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Configure Open CTI for Crisis Support Center Management

Import a definition file, add directory numbers, and customize the softphone layout for your Open CTI.

Required Editions

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud
User Permissions Needed
To use the Crisis Support Center Management app Manage Crisis Support Center Management App
To add users to a Call Center Manage Call Centers
To import Call Center Definition Files Customize Application

First, create a call center definition file to support your CTI adapter.

  1. From Setup, in the Quick Find box, enter Call Centers, and then click Call Centers.
  2. Click Import to bring in details from a Call Center Definition File.
  3. Add a Crisis Support Center Management user to the crisis center. In Call Center Users, click Manage Call Center Users to add the crisis center user.
  4. Add a crisis center directory number.
  5. Customize the softphone layout for your crisis center. Click Edit next to Standard Softphone Layout to make your changes.

See Also