Integrate Webex Contact Center with Salesforce (Version 2-New)

Requirements

Before you integrate Webex Contact Center with Salesforce console, ensure you have the following:

A production, sandbox or developer instance to install into. To create an account, go to the Salesforce developer portal at https://developer.salesforce.com/ and click Sign Up.
Administrator access to your Salesforce instance.
Lightning App from App Manager. Classic mode is not supported.
Download the latest Call Center .xml file from the Github repository: https://github.com/webex/webex-contact-center-crm-connectors/blob/main/salesforce/OpenCTI.callCenter-meta.xml.

Integrate

To integrate Webex Contact Center with the Salesforce console, complete the following tasks:

Install Webex Contact Center for Salesforce

Before you begin

This connector is available exclusively for customers using Development, Enterprise, and Ultimate editions of Salesforce only. It is not available in Group and Professional editions of Salesforce.

1	Install the CRM connector from this link — https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUl000000VK45IAG
2	Enter your username and password for the Salesforce organization in which you want to install the package, and click Log In.
3	Choose one of the following options: Install in Production—Choose this option if you have tested the application and are ready to go public. Install in Sandbox—Choose this option if you want to test the application against a copy of the production environment. The login URL is different for a sandbox environment. After you test the application in the sandbox, you must install the application in a production environment using the Install in Production option.
4	Confirm installation details and click Confirm and Install.
5	Log into Salesforce with your instance credentials when prompted.
6	On the Install screen, choose Install for Admins Only and click Install.
7	After the installation is complete, click Done.

Create a Softphone Layout

1	In Salesforce, click the gear icon in the upper-right corner and choose Setup.
2	Go to Feature Settings > Service > Call Center > Softphone Layouts.
3	Click New.
4	In the Name field, enter a name for the layout and check Is Default Layout.
5	In the Display these salesforce.com objects section, choose your items. These will be the objects searched to trigger the lookup and screen pop on an inbound call.
6	Set Screen Pop Settings according to desired behavior for matching records.
7	Click the Save button at the top when finished. Screen Pop is only available for inbound calls. For internal and outbound calls, a search is executed and the found data is displayed in the connector, but no screen gets popped. In order to display the name of a found record in the connector, the Softphone Layout for the given record has to contain the Name field. Otherwise, unknown error is displayed.

Configure the Call Center File

Download the latest call center definition file:

Visit the Github repository to download the latest call center definition file https://github.com/webex/webex-contact-center-crm-connectors/blob/main/salesforce/OpenCTI.callCenter-meta.xml.

Import the Call Center file

1	Go to Setup > Call Center > Call Centers.
2	Click Import. Choose the call center .xml file and click Import again.

Set Call Center Settings

Users will not see the Phone in their utility bar until this step is completed.

1	Go to Setup > Call Center > Call Centers.
2	Click Edit on the Call Center.
3	Set the WxCC Region at a minimum and Save. For more information on settings, see Customize tab.

Add users to Call Center

Users will not see the Phone in their utility bar until this step is completed.

1	Go to Setup > Call Center > Call Centers.
2	Click the name of the Cisco Call Center.
3	Click Manage Call Center Users at the bottom of the page.
4	Click Add More Users.
5	Define the parameters for your search and click Find or just click Find to list all users. Check the box next to the desired names and click Add to Call Center.

What to do next

Add Open CTI Softphone to App

1	Go to Setup > Apps > App Manager.
2	Click Edit on the Lightning App you will be working in.
3	Click Utility Items (Desktop Only) > Add Utility Item > Open CTI Softphone.
4	Click Save.

Add Agent Permission Set

1	Click Setup > Users > Permission Sets.
2	Click the name of the Webex Contact Center Agent permission set.
3	Click Manage Assignments.
4	Click Add Assignment to add users.
5	Check the users you want to add and then click Assign.

Customize

The following sections describe the configuration and customization of Webex Contact Center Salesforce Agent Desktop application. You can customize and automate different workflows for the agents while they handle both inbound and outbound calls through the Webex Contact Center Agent Desktop application.

Call Center configuration customizations

The following section describes the customization of each property of the Call Center configuration file. You can customize the behavior of Salesforce as per the required business use case.

