OneCloud: Deploying the OneCloud for Salesforce Softphone

Table of Contents

Pre-requisites #

OneCloud Add-on License (per User)
Salesforce License:
-Professional (with API Add-on)
-Enterprise
-Unlimited­­­­
Salesforce Administration Access
Salesforce Lightning Apps

 

Deployment Steps #

Call Center
In Salesforce Setup, search for Call Centers in Quick Find and navigate to it.
Select Import and upload the Call Center Definition File provided by TelWare.

While in the details of the OneCloud Call Center, select Manage Call Center Users and add the Salesforce users that should have access to the softphone.

 

Assign to App(s)
In Salesforce Setup, search for App Manager in Quick Find and navigate to it.
Here you will select which Salesforce Apps to add the softphone utility item to.  Repeat the steps for each App you wish to add it to.

Find the App that you would like to add the softphone to.  Select the dropdown arrow on the far right and select Edit.
Select Utility Items from the left-hand navigation.
Select Add Utility Item, and add OpenCTI Softphone.
Label it: OneCloud.
Here you can also change the icon that will show on the Utility Bar.  Panel width and height will be overwritten by the application.
Select Save to update the App.

 

Screen Pop Settings #

In Salesforce Setup, search for Softphone Layout in Quick Find and navigate to it.
We suggest you just edit the Standard Softphone Layout, but the next steps can be customized to fit your company’s needs.

This is where you will alter the functionality of the screen pop settings.  Other settings will not affect the softphone’s functionality.

 

Install Managed Package #

For this step, you will use the TelWare provided download link and installation key for the managed package.

Once you have navigated to the URL (using the provided link), you will need to enter the installation key as well as select which type of users the package will be installed for.  It is recommended for most deployments to select Install for All Users.

Select Install to install the package.

 

Salesforce admins will receive an email when the package is finished installing.