Outbound Widgets for Salesforce OpenCTI

Note:

This feature is available for both Amazon and Cisco Acqueon Workspace in Salesforce.

When the Agent is logged into the Cisco Acqueon Workspace in Salesforce, when the agent receives a call, the agent is able to view the customer data during a call in all the outbound widgets inside Salesforce OpenCTI.

The widgets are placed inside a Visual Force Page or a Lightning Page. The Widget data is refreshed for every call and does not open a new page for every call.

1. Navigate to the App Launcher and select the newly created Visualforce page listed there.

   

2. The Visualforce page is loaded with the outbound widgets.

   

3. The agent can pin the Visualforce Page or Lightning page for easy access. This helps the agent get the same Visualforce Page after logging out and subsequently logging in.

   

Notes:

• It is mandatory for the Widgets tab to be open during a call for the data to get populated when a call lands to an agent.

• By pinning the widgets tab, the agents cannot accidentally close the tab.