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Topics#Telephony IntegrationDomanda di Mit Chandola
Mit Chandola (Rocket Close) ha fatto una domanda in #Telephony Integration
Oggi, alle 14:14

Open CTI presence status question.

Hi everyone,

 

I'm finding this a bit confusing and was hoping someone here could help clarify.

According to this Salesforce article, if Open CTI users are intended to use a particular Presence Status, we should remove the VoiceCall object

 from the supported Service Channels associated with that Presence Status. 

 

In our environment, we're using Five9 as our third-party telephony provider.

 

However, when I try to remove the VoiceCall object from the Presence Status configuration, Salesforce doesn't allow me to leave the object  field blank. It requires me to select another Object, meaning I cannot set it to null or simply remove the association.

Am I misunderstanding Salesforce's instructions, or is there another way to configure this correctly for Open CTI users?

 

Has anyone using Five9 or another third-party CTI provider encountered this issue? I'd appreciate any guidance on how you've handled this configuration. 

 

Thank you,  

Mit  

 

Open CTI presence status question.

 

#Telephony Integration  #Service Cloud  #Omni Channel

2 risposte
  1. Mit Chandola (Rocket Close)
    Oggi, alle 16:23

    Thanks for the reply!

    Just to clarify, we're not switching from native Salesforce telephony to a third-party solution. We've always used Five9 as our Open CTI telephony provider.

    However, following this Salesforce update, certain configurations need to be adjusted, and unfortunately, the Salesforce documentation isn't particularly clear about how to handle these changes.

    For example, in the Service Channel configuration (screenshot below), VoiceCall is currently selected as the object. The article suggests removing VoiceCall, but I can't simply remove it and leave the field blank. Salesforce requires me to select another object instead.

    So I'm a bit confused about how we're supposed to follow the instructions in the article when Salesforce doesn't seem to allow that configuration.

    Thanks for the reply!Just to clarify, we're not switching from native Salesforce telephony to a third-party solution. We've always used Five9 as our Open CTI telephony provider.

     

    So, I went ahead and removed the Service Channel associated with the

    VoiceCall object from the "Call" Presence Status, as shown in the screenshot below.

    I just wanted to confirm whether this is all I need to do to comply with Salesforce's recommendation, or if there are any additional configuration changes required such as removing the presense status from profiles? 

      

     

    image.png

    Thanks  

    Mit  

     

     

     

     

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