make, receive, transfer, and hold phone calls through Salesforce. How a softphone looks and what you can do with it is determined by the Open CTI integration created by a developer or partner; but every CTI integration gives you some sort of softphone.
Can you dial a softphone?
In the real world, you’d see a softphone designed by a developer, and you could start dialing the phone numbers of your customers. That’s it!
Does Ursa Major Solar have a softphone?
We just assigned you to a call center. Next, we follow Maria as she adds a softphone to the service console app so that Ursa Major Solar’s support agents can begin making and receiving calls from the call center in Salesforce.
