Download the adapter (right mouse click, save target as) and save it on your hard disk. There is a special USA / Canada (adapter-us.xml) and German (adapter-german.xml) adapter version. For all other countries use the generic adapter.xml
For Skype for Business use: adapter-skype.xml. It has default values required for Skype for Business
Version number is: 5.7.1
If you get the error: There is a limit of 3,000 custom setup for each application then delete older call center adapters which are no longer in use.
Select: Setup > AppSetup > Customize > Call Center > Call Centers (a Salesforce administrator permission is required. If the option is not displayed, contact your Salesforce administrator)
Click on the button: Import an select the file adapter.xml on your local hard disk
CTI Data Connector - Call Center Adapter 5 will be added to the call center list
Click on the call center adapter.
If you make any changes of the configuration settings, they are not automatically applied to the CTI Data Connector SoftPhone. The following steps are required to apply the new settings:
•Click on the connection icon until it turns to red
•Click again on the connection icon until it turns to green
•Select right mouse click on the blue icon and select Restart CTI Data Connector - TAPI Link
The dialing options configuration depends on the PBX and on the country your are located.
Each call (incoming and outgoing) can be automatically saved as a task / activity including the call duration and a phone note.
To rate a phone call, you can activate the Call Wrap Up feature, which is displayed at the end of the phone call in the CTI Data Connector SoftPhone.
This configuration allows changing phone lines to display different phone numbers for outgoing calls.
This configuration allows to select a presence state like ready for calls
Configure additional features for the CTI Data Connector SoftPhone.
Changes are only necessary in case there are problems with the adapter or you use the Service Cloud
The Salesforce administrator can configure the user interface of the CTI Data Connector SoftPhone with the menu option: Softphone-Layouts. It allows you e.g. to define which fields should appear on the CTI Data Connector SoftPhone or general settings for the display of the call.The settings are valid for all users.
Not all functions, which can be configured here, are supported by CTI Data Connector for Salesforce®.
Each user can configure Personal settings: Setup > Personal Setup > Call Center Settings > My Softphone Settings
All phone calls are saved as a task. To make some special phone fields like call duration accessible for the user, they can be added to the task page layout.
If you are running Internet Explorer and receive warnings which say “Do you want to view only the webpage content that was delivered securely when using the browser” - see Warning mixed content.
For all other errors browse the chapter: Error - Call Center Adapter
Salesforce offers a web page with comprehensive information and questions and answers
For more information about the Salesforce Open CTI search in the Salesforce online help using the search term: Open CTI overview
The integration in Salesforce requires one of the following Salesforce editions: Professional, Enterprise, Unlimited oder Developer Edition.