Salesforce Open CTI Developer Guide

Open CTI Developer Guide

Version 39.0, Spring ’17

@salesforcedocs

Last updated: April 3, 2017

©

Copyright 2000–2017 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners.

CONTENTS

Chapter 1: Get Started with Open CTI

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Why Your UI Matters

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Open CTI Method Parity

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Other Voice Solutions

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Customize Functionality

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Open CTI Support Policy

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Backward Compatibility

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

API Support

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 2: Call Center Definition Files

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Call Center Definition File Format

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Required Elements and Attributes

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Optional Elements and Attributes

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Specify Values for <item> Elements

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Sample Call Center Definition File

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 3: Working with Open CTI

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Connect to Open CTI

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Demo Adapter

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Asynchronous Calls

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Sample HTML Page

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Work with Force.com Canvas

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Best Practices

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Chapter 4: Methods for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

disableClickToDial() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

enableClickToDial() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

getAppViewInfo() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

getCallCenterSettings() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

getSoftphoneLayout() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

isSoftphonePanelVisible() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

onClickToDial() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

onNavigationChange() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

refreshView() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

runApex() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

saveLog() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

screenPop() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

searchAndScreenPop() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

setSoftphoneItemIcon() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Contents

setSoftphoneItemLabel() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

setSoftphonePanelHeight() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

setSoftphonePanelIcon() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

setSoftphonePanelLabel() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

setSoftphonePanelVisibility() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

setSoftphonePanelWidth() for Lightning Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Common Error Messages for Lightning Experience Methods

. . . . . . . . . . . . . . . . . . . . . . . . 64

Chapter 5: Methods for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Methods for Salesforce Application Interaction

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

getPageInfo() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

isInConsole() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

isVisible() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

notifyInitializationComplete() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . 71

onFocus() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

onObjectUpdate() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

refreshObject() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

refreshPage() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

refreshRelatedList() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

reloadFrame() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

runApex() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

saveLog() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

screenPop() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

searchAndGetScreenPopUrl() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . 83

searchAndScreenPop() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

setVisible() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Methods for Computer-Telephony Integration (CTI)

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

disableClickToDial() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

enableClickToDial() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

getCallCenterSettings() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

getDirectoryNumbers() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

getSoftphoneLayout() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

onClickToDial() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

setSoftphoneHeight() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

setSoftphoneWidth() for Salesforce Classic

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Chapter 6: Other Resources

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Open CTI Typographical Conventions

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

INDEX

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

CHAPTER 1

Get Started with Open CTI

Build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call

Center using a browser-based JavaScript API.

To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines.

After you develop an Open CTI implementation, you can integrate it with Salesforce using Salesforce

Call Center.

Here’s how Open CTI connects to your telephony system.

EDITIONS

Available in: Salesforce

Classic and Lightning

Experience

Available in: Professional,

Enterprise, Performance,

Unlimited, and Developer

Editions

Note: The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce

Classic and Lightning Experience. You can’t swap the two Open CTI APIs in custom JavaScript code because they behave and function differently. Make sure that you think about where you want to implement your CTI system before you begin developing.

With Open CTI, you can:

•

Build CTI systems that integrate with Salesforce without the use of CTI adapters.

•

Create customizable softphones (call-control tools) that function as fully integrated parts of Salesforce and the Salesforce console.

•

Provide users with CTI systems that are browser and platform agnostic, for example, CTI for Microsoft

®

Internet Explorer

®

, Mozilla

®

Firefox

®

, Apple

®

Safari

®

, or Google Chrome

™

on Mac, Linux, or Windows machines.

To implement Open CTI, it helps if you have a basic familiarity with: CTI, JavaScript, Visualforce, web services, software development, the

Salesforce console, and the Salesforce Call Center.

Keep in mind that Open CTI is only available for use with JavaScript pages. The examples in this guide are in JavaScript. You can use

Open CTI in JavaScript to embed API calls and processes.

1

Get Started with Open CTI Why Your UI Matters—Open CTI for Salesforce Classic vs.

Lightning Experience

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce Classic and

Lightning Experience.

Method Parity Between Open CTI for Salesforce Classic and Lightning Experience

The methods provided in the two APIs aren’t always the same. Some Salesforce Classic methods aren’t available in Lightning

Experience and some have been renamed.

Open CTI and Other Voice Solutions

Open CTI integrates third-party CTI systems with Salesforce. But do you wonder what came before? Or what the difference is between

Salesforce Voice?

Customize Open CTI Functionality

Your organization may have complex business processes that are unsupported by Open CTI functionality. Not to worry. When this is the case, the Force.com platform offers advanced administrators and developers several ways to implement custom functionality.

Open CTI Support Policy

The current release of Open CTI is the only version that receives enhancements.

SEE ALSO:

Salesforce Help: Salesforce Call Center

Salesforce Help: Salesforce Console

Salesforce Help: Supported Browsers

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning

Experience

The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce Classic and

Lightning Experience.

Important: You can’t swap the two Open CTI APIs in custom JavaScript code because they behave and function differently. Make sure that you think about where you want to implement your CTI system before you begin developing.

What’s the difference between the two Open CTI APIs?

•

You connect to the API differently.

