Setting up Salesforce Open CTI 2.0 Voice

After performing these steps to integrate CxEngage and Salesforce, agents can answer calls using the Skylight Agent Toolbar in Salesforce.

Before You Begin

To integrate CxEngage with Salesforce for email interactions, you must:

  • Be an Administrator in your Salesforce organization
  • Be an Administrator in your CxEngage tenant

Important: You must perform the initial setups found on the Open CTI 2.0 Installation page before you are able to set up voice in Salesforce.

Now you can move on to set up email in Salesforce.

Once you have updated to Salesforce Open CTI 2.0 you must also migrate your data and users. For detailed instructions see Migrating Data to Open CTI 2.0.