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How to enable Sharpen SalesForce OpenCTI for Users

Last Updated: Nov 08, 2016 09:32PM EST

Login to Salesforce

Go to your name in the top right corner and select “Setup”

If you are setting this up for just a few users:

  1. Manage Users

  2. Users

  3. Select the user you want to add

  4. Look for Call Center and check the box to enable.

If you want to mass enable users:

  1. Search for Call Center in top left corner

  2. Under App Setup choose Call Center

  3. Select Continue

  4. Open Sharpen OpenCTI

  5. Select “Manage Call Center Users”

  6. Select “Add More Users”

  7. Select “Find”

  8. Select the users you want to add and select “Add to Call Center”

Once Enabled for the users follow the next steps:
  1. Select “Leads or Accounts or Contacts”

  2. In the top left corner you will see a login box.  Type in your Sharpen login.

  3. Select “Link Account”

  4. The login box will disappear and you are linked together between Sharpen and your SalesForce Account.

If the login screen does not display or shows a blue box make the following change:

Go to setup and search for call center.

Select "Call Centers" under App Setup

Select "SharpenCTI"

Look at the CTI Adapter URL and make sure it matches the following if you have a custom URL:

https://"your instance name"--sharpen."version"

If using a standard salesforce address like ( the CTI Adapter URL should look like:

If these selections do not work complete the following:
  • App Setup - Installed Packages
  • Open SharpenOpenCTI package
  • View Components
  • Under Package Components Select fvCTIPhone - Type (Visualforce Page)
  • Click Preview
  • Take the URL in the address bar and update the CTI Adapter URL


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