In Salesforce Classic

/support/api/39.0/interaction.js

In Lightning Experience

/support/api/39.0/lightning/opencti_min.js

•

The input syntax for methods is different.

In Salesforce Classic

Input example: sampleMethod(

var1

,

var2

…)

2

Get Started with Open CTI Method Parity Between Open CTI for Salesforce Classic and

Lightning Experience

In Lightning Experience

Input example: sampleMethod({ arg1 : arg2 :

value1

,

value2

,

...

})

•

The two APIs provide similar methods, but a few methods behave differently. The input and output for methods can be different.

Which Open CTI API do I use?

Remember that the APIs can’t be swapped. If your users plan to switch between user interfaces, make sure that they understand that the CTI system might behave or function differently depending on what user interface they’re working in.

Use Open CTI for Salesforce Classic if...

•

You want to make calls using a softphone in Salesforce Classic

•

You want to make calls using a softphone in a Salesforce Classic console app

Use Open CTI for Lightning Experience if...

•

You want to make calls using a softphone in Lightning Experience

•

You want to make calls using a softphone in a Lightning Experience console app

Are there any setup considerations?

To make calls in Lightning Experience, complete the following.

•

Create a Lightning app and add the Open CTI Softphone to your utility bar.

•

In the call center definition file, the reqSalesforceCompatibilityMode

item must be set to

Lightning

or

Classic_and_Lightning

.

Open CTI for Lightning Experience works only in Lightning apps—it doesn’t work in Salesforce Classic apps. Even though you can view

Salesforce Classic apps in Lightning Experience, those apps are still Classic apps under-the-covers. To check if your app is a Lightning app, use the App Manager in Setup.

If you want your Open CTI implementation to work in Lightning Experience and in a console in Salesforce Classic, develop a unique implementation that uses both Open CTI for Salesforce Classic and Lightning Experience.

SEE ALSO:

Method Parity Between Open CTI for Salesforce Classic and Lightning Experience

Method Parity Between Open CTI for Salesforce Classic and Lightning

Experience

The methods provided in the two APIs aren’t always the same. Some Salesforce Classic methods aren’t available in Lightning Experience and some have been renamed.

3

Get Started with Open CTI

Salesforce Classic Method

disableClickToDial() enableClickToDial() getCallCenterSettings() getDirectoryNumbers() getPageInfo() getSoftphoneLayout() isInConsole() isVisible() notifyInitializationComplete() onClickToDial() onFocus () refreshPage() refreshRelatedList() reloadFrame() runApex() saveLog() screenPop()

Method Parity Between Open CTI for Salesforce Classic and

Lightning Experience

Available in

Lightning

Experience?

Notes About Lightning Experience Support

Uses the same method name in Open CTI for Lightning.

Uses the same method name in Open CTI for Lightning.

Uses the same method name in Open CTI for Lightning.

Not yet supported.

The same functionality is provided in the Open CTI for

Lightning method getAppViewInfo

.

Uses the same method name in Open CTI for Lightning.

Not yet supported.

The same functionality is provided in the Open CTI for

Lightning isSoftphonePanelVisible

.

Not yet supported.

Uses the same method name in Open CTI for Lightning.

The same functionality is provided in the Open CTI for

Lightning method onNavigationChange

.

The same functionality is provided in the Open CTI for

Lightning method refreshView

.

The same functionality is provided in the Open CTI for

Lightning method refreshView

.

The same functionality is provided in the Open CTI for

Lightning method refreshView

.

Uses the same method name in Open CTI for Lightning.

Uses the same method name in Open CTI for Lightning.

Uses the same method name in Open CTI for Lightning.

4

Get Started with Open CTI

Salesforce Classic Method

searchAndGetScreenPopUrl() searchAndScreenPop() setSoftphoneHeight() setSoftphoneWidth() setVisible()

Open CTI and Other Voice Solutions

Available in

Lightning

Experience?

Notes About Lightning Experience Support

To recreate this functionality, use searchAndScreenPop in Open CTI for Lightning

Uses the same method name in Open CTI for Lightning.

The same functionality is provided in the Open CTI for

Lightning method setSoftphonePanelHeight

.

The same functionality is provided in the Open CTI for

Lightning method setSoftphonePanelWidth

.

The same functionality is provided in the Open CTI for

Lightning method setSoftphonePanelVisibility

.

SEE ALSO:

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

Open CTI and Other Voice Solutions

Open CTI integrates third-party CTI systems with Salesforce. But do you wonder what came before? Or what the difference is between

Salesforce Voice?

What came before Open CTI?

Desktop CTI, also known as the CTI Toolkit, is the predecessor to Open CTI. Desktop CTI required adapters to be installed on each call center user’s machine. With Open CTI, those user-side adapters are a thing of the past.

Important: Desktop CTI is retired and you must migrate to Open CTI. Work with your partners to create an Open CTI implementation.

What about Salesforce Voice?

If you’re confused between Salesforce Voice and Open CTI, don’t be. Salesforce Voice provides a way to provision numbers and make calls directly from Salesforce. However, if you already have a telephony system in place, Open CTI is the way to go since it integrates to that existing system.

SEE ALSO:

CTI Toolkit Retirement FAQ

Salesforce Help: Make and Receive Calls with Voice

5

Get Started with Open CTI Customize Open CTI Functionality

Customize Open CTI Functionality

Your organization may have complex business processes that are unsupported by Open CTI functionality. Not to worry. When this is the case, the Force.com platform offers advanced administrators and developers several ways to implement custom functionality.

