Salesforce Open CTI 2.0 Installation

1. Log into Salesforce using an administrator account.

2. Copy and paste the following URL into your web browser:
   https://your_salesforce_domain/packaging/installPackage.apexp?p0=04tdM000000DC9p
   Where your_salesforce_domain is the domain for your Salesforce instance.

3. On the Install CxEngage Skylight page, select who you want to have access to the application. Select one of the options: Install for Admins Only, Install for All Users, or Install for Specific Profiles.
4. Check the acknowledgment box.
5. Click Install.
6. When the installation is complete, click Done.
   
   Note: This creates two new call centers: CxEngage Skylight and CxEngage Skylight (Lightning)

Note: Existing call centers are version 1.0 of Open CTI. All new call centers are version 2.0.

1. From the Setup panel, go to Feature Settings > Service > Call Center > Call Centers.
2. From the list of call centers, select Edit for CxEngageSkylight (Lightning).
3. Complete the following steps based on the which region you use for Skylight :
1. Configure the Call Center CTI Adapter URL and CTI Adapter URL2.

• EU Region: https://eu-skylight.cxengage.net/?crmModule=salesforce-lightning

• US Region: https://skylight.cxengage.net/?crmModule=salesforce-lightning 

2. Click Save.
4. Add users to your call center in Salesforce:
   1. Under Call Center Users, click Manage Call Center Users.
   2. Click Add More Users.
   3. Use the search boxes to find specific users or with the search boxes empty, click Find to list all users.
      
   4. Check the box beside each user that you want to add to your call center. Check the box in the header to select All Users.
      Note: Users can only be part of one call center. If a user is already assigned to a different call center, their name does not display in the list of users. You must remove that user from the other call center before you are able to add them to this one. If you want to add all of your users to the CTI 2.0 call center, you can migrate your user data once you have completed the update.
   5. Click Add to Call Center.

1. On the Setup panel, in the Quick Find box, enter App Manager
2. Under Apps, click App Manager.
3. Click New Lightning App.
4. On the App Details & Branding page, enter an App Name for your app. For example, CxEngage Phone.
5. Click Next.
6. On the App Options page, under Navigation Style, select Console Navigation.
7. Ensure that under Supported Form Factors, Desktop and Phone is selected.
8. Click Next.
9. On the Utility Items (Desktop Only) page, click Add Utility Item.
10. Select Open CTI Softphone from the list.
11. Click Add Utility Item again.
12. Select Omni-Channel from the list.
13. Click Next.
14. On the Navigation Items page, add the desired items from the Available Items list to the Selected Items list. For example, Accounts, Cases, Contacts, Leads, Messaging Sessions, Campaigns, Opportunities, and Tasks.

    Cases and Contacts are required at minimum.

15. Click Next.
16. On the Navigation Rules page, keep the default settings or select an option.
17. Click Next.
18. On the User Profiles page, move the user profiles that you want to access this app from the Available Profiles list to the Selected Profiles list.
19. Click Save & Finish.

Note: Because Salesforce disables Connected Apps by default on all new organizations, Enghouse Interactive recommends you use External Client Apps.

To create and configure the CxEngage app, do the following:

1. On the Setup panel, in the Quick Find box, enter External Client Apps.
2. Under External Client Apps, select Settings.
3. On the External Client App Settings page, toggle Allow creation of connected apps to On.
4. On the Enable Connected App Creation? dialog, click Enable.
5. Select New Connected App.
6. For the new connected app, under Basic Information, fill in the fields with the appropriate information, for example:
   • Connected App Name: CxEngage Connected App
   • API Name: CxEngage_Connected_App
   • Contact Email: Your email address where Salesforce will send communications
7. Under API (Enable OAuth Settings), check the Enable OAuth Settings box.
8. In the Callback URL box, enter http://localhost.
9. Under Selected OAuth Scopes, click the Add arrow to move Manage user data via APIs (api) from the Available OAuth Scopes list to the Selected OAuth Scopes list.
10. Click Save and continue.

When you save the app, your Consumer Key and Consumer Secret are generated. Save this information so that you can easily access it when you create your Salesforce integration and listeners in CxEngage.

Complete your setup of the External Client App by defining the following settings:

1. On the Setup panel, in the Quick Find box, enter OAuth and OpenID Connect Settings.

2. Under Identity, select OAuth and OpenID Connect Settings.

3. On the OAuth and OpenID Connect Settings page toggle Allow OAuth Username-Password Flows to On.

4. On the Setup panel, in the Quick Find box, enter Remote Site Settings.

5. Under Security, select Remote Site Settings.

6. Click New Remote Site.

7. Complete the following fields:

• Remote Site Name: EnghouseRemote

• Remote Site URL: The URL is based on the region.
  EU Remote Site URL: https://eu-west-1-prod-api.cxengage.net
  US Remote Site URL: https://us-east-1-prod-api.cxengage.net
  

8. Check the Active box.

9. Click Save.

1. Log into Salesforce.

2. On the Setup panel, in the Quick Find box, enter Routing.

3. Under Omni-Channel, select Routing Configurations.
   Note: If Omni-Channel is not enabled, you will need to turn it on before continuing.

4. In the Routing Configurations list, click Edit on the Enghouse_External_Queue_Routing line.

5. Under Routing Settings, for the Routing Model, select External Routing.

6. Click Save.

Note: If you already have a Salesforce Open CTI 2.0 integration, you can skip this step.

To configure a new Salesforce integration:

1. Log in to CxEngage for your region.
2. Navigate to Configuration > Integrations.
3. Click an existing Salesforce Integration to modify it or click Create to Create a new Salesforce integration.
   If creating a new integration, use the following settings:
   

   Parameter	Description
   Type	Select Salesforce.
   Name	Enter a unique integration name.
   Description	Enter a unique description for the integration.
   Username	Enter the Salesforce Username associated with the Salesforce account.
   Password	Enter the password associated with the Salesforce Username.
   Consumer Key	The Consumer Key for the app you created in Salesforce. Log into Salesforce and navigate to Setup > App Manager > View Connected App. Select the Connected App you created for CxEngage. Click Manage Consumer Details. Copy the Consumer key and paste it in the Consumer Key field.
   Consumer Secret	The Consumer Secret for the app you created in Salesforce. Log into Salesforce and navigate to Setup > App Manager > View Connected App. Select the Connected App you created for CxEngage. Click Manage Consumer Details. Copy the Consumer Secret and paste it in the Consumer Secret field.
   Security Token	Log into Salesforce. Click on the profile icon. Click on the Reset security token button. The Security Token is emailed to the user. Copy and paste the Security Token in this field.
   Login URL	The URL of the instance of Salesforce that you want to use with CxEngage. Log into Salesforce and navigate to Setup > Search for My Domain. Copy ‘My Domain’ and paste it in the Login URL field.
   Activity Records	Click the status indicator to enable CxEngage activity records to be sent to Salesforce. The indicator is gray when disabled and green when enabled.

4. Click Submit to save your integration.
5. Enable your integration. Click your new integration in the Integration Management list and click the status indicator next to the integration name. The indicator is gray when disabled and green when enabled.
6. Click Submit to save your enabled integration.