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Questions tagged [opencti]

Questions relating to Salesforce Computer Telephony Integration (CTI) API. Use it for questions related to code, call center configuration or general telephony integration.

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Classic 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 ...
ukulele's user avatar
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0 answers
10 views

How 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 ...
Badar Ali's user avatar
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0 answers
63 views

How to listen for incoming calls Salesforce open cti?

we have a vendor where they don't have Salesforce Adaptor so we built custom adapter and leveraged open cti javascript api to make outgoing calls it's working as expected My concern is how do we ...
mine_username's user avatar
0 votes
0 answers
42 views

How do I only search in Leads using searchAndScreenPop()?

The search API by default searches in Contacts, Leads, Accounts, etc. I want to limit it to either one because the user may not have privileges to Contacts or Accounts in this instance. The search API ...
Ian Dsouza's user avatar
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0 answers
86 views

openCti sforce is undefined in aura component

I have downloaded openCti js library from the below link mysalesforcedomain/support/api/53.0/lightning/opencti_min.js Added it as a static resource then loaded the openCti library in the aura ...
gs650x's user avatar
  • 2,670
0 votes
1 answer
554 views

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 https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/...
Ratan Paul's user avatar
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0 answers
54 views

OpenCTI methods executed in User or System mode?

I was investigating how OpenCTI handles DML when methods like "saveLog()" are called. Since the OpenCTI libs are loaded via opencti_min.js or interaction.js (lex or classic) on the iframe ...
Alberto's user avatar
  • 513
1 vote
1 answer
320 views

Open CTI - JS error unable to call

I have install and configure the salesforce package (Amazon Connect - Universal Package). Everything looks fine, when using the CTI dialer. I am able to make phone calls. However, when I click in the ...
manza's user avatar
  • 1,953
2 votes
0 answers
268 views

Make Open CTI demo adapter work with 3rd party APIs

I am trying to make Open CTI demo adapter Dialer work with Call Rail APIs. Call Rail does not provide any package to integrate with dialer. So my only option is to go with Call Rail APIs. I found a ...
Mr.Frodo's user avatar
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1 vote
0 answers
136 views

Salesforce Open CTI reqAdapterUrl: Visualforce page or hosted in third party?

I am working on designing a contact center interface in Salesforce using Open CTI to integrate between two system. I will be using Lightning Experience in Service cloud for the softphone. As I am ...
nmess88's user avatar
  • 163
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1 answer
244 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 ...
Hart's user avatar
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1 answer
740 views

Amazon Connect CTI Flows Dereference Variables

Specific Question for the Amazon Connect CTI Managed Package (Specifically V5+ which introduces CTI Flows) I am looking for an example of how to dereference a variable collected in a previous CTI ...
jordan.baucke's user avatar
0 votes
1 answer
755 views

Update Lightning API Version

I need to update lightning API version to 40 or more for Open CTI components as it is the requirement of security review. Currently, I have version 38.0. I wanted to know how can I update API version. ...
Badar's user avatar
  • 45
1 vote
0 answers
156 views

Open CTI Callback issue in Managed package

I am facing this issue that my Open CTI method callbacks are not executing in an org where I have installed managed package. They work absolutely fine on the org where I developed my application as ...
Badar's user avatar
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0 votes
1 answer
434 views

Open CTI not working for managed package

I am facing this issue, on an unmanaged package my Open CTI methods(Enable click to dial and screen pop) seem to work fine, but on a managed package it doesn't work. Enable click to dial method: var ...
Badar's user avatar
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0 votes
1 answer
912 views

Lightning Open CTI Demo Adapter - Partner Developer Edition

I have installed in a partner dev. edition the Open CTI (This org has namespace) the Open CTI package. I have made the configuration and added in the CTI Adapter URL the link: https://MYDOMAIN-dev-ed....
Giorgos Galaios's user avatar
0 votes
1 answer
1k views

Salesforce Outbound call (Click To Dial) using Twilio Flex

I am trying to implement Twilio Flex for Salesforce Open CTI. I am using a twilio trial account. I have enabled Inbound calls to salesforce using twilio flex. Now I am trying to implement Click-To-...
Md. Abdur Razzak's user avatar
0 votes
1 answer
442 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 ...
Sander de Jong's user avatar
2 votes
1 answer
1k views

OpenCTI library loading issue with LWC

Trying to load Open CTI library in #LWC. Getting warning "Evaluation error [Failed to initialize Open CTI. Ensure that it is loaded from the right frame with correct URL parameters]" Am I ...
user1084921's user avatar
1 vote
1 answer
951 views

How can I use sforce.console.cti methods in an aura component?