Feature

SOAP API

Description

Use standard SOAP API calls if you want to add functionality to a composite application that processes only one type of record at a time and does not require any transactional control (such as setting a

Savepoint or rolling back changes).

For more information, see the

SOAP API Developer's Guide

.

Visualforce

Salesforce Console Integration

Toolkit

The Salesforce Console Integration Toolkit lets you implement custom functionality for the Salesforce console. For example, you can use the Salesforce Console Integration Toolkit to display Visualforce pages or third-party content as tabs in the Salesforce console. The Salesforce Console Integration

Toolkit is an API that uses browsers as clients to display pages in the console.

For more information, see the

Salesforce Console Integration Toolkit Developer Guide

.

Apex

Visualforce consists of a tag-based markup language that gives developers a more powerful way of building applications and customizing the Salesforce user interface. With Visualforce you can:

•

Build wizards and other multistep processes.

•

Create your own custom flow control through an application.

•

Define navigation patterns and data-specific rules for optimal, efficient application interaction.

For more information, see the

Visualforce Developer's Guide

.

Use Apex if you want to:

•

Create Web services.

•

Create email services.

•

Perform complex validation over multiple objects.

•

Create complex business processes that are not supported by workflow.

•

Create custom transactional logic (logic that occurs over the entire transaction, not just with a single record or object).

•

Attach custom logic to another operation, such as saving a record, so that it occurs whenever the operation is executed, regardless of whether it originates in the user interface, a Visualforce page, or from SOAP API.

For more information, see the

Apex Developer Guide

.

Open CTI Support Policy

The current release of Open CTI is the only version that receives enhancements.

Previous versions might or might not receive fixes. When a new version is released, the previous version remains available.

6

Get Started with Open CTI Backward Compatibility

Backward Compatibility

Salesforce strives to make backward compatibility easy when using Open CTI.

API Support

Salesforce is committed to supporting each Open CTI version for a minimum of three years from the date of its first release.

Backward Compatibility

Salesforce strives to make backward compatibility easy when using Open CTI.

Each new Salesforce release consists of two components:

•

A new release of platform software that resides on Salesforce systems

•

A new version of the API

Open CTI matches the API version for any given release. For example, if the current version of SOAP API is 39.0, then there’s also a version

39.0 of Open CTI.

We maintain support for each Open CTI version across releases of the platform. Open CTI is backward compatible in that an application created to work with a given Open CTI version will continue to work with that same Open CTI version in future platform releases.

Salesforce doesn't guarantee that an application written against one Open CTI version will work with future Open CTI versions: Changes in method signatures and data representations are often required as we continue to enhance Open CTI. However, we strive to keep

Open CTI consistent from version to version with minimal changes required to port applications to newer Open CTI versions.

For example, an application written using Open CTI version 37.0, which shipped with the Summer ’16 release, will continue to work with

Open CTI version 37.0 on the Winter ’17 release and on future releases. However, that same application might not work with Open CTI version 38.0 without modifications to the application.

API Support

Salesforce is committed to supporting each Open CTI version for a minimum of three years from the date of its first release.

To improve the quality and performance of Open CTI, versions that are more than three years old might not be supported.

When a Open CTI version is scheduled to be unsupported, a no-longer-available notice will be given at least one year before support for the version ends. Salesforce will directly notify customers using Open CTI versions that will no longer be available.

7

CHAPTER 2

Call Center Definition Files

A call center definition file specifies a set of fields and values that are used to define a call center in Salesforce for a particular softphone.

Salesforce uses call center definition files to support the integration of Salesforce CRM Call Center with multiple CTI system vendors.

A call center in Salesforce CRM Call Center must have a call center definition file that works specifically with a softphone. If you build a custom softphone with Open CTI, you must write a call center definition file to support it. The first instance of a call center for a particular softphone must be defined by importing the adapter's call center definition file into Salesforce. Subsequent call centers can be created by cloning the original call center that was created with the import.

If your organization modifies a softphone or builds a new one, you must customize the softphone’s call center definition file so that it includes any additional call center information that is required. For example, if you are building a softphone for a system that supports a backup server, your call center definition file should include fields for the backup server's IP address and port number. Softphones for systems that don’t have a backup server, don’t need those fields in their associated call center definition files.

Use a text or XML editor to define a call center definition file.

Important: The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce

Classic and Lightning Experience. The reqSalesforceCompatibilityMode

item in your call center definition file identifies the user interface you plan to use—Salesforce Classic, Lightning Experience, or both. If no value is specified, the default is

Classic

. This item is optional, but to make calls in Lightning Experience you must specify

Lightning

or

Classic_and_Lightning

.

Call Center Definition File Format

A call center definition file consists of three XML elements: callCenter

, section

, and item

.

Required Call Center Elements and Attributes

The call center definition file must include the required

<item >

elements in the

<section >

element.

Optional Call Center Elements and Attributes

The call center definition file can include optional

<item >

elements in the

<section >

element.

Specify Values for <item> Elements

With the exception of the reqInternalName <item >

, whose value must always be specified in a call center definition file, you can specify

<item >

values either in the call center definition file or in Salesforce once the definition file has been imported.

