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 voice 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.

After completing the softphone layout your agents will be able to use the search page to see all matching records to a specific search. They will be able to assign a single record from the search results to an interaction.

After you log into Salesforce do the following:

  1. On the Setup panel, in the Quick Find box, enter Softphone Layouts.

  2. Under Feature Settings > Service > Call Center, select Softphone Layouts.

  3. Click New to create a new layout of click Edit to modify an existing layout.

  4. Enter a Name for your layout.

  5. Check the Is Default Layout box.

  6. For Call type, select Inbound.

  7. Under Softphone Layout, open the Display these call-related fields section and move call-related items you want agents to see on the layout from the Available list to the Selections list. Enghouse Interactive recommends you include Caller ID and Dialed Number in your selections.

  8. Open the Display these salesforce.com objects section and move the salesforce.com objects you want agents to see on the layout from the Available list to the Selections list. Enghouse Interactive recommends you include Account, Contact, Lead, and Case in your selections.

  9. Although you may add or change objects, ensure that the following objects are set as needed:

  • If single Account found, display: Account Name

  • If single Contact found, display: Name

  • If single Lead found, display: Name

  • If single Case found, display: Case Number

  1. Under the Screen Pop Settings section, ensure that the following objects are set as needed:

  • Screen pops open within: Existing browser window

  • No matching records: Pop to new Contact

  • Single-matching record: Pop detail page

  • Multiple-matching records: Pop to search page.

  1. Click Save.

Add CORS

  1. On the Setup panel, in the Quick Find box, enter CORS.

  2. Under Security, select CORS.

  3. On the CORS page, in the Cross Origin Resource Sharing (CORS) Policy Settings section, click Edit.

  4. Check the Enable CORS for OAuth endpoints box.

  5. Click Save.

Add Trusted URLs

You must enter your trusted URL so that Salesforce will open your app.

  1. On the Setup panel, in the Quick Find box, enter Trusted URLs.

  2. Under Security, select Trusted URLs.

  3. Above the Trusted URLs list, click New Trusted URL.

  4. In the Trusted URL Information section, enter the following:

  • API Name: EnghouseRemote

  • URL: https://api.cxengage.net

  • Description: Short description of the trusted URL

  • Check the Active box.

  1. In the Content Security Policy (CSP) Settings section, for the CSP Context, select All.

  2. Check all of the CSP Directives boxes to enable them.

  3. Click Save.

    Now, test your setup by making an inbound and outbound call in Salesforce.

  1. In Salesforce, go to App Launcher and search for CxEngage Phone.

  2. Under Apps, click CxEngage Phone. The CxEngage Phone App opens.

  3. At the bottom of the page, click the Phone button.

  4. Log into CxEngage to make inbound and outbound call.

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.