Install Salesforce Open CTI for Contact Center Console

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

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

To use the Identity Verification feature, integrate the Salesforce Open CTI in your org.

• Download and configure the Open CTI demo adapter using this zip file: EUC_open-cti-demo-adapter.zip.

• Deploy the CTI adapter. For more information, see Open CTI Demo Adapter documentation in GitHub.

  • Extract the EUC_open-cti-demo-adapter.zip file.

  • In the extracted folder, open the build.properties file.

  • Enter your org credentials in sf.username, sf.password, and sf.serverurl.

  • Open the extracted folder open-cti-demo-adapter in a terminal.

  • To deploy the CTI adapter, run the command ant deployAll -lib ant-salesforce.jar.

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

To test Open CTI Softphone as a standard user:

• Go to Setup, and locate the user profile you wish to edit.

• In the profile, find Enabled Apex Class Access, click Edit and add SoftphoneContactSearchController, SoftphoneProviderController, and SoftphoneProviderHelper.

• In Enabled Visualforce Page Access, click Edit and add demoAdapterPage.

• Save your changes.

• Next, go to Users in Setup and locate a specific user you wish to edit.

• On the User Detail page, under Permission Set Assignments, assign the EnergyRuntimeIDVService permission set to the user. Save your changes.

• On the User Detail page, click Edit and find the Call Center field. Enter and lookup Demo Call Center Adapter.

• Save your changes.