Salesforce Integration Plugin for Contact Center Agent Client

Before proceeding, it is important to note that this is supported in Lightning Mode. Classic Mode is not supported. Salesforce Integration will be available via ximasoftware.com/oemdownloads, not the Salesforce AppExchange. This integration utilizes the Salesforce Open CTI API to enable screen pops and Click-to-Dial.

To begin, get the package installation link. This can be found at ximasoftware.com/oemdownloads under the "Other Downloads" section. It will look like this example: /packaging/installPackage.apexp?p0=04t190000007R79

Installation

1. Get your salesforce organization URL. It will look similar to this example: https://companyname.lightning.force.com.
2. Then combine with the link above to make the full link: https://companyname.lightning.force.com/packaging/installPackage.apexp?p0=04t190000007R79
3. Hit the full link to install in your organization.
4. The installation is for Salesforce Admin Only, so make sure to click the For Admin Only option.

In case further assistance is needed, click here for a link to Salesforce help documentation on installing packages.

Configuration

1. Add the Softphone Utility by following the substeps below.
   a. Go to Setup > Apps > App Manager
   b. Find Sales App (unless using a different app) and click “Edit.”
   c. Under the App settings, select Utility Items > Add New > Open CTI Softphone
   d. Select “Save.”
2. Add the Contact Center Agent Client URL by following the substeps below.
   a. Go to Setup and Search “Call Center > Call Centers
   b. Edit Avaya Call Reporting Center Adapter
   c. Enter the https URL for your Contact Center, i.e., https://acr.ximasoftware.com/ccagent/en. This must be an SSL URL.
3. Add Salesforce users to the call center - Managing Salesforce Call Center Users https://help.salesforce.com/articleView?id=cti_admin_manageagents.htm&type=5

Settings

Edit screen pop settings:
https://help.salesforce.com/articleView?id=cti_admin_phonelayoutscreate.htm&type=5