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How can I make the “CTI 2.0 or Higher Settings” section appear?

Knowledge Article Number 000199603
Description “CTI 2.0 or Higher Settings” section (as shown in the image below) is missing in the SoftPhone Layout Edit page. 

User-added image

Below are the click paths to check if you have the CTI 2.0 or Higher Settings:

A. For Enhanced User Interface:
  1. Setup
  2. Build
  3. Customize
  4. Call Center
  5. SoftPhone Layouts
  6. Edit (next to any Softphone Layout available).

B. For Non-Enhanced User Interface:
  1. Name
  2. Setup
  3. App Setup
  4. Customize
  5. Call Center
  6. SoftPhone Layouts
  7. Edit (next to any Softphone Layout available).


 
Resolution  
STEP 1 Make sure that a Call Center is already created in your organization. Please follow this steps based on your User Interface.
 
To view a list of call centers that has already been created in your org:

A. For Enhanced User interface:

1.     Build
2.     Customize
3.     Call Center
4.     Call Centers
 
B. For Non-Enhanced User interface:

1.     Name
2.     Setup
3.     App Setup
4.     Customize
5.     Call Center
6.     Call Centers
 
STEP 2 Assign Salesforce users to the appropriate call center. Please follow this steps based on your User Interface.
 
A. For Enhanced User interface:

1.     Build
2.     Customize
3.     Call Center
4.     Call Centers
5.     Name of the Call Center
6.     Manage Call Center Users
 
B. For Non-Enhanced User interface:

1.     Name
2.     Setup
3.     App Setup
4.     Customize
5.     Call Center
6.     Call Centers
7.     Name of the Call Center 
8.     Manage Call Center User
 
 
 

For more information about adding a user to a Call Center, please check Adding a User to a Call Center.




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