Telephony Integration | Salesforce Trailblazer Community

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

3 respostas

akshay sonare (GoTu Technology Inc.)
8 de out., 18:31
Hi @Mit Chandola
,

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

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16 de jul. de 2021, 08:44

Pop-up objects records at exact User's screen THE SAME TIME external system calls REST service

Is it possible to use Platform Event creation in certain topic and Subscription of Lightning Component to this topic - to Pop-Up the exact object records at the exact User's screen, the same time while the request comes to the REST-service from the external system? This REST-service will create this Platform Event.

The main questions are:

1) Would the Platform Event be created the same time the request for the creation comes (or any delays are possible - what would be the delay)?

2) Would the Platform Event be read by the subscriber the same time it is created (or any delays are possible - what would be the delay)?

The amount of the Platform Events in this topic is going to be approximately before 40 000 per day.

Business need: To pop-up records at the user screen "the same time or with low delay" when the event comes from the external system.

#Integration #Salesforce Development #Platform-events #Telephony Integration

1 resposta

Magulan Duraipandian (NeuraFlash)
16 de out. de 2021, 22:46
Hi,
Platform events and push topics are for real time notifications. When the platform event is published, the subscriber receives it instantly. You can easily test it.

1. Create a Platform event.
2. Create a LWC to subscribe to it.
3. Use Workbench or Developer Console to publish to the Platform events.
4. Check the LWC whether it is getting it without any delay.

Sample LWC - https://www.infallibletechie.com/2021/10/how-to-subscribe-to-platform-even-using.html

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16 de fev. de 2021, 08:38

Hi all, since I couldn't get any answer on the "general" community, I'm posting my question in here: We are currently using 3CX with Salesforce. Each call generates automatically a task and this task closes after the call. I wonder why the system creates a task at first place, and secondly why the task is closed after the call. Can somebody help me to understand this logic? And secondly, has anyone set up Lightning Dialer who uses 3CX for the telephony system? Our current 3CX integration with Salesforce doesn't have the lightning dialer pop-up window which also included a comment field that automatically appears when starting or receiving a call. This would be very helpful if we had this. All answers are much appreciated! Thanks in advance

5 comentários

Chidubem Chukwuemeka (PipeLaunch GmbH)
3 de mar. de 2021, 21:01
The standard way to log a call in Salesforce is a task - however, there is a special status in the task (call subtype=call), which needs to be set to get the call icon in the task history. The task status is set to close for the documentation of the call. The CTI application could automatically create a follow-up task with the next steps resulting from the call. Lightning Dialer only works with Twilio as PBX. Have a look at CTI Data Connector for Salesforce, which offers the integration in 3cx.
Use the following link to explore all the features of the Mirage Computer Systems CTI Data Connector. (
https://www.mirage-systems.de/en/products/cti-data-connector/cti-data-connector-for-salesforce
)
You can contact me directly through the community or E-Mail Us (
https://www.mirage-systems.de/en/contact
).
I am looking forward to your feedback.
Best Regards,
Chui