Configure CTI Softphone for the Contact Center

Import a definition file, add directory numbers, and customize the softphone layout for your CTI integration.

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud

User Permissions Needed
To use the Contact Center for Health Cloud	Contact Center for Health Cloud permission set
To add users to a call center	Manage Call Centers
To import call center definition files	Customize Application

Note If you’ve built a custom CTI adapter, make sure you first create a definition file to support the customization.

From Setup, in the Quick Find box, enter Call Center, and then click Call Center.
In Getting Started, click Continue.
In the Call Center Import window, click Import to bring in details from a Call Center Definition File.
Add the contact center user to the contact center. In Call Center Users, click Manage Call Center Users to add the contact center user.
Add a contact center directory number.
Customize the softphone layout for your contact center. Click Edit next to Standard Softphone Layout to make your changes.
Save your changes.

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