Questions tagged [call-center]

Salesforce CRM Call Center seamlessly integrates Salesforce with third-party computer-telephony integration (CTI) systems.

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Making a phone call to Lead from Agents mobile phone

I want to have a button on Lead record which will allow user(Sales Agent) to make a call to Lead(Customer) from Agent's mobile phone. With CTI configuration, we can make a call from Desktop but the ...
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19 views

Salesforce Global Search results are intermittent

When searching for a phone number in the global we are occasionally getting an error. This is happening when just searching in Salesforce and when running a Campaign. We are using InContact as our ...
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Query Amazon Connect CCP Parameters

I am attempting to read some of the Call Center settings associated with the Call Center ( I believe these are stored in the OpenCTI Softphone Definition), as querying CallCenter in SOQL does not ...
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22 views

How do I pass incoming call info to a Visualforce page when I pop before answer?

I'm just starting on this experiment, so much ignorance here. I have ported my company's call center to SF and if the incoming caller ID matches a contact, it can pop to that contact's page fine. I'm ...
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236 views

Refused to run the JavaScript URL because it violates the following Content Security Policy

I am using ringcentral salesforce integration when i click on (click to dial) it is not working. Refused to run the JavaScript URL because it violates the following Content Security Policy ...
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17 views

Relative Url for adapter url of call center.Managed package and sforce.opencti.runApex

When created a managed package of my app and installed it in another org then call center need a absolute url like. https://..visual.force.com/apex/ But my requirement is to use a relative url for ...
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145 views

activity insert using rest api

I am trying insert an Activity object from an external telephony system after a call is made however I am not seeing an API to call the Activity Object.
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1answer
150 views

OpenCTI - retrieve data from call object

We're using OpenCTI for our call center connector, and we're trying to call out to a web service from a button click on a custom object layout, passing arguments including the call UUID passed in the ...
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1answer
644 views

Can I use demo open CTI controller for calls?

I found demo CTI controller: https://developer.salesforce.com/page/Open_CTI Can I use it for real calls or it is only visual example? Will it work after changing settings (look at screenshot)? If it ...
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1answer
40 views

Using OpenCTI, with SF Classic, can I close a call center in another tab?

That title doesn't really fit the bill but I couldn't think of a really good title that didn't just ask the whole question. I have written a call center for Salesforce Classic using OpenCTI. It works ...
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385 views

Click to dial functionality went missing on switching to Lightning Experience

I am having a call center and click to dial enabled in Salesforce, However, the click to dial functionality is missing when I switch to Lightning Experience. Can anyone please help?
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208 views

CTI Integration with sip / viop

hi i want to make inbound and outbound call using a softphone on Salesforce. client provided me sip account which includes domain name,username, password (don’t have any api key). We have integrated a ...
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30 views

How to get extension number of user logging in ring central page

Hi friends i got a requirement to get the phone number of user logging in sfdc ring central page.But i didn't find any ways to capture. So,we are try to get phone number of user logging in sfdc ...
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1answer
845 views

Datetime Difference in Validation Rule/Formula?

I am trying to make a validation rule for a Call Center that insures that when a call is manually entered, that it is not incorrect. I want a validation rule that checks that the call duration is less ...
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227 views

Salesforce integration with Genesys and Avaya

Is it possible to integrate 2 Different CTI from one salesforce instance. for eg: Salesforce to avaya and genesys. Thanks, Raj
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2answers
400 views

Deploying SoftPhone layouts using Metadata API

Using the Metadata API/Force.com Ant Migration tool, how does one retrieve or deploy the SoftPhone Layouts for the Call Center? By SoftPhone Layout, I mean that which can be found at https://login....