Sample Call Center Definition File

Each call center definition file looks different. This example shows you what a call center definition file looks like for an org using

Salesforce Classic and Lightning Experience.

SEE ALSO:

Salesforce Help: Set Up a Call Center

Salesforce Help: Creating a Call Center

8

Call Center Definition Files Call Center Definition File Format

Call Center Definition File Format

A call center definition file consists of three XML elements: callCenter

, section

, and item

.

The following list provides details about the properties and attributes of each element:

callCenter

This element represents a definition for a single call center phone system. At least one

<callCenter >

element must be included in every call center definition file. A

<callCenter >

element consists of one or more

<section >

elements.

section

This element represents a grouping of related data fields, such as server information or dialing prefixes. When a call center is edited in Salesforce, fields are organized by the section to which they are assigned. A

<section >

element belongs to a single

<callCenter >

element, and consists of one or more

<item >

elements.

Attributes:

Name

sortOrder

Type

Positive Integer

Required?

Required name label

String

String

Required

Optional

Description

The order in which the section should appear when the call center is edited in Salesforce. For example, a section with sortOrder="1"

comes just before a section with sortOrder="2"

.

The values for sortOrder

must be non-negative integers, and no numbers can be skipped within a single call center definition.

For example, if there are three section elements in a call center definition file, one

<section >

element must have sortOrder="0"

, one

<section >

element must have sortOrder="1"

, and one

<section >

element must have sortOrder="2"

.

The internal name of the section as defined in the Salesforce database. You can use this value to refer to the section when writing custom adapter or SoftPhone code.

Names must be composed of only alphanumeric characters with no white space or other punctuation. They are limited to 40 characters each.

Names beginning with req

are reserved for required Salesforce sections only (see Required Call Center Elements and Attributes ).

Other reserved words that cannot be used for the name

attribute include label

, sortOrder

, internalNameLabel

, and displayNameLabel

.

The name of the section when viewed in Salesforce. Labels can be composed of any string of UTF-8 characters. They are limited to

1000 characters each.

9

Call Center Definition Files Required Call Center Elements and Attributes

item

This element represents a single field in a call center definition, such as the IP address of a primary server or the dialing prefix for international calls. When call centers are edited in Salesforce, each

<item >

element is listed under the section to which it belongs.

You can have multiple

<item >

elements in a

<section >

element.

Attributes:

Name

sortOrder

Type

Positive Integer

Required?

Required name label

String

String

Required

Optional

Description

The order in which the item should appear when the call center is edited in Salesforce. For example, an item with sortOrder="1" comes just before an item with sortOrder="2"

.

The values for sortOrder

must be non-negative integers, and no numbers can be skipped within a single call center definition.

For example, if there are three item elements in a call center definition file, one

<item >

element must have sortOrder="0"

, one

<item >

element must have sortOrder="1"

, and one

<item >

element must have sortOrder="2"

.

The internal name of the item as defined in the Salesforce database.

You can use this value to refer to the item when writing custom adapter or SoftPhone code.

Names must be composed of only alphanumeric characters with no white space or other punctuation. They are limited to 40 characters each.

Names beginning with req

are reserved for required Salesforce sections only (see Required Call Center Elements and Attributes ).

Other reserved words that cannot be used for the name

attribute include label

, sortOrder

, internalNameLabel

, and displayNameLabel

.

The name of the item when viewed in Salesforce. Labels can be composed of any string of UTF-8 characters. They are limited to

1,000 characters each.

SEE ALSO:

Salesforce Help: Call Center Definition Files

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

Required Call Center Elements and Attributes

The call center definition file must include the required

<item >

elements in the

<section >

element.

Important:

The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce

Classic and Lightning Experience. The reqSalesforceCompatibilityMode

item in your call center definition file identifies the user interface you plan to use—Salesforce Classic, Lightning Experience, or both. If no value is specified, the default

10

Call Center Definition Files Required Call Center Elements and Attributes is

Classic

. This item is optional, but to make calls in Lightning Experience you must specify

Lightning

or

Classic_and_Lightning

.

<item> Name Description Supported in

Salesforce

Classic

Supported in

Lightning

Experience

reqAdapterUrl reqCanvasApiName reqCanvasNamespace reqDisplayName reqInternalName reqSoftphoneHeight

Represents the location of where the CTI adapter or softphone is hosted. For example: http://localhost:11000

Relative URLs are allowed for Visualforce pages. For example:

: /apex/softphone

If you add Force.com Canvas applications to Open CTI, those apps can trump reqAdapterUrl

when specified.

Note:

To implement in a Lightning Experience org, use

https

in your URL.

Represents the API name associated with any Force.com Canvas applications added to your call center. Required if you add canvas apps to Open CTI.

Represents the namespace associated with any Force.com Canvas applications added to your call center. Required if you add canvas apps to Open CTI.

Represents the name of the call center as displayed in Salesforce.

It must have a sortOrder

value of

1

. A value for reqDisplayName has a maximum length of 1,000 UTF-8 characters.

Represents the unique identifier for the call center in the database.

It must have a sortOrder

value of

0

, and its value must be specified in the call center definition. A value for reqInternalName

must be composed of no more than 40 alphanumeric characters with no white space or other punctuation.

