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Add the Softphone Utility to Your App

Ada wants her team to have quick access to productivity tools, like softphones and History. Using the utility bar in the console is a great way to do this. The utility bar functions in the same way as shortcuts or bookmarks, where you can access various tools with one click. It appears as a fixed footer in your Lightning console app and opens utilities in docked panels. Some utilities support pop-out, which lets them open in a new browser window. Softphone utilities let your Lightning console users make calls directly from Salesforce. Before you add the softphone utility to your Lightning console app, first set up and configure the softphone and Open CTI.

Install the Open CTI Demo Package

To set up the softphone utility for Ada, install an Open CTI Demo package in your Trailhead Playground. First, scroll to the bottom of this page and click Launch. If you see a tab in your org labeled Install a Package, great! Follow the steps below. 

If not, click App Launcher  to launch the App Launcher, then click Playground Starter and follow the steps. If you don’t see the Playground Starter app, copy this package installation link and check out Install a Package or App to Complete a Trailhead Challenge on Trailhead Help.

  1. Click the Install a Package tab.
  2. Paste 04t41000000bSXh into the field.
  3. Click Install.
  4. Select Install for Admins Only, then click Install.

When the package is finished installing, you see a confirmation page and get an email to the address associated with your playground.

Configure Call Center

Next, configure the call center for Ursa Major Solar. Once it’s set up, anyone who’s a call center user can use the softphone utility to help customers with their cases.

  1. Click Install options for Open CTI Lightning Demo Adapter with Install for Admins Only chosen. and select Service Setup.
  2. Enter Call Centers in the Quick Find box, and select Call Centers.
  3. Click Continue if prompted.
  4. Click Edit next to Demo Call Center Adaptor.
  5. Ensure CTI Adaptor URL and CTI Adaptor URL2 are set to /apex/demoAdapterPage. (You need to replace the CTI Adaptor URL2)
  6. Click Save.
  7. Scroll down to Call Center Users and click Manage Call Center Users.
  8. Click Add More Users.
  9. Click Find.
  10. Select yourself and Ada Balewa from the list of names that appears, and click Add to Call Center.

Configure Softphone Layouts

Now that you’ve installed the softphone, review the layout settings and assign which profiles see the layout you customized.

  1. Click the Home tab for Service Setup Home.
  2. Enter Softphone Layouts in the Quick Find box, and select Softphone Layouts.
  3. Click Continue if prompted.
  4. Click New and fill in the details.
    • Name: Ursa Major Softphone
    • In the Display these objects section, replace Lead with Case.
      Customize the objects displayed for the Softphone Layout. Replace the Lead object with the Case object.
    • Review the remaining softphone settings to see customization options, but leave the rest as default.
  5. Click Save.
  6. Click Softphone Layout Assignment.
  7. Assign the Ursa Major Softphone layout to the Custom: Support Profile and the System Administrator profile.
  8. Click Save.

Test It!



As you complete the steps below, you may see a pop-up message about the new Lightning Experience Transition Assistant. This message overlaps the user login for the Phone utility item. If you do see this message, please close out of the pop-up and proceed with the steps.

  1. Click App Launcher icon to open the App Launcher, and select Ursa Major Solar Service Console.
  2. Click the Phone in the bottom left on the utility bar. (If you don't see the Phone on the utility bar, refresh the page.)
  3. If you see a pop-up, close out of it.
  4. Log in with any username and any password. (Note: if you don't see the full username and password page, and have trouble logging in, please click the pop-out icon in the top right corner of the softphone utility to view full-screen.)
  5. In Enter a Name or Number type Jack and press Enter on your keyboard.
  6. Click Jack Rogers. Note that the Contact record opens while calling the contact. Contact record that appears in the console canvas when calling using the softphone.
  7. Click End to end the call.
  8. Click the phone icon on the top-right of the softphone to simulate an incoming call.
  9. Click Decline.

Awesome! The softphone utility is ready to go. You have one more communication tool, Live Agent, to enable and customize so that Ada and team can access it in the Service Console. Move to the next step to complete the Live Agent setup and customization for Ada and her team.