Skip to end of metadata
  • Created by Former user, last modified by Former user on Mar 30, 2021
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 26 Next »

Create a Salesforce Account

The first thing required to use CTI connector is having a salesforce account. If you don’t have an account already visit https://login.salesforce.com to create one.

Install Expertflow package

             Login to Salesforce and copy-paste the installation link given for the package. Select the “Install for all users” option from the installation wizard, it will start installing the package and notify you when it’s done. 

Note: If you have previously installed package delete that first and then install new package to avoid any inconvenience. In order to uninstall the package, go to installed packages from Quick Find and click uninstall for relevant package. In the next page select "" and click the checkbox "Yes, I want to uninstall this package and permanently delete all associated components" and press uninstall.

Once this package is installed successfully, install second package named "EF Unmanaged" from https://login.salesforce.com/packaging/installPackage.apexp?p0=04t5g0000011RPH&isdtp=p1

           In case of any issues faced during installing a package, you can refer to the relevant documentation at https://help.salesforce.com/articleView?id=distribution_installing_packages.htm&type=5

Configure CTI Adapter URL

In order to configure the CTI Adapter Url field, we must know how the CTI Adapter Url field is populated? Its value depends on a number of factors like the package you installed was a managed or unmanaged package or whether you are using your own custom domain or not. Based upon these parameters adapter URL is configured.

  • /apex/loginUI
  • /apex/namespace__loginUI (when using a managed package. In order to find namespace from quick find enter installed packages then see namespace prefix from the Expertflow package)
  • HTTPS://<myDomain>.my.salesforce.com/apex/loginUI (when using My Domain)
  • HTTPS://<namespace-dev-ed>.my.salesforce.com/apex/namespace_loginUI (when using a managed package and My Domain)

From Setup, in the Quick Find box, enter Call Centers, then select Call Centers. On the next page, press Continue. Open Call Center with the name “Expertflow  Call Center Adapter” and click Edit. Populate the field based on the package type (Managed/unmanaged) and if you are using a custom domain or not.

Documentation reference: https://developer.salesforce.com/wiki/lightning_open_cti


Assign users to call center

Open Call Center with the name “Expertflow  Call Center Adapter”. Towards the bottom you’ll find the “Manage call center users” option, if you can’t find manage “Manage call center users” then first save the call center and then look for same option. Click this option and on the next page click “Add more users”, select desired user(s), and then click “Add to call center”.

Documentation Reference: https://help.salesforce.com/articleView?id=cti_admin_manageagentsadd.htm&type=5

Enable Custom object tab

  1. From Setup, in the Quick Find box, enter Tabs, then select Tabs.
  2. Click New in the Custom Object Tabs related list.
  3. Select the custom object “agent” to appear in the custom tab.
  4. Click the Tab Style lookup icon to show the Tab Style Selector and select any according to your preference.
  5. Other fields are optional. once done, click next.
  6. Choose the user profiles that you want to have access to the new custom tab, preferably select all profiles if not already and click next.
  7. Choose the user profiles that you want to have access to the new custom tab, go with defaults. You must select your application if not selected already.
  8. Select the Append tab to users' existing personal customizations then press “save”. 


Reference documentation link: https://help.salesforce.com/articleView?id=creating_custom_object_tabs.htm&type=5

Create and configure a lightning app

From Setup, in the Quick Find box enter App Manager. Open app manager, Click “New Lightning App” from the top right corner. Enter the name of the app and developer, other options are not mandatory but if you want you can choose according to your preferences. Select next, go with the default options and click next. Click “Add Utility Items”, type “Open CTI softphone” add the softphone to your app by clicking it. Set panel height to 500 and width to 400 and click next. On the next screen, add accounts, contacts, leads, tasks, and agents from available items. Last but not least select all profiles and add them. After adding them click “Save & Finish”.


Add configuration in custom settings

First of all, we would enter your finesse server url for establishing a connection. From Setup, in the quick find box, search “Custom settings”. Open custom settings and click “Manage” from “Configuration Url” setting. At the top of “Default Organization Level Value,” you will find “new”, click it and on the next page enter your finesse url in “connectionurl” field with port 7443 and protocol http-bind like this “https://uccx116p.ef.com:7443/http-bind/”. In the domain field enter your domain for finesse as “uccx116p.ef.com” and in salesforce_domain field provide your salesforce domain for example "expertflow4-dev-ed.lightning.force.com".

Once added, click Save.

Now we would manage our priority for searching records when a call is initiated. Move back to the custom setting page and this time select “Manage” from the “Search records” setting. Click “new” and then in the priority field enter the priority for searching Contacts, Accounts, and Leads in your application. So if you enter “Contacts, Accounts, Leads” in your field then contacts will be searched first then accounts and lead at the end. If you don’t want to search for any specific object among these, then don’t include it. For example, you want to search records on a call from contacts and leads only then you should enter “Contacts, Leads”. Click Save.

After that move back to the custom setting page and this time select “Manage” from the “admin” setting. Click “new” and then in the username field provide value "administrator" and in password field provide value "Expertflow464" and then save. Once done, again move back to the custom setting page and this time select “Manage” from the “License” setting. Click “new” and then in the key field provide value "Expertflow App" and save.

Due to two packages there will be some redundant configurations, provide same values for configuration settings if configs are same (they have same name).


Documentation Reference: https://help.salesforce.com/articleView?id=cs_add_data.htm&type=5

Enable Logs

From Setup, open “Object Manager” in the top left adjacent to “Home”. Open it and then open search “agent”, once found open that. From the left pane, select “Page Layouts”.  Open agent Layout, there will be multiple sections on next page, from the top section navigate to the drop-down list provided and select “Related lists”. Select “Notes and Attachments” from the right panel and then drag it to the “Related Lists” panel at the bottom. Once added, click save from the top left.


Configure Fields for tasks

From Setup, open “Object Manager” adjacent to “Home” and search for “Task”, open Task. Click “Fields & Relationships” from the left panel. For the fields “Call Duration”, “Call Result”, “Call Type” perform the following set of actions for each of these

  • Click the Field, such as “Call Duration”
  • Click “View Field Accessibility”
  • From Field Accessibility for Field drop-down menu, Select respective field such as “Call Duration”
  • Select Field Access (Read-only) from “Standard User”
  • In the “Page Layout” section tick the checkbox “Visible”.
  • Click Save

Perform these steps for all three fields separately.

Connect to VPN

In order to use the application, make sure you are connected to VPN if your finesse services access is restricted to a VPN connection. Otherwise, you do not need to connect to VPN.

SSL Certificates

Before using application accept SSL Certificates for Finesse to avoid any issue.

Login agent

Open your application from the top left 9-dotted pattern icon, adjacent to “Setup”. If you can’t find it, search using the name you used while creating an application. Once opened, Maximize Softphone by click on “Phone” from the bottom left corner, enter agent credentials, and press login.


  • No labels