Painlessly connect your third-party phone implementation to Salesforce with a quick guided setup flow. Tell us who your provider is, and we install the correct AppExchange package to make it happen. Then, connect to your provider and select your phone users in Salesforce. Supported for Amazon Connect, b+s Connects for Cisco, Five9, and NewVoiceMedia. For other third-party phone providers, see your vendor's documentation for setup instructions.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To manage call centers, call center users, call center directories, and SoftPhone layouts: | Manage Call Centers |
To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this Knowledge Article and migration learning map.
The phone support setup flow is the fastest and easiest way to connect your third-party phone to Salesforce. When you complete the flow, the users you selected in the flow can make and take calls in the Service Console app alongside their other work.
Where to Access the Setup Flow
This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking the gear icon and selecting Service Setup.
In Service Setup, you can find recommended setup flows, content, and tips based on what you’ve set up already. If you don’t see the setup flow you’re looking for, you can click View All to see the full list.
Select the tile to launch the flow.
What Does This Flow Do?
In this setup flow, we walk you through:
- Selecting your third-party phone provider
- Installing the necessary AppExchange package
- Connecting your third-party phone to Salesforce
- Selecting the users who can use the phone in Salesforce
- Install and Deploy a Managed Package
We install a managed package from AppExchange that integrates your third-party product with Salesforce.
- Create a Call Center Definition File
The definition file is an XML file that specifies some settings that help define a call center in Salesforce for a particular third-party CTI system. We create one and set some of the values based on what you enter during the flow, then import it into Salesforce for you.
- Add the Phone Utility to Your Console
We add the phone utility to the default Lightning Service Console app. You can add it to other console apps using the App Manager.
- Add Selected Users to Your Call Center
To make sure that your team has access to the phone, we associate the users you select during the flow to your call center. As long as your users have access to a console or standard navigation app with the CTI Softphone object added, they can use the phone.
Note Users can’t be added to more than one softphone or phone product. Selecting a user in this setup flow overrides their existing phone assignment (if they have one).
We also turn on several things in the background during the setup flow.