Setting up the Sharpen CTI in Salesforce

Introduction

Salesforce allows organizations to integrate telephony systems using the Call Center feature. This guide walks you through the process of creating a Call Center in Salesforce and uploading an XML file to configure it.

Step 1: Enable Call Center in Salesforce

1. Log in to your Salesforce instance with administrator privileges.

2. Click on the App Launcher (grid icon) in the top-left corner.

3. Search for and select Call Centers.

4. If Call Centers is not visible, navigate to Setup (gear icon) > Quick Find and search for "Call Centers."

5. Click New to create a new Call Center.

Step 2: Upload an XML Configuration File

1. Download the XML configuration file specifically corresponding to your designated isolation zone below.

   1. Isolation Zones

      1. IZ0

         1. Download: sharpenCallCenterIZ0.xml

      2. IZ1

         1. Download: sharpenCallCenterIZ1.xml

2. In the Call Centers section, click Import.

3. Click Choose File and select your XML file.

4. Click Import to upload and process the file.

5. Verify that the Call Center details appear correctly.

Step 3: Assign Users to the Call Center

1. Open the newly created Call Center record.

2. Click Manage Call Center Users.

3. Click Add More Users.

4. Use filters or search to find the users you want to assign.

5. Select the users and click Add to Call Center.

Step 4: Verify the Integration

1. Ensure that the telephony system is properly connected.

2. Test by making a call through Salesforce.

3. Verify that the call logs and data appear correctly in Salesforce.