Hello Trailblazers,
Which CTI app will retain recorded calls (for a call center) indefinitely?
Please Help.
Thank you in Advance.
Depending on what your use case is, I have in the past moved the call recordings to Galcier storage to save costs, flagged this in SF with a button that would request it be restored. This was all custom code at the time, but worked well. There might be more automation for this now..
I'm trying to screenPop() a screen flow in response to an inbound call through Twilio CTI. I'm unable to find any information online on what specific flow arguments (Name, Type, Value) are passed by the out-of-the-box Twilio CTI implementation to flows (and how I can access then from within the flow). I need at least the From and To phone numbers. Has anyone tried this before with the Twilio CTI (without building their own)? I tried capturing "From" and "To" as input variables in the flow but they came up empty.
Edit: What I am specifically trying to do is use Twilio CTI in Salesforce to pop up a screen flow whenever a single contact is matched by an incoming call. I need to know how to extract the "From" and "To" numbers from flowArgs parameter which according to Salesforce CTI doc is what is passed into the screen flow via the screenPop() api. Per Salesforce CTI doc flowArgs are passed in the format below. But there is nothing I could find online that says what "Names", "Types" and "Values" are passed in by the default Twilio implementation.
params: {flowDevName: 'Flow_Dev_Name', flowArgs: [{'name': 'Name', 'type': 'Type', 'value': 'Value'}]}
Anyone here who has set up Service Cloud for a Call Center? My main questions are
- What Contact model did you use? If you used Person Account (our context is B2C) did you encounter any major issues?
- We are using the Avaya CTI adapter. Any issues you encountered setting this up in Salesforce?
I have used the same setup in the previous project. No issues. The call configuration was easy and popped all the required records for both incoming and outgoing calls. This saved lot of time and we almost doubled the productivity.
Hi all,
I have a quick question regarding the Call Centre CTI within Salesforce. Is it possible to use Skype numbers for each users Skype account. Plus having the screen pop with the Salesforce record when a call comes in/outbound calls.
