Configuring Salesforce

Communication Panel can be integrated with Salesforce user interface. Supported application type is Lightning.

Salesforce Installation and Configuration

  1. Sign in to your account in Salesforce and install the Communication Panel package https://login.salesforce.com/packaging/installPackage.apexp?p0=04t09000000ApMd:

    1. Define the installation scope and choose the one that suits the scope.

      The installation package also contains a Communication Panel User Permission Set that can be used to give permission to users.

    2. Select the acknowledgement checkbox and click Install.

  2. Enable Communication Panel in Salesforce:

    1. Click the settings icon in the top right, choose Service Setup, and then go to Channels > Phone > Open CTI > Call Centers.

      You can use the Quick Find function to search for Communication Panel

    2. Choose the call center and Edit.

    3. Enter the location of your Communication Panel to the URL field and save.

      If you want that agents can create a contact sheet for customers that are not recognized, the setting Show Create Contact UI For Unrecognized Contacts must have the value true. When the customer contacts you again, the customer information sheet is opened.

      For the size settings enter the following:

      • Softphone Height: 800
      • Softphone Width: 600

      Do not change the values of these settings; Internal Name, Display Name, CTI Adapter, CTI Standby Adapter, Timeout, and Use CTI API.

    4. Click Save.

    5. Choose Manage Call Center Users and select the users who will use the integration and click Add Users.

    6. Click the settings icon in the top right, choose Setup, and then go to to Apps > App Manager.

      You can use the Quick Find function to search for your app.

    7. Find your app and click the arrow at the end of the row and choose Edit.

    8. Choose Utility Items and then Add Utility Item.

    9. Add CTI Softphone and select Start automatically.

      The default options for other settings are:

      • Label: CP

      • Panel Width: 600

      • Panel Height: 800

    10. Go to Custom Code > Visualforce Pages.
    11. Select CPAdapter.
    12. Click the Preview button.
    13. Copy the URL and add the host part of the URL to Communication Panel allowlist (CPConnection.json).

Authentication

To authenticate users, you have the following options:

  • Define logon name and password in User and Role Management > Users, in a user's Authentication block.

  • Configure certificate-based authentication in User and Role Management > Users, in a user's Certificates block.

    For the Salesforce configuration, see https://help.salesforce.com/ and certificate-based authentication.

Note: If the customer using chat is not authenticated and can freely enter an email address for themselves in the chat, the address may not be identified.

SC Configuration

With this procedure you enable integration for the users that are linked to this specific user settings template.

  1. On the System Configurator main screen, choose User and Role Management > User Settings Template.

  2. To create a new template, choose Add New or search for the template to which you want to add the Salesforce integration.

  3. Choose the Salesforce Integration block.

  4. To activate the integration, select Enable Salesforce Integration.
  5. To have a pop-out icon in the embedded Communication Panel in Salesforce, select Use Communication Panel in Separate Window.

    Keeping a separate window open prevents ongoing calls from getting disconnected if the main Salesforce window reloads. The popped-out separate window handles call audio.

  6. Save your entries.

Using the dynamic My Conversations View

You can open Communication Panel in another browser window and see a dynamic My Conversations view that is responsive to the available frame size in the CRM. For more information, see Configuring the Dynamic My Conversations View.