Salesforce Call Center Setup

Step 1-

Navigate to the Setup Page in Salesforce.

Step 2 -

Type “Call Centers” in the Quick Find Box and select the “Call Centers” Option.

Step 3 -

Select on the word “PhoneIQ Open CTI”.

Step 4 -

1) Click “Manage Call Center Users”
2) Select the option “Add More Users”
3) Select the search criteria and click “Find”
4) Check the desired users and click “Add to Call Center”

Enable the PhoneIQ Softphone to your Salesforce Users

Step 1 -

Navigate to the Setup Page in Salesforce.

Step 2 -

Type “App Manager” in the Quick Find Box and select the “App Manager” option.

Step 3 -

Select one of the apps in which you want the softphone enabled for your users, click

on the right hand side drop down menu and select “Edit”.

Step 4 -

  1. Navigate to the “Utility Bar” view.
  2. Click “Add Utility Item” and select OpenCTI.
  3. Complete the  fields in the Utility Items properties form as shown in the following mage and click Save.

NOTE: Only users that have been assigned to the “PhoneIQ OpenCTI” SalesforceCall Center, will be able to view the PhoneIQ softphone on their Utility Bar (only on the apps where the softphone has been enabled.

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