It must start with an alphabetic character and must be unique from the reqInternalName

of all other call centers defined in your organization.

Represents the height of the softphone in pixels as displayed in

Salesforce.

Note:

If you’re using Open CTI for Lightning Experience, enter a number from 240 through 700. Value is in pixels

(

px

).

Not supported

Not supported

11

Call Center Definition Files Optional Call Center Elements and Attributes

<item> Name

reqSoftphoneWidth reqUseApi

Description

Represents the width of the softphone in pixels as displayed in

Salesforce.

Note: If you’re using Open CTI for Lightning Experience, enter a number from 200 through 1240. Value is in pixels

(

px

).

Represents that the call center is using Open CTI ( true

) or not

( false

).

Supported in

Salesforce

Classic

Supported in

Lightning

Experience

If needed, you can add more

<item >

elements to this section.

SEE ALSO:

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

Optional Call Center Elements and Attributes

The call center definition file can include optional

<item >

elements in the

<section >

element.

In addition to the required elements, you can add optional elements to configure a softphone.

Important:

The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce

Classic and Lightning Experience. The reqSalesforceCompatibilityMode

item in your call center definition file identifies the user interface you plan to use—Salesforce Classic, Lightning Experience, or both. If no value is specified, the default is

Classic

. This item is optional, but to make calls in Lightning Experience you must specify

Lightning

or

Classic_and_Lightning

.

<item> Name Description Supported in

Salesforce

Classic

Supported in

Lightning

Experience

reqSalesforceCompatibilityMode

Determines where the softphone is visible. If no value is specified, the default is

Classic

.

Note:

•

To display the softphone in Lightning

Experience, specify

Lightning

.

•

To display the softphone in Salesforce

Classic, specify

Classic

.

•

To display the softphone in both user interfaces, specify

Classic_and_Lightning

.

12

Call Center Definition Files Specify Values for <item> Elements

<item> Name

reqStandbyUrl reqTimeout

Description

Represents the location that hosts the secondary softphone. The standby softphone is used after the timeout period for the primary softphone has elapsed and the

notifyInitializationComplete() for Salesforce Classic

method hasn’t been called within the required timeout period. When you specify a standby URL, you must also specify the reqTimeout

field.

Represents the time in milliseconds after which the standby URL is used to host the softphone.

Before the timeout period has elapsed, the softphone displays a loading icon indicating that the softphone is initializing. When you specify a required timeout, you must also specify the reqStandbyUrl

field.

Supported in

Salesforce

Classic

Supported in

Lightning

Experience

SEE ALSO:

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

Specify Values for <item> Elements

With the exception of the reqInternalName <item >

, whose value must always be specified in a call center definition file, you can specify

<item >

values either in the call center definition file or in Salesforce once the definition file has been imported.

To specify a value for an

<item >

element in a call center definition file, place the value between the opening and closing tags of the

<item >

. For example:

<item sortOrder= "0" name= "reqInternalName" label= "Call Center Internal

Label">MyCallCenter </item > sets the value of the reqInternalName <item >

to

MyCallCenter

. Note that any

<item >

value other than the value for reqInternalName

can be edited in Salesforce after the call center definition is imported.

Sample Call Center Definition File

Each call center definition file looks different. This example shows you what a call center definition file looks like for an org using Salesforce

Classic and Lightning Experience.

Important: The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce

Classic and Lightning Experience. The reqSalesforceCompatibilityMode

item in your call center definition file identifies the user interface you plan to use—Salesforce Classic, Lightning Experience, or both. If no value is specified, the default is

Classic

. This item is optional, but to make calls in Lightning Experience you must specify

Lightning

or

Classic_and_Lightning

.

13

Call Center Definition Files Sample Call Center Definition File

Sample XML for an Org Using Salesforce Classic

<!--

All sections and items whose name value begins with "req" are required in a valid call center definition file. The sortOrder and label attributes can be changed for all required sections and items except reqGeneralInfo, reqInternalName, and reqDisplayName, in which only the label attribute can be altered.

Note that the value for the reqInternalName item is limited to

40 alphanumeric characters and must start with an alphabetic character. reqInternalName must be unique for all call centers that you define.

-->

<callCenter >

<section sortOrder= "0" name= "reqGeneralInfo" label= "General Information">

<item sortOrder= "0" name= "reqInternalName" label= "InternalName">DemoAdapter </item >

<item sortOrder= "1" name= "reqDisplayName" label= "Display Name">Demo Call Center

Adapter </item >

<item sortOrder= "2" name= "reqAdapterUrl" label= "CTI Adapter

URL">https://domain:port/softphone </item >

<item sortOrder= "3" name= "reqUseApi" label= "Use CTI API">true </item >

<item sortOrder= "4" name= "reqSoftphoneHeight" label= "Softphone Height">300 </item >

<item sortOrder= "5" name= "reqSoftphoneWidth" label= "Softphone Width">500 </item >

<item sortOrder= "6" name= "reqSalesforceCompatabilityMode" label= " Salesforce

Compatibility Mode">Classic </item >

</section >

<section sortOrder= "1" name= "reqDialingOptions" label= "Dialing Options">

<item sortOrder= "0" name= "reqOutsidePrefix" label= "Outside Prefix">9 </item >

<item sortOrder= "1" name= "reqLongDistPrefix" label= "Long Distance Prefix">1 </item >