I am looking to build a softphone on lightning. I see that there are several powerful methods of console API that are only available in Classic. But I need the same methods for Lightning in my aura ...
Apex Srinivas's user avatar
1 vote
1 answer
947 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=...
Apex Srinivas's user avatar
0 votes
1 answer
1k views

How to add RingCentral Click-to-Call to Salesforce iOS mobile app?

I'd like to extend the Salesforce mobile app with click-to-call / click-to-dial capabilities using the RingCentral mobile app so I can place calls using RingCentral instead of the native dialer. I'd ...
Grokify's user avatar
  • 245
1 vote
1 answer
748 views

call a callout method from open CTI click to dial

We have the open CTI adapter working for lightning. I wanted to add a requirement where we have to make a callout to another system and check for DNC and based on the response we need to make the call....
Aariff's user avatar
  • 21
2 votes
0 answers
328 views

OpenCTI searchAndScreenPop method

How can I use the searchAndScreenPop method (Lightning) to search by a custom field? For example : I'm trying to use this method to popup a Lead which has the phone number as a param, but I don't ...
Salvation's user avatar
  • 1,189
0 votes
0 answers
276 views

What is the equivalent Lightning method sendCTIMessage() to make an outbound call?

sendCTIMessage() is working flawlessly in Classic and VF page. From below below code snippet sendCTIMessage('/CLICK_TO_DIAL?DN=XXXXXXXXXX'); is talking to my Twilio Flex configuration set in Call ...
Charan's user avatar
  • 1
1 vote
0 answers
299 views

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 ...
Salvation's user avatar
  • 1,189
2 votes
1 answer
282 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 ...
Salvation's user avatar
  • 1,189
-1 votes
1 answer
163 views

Synchronization object in Apex Class during concurrent calls

For working with Call Logs (Task object) to create and for updating I use OpenCTI and hierarchy custom settings as a cache to keep created TaskId. I have two methods in Apex Controller: when I get ...
SlavaHq's user avatar
0 votes
1 answer
2k views

Error unable to Install Open CTI Demo Salesforce Lightning playground ORG

i was hoping i can get some help with "Open CTI Demo" package that i'm trying to install in a playgroup ORG and i'm getting the below error message. Also please see the attached screen shot. This app ...
Templar's user avatar
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0 answers
92 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 ...
Deployment Failure's user avatar
1 vote
1 answer
607 views

OpenCTI Softphone searchAndScreenPop returns null

I am using an OpenCTI Softphone Adapter, and I have recreated a call-center with a test method that explicitly calls searchAndScreenPop method. I have saved a Person Account record with the phone ...
jordan.baucke's user avatar
0 votes
0 answers
549 views

How to work with sforce.opencti library in Lightning Web Components

Are LWC ready to be used for implementing opencti adapter? I didn't find any information on that. In aura it was simple, however in LWC I can't find a way to make it work.
Vít Bareš's user avatar
0 votes
1 answer
432 views

Is there any way to pop up softphone screen from data coming from REST API?

