Salesforce OpenCTI

This section explains the integration of Acqueon Workspace with Salesforce OpenCTI for Amazon Connect and Cisco. You need to first install the unmanaged package and then create a few apex classes.

Login

1. After logging in to Salesforce account, click the Phone tab to view the softphone.

2. Click Login.

3. Type Username and Password.

4. Click Sign In. The user is redirected to softphone page.

Accessing Salesforce

Salesforce fields are accessible only when you are in an active Outbound Call. Click Salesforce button to view its fields.

Screen Pop

The Screen Pop functionality allows you to see call data or customer data in web pages based on pre-configured behavior in Salesforce Admin. The screen pop behavior differs depending on your softphone layout settings in Salesforce and the Interaction type. When an incoming call interaction alerts, Salesforce displays the screen pop in a new browser tab.

Click the Screen Pop tab to view screen pop search parameters. These parameters can be configured in SF Admin. When there is no matching record in Salesforce, screen pop lists down the search parameters.

When there is single-matching record found, screen pop lists down the search parameters and matching record. By default, the screen pop happens when you receive a call. You can also click on the matching record to view in detail from screen pop tab.

When there are multiple matching records found, screen pop lists down the search parameters and matching records. By default, screen pop happens when you receive a call. You can also click on any matching record to view the details.