Softphone Manual Installation - Flow

voipappz - Softphone Installation

Table of contents

• Softphone
• Table of contents
• Install and Configure Softphone
• Call Center
• Call center fields description
• Manage users in call center
• Credentials page
• Credentials fields description
• Give access to credentials page
• Integration with Salesforce via REST API
• Authorization
• Get Contacts
• Get Leads

Install and Configure Softphone

1. Download and install the package.
2. Add a user to the Call Center. More information in Manage users in call center section.
3. Update a Lightning Experience app.
• You must be in Lightning Experience to update Lightning apps.
• From Setup, use the App Manager to find SoftphoneApp or use other app that uses Console Navigation (e.g. Sales Console).
• Add the Open CTI Softphone to your utility bar.
• Add the navigation items you want.
• Assign the app to the user profiles you want to access the app.
4. When you launch your updated Lightning app softphone button should appear on bottom bar:
5. Assign proper profile to access Softphone Credentials page. More information in Give access to credentials page section.
6. From App Launcher choose Softphone App and next from picklist Softphone Credentials page
7. Fill all credentials. More information about fields in Fields description section.
8. Softphone is ready for use.

Call Center

Setup -> Call Center -> Call Centers

CALL CENTER FIELDS DESCRIPTION

1. Internal Name - Represents the unique identifier for the call center in the database.
2. Display Name - Represents the name of the call center as displayed in Salesforce.
3. CTI Adapter URL - Represents the location of where the CTI adapter or softphone is hosted.
4. CTI Adapter URL2 - Represents the location that hosts the secondary softphone. The standby softphone is used after the timeout period for the primary softphone has elapsed.
5. Timeout - Represents the time in milliseconds after which the standby URL is used to host the softphone.
6. Use CTI API - Represents that the call center is using Open CTI (true) or not (false).
7. Softphone Height - Represents the height of the softphone in pixels as displayed in Salesforce.
8. Softphone Width - Represents the width of the softphone in pixels as displayed in Salesforce.
9. Salesforce Compatibility Mode - Determines where the softphone is visible. If no value is specified, the default is Classic.

MANAGE USERS IN CALL CENTER

1. In call center settings click button Manage Call Center Users.
2. For add user click Add more users button.
• Filter users or click Find button.
• Select proper user and click Add to call center button.
3. For remove user from call center select proper users and click Remove users button.

Credentials page

CREDENTIALS FIELDS DESCRIPTION

1. Domain - Domain for websocket server (wss://[domain]:8443)
2. Extension - extension for uri (uri: [extension]@[domain])
3. Password - Password for websocket server
4. Api host - Api host for integretion with phone server (i.e. for get history calls)
5. Api token - authorization api tokent for api host.

GIVE ACCESS TO CREDENTIALS PAGE

1. Go to Setup -> Profiles and find user profile who want give access and click Edit in proper profile
2. Find section Tab Settings and Softphone Credentials
3. From picklist choose Default on.
4. Click Save button.

Integration with Salesforce via REST API

Authorization

1. If you don't know your security token then:
• Go to View profile -> Settings -> My personal information -> Reset My Security Token
• Click Reset Security Token
• On email you get new security token
2. Go to Setup -> Apps -> App Manager -> Voipappz -> View
3. Copy ConsumerKey and ConsumerSecret parameters necessary to REST API authorization.
4. Create a POST request to authorization: https://login.salesforce.com/services/oauth2/token?grant_type=password&client_id=YourConsumerKey&client_secret=YourConsumerSecret&username=SalesforceUserName&password=SalesforcePasswordAndToken where:
• YourConsumerKey: Consumer Key obtained from Connected App.
• YourConsumerSecret: Consumer Secret obtained from Connected App.
• SalesforceUserName: Salesforce User ID.
• SalesforcePasswordAndToken: Provide the login credentials of Salesforce
• (if salesforcePassword = abcdef and salesforceToken = 1w2e3e4r4t then SalesforcePasswordAndToken = abcdef1w2e3e4r4t)

Get Contacts

1. Before get contacts records is required authorization to Salesforce. Go to Authorization section.
2. Create a GET request with endpoint: https://instanceurl/services/data/v46.0/query?q=SELECT Id,Name,Email,Phone FROM Contact where:
• in Header set authorization parameter as token_type and access_token from authorization response.
• instanceurl is instance_url parameter from authorization response
• it is possible add to query additional fields from Contact object

Get Leads

1. Before get leads records is required authorization to Salesforce. Go to Authorization section.
2. Create a GET request with endpoint: https://instanceurl/services/data/v46.0/query?q=SELECT Id,Name,Email,Phone FROM Lead where:
• in Header set authorization parameter as token_type and access_token from authorization response.
• instanceurl is instance_url parameter from authorization response
• it is possible add to query additional fields from Lead object