Screen Pop Integration — Salesforce CTI Plugin

Installs an embedded Contact Center Agent Client inside Salesforce using the Salesforce Open CTI API for screen pops and Click-to-Dial.

The Salesforce CTI Plugin embeds Contact Center Agent Client directly inside Salesforce, using the Salesforce Open CTI API to enable screen pops and Click-to-Dial. This is a Salesforce-specific alternative to the Partner CRM Integration method described on the main Screen Pop Integration page, and does not use a CCaaS Screen Pop Profile.

📘
Lightning Mode Only
This integration is supported in Salesforce Lightning Mode. Classic Mode is not supported.

Installing the Package

📘
Distribution
The package is distributed directly by Xima at ximasoftware.com/oemdownloads rather than through the Salesforce AppExchange.

Get the installation link for the package from ximasoftware.com/oemdownloads. It will resemble:
```
/packaging/installPackage.apexp?p0=04tHs000000T4qS
```
Combine it with the Salesforce organization's URL to form the full installation link, for example:
```
https://<org>.lightning.force.com/packaging/installPackage.apexp?p0=04tHs000000T4qS
```
Open the full link to begin installation
Select Install for Admins Only

📘
Installing the Package
See Salesforce's package installation guide for further assistance.

Configuring the Integration

Add the Softphone Utility

Go to Setup > Apps > App Manager
Find the target app (Sales App, unless using a different app) and select Edit
Under App Settings, select Utility Items > Add New > Open CTI Softphone
Click Save

Add the Contact Center Agent Client URL

Go to Setup, then search for Call Center > Call Centers
Edit the sample adapter, listed by default as Avaya Call Reporting Center Adapter
Enter the Contact Center Agent Client URL, formatted as an SSL URL with the language code appended, for example:
```
https://<hostname>.xima.cloud/ccagent/en
```

Add Salesforce Users to the Call Center

Add each Salesforce user who needs the integration to the call center. See Salesforce's guide on managing call center users.

Screen Pop Settings

Screen pop behavior within Salesforce is configured through Salesforce's own call center phone layout settings rather than a CCaaS Screen Pop Profile. See Salesforce's guide on configuring phone layouts.