<item sortOrder= "2" name= "reqInternationalPrefix" label= "International Prefix">01 </item >

</section >

</callCenter >

Sample XML for an Org Using Lightning Experience

<callCenter>

<section sortOrder= "0" name= "reqGeneralInfo" label= "General Information" >

<item sortOrder= "0" name= "reqInternalName" label= "InternalName" >OpenCTI</item>

<item sortOrder= "1" name= "reqDisplayName" label= "Display Name" >OpenCTI</item>

<item sortOrder= "2" name= "reqAdapterUrl" label= "CTI Adapter

URL" >https: //domain:port/softphone</item>

<item sortOrder= "3" name= "reqUseApi" label= "Use CTI API" >true</item>

<item sortOrder= "4" name= "reqSoftphoneHeight" label= "Softphone Height" >300</item>

<item sortOrder= "5" name= "reqSoftphoneWidth" label= "Softphone Width" >500</item>

<item sortOrder= "6" name= "reqSalesforceCompatibilityMode" label= "Salesforce Compatibility

Mode" >Lightning</item>

</section>

<section sortOrder= "1" name= "reqDialingOptions" label= "Dialing Options" >

<item sortOrder= "0" name= "reqOutsidePrefix" label= "Outside Prefix" >9</item>

<item sortOrder= "1" name= "reqLongDistPrefix" label= "Long Distance Prefix" >1</item>

<item sortOrder= "2" name= "reqInternationalPrefix" label= "International Prefix" >01</item>

14

Call Center Definition Files

</section>

</callCenter>

SEE ALSO:

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

Sample Call Center Definition File

15

CHAPTER 3

Working with Open CTI

You can use Open CTI to increase agent efficiency, configure your softphone, and complete many more tasks.

With Open CTI, you can:

•

Set the height or width of a softphone

•

Enable or disable click-to-dial

•

Return a call center definition file’s settings

•

Determine if a user is in the Salesforce console

•

Show or hide a softphone in the Salesforce console

•

Return information about a page

•

Execute an Apex method from an Apex class that’s exposed in Salesforce

•

Save or update an object in Salesforce

•

Search keywords in Salesforce and screen pop any matching records as defined in a softphone layout

Before developing an Open CTI implementation, learn how to connect to Open CTI and review the best practices.

Connect to Open CTI

The first portion of any JavaScript code that uses the Open CTI must make the toolkit available to the JavaScript code. The syntax for this is different depending on whether you are embedding JavaScript in a Visualforce page or a page developed using any web technologies and served from a third-party domain.

Open CTI Demo Adapter

We’ve put together a demo adapter package that lets you test drive Open CTI for Lightning Experience. The package provides a demo softphone that highlights and demonstrates the main features of Open CTI for Lightning Experience without even connecting to a phone system.

Asynchronous Calls with Open CTI

Open CTI lets you issue asynchronous calls. Asynchronous calls allow the client-side process to continue instead of waiting for a callback from the server.

Sample HTML Page Using Open CTI

Each implementation of Open CTI can look different. This example shows you how to add CTI functionality to the Salesforce user interface using an HTML page.

Work with Force.com Canvas

To integrate Open CTI with external applications that require authentication methods, such as signed requests or OAuth 2.0 protocols,

Salesforce recommends that you use Force.com Canvas.

Best Practices

When working with Open CTI, keep the following best practices in mind.

16

Working with Open CTI Connect to Open CTI

Connect to Open CTI

The first portion of any JavaScript code that uses the Open CTI must make the toolkit available to the JavaScript code. The syntax for this is different depending on whether you are embedding JavaScript in a Visualforce page or a page developed using any web technologies and served from a third-party domain.

Tip: The version of Open CTI is in the URL.

For Visualforce Pages

For Visualforce pages or any source other than a custom onclick

JavaScript button, specify a

<script >

tag that points to the

Open CTI JavaScript library file.

In Salesforce Classic:

<apex:page >

<script src= "/support/api/ 39.0/interaction.js

" type=" text/javascript "></script>

...

</apex:page >

In Lightning Experience:

<apex:page >

<script src= "/support/api/ 39.0/lightning/opencti_min.js

" type=" text/javascript "></script>

...

</apex:page >

For Visualforce, we recommend using a relative path to include interaction.js

or opencti_min.js

.

For a Third-Party Domain

For third-party domains, specify an absolute URL to interaction.js

or opencti_min.js

to use the toolkit. If you can't determine the org's instance, you can access the toolkit library at the default instance. Contact Salesforce for the default instance’s URL.

In Salesforce Classic:

<script src= "https://c.< yourInstance>.visual.force.com/support/api/39.0/interaction.js

" type=" text/javascript "></script>

In Lightning Experience:

<script src= "https://c.< yourInstance>.visual.force.com/support/api/39.0/lightning/opencti_min.js

" type=" text/javascript "></script>

SEE ALSO:

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

17

Working with Open CTI Open CTI Demo Adapter

Open CTI Demo Adapter

We’ve put together a demo adapter package that lets you test drive Open CTI for Lightning Experience. The package provides a demo softphone that highlights and demonstrates the main features of Open CTI for Lightning Experience without even connecting to a phone system.

