What is the actual openCti resource to be used for a custom softphone...
I am creating a custom softphone, and am using the below resources:<script type="text/javascript" src="/support/api/38.0/lightning/opencti.js"></script><script...
View ArticleFailed to initialize Open CTI on page load
I'm getting the following errors when trying to access Open CTI on a visualforce page that has a lightning component embedded in the page. From the browser dev console, I'm getting the following...
View ArticleSalesforce service cloud - scripts
There are cases where during the call, the call center agent follows a script to manage the customer/case. How can i embed this script within Salesforce so that durnig the call, the agent has help?Do...
View ArticleDo you need to buy or build a CTI adapter for CTI functionality?
We want to connect our Salesforce org with our Avaya Workplace telephony system. I find the documentation of both Avaya and Salesforce less then helpful. Avaya's documentation is lacking and...
View Articlesforce.one not available in VF page used as CTI adapter
We are using a VF page as a CTI adapter. It does not seem to include sforce.one. I notice on other VF pages this is brought in as part of api.js, but I cannot put my finger on what it is about that VF...
View ArticlePhone number search in global search
We are integrating Genesys CTI with salesforce but we are facing one issue while searching the phone number in global search. From Genesys end we are passing 7 digit phone number to search 10 digit...
View ArticleHow can I make calls related to a case display in its Chatter feed?
I am using the Service Console in Lightning Experience, and using the Chatter Feed component on the Case layout to display updates to the Case.If I use the "Log a Call" Quick Action from the Chatter...
View ArticleCan you disable the CTI Inbound call Screen Pop for certain users?
Is it possible to disable the CTI-based screen pop for inbound calls for one (or more) specific users?
View ArticleAmazonConnect Uncaught Error in $A.getCallback() [Cannot read property...
We have an Amazon Connect installation (v4.4) in our Salesforce org and it was working fine until this week when it started showing a 'Sorry to Interrupt' message on incoming calls.I've disabled all...
View ArticleHow to get Salesforce Lead object details in lambda Function?
I have integrated my Salesforce instance with my AWS Connect through CTI Adapter. I also have implemented SalesforceLambda, which allows me to lookup Salesforce data.For AccountI can get the Contact's...
View ArticleAdding a utility bar to a lightning component?
does anyone know if it is possible to put the utility bar onto a lightning component.More specifically the utility I need is the CTI dialer.
View ArticleSales console and CTI integration using sales cloud
Can we use CTI integration and sales console by using Sales cloud?Is it necessary to to have service cloud user license? OR only Sales cloud user license can be used to have CTI integration and sales...
View ArticleSoftphone Layout Case object will not appear in Search Results
I have setup a Softphone Layout to display Contact and Case objects when a call come and phone number matches records. However only related Contact records appear and no Case records in the search...
View ArticleSalesforce CTI + IVR Integration Tools for Indian Numbers
We are looking for a CTI + IVR integration App, which supports Indian phone/mobile numbers. We would like to use the app in Salesforce service cloud.Questions:Please suggest few 3rd Party Apps...
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Softphone Layout Pop to Screen Flow
I am working on a screen pop feature for a softphone layout. I have created a screen flow to create a case, but I would like to be able to capture details from the inbound call related matching contact...
View ArticleOpenCTI: Throw a Lightning event from Visualforce up to Lightning Experience?
We're working with an OpenCTI adapter that the vendor has open-sourced for us. So we have the ability to customize the dialer page which is by design written in Visualforce. The dialer appears in the...
View ArticleHow can I build my own Twiml for outbound calls?
I am trying to build a call center based on Twilio and I wanted to know if we can build out own Call object like below code does in Java:link: https://www.twilio.com/docs/voice/api/call-resource public...
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How to pass parameters in Open CTI Run Apex method from CTI Flow block?
I am trying to call apex class from CTI flow and pass the chat message/content to apex class.Please refer the documentation...
View ArticleNot able to use lightning:navigation in a lightening component rendered in a...
I am rendering a Visualforce Page in the call center for my salesforce CTI.On this Visualforce Page, i am rendering a lightening component.In this lightening component i am using lightning:navigation,...
View ArticleHow to make Amazon Connect current call attributes available to Salesforce?
in our service center application we use Amazon Connect CTI (AC). We want to pass a few attributes AC collects from the customer, such as phone number, consent, language etc. We are aware AC can pass...
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How to use "Query value" in Amazon connect CTI flow?
Using Managed Package Amazon Connect CTI Adapter.What I am trying to do is finding any existing case when a call connects(onAccepted event).search and screen pop block is returning a contact id then...
View ArticleAmazon CTI and Omnichannel not updating
Usually, if you update the omnichannel status to say 'Break' it will update the Phone status to 'Break' and vice versa but this no longer works and no changes have happened. Does anyone have any ideas?
View Articleis it possible to install two CTI Adapter (Five9 and Avaya) in a single...
I have a single service Cloud salesforce Org and wants to be used globally, Few geographical region uses Five9 standard Adaper already installed in a salesforce Org and some use Avaya for CTI but not...
View ArticleHow to create multiple sessions/tabs?
We are working on a CTI application where we handle the calls and chat, we are using Open CTI JS APIs for the integration. For every call/chat we have to do a screen pop for the matched record in the...
View ArticleClassic Open CTI methods workaround in Lightning
we're preparing for a migration from Classic to Lightning. We have a custom implementation of CTI where we're using some of the sforce methods, that we need to replace with the new ones.I've...
View ArticleUnable to open Partner Telephony contact centers in Salesforce Service cloud...
I am getting below error while navigating to Partner telephony Contact Centers. However, I am able create new contact centers through Partner Telephony setup section.This page has an error. You might...
View ArticleSalesforce CTI save log after call
In the Salesforce CTI API, how does one get the WhoID parameter when saving a log back to Salesforce after a call has completed?This is the example...
View ArticleCan someone explain how Salesforce works with CTI? (Avaya)
I have a client who has Salesforce and uses an Avaya switch to run their call center. They enter in random call information into this old legacy program called Omni and once a week they manually update...
View ArticleCustom Object not visible in Softphone layout under Display these...
I have a softphone setup in my salesforce org and custom object "Complaint". In my softphone layouts, I am trying to add my object under "Display these salesforce.com objects" but the object is not...
View ArticleAWS Authorization Error When Creating New Partner Contact Center for Voice in...
I am trying to create a New Partner Contact Center for Voice in Salesforce, but I am encountering the following error:Hello,Something went wrong when you tried to make a change in Service Cloud Voice....
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