Table 1. WxCC Settings
Call Center property	Description	Values
WxCC Settings	Wxcc Region used by agent	North America: us1 Canada: ca1 UK: eu1 EU: eu2 APJC: anz1 Japan: jp1 Singapore: sg1
WxCC WebRTC Domain	Domain, when using the “Desktop” mode	The domain is used to establish the correct WebRTC connection. Use the location of your WxCC tenant: US: rtw.prod-us1.rtmsprod.net ANZ: rtw.prod-as1.rtmsprod.net CA: rtw.prod-ca1.rtmsprod.net JP: rtw.prod-ja1.rtmsprod.net EU1: rtw.prod-uk1.rtmsprod.net EU2: rtw.prod-gm1.rtmsprod.net

Table 2. General Information
Call Center property	Description	Values
Internal Name	Unique name to reference the Call Center	[Default: WxCcCallCenter] Any unique name
Display Name	Unique display name for the Call Center	[Default: WxCC Call Center] Any unique name
Description	Description of the Call Center	[Default: Webex Contact Center Salesforce Integration] Any description
CTI Adapter URL	CDN path to the adapter	[Default: https://wxcc-crmconnectors.ciscoccservice.com/salesforce/connector/v1/index.html]
Use CTI API	Represents that the call center is using Open CTI	[Default: true] true or false
Softphone Height	Height of the adapter in pixels	[Default: 550] Any height
Softphone Width	Width of the adapter in pixels	[Default: 400] Any width
Salesforce Compatibility Mode	Determines where the softphone is visible (Do not change)	[Default: Lightning]

Table 3. Call Activity Record Creation
Call Center property	Description	Values
Date Format In Subject	Formatting of Date/Time in Task subject line	[Default: MM-DD-YYYY hh:mm a]
Subject Template	This field can include a mix of variables and static text. Example:{direction} Call {activityDatetime} {queueName} In this example, "Call" is static plain text, while {direction}and{activityDatetime} are variables. All variables must be enclosed in {} brackets. Only the variables {direction} and {activityDatetime} are supported as placeholders and replaced when the Call Activity record is created. CAD variables are not supported.	[Default: {direction} Call {activityDatetime}]
Record Call Live Notes	This feature flag enables the Write a note option from Log tab in the Connector.	[Default: true] true or false
Live Call Notes Field Mapping	Salesforce Field Name on the Task record to write notes.	[Default: Description]
Change Activity Record Ownership For Transferred Calls	This feature flag enables changing the ownership of the activity task record when an agent transfers a call to another agent. It ensures that only one activity record is created for each interaction.	[Default: true] true or false
CAD Variable Name That Holds Activity Id	Name of the CAD variable that holds the activity ID and is used to change the ownership of the activity record for transferred calls.
Object Field Mappings	This feature uses a string of comma separated key value pairs to map the WebexCC CAD variables and SFDC Field Names. Format: SF_Field_Name1={CADVariable1},SF_Field_Name2= {CADVariable2} Example: Category__c={Category},C Cisco_Queue__c={queueName},Language__c={Language} For the field mapping, only single CAD variables are allowed. Combinations of multiple CAD variables or with fix text are not supported.

On call answer, the Call Activity record is created, and the following Salesforce fields are automatically prefilled:

Salesforce field	Value
Subject	As defined in the “Subject Template” configuration
Ani	Calling number (=ani)
Dnis	Calling number (=dnis)
Queue Name	Name of the team assigned to the call (=virtualTeamName)
Call Object Identifier	Interaction ID (= interactionId)
Status	In Progress
Call Type	Inbound or Outbound
Other Salesforce fields	As defined in the “Object Field Map-pings” configuration

On end wrap-up, the following Salesforce fields are updated:

Salesforce field	Value
Call Duration	= Talk time (calculated from answer call until hangup, without
Call Result	Selected Wrapup reason (= wrapUpReason )
Status	Completed

Table 4. Outdial Configuration
Call Center property	Description	Values
Remove Phone Number Prefix Strings	Specify the country codes as a comma-separated list. These codes will be removed from the phone number field in SFDC on the outbound dial. Example: +1,+41,+49	Any country code

Table 5. Advanced Screen Pop Search Configuration
Call Center property	Description	Values
Advanced Screen Pop Enabled	Feature flag to enable Advanced Screen Pop Configurations	[Default: false] true or false
CAD Variable Name	Name of the CAD Variable that holds the ID to be searched in Softphone Layout.	Any CAD Variable
Remove ANI Prefix Strings	Specify the country codes as a comma-separated list. These codes will be removed from the phone number ANI on the inbound call. Example: +1,+41,+49	Any country code

Table 6. Case Management
Call Center property	Description	Values
Auto Case Creation For Inbound Calls	Option to create new case for every inbound call	[Default: false] true or false
Auto Case Creation For Outbound calls	Option to create new case for every outbound call	[Default: false] true or false
Open Case Object In Edit Mode	Option to open newly created case in edit mode	[Default: false] true or false
Object Field Mappings	This field uses a string of comma separated key value pairs to map the WebexCC CAD variables and SFDC Field Names. Format: Field_Name1={CADVariable1},Field_Name2= {CADVariable2} Example: Languages__c={Language},Subject=New case created,SuppliedCompany={Category},SuppliedName={Product},SuppliedPhone={ANI} For the field mapping, only single CAD variables are allowed. Combinations of multiple CAD variables or with fix text are not supported.

