Configuring Skylight in Salesforce Classic

After you have installed the managed package in your Salesforce organization, you're ready to configure the toolbar. To configure Skylight, you need to:

  1. Point the CTI Adapter to Skylight
  2. Configure User Permissions
  3. Customize the softphone layout

Pointing the CTI Adapter to Skylight

  1. Log in to Salesforce.
  2. Click Your Name > Setup.
  3. In the sidebar under App Setup, click Customize > Call Center > Call Centers.

    If the Getting Started with Salesforce CRM Call Center page displays, click Continue.

  4. Next to agent tool bar, click Edit.
  5. In CTI Adapter URL, enter the Skylight URL for your tenant's region:

    If you're using Single Sign On (SSO), you can specify the user, tenant, or identity provider in the URL. See Compose a Login URL with a Specific User, Tenant, and Identity Provider

  6. Update the Softphone Width and Softphone Height.
    • For Salesforce Classic, the recommended width is 400 and height is 800.
    • For Salesforce Lightning Experience, the recommended width is 400 and height is 700.
  7. Click Save.

Configuring User Permissions

Configure the Salesforce permissions for users that will use Skylight to ensure they can access it.

  This procedure provides the steps to configure permissions for a single user. If you want to perform a bulk configuration on a set of users, you can use the Manage Call Center Users feature. For more details, see your Salesforce documentation.

  1. In the sidebar under Administration Setup, click Manage Users > Users.

  2. Click the name of the user that will have access to the toolbar.
  3. Click Edit.
  4. Update the user's details under General Information:
    • Select the Service Cloud User check box.
    • In Call Center, select CxEngage Skylight.
  5. Click Save.

Customizing the Softphone Behavior

You can optionally customize which Salesforce call-related fields and objects are displayed.

  1. In the sidebar under App Setup, click Customize > Call Center > Softphone Layouts.

    If the "Getting Started with Salesforce CRM Call Center" page opens, click Continue.

  2. Click New to create a softphone layout or Edit to edit the default layout.

  3. Configure the softphone layout.

    Use these settings as a guide when you create a softphone layout:

    General

    Field Value(s)
    Name Default Softphone Layout
    Is Default Layout (Select the checkbox)
    Select Call Type Inbound

    Softphone Layout

    Field Value(s)
    Display these call-related fields:
    • Caller ID
    • Dialed Number
    Display these salesforce.com objects:
    • Account
    • Contact
    • Lead
    • Campaign
    • Opportunity
    • Case

    If single Account found, display:

    Account Name
    If single Contact found, display: Name
    If single Lead found, display: Name
    If single Campaign found, display: Campaign Name
    If single Opportunity found, display: Opportunity Name
    If single Case found, display: Case Number

    CTI 2.0 or Higher Settings - Screen Pop Settings

    Field Value(s)
    Screen pops open within:

    Existing browser window

      If you choose to configure screen pops to open in a new window, agents must ensure that their web browser is configured to allow pop-up windows.
    No matching records: Pop to new Contact
    Single-matching record: Pop detail page
    Multiple-matching records: Pop to search page
  4. Click Save.

What to do next

To complete the configuration and enable activity record integration between CxEngage and Salesforce, you must go to the CxEngage Configuration user interface and update the Salesforce integration.

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