I have developed Open CTI lightning (softphone) in Salesforce as a pop up for incoming and outgoing call. I am facing this problem as the telephone system vendor they do not have adapter to ...
Puttipat Kongkietkarn's user avatar
1 vote
0 answers
635 views

Authentication error when connecting to the Streaming API

I want to subscribe to PushTopic events from my Open CTI application. But I can't even connect to a cometd server. Help me find the problem with my solution. Or maybe there are other ways to subscribe ...
Konstantinx's user avatar
0 votes
0 answers
102 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 ...
Steev0's user avatar
  • 63
1 vote
0 answers
215 views

sforce is not defined in UAT, but in sandbox yes

I'm having this problem, and I've tried all the solutions that can be found in this world to resolve; I'm working with the opencti APIs, in an aura component, in the sandbox the component runs fine (...
Antonio Giraffa's user avatar
1 vote
1 answer
426 views

Open CTI Call Centers vs. Lightning utility bar component

A client needs to have voice capabilities in Lightning (incoming, outgoing calls and call recording), and I wanted to use the Lightning Open CTI Demo as a starting block. After numerous attempts to ...
Brian Miller's user avatar
  • 5,222
0 votes
1 answer
346 views

Login to OpenCTI softphone through the custom auth provider

I'm working under our solution of the Softphone using OpenCTI. Now I need to authenticate our customer's users through our OAuth2 provider. How I understood the best practice for using external ...
SlavaHq's user avatar
0 votes
1 answer
446 views

how Get returnValue from runApex() open cti

in callBack function of runApex(), it reruns JSON...I want to get value from the callback function so that I could perform my logic but I am unable to do so because not having the exact value but a ...
sami ullah's user avatar
0 votes
1 answer
241 views

opencti - create a Call Log record against an account

I'm using opencti and trying to create a call log at the end of the call. All of the samples have the call log created as a 'task' but this doesn't actually make much sense (as its a log of a call ...
Brett's user avatar
  • 1
0 votes
2 answers
1k views

Is Open CTI integration (Call center) available for all Salesforce clouds (sales, service, marketing, health etc)

Is Open CTI integration (Call center) available for all Salesforce clouds (sales, service, marketing, health etc). Where can I find information about which modules/integrations/features are ...
BMEKA's user avatar
  • 1
0 votes
0 answers
293 views

IVR In Lightning Console

I am getting the below error in Lightning Console when call comes in and getting below error. Error: Uncaught Failed to initialize Open CTI. Ensure that it is loaded from the right frame with ...
Nirmallya Ghosh's user avatar
0 votes
1 answer
1k views

Using flowargs from open cti searchAndScreenPop

I am trying to open a flow with preloaded data. In order to do that, I use the OpenCTI searchAndScreenPop with flowargs parameter as follows: sforce.opencti.searchAndScreenPop({ searchParams: '...
Javi's user avatar
  • 90
0 votes
1 answer
667 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 ...
Philip Clark's user avatar
3 votes
0 answers
579 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 ...
Santanu Halder's user avatar
0 votes
0 answers
227 views

Lightning OpenCTI: searchAndScreenPop with default values

According to the documentation we should be able to make a call like this to prefill fields in the new record form: sforce.opencti.searchAndScreenPop({ searchParams:'Acme', callType: '...
Marco Kerwitz's user avatar
0 votes
0 answers
139 views

How can I stop a task from being created?

I have written a softphone for SF Classic. It displays in an iframe on SF pages. When a call comes in, SF can be set to pop to the incoming caller's contact page, if one exists, or pop to the "new ...
Steev0's user avatar
  • 63
2 votes
0 answers
1k views

Failed to initialize Open CTI. Ensure that it is loaded from the right frame with correct URL parameters

I'm trying to use an existing web page that's using Open CTI to emulate Softphone screen popping and using Apex together with Lightning. I'm trying to do this by having it inside a Utiliy Bar ...
Vasi's user avatar
  • 21
1 vote
0 answers
495 views

Issue using <lightning:clickToDial> on a custom component with OpenCTI

I'm trying to use in some of my components after having set up a Call Center with OpenCTI. I have the Phone utility placed on the app and am able to use it with any SF Lists or Record pages without ...
Jacob's user avatar
  • 81
0 votes
1 answer
518 views

Does Open CTI works in community

Does Open CTI works in community ? I couldn't find anything in the documentation of Open CTI right now. Any help will be appreciated.
Anzar's user avatar
  • 954