To learn more about the demo adapter, go to Lightning Open CTI . You can also check out the demo adapter code on GitHub .

Asynchronous Calls with Open CTI

Open CTI lets you issue asynchronous calls. Asynchronous calls allow the client-side process to continue instead of waiting for a callback from the server.

To issue an asynchronous call, you must include an extra parameter with the API call, referred to as a callback function. Once the result is ready, the server invokes the callback method with the result.

Asynchronous syntax:

In Salesforce Classic:

method( '

arg1

','

arg2

', ...,

callback_method

);

In Lightning Experience:

method({callback :

function

})

Example:

In Salesforce Classic:

//Set softphone height sforce.interaction.cti.setSoftphoneHeight(300, callback);

In Lightning Experience:

//Disable clickToDial sforce.opencti.disableClickToDial({callback: callback});

Note: The call result depends on the execution context. For example, calling setSoftphoneWidth()

in the standard

Salesforce application has no effect, but calling setSoftphoneWidth()

in the Salesforce console resizes the width of the softphone.

Sample HTML Page Using Open CTI

Each implementation of Open CTI can look different. This example shows you how to add CTI functionality to the Salesforce user interface using an HTML page.

This example assumes that you’ve already imported a call center definition file into your Salesforce org.

1. Create an HTML page.

2. Cut and paste the following sample code into your HTML page.

This code demonstrates various functions of Open CTI.

18

Working with Open CTI Sample HTML Page Using Open CTI

Note: Keep in mind that to make calls in Lightning Experience, you must first create a Lightning app and add the Open CTI

Softphone utility.

Sample Code for Salesforce Classic

<html >

<head >

<!-- Imports Open CTI JavaScript library. Point to a valid Salesforce domain.

-->

<script src= "https://domain:port/support/api/ 39.0/interaction.js

"></script>

<script type= "text/javascript" >

// Callback of API method: isInConsole var isInConsoleCallback = function (response) {

// Returns true if method is executed in Salesforce console, false otherwise.

if (response.result) { alert( 'Softphone is in Salesforce console.' );

} else { alert( 'Softphone is not in Salesforce console.' );

}

};

// Invokes API method: isInConsole function isInConsole() { sforce.interaction.isInConsole(isInConsoleCallback);

}

// Callback of API method: getCallCenterSettings var getCallCenterSettingsCallback = function (response) {

// Result returns call center settings as a JSON string.

if (response.result) { alert(response.result);

} else { alert( 'Error retrieving call center settings ' + response.error);

}

};

// Invokes API method: getCallCenterSettings function getCallCenterSettings() { sforce.interaction.cti.getCallCenterSettings(getCallCenterSettingsCallback);

}

// Callback of API method: setSoftphoneHeight var setSoftphoneHeightCallback = function (response) {

// Returns true if SoftPhone height was set successfully, false otherwise.

if (response.result) { alert( 'Setting softphone height to 300px was successful.' );

} else { alert( 'Setting softphone height failed.' );

}

};

// Invokes setSoftphoneHeight API method.

19

Working with Open CTI Sample HTML Page Using Open CTI function setSoftphoneHeight() { sforce.interaction.cti.setSoftphoneHeight(300, setSoftphoneHeightCallback);

}

// Callback of API method: getPageInfo var getPageInfoCallback = function (response) { if (response.result) { alert(response.result);

} else { alert( 'Error occured while trying to get page info: ' + response.error);

}

}

// Invokes API method getPageInfo

</script >

}

</head > function getPageInfo() { sforce.interaction.getPageInfo(getPageInfoCallback);

<body >

<button onclick= "isInConsole();" >isInConsole </button > <br/ >

<button onclick= "getCallCenterSettings();" >getCallCenterSettings </button > <br/ >

</body >

</html >

<button onclick= "setSoftphoneHeight();" >setSoftphoneHeight(300) </button > <br/ >

<button onclick= "getPageInfo();" >getPageInfo </button >

Sample Code for Lightning Experience

<apex:page >

<!-- Begin Default Content -->

<h1 >Congratulations!

</h1 >

This is your sample page.

<!-- End Default Content -->

<html >

<head >

<!-- Imports Open CTI JavaScript library. Point to a valid Salesforce domain.

-->

<script src= "https://domain:port/support/api/ 39.0/opencti_min.js

"></script>

<script type= "text/javascript" >

// Callback of API method: setSoftphonePanelHeight var setSoftphonePanelHeightCallback = function (response) {

// Returns true if setSoftphonePanelHeight method is executed successfully, false otherwise if (response.result) { alert( 'setSoftphonePanelHeight is successfully executed.' );

} else { alert( 'setSoftphonePanelHeight failed.);

}

};

// Invokes API method: setSoftphonePanelHeight function setSoftphonePanelHeight() {

20

Working with Open CTI Sample HTML Page Using Open CTI sforce.opencti.setSoftphonePanelHeight({ heightPX: 500,

}); callback: setSoftphonePanelHeightCallback

}

// Callback of API method: setSoftphonePanelWidth var setSoftphonePanelWidthCallback = function (response) {

// Returns true if setSoftphonePanelWidth method is executed successfully, false otherwise if (response.result) { alert( 'setSoftphonePanelWidth is successfully executed.' );

