Step 5 : Salesforce Softphone Deployment (Lightning Experience)

This page will walk you through the process of implementing MiiTel Phone into your organization's Salesforce.com.

The instructions on this page are for the Lightning Experience version; if you are using Salesforce Classic, please visit Salesforce Softphone Deployment (Salesforce Classic).

Contents

You must have already created a Lightning application on the Lightning Experience user interface. If you are using a Classic application, you will need to upgrade to a Lightning application. For more information, please visit Upgrading from a Classic Application to a Lightning Application for more information.


* 50000 hours of work time is calculated at 85℃ ambient temperature.

Step 1 : Obtain the call center definition file

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  1. In MiiTel Analytics [configuration] __________2019-10-01_18.33.51.png.
  2. Click [Salesforce Integration].

  3. Click Salesforce Call Center Definition File (Lightning Experience) at the bottom of the screen to download the definition file.

Step 2 : Add Call Center Definition

  1. Log in as a user with a Salesforce system administrator profile.

  2. Click the Settings button at the top right of the Salesforce screen.

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  1. Search for "Call Center" in the search box at the top left of the settings page, and click [Call Center] in the search results.

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  1. On the "Salesforce Call Center Overview" screen, click the Next button.

_ SFDC______3.png

  1. On the "All Call Centers" screen, click the "Import" button.

_ SFDC______4.png

  1. Click the [Select File] button and set the call center definition file that you downloaded in advance.

_ SFDC______5.png

  1. After setting, click the [Import] button to import the set definition file.

_ SFDC______6.png

  1. If the import is successful, the following screen will be displayed. (The URL displayed below depends on your environment.)

CTI_____________.png

Step 3 : Add a Call Center User

  1. On the screen after the above import, click the Manage Call Center Users button.
    (To display the screen shown below, click the "Adding a Call Center Definition").

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  1. Click the "Add User" button.

    SFtask 7.png

  2. Enter your search criteria and click the "Search" button.

    SFtask 9.png

  3. Check the users to be added and click the Add to Call Center button.

  4. The list of added users will be displayed.

Step 4 : Add Open CTI Softphone to Utility Items

  1. Type "Application Manager" in the search box at the top left of the configuration screen and click "Application Manager".

    Step5 L_4.png

  2. Click the [ ▼ ] button to the right of the application you want to use MiiTel Phone for and click "Edit".

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CTI _______.png

If the application type you are using is "Classic", you will need to upgrade to a Lightning application. For detailed instructions, please see Upgrading from a Classic Application to a Lightning Application for detailed instructions.
  1. Click Utility Items (Desktop Only), then click Add Utility Item and select Open CTI Softphone.

    Step5 L_3.png

  2. Type the following and click the Save button.

1Utility bar placement : Set whether to show MiiTel Phone in the bottom right or left of the Salesforce screen

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- Default : Bottom Left

Mirrored: Bottom right

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2Display Label : MiiTel Phone

3Panel Width : 200

4Panel Height : 400

5Start Automatically : If checked, MiiTel Phone will automatically start and be ready for incoming calls when you login to Salesforce.

  1. Login with the added user and you will see "MiiTel Phone" in the bottom left corner of the screen.

If you don't see "MiiTel Phone" on the left side of your home screen, please visit "MiiTel Phone" does not show up in Salesforce.

Back : Step 4 : Configure Salesforce User

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