Define Your Call Center
Maria learns about a thing called a call center definition file, and she wonders what in the world it is. In short, it’s a file that a developer or partner creates while building a Call Center with Open CTI. Typically, it’s an XML file with a few lines of code that defines what a call center can do. The XML file is included in the CTI package installed from the AppExchange. Usually, the file is automatically installed in an org during the AppExchange package installation. Maria, and you, need this file to get started with Call Center.
<callCenter> <section sortOrder="0" name="reqGeneralInfo" label="General Information"> <item sortOrder="0" name="reqInternalName" label="InternalName">DemoAdapterOpenCTI</item> <item sortOrder="1" name="reqDisplayName" label="Display Name">Demo Call Center Adapter OPEN CTI</item> <item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://local/softphone.</item> <item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item> <item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">300</item> <item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">500</item> </section> </callCenter>
Whether or not you’re a developer, notice how some of the code lists Call Center properties. In row 06, name="reqUseApi" label="Use CTI API">true</item> defines which Salesforce API this Call Center uses to integrate phone calls. In row 07, name="reqSoftphoneHeight" label="Softphone Height">300</item> defines the pixel height of the softphone this call center uses when the softphone appears in Salesforce.
For the purposes of this module, we’re going to keep things simple. We’re not going to have you visit the AppExchange to download a CTI package that includes all the necessary call center files. Instead, download or save this call center definition file to your desktop in XML format. This file doesn’t create a fully functional call center; rather, it lets you see a blank softphone before you make any commitments to a real integration in your Salesforce org. In the real world, a softphone displays buttons and colors and is designed by a developer.
In this step, Maria imports a call center definition file into Salesforce so that a softphone can “talk” with Salesforce. Here’s how she does it.
- From Service Setup, enter Call Centers in the Quick
Find box, then select Call Centers.
- If an overview page displays, click Continue.
- Click Import.
- Depending on your browser, click Browse or Choose
File to select to the call center definition file we already saved on your
desktop, then click Open.
- Click Import.
As you can see, we created a call center and you can now view its settings.
In the next unit, we assign you to your call center so that you can start using it.