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Will Machugh Salesforce Lightning / Switchvox 6.3.4.1 CTI Integration
I have setup a CTI integration with Switchvox. I am not getting any kind of SoftPhone showing up in my Salesforce console.
<?xml version="1.0" encoding="UTF-8"?>
<callCenter>
<section sortOrder="0" name="reqGeneralInfo" label="General Information">
<item sortOrder="0" name="reqInternalName" label="InternalName">SwitchvoxCTI</item>
<item sortOrder="1" name="reqDisplayName" label="Display Name">SwitchvoxCTI</item>
<item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://pbx.i.farm/realtime/salesforce/</item>
<item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
<item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">480</item>
<item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">300</item>
</section>
<section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
<item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix">9</item>
<item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix">1</item>
<item sortOrder="2" name="reqInternationalPrefix" label="International Prefix">01</item>
</section>
</callCenter>
I can be reached at +1 (206) 402-0911 for diagnosing this issue.
- I have a new instance of Salesforce. My email address is wmachugh@i.farm.
- I have a switchvox pbx running the latest version of Switchvox which is version 6.3.4.1. The hostname is pbx.i.farm.
- I followed the directions on the following link that is listed as the current plugin specification for the Switchvox interface.
- http://kb.digium.com/articles/FAQ/How-do-i-set-up-the-Switchvox-Salesforce-Plugin?retURL=%2Fapex%2FknowledgeProduct&popup=false
- I have created a support ticket with Digium. The support ticket is #00612590. They reviewed my setup and said my configuration is correct. They have escalated it to their engineers. My system number is NXT600. You may call them at (256) 428-6161
- I have created a trouble ticket at Salesforce. The ticket number is 15661037. They say my only interface to technical support is through the developer forum.
- I have tried switching from Lightning to Classic user interfaces. On the Classic interfaces a small window where the SoftPhone plugin should go shows up, but it's blank. After some time it displays a message 502. When I switch back to Lightning interface, there is no change to the user interface.
<?xml version="1.0" encoding="UTF-8"?>
<callCenter>
<section sortOrder="0" name="reqGeneralInfo" label="General Information">
<item sortOrder="0" name="reqInternalName" label="InternalName">SwitchvoxCTI</item>
<item sortOrder="1" name="reqDisplayName" label="Display Name">SwitchvoxCTI</item>
<item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://pbx.i.farm/realtime/salesforce/</item>
<item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
<item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">480</item>
<item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">300</item>
</section>
<section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
<item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix">9</item>
<item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix">1</item>
<item sortOrder="2" name="reqInternationalPrefix" label="International Prefix">01</item>
</section>
</callCenter>
I can be reached at +1 (206) 402-0911 for diagnosing this issue.
https://pbx.i.farm/realtime/salesforce/
username: 375
password: 112233
You should be able to browse to this link, user that username and password, and log into our switchvox system. I'd expect this to show up in the Salesforce Classic panel. I'm not sure what it should look like in Lightning.
- The current plugin on Swichvox 6.3.4.1 is only designed for Salesforce Classic. It is not designed to work in Salesforce Lightning.
- The plugin requires that the Switchvox system have a valid SSL certificate installed. That's not documented anywhere.
- The plugin does not work on Safari on OSX Sierra. It does work on Chrome.
- I have notified Digium that they need to update their plugin to support the newer CTI interface. Today is 2/4/2017 so hopefully that happens soonish. This was done with case number 00612590 from Digium.
- I posted an example of how to test the current plugin with a username and password on my PBX for Salesforce staff to test. I have since removed it. If they want to contact me I'll recreate it for test purposes.
In case anybody cares, here is the documentation from Salesforce that says how to implement the newer CTI interface.Lightning Open CTI
https://developer.salesforce.com/page/Lightning_Open_CTI
GitHub Example of Adapter
https://github.com/developerforce/open-cti-demo-adapter
Get Started with Open CTI
https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm
Hopefully this helps… If there is anything I can do to help expedite this connector please let me know. It’s my understanding that you guys at Digium actually use Salesforce and so getting to this to work would be nice.