Questions tagged [call-center]

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

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Assign CallCenter Users via Apex

Can we assign Users to a CallCenter via Apex? There's a standard object call CallCenterRoutingMap in the Object reference guide which looks like does the trick. But I don't see the object, though my ...
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25 views

Disable HSTS (HTTP Strict Transport Security) Protection in fresh salesforce dev org

Need to load iframe with http url(http://192.168.100.106:8090/v1/index.html) in a fresh salesforce dev org account, using OpenCTI callCenter configuration. OpenCTI: https://developer.salesforce.com/...
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Unable to access our own cookies within salesforce Iframe

I have an external webphone application within salesforce lightning which is loaded via Call Center. Users need to login through credentials. It was working before and any issues. Now, in the backend ...
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229 views

Salesforce 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 ...
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1k views

CTI Call Centre: You can't add these users because they’re already assigned to another phone in Salesforce

We are trying to add a User to the Call Centre in an SDO, but when we select the user and try and add them, we get this error message: You can't add these users because they’re already assigned to ...
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OpenCTI for lightning - OnclickToDial

We have an integration with 3rd party Telephony System - they use the OpenCTI for lightning - and they create the softphone in their end. They want to use the: "onClickToDial" method. This method is ...
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1answer
122 views

Call Center - Open CTI auth

I'm new to call center so maybe this is a basic question or not very well explained. We have a third party company that needs to use the Open CTI API and connect there System to Salesforce. I gave ...
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23 views

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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38 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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3k 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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590 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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417 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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890 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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60 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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874 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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289 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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35 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
2k 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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290 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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960 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....