Call center users will always see the softphone in the Salesforce Classic UI. The only way to stop displaying the softphone on those pages is to remove the user from the call center. https://help.salesforce.com/HTViewHelpDoc?id=cti_admin_manageagentsremove.htm&language=en_US
How do I set up a call center in softphone?
Once it’s set up, anyone who’s a call center user can use the softphone utility to help customers with their cases. Click the gear icon and select Service Setup. Enter Call Centers in the Quick Find box, and select Call Centers. Click Continue if prompted.
How do I set up a 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 do I set up a softphone in Salesforce?
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. Begin by navigating to the Setup page in your Organization. Locate the Quick Find search box in the left-hand navigation, search for and select Visualforce Pages.
What is a softphone utility?
Softphone utilities let your Lightning console users make calls directly from Salesforce. Before you add the softphone utility to your Lightning console app, first set up and configure the softphone and Open CTI.
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 open CTI phone?
In the app settings page, click Utility Bar in the left-hand navigation. Click Add, then search for and select Open CTI Softphone. Once Open CTI Softphone has been selected, no changes are needed. Click Save. Return to the app where you installed the Softphone and refresh the page. You will now see Phone on the Utility Bar.
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 .
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.