Using the Dialer in Salesforce with Open CTI

What's Salesforce Open CTI?
Open CTI is a technology from Salesforce that allows third-party dialers to provide click-to-call functionality from within the Salesforce UI.

Why doesn't our Dialer use Open CTI today?
While many other vendors use it, we made a decision early on to design the ringDNA Dialer to operate separately from the Salesforce UI. We use a Google Chrome Extension to detect clicks on phone numbers and launch a new browser window containing our Dialer. Thanks to this approach, we can support click-to-call on any website.

With the introduction of configuring our Dialer as an Open CTI solution, you get the best of both worlds in that you can use our Dialer as a console component in Salesforce or abstracted via our chrome extension

How does this interact with our existing Dialer?
It doesn't. You can run both at once. Phone numbers in Salesforce will open the embedded Dialer. Phone numbers outside of Salesforce will open the separate Dialer.

How do I configure a rep's ability to use the Dialer in Salesforce via Open CTI?
You can install the use of the Dialer manually in your Salesforce org using these steps:

Org-Level Setup (Required for Lightning and Classic)

  1. Download Call Center Configuration file
  2. Go to Setup > Feature Settings > Service > Call Centers > Call Center
  3. Click Import, Choose File, select the callcenters-prod.xml, then click Import
    • If you are configuring Open CTI in a Sandbox, append ?sandbox=true to the CTI Adapter URL.
  4. Click Manage Call Center Users
  5. Click Add More Users
  6. Enter criteria to find matching users and click Find
  7. Check the box next to each user you'd like to grant to access to, then click Add to Call Center

Application Setup (Lightning Only)

  1. Go to a Lightning App (Apps > App Manager) that you'd like to add the OpenCTI Dialer to and edit it
  2. Click Utility Items (Desktop Only)
  3. Click Add Utility Item
  4. Select Open CTI Softphone
  5. Set panel width to 490, height to 800, label to ringDNA, Utility Bar Alignment to Mirrored, and check Start Automatically
  6. Click Save
  7. Refresh your Lightning App. You should see a ringDNA label with a phone icon at the bottom left (Alignment = Default) or right (Alignment = Mirrored).

Sales Console Setup (Classic Only)

If you do not see Console as an app option in your org, follow these steps:

  1. Go to Setup and enter Permission Sets in the Quick Find box, then select Permission Sets.
  2. Select Salesforce Console User. This standard permission set is already created for you and comes with the Sales Console permission set license.

Configuring Sales Console

  1. Click Manage Assignments and assign your user to the permission set.
  2. Go to Setup > App Setup > Create > Apps
  3. Click New
  4. Select the Console radio button, then click Next
  5. Give your app a label and click Next
  6. Upload a logo (optionally) and click Next
  7. Add navigation items such as Leads and Contacts, and click Next
  8. Review settings on step 5 and click Next
  9. Select one or more profiles to make them visible to users, and click Save
  10. On the list of Apps, click Edit beside your new app
  11. Enter in the Allowed Domains textbox, and click Save
  12. Visit your new console app. You should see a phone icon at the bottom right labeled Phone.

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