Salesforce Cti Admin Cheatsheet
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GETTING STARTED WITH SETTING UP CALL
CENTERS
Summary
Installing CTI Adapters
Salesforce CRM Call Center
improves the productivity of
your call center users by
providing fast and easy
access to accounts contacts
cases and other Salesforce
objects that are directly
related to incoming calls By
embedding a SoftPhone
within the Salesforce user
interface Salesforce CRM
Call Center allows your users
to perform all the functions
of their job from a single
application
Any machine that uses Salesforce CRM Call Center must have a computertelephony integration CTI
adapter installed for the type of CTI system that is in use The CTI adapter acts as an intermediary between
the thirdparty CTI system Salesforce and a Salesforce CRM Call Center user
The minimum system requirements for a CTI adapter are
For adapters built with CTI version or higher
Microsoft Internet Explorer Mozilla Firefox Apple Safari Google Chrome Internet
Explorer isnt supported
Microsoft Windows XP with Microsoft NET framework
For adapters built with previous versions of CTI
Internet Explorer or Firefox or Safari Chrome and Internet Explorer arent supported
For Windows bit bit Internet Explorer Firefox or
For Windows bit bit Internet Explorer Firefox or
MB of RAM MB recommended
MB of disk space minimum
Intel Pentium II processor MHz or above
Windows XP
To install a CTI adapter
Visit the AppExchange to download an adapter that can work with your thirdparty CTI system
Run the CTI adapters Setupexe application as a Windows administrator
Note Developers build adapters using the CTI Toolkit Different versions of the CTI Toolkit provide
users with different Salesforce CRM Call Center functionality
Last updated February
Getting Started with Setting Up Call Centers
Creating a Call Center
Creating a Call Center
Call Center Definition
Files
A call center definition file
specifies a set of fields and
values that are used to
define a call center in
Salesforce for a particular CTI
adapter Salesforce uses call
center definition files in order
to support the integration of
Salesforce CRM Call Center
with multiple CTI vendors
The first instance of a call
center record for a particular
CTI adapter must be defined
by importing the adapters
call center definition file
Subsequent call centers for
a CTI adapter can be created
by cloning the original call
center record
A call center corresponds to a single instance of a CTI system at your organization
To create your first call center for a CTI adapter that was just installed
In Salesforce from Setup enter Call Centers in the Quick Find box then select Call
Centers
If the Introducing Salesforce CRM Call Center splash page appears click Continue
Click Import
Next to the Call Center Definition File field click Browse to navigate to the default
call center definition file in your CTI adapter installation directory This XML file is named after the type
of CTI system that the adapter supports For example the Cisco IPCC Enterprise adapters default call
center definition file is named CiscoIPCCEnterprisexxml Click Open to enter the path
in the Call Center Definition File field
Click Import
Click Edit next to the name of the new call center to make any additional changes
To create additional call centers for a particular CTI adapter
In the Call Centers list page click the name of a call center that uses the same CTI adapter as the call
center that you want to create
Click Clone
Specify a unique value for Internal Name This name identifies the new call center record in
Salesforce and is limited to alphanumeric characters It must start with an alphabetic character
Make any additional changes to the new call center as necessary
Click Save
Assigning Users to a Call Center
Salesforce users must be assigned to a call center before they can use a SoftPhone
To assign users to a call center
From Setup enter Call Centers in the Quick Find box then select Call Centers
Click the name of the call center to which you want to assign users
In the Call Center Users related list click Manage Call Center Users
Click Add More Users
Specify criteria to find the users who should be assigned to the call center
Click Find All users who already belong to a call center are excluded from search results because a
user can only be assigned to one call center at a time
Select the checkbox next to each user who should be assigned to the call center and click Add to
Call Center
Note To change a users call center first remove him or her from their current call center and then
add him or her to the new call center You can view a users call center on the User detail page
Getting Started with Setting Up Call Centers
Adding Directory Numbers
Adding Directory Numbers
Important
When you delete a call
center all associated
directory numbers are also
deleted
Every call center includes a directory that lists the phone number of every user assigned to the call center
You can customize call center directories by adding additional directory numbers either to a single call
center or to all defined call centers in your organization If you have a large number of directory numbers
to define use the Lightning Platform Data Loader to create them in one step See What is the Lightning
Platform Data Loader in the online help
To add a custom directory number
From Setup enter Directory Numbers in the Quick Find box then select Directory
Numbers
Click New
