Questions tagged [cti]

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need help in open CTI adapter while integrating Asterisk with Open CTI

I have been assigned to take on the project of developing a CTI adapter to plug into Asterisk PBX. I do not know how they are connected. My supervisor told me to find out how they connected. Does ...
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36 views

Automated voice call in Salesforce [closed]

We have a business requirement where, we are supposed to set up automated voice calls in salesforce. Basically, whenever a new account will be onboarded, a automated call will go to the contact and ...
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0 answers
26 views

how to integrate Salesforce open CTI with asterisk PBX? [closed]

I want to integrate the asterisk with salesforce open CTI but I didn't find any helpful documentation. I've been working on this for two weeks and still, I'm at the starting point. I want to know ...
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28 views

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 ...
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0 answers
24 views

Associate Ring Central Call Log in Softphone with Custom Object Record

Can we provide the option to select a "custom object" record in the "Related To" field of Softphone call logs in salesforce Have enabled the search for the custom object record in ...
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0 answers
32 views

Permission denied for notification on receiving call in CTI is there any workaround for all Browsers [closed]

Even after allowing Permission for notifications I'm getting Permission denied for notification on receiving call in CTI .Is there any workaround for all Browsers ? Thank you in advance I tried ...
1 vote
0 answers
22 views

Salesforce 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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1 answer
48 views

Softphone 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 ...
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0 answers
20 views

Can we set up two sf_operation in one 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 and query Salesforce data. My problem I have set ...
1 vote
1 answer
77 views

How 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 Account I can get the Contact'...
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48 views

How does Twilio pass specific inbound call information to a flow?

I'm trying to screenPop() a screen flow in response to an inbound call through Twilio CTI. I'm unable to find any information online on what specific flow arguments (Name, Type, Value) are passed by ...
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33 views

How to create a Lightning page (or Lightning Web Component) that will be called using the CTI Client?

I need to create a Lightning page (or Lightning Web Component) that will be called using the CTI Client. When calling the Lightning page (or component), the CTI Client must pass the phone number ...
0 votes
1 answer
187 views

AmazonConnect Uncaught Error in $A.getCallback() [Cannot read property 'state' of null] Callback failed

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 ...
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1 answer
211 views

Can 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?
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1 answer
205 views

Phone 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 ...
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1 vote
1 answer
389 views

sforce.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 ...
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1 answer
245 views

Do 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 ...
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1 answer
438 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 ...
0 votes
1 answer
581 views

Amazon 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?...
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1 vote
1 answer
563 views

What is the actual openCti resource to be used for a custom softphone implementation?

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 src=...
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1 answer
627 views

How 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 ...
2 votes
1 answer
367 views

CTI 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, ...
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0 votes
1 answer
84 views

Salesorce 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 ...
1 vote
1 answer
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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1 vote
0 answers
593 views

Failed 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 ...
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0 votes
0 answers
47 views

Can we listen into events from OpenCTI app in Salesforce?

We use a very basic OpenCTI app from a vendor, we are trying to extend the functionality to create both Case and Account when the caller is not found in our DB. The Call Centre app already allows this ...
0 votes
1 answer
645 views

is it possible to install two CTI Adapter (Five9 and Avaya) in a single Salesforce Org?

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 ...
1 vote
0 answers
37 views

Custom field to update Embeddable RingCentral for Salesforce Widget userPresence

We are making the switch to Salesforce (from GoldMine) and we are working to implement a system that will automatically route phone calls to the appropriate trip adviser based on their destination ...
1 vote
1 answer
666 views

Enabling Lightning Dialer

I am in a European environment and an Unlimited Edition. I am sysAdmin and I am trying to enable Lightning Dialer(help info). However, when I type Dialer in the Setup (step 1), I cannot see any option ...
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0 answers
203 views

Handling inbound and outbound CTI calls in my org

I am looking into handling inbound and outbound calling in my org. We tried Twilio Flex earlier, but it didn't meet our requirements on the CRM side. Everything that I have looked at involves ...
0 votes
1 answer
2k views

Salesforce CTI softphone screenpop not working

I have the Twilo Flex Call Center Adapter Open CTI installed into Salesforce. I am System Admin and when I get calls the screen popping works (it opens records or search results). When other users ...
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7 votes
2 answers
1k views

How 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 ...
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1 vote
1 answer
783 views

Adding 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.
2 votes
1 answer
525 views

CTI Dialer in lightning app?

