Single Sign-On Salesforce Phone (Lightning)

Our latest Salesforce phone integration enhances the agent experience by offering single sign-on capabilities right out of the box. This eliminates the need for separate logins to CallTrackingMetrics, creating a smoother workflow. It also bypasses the challenge of third-party cookies being blocked by browsers. Furthermore, leveraging cutting-edge WebRTC technology ensures a more reliable and robust phone experience. This integration is available on Sales Engage, Enterprise, and Connect plans.

Installation

  1. Scroll to the OpenCTI section of the Salesforce integration page within CallTrackingMetrics.
  2. Scroll to the New Phone Integration section. 
  3. Click the Screenshot 2024-02-29 at 8.38.07 AM.png Install Lightning Adapter button.
  4. Check if you would like your agents automatically assigned to the call center.
  5. Check if you would like the phone inline within Salesforce.
    1. Note: By default, the softphone has a pop-out window to carry the audio during a phone call. You can optionally load this inline within the lightning interface. Beware, if your agent reloads the Salesforce page, the phone call will drop.
  6. In Salesforce, go to the App Manager and install the Open CTI Phone to the utility bar on the app you are using.
    1. From Setup, in the Quick Find box, enter App Manager, and then click App Manager.
    2. Next to your App, click 94e5a1e6-6718-4b6c-8e9e-0fdb8e8b47d6, and then click Edit.
    3. In App Settings, go to Utility Items (Desktop Only).
    4. Click Add Utility Item.
    5. In the search bar, enter Open CTI Softphone, and then click Open CTI Softphone.
    6. Save your changes.
    7. Go to User Profiles, and make sure the contact center user’s profile is in the Selected column.
    8. Save your changes.

Screen Pop (Optional)

  1. In Salesforce Setup> Quick find locate Call Center and click Softphone Layouts
  2. Click Edit to the left of Standard Softphone Layout
  3. Scroll to Screen Pop Settings
  4. Configure each according to how you want your screen to pop by clicking Edit to the right of each option, then click Save at the top of the page when complete.

Using the Phone (Standard Mode)

  1. Go to the App, in Salesforce, to where you will be taking calls.
  2. In the bottom left corner of the Utility bar, click the Phone button.
  3. When the Phone appears, click the Launch Phone button.
  4. Once the secondary device window states; Your device is registered, minimize this window (do not close).
  5. Set your status to available, then begin making and receiving calls.

Using the Phone (Inline Mode)

  1. Go to the App you use, in Salesforce, where you will be taking calls.
  2. In the bottom left corner of the Utility bar, click the Phone button.
  3. Set your status to available, then begin making and receiving calls.
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