Configuring the CTI adapter in Salesforce - Documentation for BMC Helix Remedyforce 20.19.02

To integrate BMC Remedyforce with a CTI adapter, you must configure the CTI adapter in Salesforce.

Note

If you are using Open CTI Demo Adapter with an encrypted organization, you have to make some additional changes for encryption to work with Classic Open CTI Demo Adapter. For more details about the changes that you must make, see Salesforce Help.

To configure users for the CTI adapter

Navigate to Setup > Customize > Call Center > Call Centers.
On the call center detail page, in the Call Center Users section, click Manage Call Center Users.
Click Add More Users.
On the Search For New Users page, enter search criteria to search for the required users, and click Find.
Select the users that you want to add to the call center, and click Add To Call Center.

To configure soft phone layouts

Navigate to Setup > Customize > Call Center > SoftPhone Layouts.
Click New.
In the Name text box, enter a name for the layout.
If you want to make this layout the default, select the Is Default Layout check box.
In the Display these salesforce.com objects section, click Add/Remove Objects.
From the Available list, select Incident and click the right arrow to move it to the Selections list.
In the If single incident found, Display section, click Edit.
From the Available list, select Description and click the right arrow to move it to the Selections list.
In the CTI 2.0 or Higher Settings > No matching records section, click Edit.
In the Screen pops open within section, select New browser window or tab.
Select the Pop to Visualforce page, and from the Pop to Visualforce page lookup, select CTIPage.
To open a single incident record, perform one of the following steps:
- To open the incident record on the Remedyforce Console tab or the Incident Console tab, in the Single-matching record section, select Pop to Visualforce page, and from the Pop to Visualforce page lookup, select CTIPage.
- To open the incident record on the Incidents tab (Salesforce page layout), in the Single-matching record section, select Pop detail page.
To open multiple incident records, perform one of the following steps:
- To open the incident records on the Remedyforce Console tab or the Incident Console tab, in the Multiple-matching records section, select Pop to Visualforce page, and from the Pop to Visualforce page lookup, select CTIPage.
- To open the incident records on the Incidents tab (Salesforce page layout), in the Multiple-matching records section, select Pop to search page.
Click Save.

Support for Open CTI adapter

If you want to use the Open CTI adapter, ensure that it is installed in your Salesforce organization on which BMC Remedyforce application is installed. You must configure the Open CTI in a way that when a call is received the BMCServiceDesk__CTIPage is opened. The BMCServiceDesk__CTIPage uses the ANI query string parameter to get the caller's phone number. For example, BMCServiceDesk__CTIPage?ANI=<caller number>.

For this to work properly, the phone number of a caller must be correctly populated in the User object. This CTIPage page locates the caller based on the phone number and redirects appropriately to Remedyforce Console.

If your Open CTI is using a different query string parameter, to pass the caller number you can use the CTI Caller Parameter custom setting to configure the required parameter.