Enable the Open CTI softphone

As part of a migration from Salesforce Classic to Salesforce Lightning, enable the Open CTI softphone. The CTI softphone appears as a Phone icon in the lower left corner of the Salesforce Lightning Experience. Clicking the phone icon displays the softphone application inside the Salesforce Lightning Experience. In order for the phone icon to appear, you must associate it with the appropriate Lightning app.

Note: See also the Salesforce documentation, Add Users and a Softphone to the Call Center.

1. In the Lightning Experience, in the Setup search text box, type “App Manager.” Select Apps > App Manager.

2. In the Lightning Experience App Manager, find the LightningSales row. Click the down arrow and select Edit.

   

3. In the Edit App view, select the Utility Bar tab.

4. Next to Utility Bar Items, click Add.

5. In the Search components text box, type phone. Then select Open CTI softphone.

   

6. Complete the Utility Item Properties as follows:

   Label	Phone
   Icon	call
   Panel Width	200
   Panel Height	450

Note: Load in background when app opens checkbox must be selected. Clearing this checkbox can cause the phone to not function correctly.

7. Click Done.

Troubleshooting the CTI Softphone

If the PureConnect for Salesforce softphone is not visible in the Lightning Experience, check the following:

• Ensure you have assigned the user to the PureConnect for Salesforce Lightning" Call Center.

• Ensure you have enabled the Open CTI softphone.

• Ensure the User is not using a Classic App in Lightning. Salesforce does not support the Open CTI softphone for Classic Apps running in the Lightning Experience.