Samespace has designed an open CTI adapter for salesforce that enables telephony capabilities within the salesforce. Additionally, customers can benefit from all the Samespace contact centre features including Analytics, IVR, ACD, Dialer and more.
Install Samespace Application: Use this link to install the open CTI application.
Call Centre access to the users: Navigate to the setup page and type Call centre in the Quick Find box. Enable user access for the Samespace dialler.
Navigate to the setup page and type Call centre in the Quick Find box. Now click on Soft-phone layout assignment and create a new layout with Samespace as its name. Check the checkbox for the default layout option.
Setup Screen popup settings: Screen popup is controlled directly via the salesforce popup settings within softphone layout options.
Also note, if a visual-force page is selected, the following parameters will be sent to the page in the query string, the option of the softphone layout settings under the call type tab does not apply with the Samespace dialler. The parameters that are sent to the visual-force page are standard and as follows:
- Always: QUEUE (Team), media (Phone)
- Incoming: UUID (Unique ID of call), ANI (Caller ID)
- Campaign: DNIS (Dialed Number)