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nikhild1.3910144768520398E12 SoftPhone Custom Visualforce page not working in Open CTI
Hi,
We have developed .NET Application & included it in Call center CTI Adapter Url . All the things are working well, when the call comes its searches phone field in objects , get the results & open the record in new tab in Service cloud console with the ANI no. With standard all the things are working as expected.
But the issue we want to open our Custom VF page when the call comes instead of standard one.So created VF page & controller & that page is poping up instead of standard one. Now the main problem is we are not getting ANI no. neither in VF page nor in Controller .
1 ) We tried get ANI no. in Apex controller via url, host url, current url etc...but nothing is working.
2) In Vf page we tried to get via including interaction.js file & using its methods , but those methods are not getting called on page load.
Has anyone face the same issue in using open CTI in salesforce?
Can anyone please help me to fix this error.
We have developed .NET Application & included it in Call center CTI Adapter Url . All the things are working well, when the call comes its searches phone field in objects , get the results & open the record in new tab in Service cloud console with the ANI no. With standard all the things are working as expected.
But the issue we want to open our Custom VF page when the call comes instead of standard one.So created VF page & controller & that page is poping up instead of standard one. Now the main problem is we are not getting ANI no. neither in VF page nor in Controller .
1 ) We tried get ANI no. in Apex controller via url, host url, current url etc...but nothing is working.
2) In Vf page we tried to get via including interaction.js file & using its methods , but those methods are not getting called on page load.
Has anyone face the same issue in using open CTI in salesforce?
Can anyone please help me to fix this error.
I'm assuming you are using the searchAndScreenPopAPI. In the case, to pass parameters to the popped visualforce page, use the "params" argument in the API call.
Example -
Screen pop call Signature:
sforce.interaction.searchAndScreenPop(searchParams:string, queryParams:string, callType:string, (optional) callback:function);
Example call :
sforce.interaction.searchAndScreenPop('Acme', 'ANI=41555512121&DNIS=8006661234', 'inbound', callback);
You can pass any data to a Visualforce screen pop via the params argument. Hope that helps.
So, according to your suggestion, the function
sforce.interaction.searchAndScreenPop('Acme', 'ANI=41555512121&DNIS=8006661234', 'inbound', callback);
will pop up the custom VF page that we have set in above screenshot, and pass the parameters to this page. If this is the case, where do we include this sforce.interaction.searchAndScreenPop function? This certainly cannot be included in the above page, as thepage opens up after the call has come.
also, the parameters that are being passed to this function are to be fetched from call event data. So where do we include these two functions?
Does this means that we need to add this function in CTI Adapter call center Url ?
Currently when we set softphone layout setting to pop to search page we are getting the ANI number as soon as call comes automatically & following tab appears
In this Tab name is the ANI no. that pre-populates
So could you please tell us how to proceed.
Can you confirm you are using Open CTI? See - http://blogs.salesforce.com/company/2012/08/open-cti-moving-cti-integrations-to-the-cloud.html
If yes, please do the following -
- Select "Pop to visualforce page" in the softphone layout for
--- "Single matching record"
--- "No matching records"
--- and "Multiple matching records"
The target of this should be your "MultiSearchResult" page.
- On an incoming call, invoke the searchAndScreenPop API with sforce.interaction.searchAndScreenPop('Acme', 'ANI=41555512121&DNIS=8006661234', 'inbound', callback);
You will see that the screenpop page is your "MultiSearchResult" page. The URL parameters of this page will have ANI=41555512121&DNIS=8006661234'.
You asked -
If this is the case, where do we include this sforce.interaction.searchAndScreenPop function?
The sforce.interaction.searchAndScreenPop is the function that performs the screenpop. How are you doing a screen pop now? You would call search and screenpop in the same place.
also, the parameters that are being passed to this function are to be fetched from call event data. So where do we include these two functions?
Where you are performing the screenpop currently.
But we are not using the standard Appexchange packages ,we specially configured according to our requirement by contacting them.
So we can't change .net Code & its configuration ,because standard features are working as expected no isues in that.
Opening which tab when call comes is completely handle by Salesforce i.e Softphone layout settings . When we set layout to open search page on multiresult its opens with ANI number & when we set to open VF page on layout its opens up but we didn't get any ANI number in URL paramers.
In Apex Controller when we try to get URl paramters we see URL as instance/apex/ourpage? some standard paramters....in this we didn't get any incoming call number details .
So could you please tell us how to proceed now.
Can u please explain us this in detail , on how to achieve this ?
Did you find any solution for this?
Actually I am also facing the same issue . I used a custom vf page but not able to get the ANI value.
I came across the same issue. Does any of the you have got the solution for this.appreciate any help on this. Thank you.
Hi Keving,
you mentioned page 37 of the admin guide. Could you please let me know which admin guide you are referring to. Thank you
I am started working on the Opne CTI.
For incoming call notification, i developed the REST API and give it to the vendor to give the request with param. i got the request as well. but at the time request how we can popop the VF page.
Is there any configuration required at the vendor level(who will provice the CTI service).
Thanks. Is Streaming API will helpful in this place for popup notifications?
Thanks.
Actually i am working on the incoming call notification using Open CTI with third party telephony vendor. We are using the REST API for connectivity.
For inbound call, they are passing the params(caller number and agent extension) to the REST service which i have developed in SF.
SF also able th receive the params but how it will notify(linked to) the adapter. how the pop up will come out. i dont have idea on this. So i just tried with Streaming API.
Please Suggest. Thanks in advance.
Regards,
Suren
@Surendran Did you find any solution to the same? I am working on lightning open CTI Integration with Twilio and Salesforce. I have started a basic set up of this integration from this Moometric.com (https://moometric.com/integrations/sf/salesforce-open-cti-lightning-with-twilio-tutorial/). Using Twilio I am sending the inbound/outbound call data to the Apex Rest Webservice but not sure how can we pass this information further to the Visualforce page and execute a screen pop method. Any sort of ideas or information is most welcome.
Thanks & Regards
DG
Looking for a similar solution, where when a call lands on my Telephony provider, we are informed about the call events to our REST API configured in Telephony Provider, however how do we show a screen pop on the agent's machine who is being called? Considering the REST API is on our server and screen_pop is a client side function.
How can I make my server API tell the Salesforce about an inbound call, ad pop relevant information?