In the Name field enter a label that identifies the directory number
In the Phone field enter the phone number including any international country codes Dialing
prefixes such as or do not need to be included
In the Call Center field select the call center directory to which you want to add the new
number To add the number to every call center in your organization choose Global
Optionally in the Description field enter text that provides further information about the
additional directory number
Click Save
Customizing SoftPhone Layouts
Previewing SoftPhone
Layouts
By default the Preview
image shows the SoftPhone
layout if more than one
callrelated record is found
When this occurs only the
name of each record is
displayed in the SoftPhone
To preview the SoftPhone
layout if only one matching
record is found hover your
mouse over the row that lists
this object in the If an
exact match is
found display
these fields section
Similar to page layouts you can design custom SoftPhone layouts and assign them to call center users
based on their user profile
To define a custom SoftPhone layout
From Setup enter SoftPhone Layouts in the Quick Find box then select SoftPhone
Layouts
Click New
In the Name field enter a label that uniquely identifies your layout
In the Select Call Type picklist choose the type of call for which the currently displayed
SoftPhone layout should be used A single SoftPhone layout definition allows you to specify different
layouts for inbound outbound and internal calls
In the Display these callrelated fields section click Edit to add remove or
change the order of fields that are directly related to a phone call such as the number of the caller or
the number that was dialed
In the Display these Salesforce objects section click AddRemove Objects to add
remove or change the order of links to callrelated objects
Below the list of selected objects click Edit next to each If single Object found
display row to specify the fields that should be displayed if a single record of that type is the only
record that is found
In the Screen Pop Settings section for inbound call types click Edit next to each type of
recordmatching row to specify which screens should display when the details of an inbound call
Getting Started with Setting Up Call Centers
Customizing SoftPhone Layouts
match or dont match existing records in Salesforce The following table describes each recordmatching
row and its screen pop options
RecordMatching
Row
Description
Screen Pop Options
Screen pops
open within
Use to set where
screen pops display
Existing browser window
Select to display in open browser windows
New browser window or tab
Select to display in new browser windows or
tabs
Users browsers may handle these settings
differently
Internet Explorer always displays screen pops
in new windows
Internet Explorer displays screen pops based
on what users select in its tabs settings
Firefox displays screen pops based on what
users select in its tabs settings
No matching
records
Use to set the screen Dont pop any screen
pop options for when
Select if you dont want any screen to display
the details of an
Pop to new
inbound call dont
Select to display a new record page you specify
match any existing
from the dropdown list
Salesforce records
Pop to Visualforce page
Select to display a specific Visualforce page
The CTI adapter passes data from the call to the
Visualforce page via a URL This includes at least
ANI the caller ID and DNIS the number
that the caller dialed The URL can pass more
data to the Visualforce page if necessary
Singlematching Use to set the screen Dont pop any screen
pop options for when
record
Select if you dont want any screen to display
the details of an
inbound call match
one existing
Salesforce record
Pop detail page
Select to display the matching records detail
page
Pop to Visualforce page
Select to display a specific Visualforce page
The CTI adapter passes data from the call to the
Visualforce page via a URL This includes at least
ANI the caller ID and DNIS the number
that the caller dialed The URL can pass more
data to the Visualforce page if necessary
Getting Started with Setting Up Call Centers
RecordMatching
Row
Customizing SoftPhone Layouts
Description
Screen Pop Options
Multiplematching Use to set the screen Dont pop any screen
pop options for when
records
Select if you dont want any screen to display
the details of an
inbound call match
more than one
existing Salesforce
record
Pop to search page
Select to display a search page
Pop to Visualforce page
Select to display a specific Visualforce page
The CTI adapter passes data from the call to the
Visualforce page via a URL This includes at least
ANI the caller ID and DNIS the number
that the caller dialed The URL can pass more
data to the Visualforce page if necessary
To hide expanded recordmatching rows click Collapse
Configure layouts for any remaining call types in the Select Call Type list
Click Save
To assign a custom SoftPhone layout to a user profile
From Setup enter SoftPhone Layouts in the Quick Find box then select SoftPhone
Layouts
Click Layout Assignment
For each user profile that appears on the page select the SoftPhone layout that the profile should
use Profiles are only listed in this page if they include users that are currently assigned to a call center
or if they have already been assigned a custom SoftPhone layout The number in parentheses shows
the number of call center users who are assigned to that profile
Click Save
