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
,
We recently moved off Five9, so we didn't run into this situation ourselves, but I understand your concern now. You're right that the article doesn't clearly say whether removing the channel is all that's needed.
If you have a TAM assigned through Five9, I'd suggest reaching out to them to validate your changes. If not, you can contact Five9 Support at cases@five9.com
