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Add the CTI Softphone to the Contact Center

Make the CTI Softphone easily accessible to the contact center user by adding it to the contact center app.

Required Editions

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud
User Permissions Needed
To use the Contact Center for Health Cloud Contact Center for Health Cloud permission set
To add users to a call center Manage Call Centers
To import call center definition files Customize Application
  1. From Setup, in the Quick Find box, enter App Manager, and then click App Manager.
  2. Next to Contact Center, click Dropdown, and then click Edit.
  3. In App Settings, go to Utility Items (Desktop Only).
  4. Click Add Utility Item.
  5. In the search bar, enter Open CTI Softphone, and then click Open CTI Softphone.
  6. Save your changes.
  7. Go to User Profiles, and make sure the contact center user’s profile is in the Selected column.
  8. Save your changes.

See Also