Add CTI to Salesforce Classic (Console)

This article explains how to add CTI to Salesforce Classic.

Create an app in Salesforce Classic for CTI

1. While logged into Salesforce using Salesforce Classic, click the Setup button in the top-right corner of the screen.

2. In the left sidebar, navigate to Build > Create > Apps.

3. Click the New button in the top-center of the Apps container.

4. Provide a label, name, and description for the app. Follow the instructions on the page for providing a valid App Name. Then, click Next to proceed.

5. Optional: Provide a custom icon for the app. Then. click Next to proceed.

6. Choose the tabs that will appear in the custom app. These correspond to the objects available in Salesforce. Then, click Next to proceed.

7. Choose the user profiles that the app will be visible to.

8. Click the Save button to save the app.

Continue reading this article to learn the next steps of configuring the CTI in Salesforce Classic.

Configure a call center for the CTI app in Salesforce Classic

Once you’ve created the app for the CTI in Salesforce Classic, the next step is to configure it to connect to your Avaya.cx account.

1. Navigate to the following URL and save it to your desktop as an XML file: https://cdn.avaya.cx/CTI/sfdc_classic_console.xml

2. In Salesforce, on the Setup screen navigate to Build > Customize > Call Center > Call Centers.

3. A summary page may appear to introduce you to the concept of call centers in Salesforce. If it appears, click Continue.

4. Click the Import button to import the XML file you saved to your desktop in step 1.

5. Click the Choose File button to select the XML file on your desktop.

6. Click the Import button.

7. After import, a page will appear showing basic information about the call center. At the bottom of the screen, click the Manage Call Center Users to add users to the call center. Users added to the call center will be able to use the CTI functionality.

8. Click Add More Users to add users to the call center.

9. You can provide search fields, or you can click Find to retrieve all users on your account.

10. Select the users you want to add and click Add to Call Center.

11. After a brief loading period, a screen should appear showing you the users included in your call center.

Log into App in Salesforce Classic

Once you’ve followed the steps above, you’re ready to launch the CTI in Salesforce Classic.

1. In the top-right corner of Salesforce Classic, click the dropdown menu and select the app you created.

2. If necessary, click the flyout menu on the left side of the screen to reveal the CTI interface.

3. Log into App in the panel.