Add Users and a Softphone to the Call Center

Learning Objectives

After completing this unit, you’ll be able to:
  • Add users to a Call Center.
  • Add a softphone utility to a Lightning console app.
  • Locate the softphone in the service console app.

Manage Call Center Users

Before Maria or Ursa Major Solar’s support team can access a softphone to make calls from Salesforce, she must assign users to a call center. This takes less time than calling a cell-phone provider, and it won’t be anywhere near as painful. Plus, since Maria already added a call center to an org, she’s well on her way to hearing ringtones. Here’s how Maria adds users.

  1. From Service Setup, enter Call Centers in the Quick Find box, then select Call Centers.
  2. Click the name of the call center you added to your Trailhead Playground. (If you haven’t yet completed the challenge in the previous unit, go complete it now.)
    A screenshot of a call center in the setup area.
  3. In the Call Center Users related list, click Manage Call Center Users.
    A screenshot of a call center in Setup with the Call Center Users related list.
  4. Click Add More Users.
  5. Specify search criteria to find agents who should be assigned to the call center. Since you want to use a softphone, let’s enter the criteria of Full Name Contains Your Name.
    A screenshot of finding users with criteria in Call Center setup.
  6. Click Find.
  7. Check the box next to your name, and click Add to Call Center.

We just assigned you to a call center. Next, we follow Maria as she adds a softphone to the service console app so that Ursa Major Solar’s support agents can begin making and receiving calls from the call center in Salesforce.

Add a Softphone to the Service Console

Maria adds a softphone to the utility bar of the service console app so that it’s easily accessible in the footer next to the console’s other productivity tools. Here’s how she does it.

  1. From Service Setup, enter App Manager in the Quick Find box, then select App Manager.
    A screenshot of the App Manager in Service Setup with many apps appearing.
  2. Select Edit next to the Service Console app.
    A screenshot of the Service Console app in the App Manager with the Edit drop-down highlighted.
  3. Click Utility Items, then click Add Utility Item.
  4. In Search..., enter Open CTI Softphone and select it.
    A screenshot of the Open CTI Softphone selected in the Utility Items section of the Service Console.
  5. Click Save.
  6. In User Profiles, make sure that your profile is assigned to the console app. If it’s not, add it and click Save.
    A screenshot of the User Profiles section of the Service Console with the System Administrator profile highlighted.
  7. Click Back.
    A screenshot of the Back button highlighted on the User Profiles section of the Service Console.

By completing a few simple steps, Maria has added a phone support channel to connect with Ursa Major Solar’s customers. Next, let’s see how to view a softphone.

View a Softphone

Now that Maria has created a call center, assigned users to it, and added a softphone to the service console app, Ursa Major Solar can support customers by phone.

Remember, the softphone is just an on-screen phone. It’s used to make, receive, transfer, and hold phone calls through Salesforce. How a softphone looks and what you can do with it is determined by the Open CTI integration created by a developer or partner; but every CTI integration gives you some sort of softphone.

Viewing a softphone is easy.

  1. From the App Launcher, find and select Service Console.

    A screenshot of the Service Console app selected from the App Launcher.

  2. In the footer, click Phone to see the blank softphone.
In the real world, you’d see a softphone designed by a developer, and you could start dialing the phone numbers of your customers. That’s it!
A screenshot of a service console with a blank softphone.

There you have it—we’ve set up a demo call system that integrates with Salesforce. Sita’s excited that there’s a new, low-effort channel for customers to reach out for help. Now, Ursa Major Solar’s service team can make and receive calls while helping other customers on various channels.

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