I am looking to add the CTI Dialer that you normally have on a Lightning App's utility bar to a lightning component. Does anyone know if this is possible. Many thanks
3 votes
0 answers
504 views

Help on enableClickToDial in visualforce

I am using Open Cti in a visualforce page and the page is pinned in utility bar in LEX. Now on click of a button, we are invoking enableClickToDial with a simple callback. Howver the ...
0 votes
1 answer
2k views

How to delay second click on call button for some seconds in dialer in open cti

implemented dialer page using visualforce, @remoteAction javascript and Jquery. Here the requirement is like when i click on call button more than one times, it should be ignored(Here we used jquery ...
0 votes
1 answer
120 views

how to display lightning lookups when user opens it in lightning experience and display classic lookups when user in classic

We have created a softphone using visualforce components. In classic it is fine, but when a user opens lightning experience some places are looking like classic only like lookup pages etc. How we can ...
2 votes
1 answer
1k views

OpenCTI enableClickToDial does not invoke any callback in Salesforce Classic Console

I have a Lightning instance which contains a Salesforce Classic Console App using Contacts, Leads and Accounts tabs. Inside of it I have an OpenCTI Phone which is made of Lightning components. During ...
0 votes
1 answer
2k views

How to configure softphone in lightning

I have installed a package and added user in call center. It is working fine in classic but not able to see that softphone in lightning experience. Is there any settings i have to edit. Please give me ...
0 votes
1 answer
595 views

OpenCTI: 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 ...
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0 votes
0 answers
200 views

CTI Logout User

We use CTI (with adapter). The adapter is configured to logout users when no activity for 30 minutes (management doesn't want to change this setting) The issue we're running into is some users ...
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1 vote
0 answers
618 views

Salesforce CTI integration with Avaya [closed]

I'm very new to salesforce. I have a client requirement to integrate the Salesforce Open CTI with avaya. I don't know what steps to be followed to do it. Is there any coding involved in it ? I ...
1 vote
0 answers
35 views

What might be the reason that All users are not receiving a call pop in SalesForce.Com, when phone calls are received

All users are not receiving a call pop in SalesForce.Com, when phone calls are received. This is happening with users belonging to some regions only.
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1 answer
1k 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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0 answers
49 views

Is it possible to integrate Salesforce Site to Open CTI?

I am trying to integrate Salesforce force.com sites to CTI. But I did get any solutions about that. IS there any way to integrate CTI to salesforce Site ? Any help is gratefully accepted!
0 votes
1 answer
435 views

Lightning CTI saveLog Date and Number Formats

I'm having trouble saving the ActivityDate and the CallDurationInSeconds via the saveLog call from the Lightning Open CTI API. I have tried many formats for the date, string with the date, string ...
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6 votes
1 answer
994 views

sforce.console.openPrimaryTab has stopped working after upgrade to API 40.0 (Summer 2017)

I am developing a salesforce CTI integration that uses Version 37 of the salesforce JavaScript API. When the user logs into the softPhone view I open another tab using the sforce.console....
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1 vote
0 answers
115 views

What happens if no objects are selected to be displayed in the softphone layout?

We have no objects selected in 'display these salesforce objects' setting in the softphone layout. In our CTI adapter settings we have Cases selected as an object to search on. We notice the ...
0 votes
1 answer
163 views

Salesforce CTI Implementation Service Console

I am preparing for service cloud consultant exam. I have a little bit of experience in supporting CTI integration issues as salesforce developer due to my current project. But there are few points i ...
0 votes
1 answer
171 views

Focus the browser tab from CTI iFrame

I have a CTI integration that will display a HTML5 notification if a call comes in and the browser tab is not visible. When this notification is clicked I want the tab to focus. Normally this can be ...
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