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            Setting up Salesforce Open CTI for Agent Console

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            Setting up Salesforce Open CTI for Agent Console

            Install the Salesforce Open CTI to enable service reps to receive calls and use the Identity Verification feature in Energy and Utility Agent Console.

            Required Editions

            Required Editions

            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Energy and Utilities Cloud
            Important
            Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Service Cloud Voice. For more information, see this Knowledge Article.

            To enable your contact center users to take advantage of the latest phone channel innovations, Salesforce recommends that you modernize your experience by moving to Service Cloud Voice. Service Cloud Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Service Cloud Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. See Get to Know Service Cloud Voice.

            Note
            Note Deploying Salesforce Open CTI requires knowledge of Salesforce developer tools and practices. Work with an experienced developer, or consider working with a Salesforce implementation partner.

            Install Apache ANT

            Apache ANT is a Java library and command-line tool for automating software build processes.

            To download an install Apache ANT for Windows, first install Chocolatey . Then open the Windows command terminal and run this command: 

            choco install ant

            To download and install Apache ANT for MacOS, first install HomeBrew. Then open the MacOS command terminal and run this command: 

            brew install ant

            Deploy CTI Adapter

            With the CTI adapter package, you can test Open CTI for Lightning Experience.

            For more information, see Open CTI Demo Adapter documentation in GitHub.

            Optionally, to integrate objects into your CTI system, see Integrate the Engagement Objects Into Your CTI System.

            1. Extract the EUC_open-cti-demo-adapter.zip file.
            2. In the extracted folder, open the build.properties file.
            3. Enter your org credentials in sf.username, sf.password, and sf.serverurl.
            4. Open the extracted folder open-cti-demo-adapter in a terminal.
            5. To deploy the CTI adapter, run this command: 
              ant deployAll -lib ant- salesforce.jar

            Test Open CTI Softphone as a Standard User

            You can test the identity verification feature of Agent Console using the Open CTI softphone package to simulate a call from a customer.

            1. From Setup, find and select Profile.
            2. Click a user profile you want to assign as an Open CTI softphone user.
            3. In the profile, in Enabled Apex Class Access, click Edit.
            4. Add SoftphoneContactSearchController, SoftphoneProviderController, and SoftphoneProviderHelp from the Available Apex Class column to the Enabled Apex Classes column.
            5. Save your changes.
            6. In the profile, in Enabled Visualforce Page Access, click Edit.
            7. Add demoAdapterPage from the Available Visualforce Pages column to the Enabled Visualforce Pages column.
            8. Save your changes.
            9. From Setup, find and select Users.
            10. Click a user you want to assign the call center adapter to.
            11. On the User Detail page, click Edit.
            12. In Call Center, enter Demo Call Center Adapter.
            13. Save your changes.
             
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