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            Design and Assign Softphone Layouts

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            Design and Assign Softphone Layouts

            A softphone is a customizable call-control tool that appears to users assigned to a call center. Similar to page layouts, you can design custom softphone layouts and assign them to Call Center users based on their user profile.

            Required Editions

            View supported editions.
            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.

            User Permissions Needed
            To view, create, edit, or delete a softphone layout: Manage Call Centers
            To assign a softphone layout to a user profile: Manage Call Centers

            Design a Custom Softphone Layout

            In a softphone layout, you can control the call-related fields that are displayed and the Salesforce objects that are searched for an incoming call.

            Required Editions

            1. From Setup, enter Softphone Layouts in the Quick Find box, then select Softphone Layouts.
            2. Click New to create a softphone layout definition, or click Edit next to the name of an existing layout definition to view or modify it.
            3. In the Name field, enter a label that uniquely identifies your softphone layout definition.
            4. In the Select Call Type picklist, choose the type of call for which the currently displayed softphone layout must be used. Every softphone layout definition allows you to specify different layouts for inbound, outbound, and internal calls. These three layouts are grouped in a single softphone layout definition.
            5. In the Display these call-related fields section, click Edit to add, remove, or change the order of fields in the currently displayed softphone layout:
              • To add a field to the softphone layout, select it in the Available list and click Add.
              • To remove a field from the softphone layout, select it in the Selections list and click Remove.
              • To change the order of a field in the softphone layout, select it in the Selections list and click Up or Down.

              Any changes that you make are automatically updated in the softphone layout preview image on the right side of the page. To hide the Available and Selections lists, click Collapse.

              Phone-related fields only appear in a user's softphone if a valid value for that field is available. For example, if you add a Caller ID field to the layout of an outbound call, Caller ID doesn’t appear.

            6. In the Display these Salesforce Objects section, click Add/Remove Objects to add, remove, or change the order of links to call-related objects.
            7. Below the list of selected objects, click Edit next to each If single <Object> found, display row to specify the fields that must be displayed in the softphone layout if a single record for that object is the only record found. You can add, remove, or change the order of fields.
            8. In the Screen Pop Settings section (for inbound call types), click Edit next to each type of record-matching row to specify which screens display when the details of an inbound call match or don't match existing records in Salesforce. The following table describes each record-matching row and its screen pop options:
              Record-Matching Row Description Screen Pop Options
              Screen pops open within Use to set where screen pops display.
              Existing browser window
              Select to display in open browser windows.
              New browser window or tab
              Select to display in new browser windows or tabs.

              Users' browsers handle these settings differently:

              • Internet Explorer 6.0 always displays screen pops in new windows.
              • Internet Explorer 7.0 displays screen pops based on what users select in its tabs settings.
              • Firefox 3.5 displays screen pops based on what users select in its tabs settings.
              No matching records Use to set the screen pop options for when the details of an inbound call don't match any existing Salesforce records.
              Don't pop any screen
              Select if you don't want any screen to display.
              Pop to new
              Select to display a new record page you specify from the dropdown list.
              Pop to Visualforce page
              Select to display a specific Visualforce page.
              The CTI adapter passes data from the call to the Visualforce page via a URL, including at least ANI (the caller ID) and DNIS (the number that the caller dialed). The URL can pass more data to the Visualforce page if necessary.
              Pop to flow
              Select to display a specific flow. You can use active screen flows only.
              Single-matching record Use to set the screen pop options for when the details of an inbound call match one existing Salesforce record.
              Don't pop any screen
              Select if you don't want any screen to display.
              Pop detail page
              Select to display the matching record's detail page.
              Pop to Visualforce page
              Select to display a specific Visualforce page.
              The CTI adapter passes data from the call to the Visualforce page via a URL, including at least ANI (the caller ID) and DNIS (the number that the caller dialed). The URL can pass more data to the Visualforce page if necessary.
              Pop to flow
              Select to display a specific flow. You can use active screen flows only.
              Multiple-matching records Use to set the screen pop options for when the details of an inbound call match more than one existing Salesforce record.
              Don't pop any screen
              Select if you don't want any screen to display.
              Pop to search page
              Select to display a search page.
              Pop to Visualforce page
              Select to display a specific Visualforce page.
              The CTI adapter passes data from the call to the Visualforce page via a URL, including at least ANI (the caller ID) and DNIS (the number that the caller dialed). The URL can pass more data to the Visualforce page if necessary.
              Pop to flow
              Select to display a specific flow. You can use active screen flows only.

              To hide expanded record-matching rows, click Collapse.

            9. Configure softphone layouts for any remaining call types in the Select Call Type picklist.
            10. Click Save.
            Note
            Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details.

            Assign a Softphone Layout to a User Profile

            When you have defined one or more custom softphone layouts, assign them to user profiles.

            Required Editions

            1. From Setup, enter Softphone Layouts in the Quick Find box, then select Softphone Layouts.
            2. Click Layout Assignment.
            3. For each user profile that appears in the page, select the softphone layout that the profile must use. Profiles are only listed in this page if they include users that are currently assigned to a call center, or if they have already been assigned a custom softphone layout.
            4. Click Save.

            Call center users see their newly assigned softphone layout the next time they log into Salesforce.

            See Also

             
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