IMPORTANT: The Salesforce softphone is currently in development and beta status with limited users. Reach out to TelWare for more information and availability.
The OneCloud for Salesforce softphone is a customizable call control tool that appears in the sidebar of every salesforce.com page if a user is assigned to a call center.
Prerequisites #
In order to install the OneCloud Salesforce Softphone, you must be a Salesforce Admin.
To manage call centers, call center users, call center directories, and Softphone layouts, you must have the permissions to Manage Call Centers.
Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
Download and Install the Managed Package #
Edit the domain and subscriber package version id in the below URL. Your domain is what you use to log into Salesforce. The subscriber package version id will be provided by TelWare.
Go to the edited URL to download and install the managed package.
Import the Call Center XML File #
Download the below XML file to import into your Salesforce instance.
1. Go to Setup.
2. Search for Call Centers in the quick find and go to the Call Centers page.
If shown the “Get Started” page, press continue.
3. Click the Import button.
4. Choose the .xml file previously downloaded and import.
Add Users to Call Center #
1. Go to Setup.
2. Search for Call Centers in the quick find to open the Call Center page.
If shown the “Get Started” page, press continue.
3. Click on the name OneCloud Call Center.
4. Click the Manage Call Center Users button.
5. Click Add More Users.
6. Enter your search criteria to find users and then click Find.
7. Select the User(s) you would like to add and press Add to Call Center.
More information can be found on Salesforce Help.
Add OneCloud for Salesforce Softphone to App #
Next, add the OneCloud for Salesforce Softphone to apps it should be usable by (such as Sales, Sales Console, etc.) The softphone can only be added to lightning apps.
1. Go to Setup
2. Search for App Manager in the quick find to go to the App Manager.
3. Next to the app, you would like to add the softphone to, press the arrow, then edit.
4. Click on the Utility Items tab.
5. Click the Add Utility Item button.
6. Select Open CTI Softphone from the dropdown list.
7. Change the Label to “OneCloud” or the name you’d like to display to all users.
8. Click the save button.
Update Remote Sites #
1. Go to Setup
2. Search for Remote Sites in the quick find to go to the Remote Sites page.
3. Add the following sites:
(Optional) Configure OneCloud for Salesforce Softphone Layout #
Similar to page layouts, you can design custom softphone layouts and assign them to call center users based on the user profile. Select the call details and Salesforce objects that are automatically displayed with inbound, outbound, and internal calls.
Assign a softphone layout to any user profile.
1. Go to Setup
2. Search for Softphone Layouts in the quick find to go to the Softphone Layouts page.
If shown the “Get Started” page, press continue.
3. Either click to Edit the existing softphone layout or click the New button to create a new softphone layout.
4. Configure the softphone layout to meet your business needs.
More Information can be found on the Salesforce Help.
