Add CTI to Salesforce Lightning

This article explains how to add CTI to Salesforce Lightning.

Create an app in Salesforce Lightning for CTI

1. While logged into Salesforce using Salesforce Lightning, click the Setup button in the top-right corner of the screen. Then, click Service Setup.

2. In the left sidebar, navigate to User Interface > User Interface > App Manager.

3. Click the New Lightning App button in the top-right corner of the screen.

4. Fill out the following fields, making sure to follow the instructions on the page:

• App Name

• Developer Name

• Description

• App Branding (optional)

5. Click the Next button to proceed.

6. On the App Options page, choose the navigation style, form factor, and setup experience. If you’re not sure, you can leave these options as the default values.

7. Click the Next button to proceed.

8. On the Utility Items modal, click the Add Utility Item button.

9. Choose the Open CTI Softphone

10. Configure the CTI icon to meet your needs (or leave it to its default settings). Save your changes and click Next to proceed.

11. Choose navigation items for the app.

12. Choose the user profiles that can access the app.

13. Click the Save & Finish button to save the app.

Configure a call center for the CTI app in Salesforce Lightning

Once you’ve created the app for the CTI in Salesforce Lightning, the next step is to configure it to connect to Edify.

1. Navigate to the following URL and save it to your desktop as an XML file: https://cdn.avaya.cx/CTI/sfdc_lightning.xml

2. In Salesforce, in the left sidebar in Service Setup, navigate to Administration > Channels > Phone > Open CTI > Call Centers.

3. A summary page may appear to introduce you to the concept of call centers in Salesforce. If it appears, click Continue.

4. Click the Import button to import the XML file you saved to your desktop in step 1.

5. Click the Choose File button to select the XML file on your desktop.

6. Click the Import button.

7. After import, a page will appear showing basic information about the call center. At the bottom of the screen, click the Manage Call Center Users to add users to the call center. Users added to the call center will be able to use the Edify CTI functionality.

8. Click Add More Users to add users to the call center.

9. You can provide search fields, or you can click Find to retrieve all users on your account.

10. Select the users you want to add and click Add to Call Center.

11. After a brief loading period, a screen should appear showing you the users included in your call center.

Log into App in Salesforce Lightning

Once you’ve followed the steps above, you’re ready to launch the CTI in Salesforce Lightning.

1. In the top-left corner of the screen, click the app dropdown and select the app you created.

2. At the bottom of your screen, there should be a phone tab. Click the tab to reveal App (log in if necessary).

3. You can use the window controls on the CTI window to expand or minimize the window.