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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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Salesforce Extract Value CTI Block - CTI Flows
I've been working with CTI Flows for creating call logs upon ending a call. I want to query a Case record using the Query Value block and then extracting the Id of the Case and assign it to the WhatId...
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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 ArticleContact Center Definition File for Salesforce Service Cloud Voice Connector
I am trying to setup a contact center in Salesforce Service Cloud Voice with Cisco WebEx Contact Center as Partner telephony Provider. I need assistance in creating a Call center definition file....
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 ArticleSalesorce CTI Integration [closed]
We are working with a client that needs to reach out to his prospective customers via phone which must be integrated with the Salesforce Lightning.I have installed Open CTI package in my dev org but...
View ArticleCTI sendCTIMessage function from lighting component
How to make call to CTI sendCTIMessage function from lighting component. I have LWC component from where I want to make call to CTI. Is It possible to call sforce.console.cti.sendCTIMessage(message,...
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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