Table 7. Screen Pop Settings For No Record Match
Call Center property	Description	Values
Object Field Mappings	In the Softphone Layout, you can choose to create a new record for No matching record calls (Pop to new <Object type>). This field uses a string of comma separated key value pairs to map the WebexCC CAD variables and SFDC Field Names on this new object. Format: Field_Name1={CADVariable1},Field_Name2= {CADVariable2} Example: Languages__c={Language},Phone={ANI} For the field mapping, only single CAD variables are allowed. Combinations of multiple CAD variables or with fix text are not supported.

Table 8. Omni-Channel State Sync Configuration
Call Center property	Description	Values
Enable Omni-Channel Sync	The feature flag enables Voice/Omni state change based on incoming interactions. For more information about enabling Omni-Channel routing in Salesforce and setup instructions, please see: https://help.salesforce.com/s/articleView?id=sf.omnichannel_intro.htm	[Default: false] true or false
Omni-Channel Not Ready Reason	Name of the SFDC Omni-Channel "Busy" reason status used when the agent receives inbound call. This state must not be synchronized. That is, Webex cannot have a state with the same label. Example: Busy_Phone_Call	Any Presence Status Developer Name
WxCC Idle Reason Code	Name of the WxCC Idle Auxiliary code used when the agent receives Salesforce Omni-Channel routed task. This state must not be synchronized. That is, the Omni-Channel cannot have a state with the same label. Example: `Busy Omni`	Any WxCC Idle Auxiliary Code

If the Webex Contact Center idle reason Name and the Salesforce Omni Presence Name (label) are identically, the Webex Conact Center presence and the Salesforce Omni Presence are synchronized to the same state.

Table 9. Widget Settings
Call Center property	Description	Values
Send Browser Notifications	This feature flag enables browser-based pop-up notifications.	[Default: false] true or false

List of variables

These variables can be used to be mapped to Salesforce fields in the Call Activity record or Case record:

Variable name	Variable description
ani	Calling number
dn	Called number
virtualTeamName	Name of the team assigned to the call
ronaTimeout	Value of the Ring On No Answer parameter
Custom Webex CC variables	Name of the variable defined on the Webex CC flow designer
{direction}	Inbound or outbound call. Only supported in the Subject line of the Call Activity record.
{activityDateTime}	Current date and time. Only supported in the Subject line of the Call Activity record.

This example shows how to save ani, dn wrapupAuxCodeId, wrapupAuxCodeName into the short description field of the interaction:

{ "Key": "activityRecordMapping", "Value": "short_description= {ani} / {dn} / {wrapUpAuxCodeId} / {wrapUpAuxCodeName} "}

Screen Pop

A "Screen Pop" node is available in the WxCC Flow. It can be used to trigger a screen pop inside Microsoft Dynamics or in a separate window.  

Further information on this function can be found in the Flow Designer documentation.

Screen Pop in a separate window

To open the screen pop in a separate window an *absolute* URL must be provided in the "Screen Pop" node. The queryParameters will be appended as search parameters to the URL.

The following modes are supported:

New browser tab: Always opens a new browser tab.
Existing browser tab: On the first `Existing browser tab` screen pop, a new browser tab is opened. That tab will be the dedicated tab for subsequent `Existing browser tab` screen pops and the URL will be refresh within that specific browser tab.
Inside Desktop: It is handled the same way as *New browser tab*.

The currently opened page can prevent a redirect. In that case an `Existing browser tab` screen pop opens in a new browser tab.

If the URL is a relative path (without domain part) to a CRM element like a Visualforce Page or CRM record, this Salesforce element opens as a new CRM tab. The screen pop target (New Browser Tab, Existing Browser Tab, or Inside Desktop) is ignored.

WebRTC

The SalesForce connector supports WebRTC on the following browsers—

FireFox
Google Chrome

However, WebRTC is not supported on Microsoft Edge browser.

To enable WebRTC, enure that:

Webex CC Desktop profile allows Desktop.
WxCC WebRTC Domain field is confidured in the Call Center configuration set with the correct domain name..

Browser refresh requires you to logout and login again.
Device selection (micro/headset) is not possible (coming in the next release).

Release updates

This update (relevant on June 10, 2025) addresses the following enhancements and bug fixes:

No new package install required.

Features and Improvements

(Early Access) WebRTC calling through the connector
Automatically set Due Date to current date when creating the call log record in Salesforce

There is a new config file to enable WebRTC, please use the new config.

Bug Fixes

Agent states are synced regardless of configured "Enable Omni-Channel Sync" setting.
The connector changes back to "Available", even when the Agent selected a different state during the call.
Activity not left in progress if call is ended from agent device.
Call correctly handled if a customer hangs up a held call while the connector is being reloaded.
Customer call to agent B displayed even after agent A leaves conference call.
Display numbers correctly on courtesy callback calls.
Send request to end agent wrapup state only once.
Auto wrap up works even when a network glitch or refresh occurs.
e2e timezone related issue fixed.

Thanks for your feedback.