} else { alert( 'setSoftphonePanelWidth failed.' );

}

};

// Invokes API method: setSoftphonePanelWidth function setSoftphonePanelWidth() { sforce.opencti.setSoftphonePanelWidth({ widthPX: 500,

}); callback: setSoftphonePanelHeightCallback

}

// Callback of API method: setSoftphoneItemIcon var setSoftphoneItemIconCallback = function (response) {

// Returns true if setSoftphoneItemIcon method is executed successfully, false otherwise if (response.result) { alert( 'setSoftphoneItemIcon is successfully executed.' );

} else { alert( 'setSoftphoneItemIcon failed.' );

}

};

// Invokes API method: setSoftphoneItemIcon function setSoftphoneItemIcon() { sforce.opencti.setSoftphoneItemIcon({ key: 'call' , callback: setSoftphoneItemIconCallback

});

}

// Callback of API method: setSoftphoneItemLabel var setSoftphoneItemLabelCallback = function (response) {

// Returns true if setSoftphoneItemLabel method is executed successfully, false otherwise if (response.result) { alert( 'setSoftphoneItemLabel is successfully executed.' );

} else { alert( 'setSoftphoneItemLabel failed.' );

}

};

// Invokes API method: setSoftphoneItemLabel function setSoftphoneItemLabel() {

21

Working with Open CTI Sample HTML Page Using Open CTI sforce.opencti.setSoftphoneItemLabel({

Label: 'MySoftphone' ,

}); callback: setSoftphoneItemLabelCallback

}

</script >

</head >

<body >

<button onclick= "setSoftphonePanelHeight();" >setSoftphonePanelHeight({heightPX:500}) </button > <br/ >

<button onclick= "setSoftphonePanelWidth();" >setSoftphonePanelWidth({widthPX:500}) </button > <br/ >

<button onclick= "setSoftphoneItemIcon();" >setSoftphoneItemIcon({key: 'call' }) </button > <br/ >

<button onclick= "setSoftphoneItemLabel();" >setSoftphoneItemLabel({label: 'MySoftphone' }) </button >

</body >

</html >

</apex:page >

After you create the HTML page, add the URL to the call center definition file. Your softphone is rendered on the left in Salesforce Classic, or in the footer in the Salesforce console or in Lightning Experience:

Output of Sample HTML Page in Salesforce Classic

22

Working with Open CTI

Output of Sample HTML Page in a Salesforce Classic Console App

Sample HTML Page Using Open CTI

Output of Sample HTML Page in a Lightning Experience App

SEE ALSO:

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

23

Working with Open CTI Work with Force.com Canvas

Work with Force.com Canvas

To integrate Open CTI with external applications that require authentication methods, such as signed requests or OAuth 2.0 protocols,

Salesforce recommends that you use Force.com Canvas.

Important: Open CTI for Lightning Experience doesn’t support Force.com Canvas.

Force.com Canvas and Open CTI are similar—they’re a set of tools and JavaScript APIs that developers can use to add third-party systems to Salesforce. However, one of the benefits of Force.com Canvas, is the ability to choose authentication methods.

Note: For a canvas app to appear in a Salesforce console, you must add it to the console as a custom console component. For more information, see the Canvas Developer Guide.

When developing a canvas app, and you want to include functionality from Open CTI, do the following:

1. Include the Open CTI API in index.jsp

.

2. Call

Sfdc.canvas.client.signedrequest()

to store the signed request needed by the console integration toolkit

API. For example, if the Force.com Canvas method of authentication is a signed request, do the following:

Sfdc.canvas.client.signedrequest( '<%=signedRequest%>' )

If the Force.com Canvas method of authentication is OAuth, do the following in the callback function used to get the context, as shown in the Canvas Developer Guide:

Sfdc.canvas.client.signedrequest(msg)

Consider the following when working with Open CTI and canvas apps:

•

The Open CTI API script depends on the signed request and should be added after the call to

Sfdc.canvas.client.signedrequest()

has executed. We recommend that you load the scripts dynamically.

•

To retrieve the entity ID of the record that is associated with the canvas sidebar component, do the following:

// Get signedRequest var signedRequest = Sfdc.canvas.client.signedrequest(); var parsedRequest = JSON.parse(signedRequest);

// get the entity Id that is associated with this canvas sidebar component.

var entityId = parsedRequest.context.environment.parameters.entityId;

•

To retrieve the entityId

for OAuth, do the following: var entityId = msg.payload.environment.parameters.entityId;

To see an example on how to retrieve msg.payload

, see the Canvas Developer Guide.

SEE ALSO:

Salesforce Canvas Developer Guide: Getting Context in Your Canvas App

Salesforce Help: Add Console Components to Apps in Salesforce Classic

Best Practices

When working with Open CTI, keep the following best practices in mind.

24

Working with Open CTI Best Practices

•

Since many of the methods in Open CTI are asynchronous and return their results using a callback method, Salesforce recommends that you refer to the documentation for each method to understand the information for each response.

•

Errors generated by Open CTI are typically emitted in a way that doesn't halt JavaScript processing. We recommend that you use browser built-in developer tools to monitor the JavaScript console and to help you debug your code.

•

If you plan on customizing, extending, or integrating the sidebars of the Salesforce console using Visualforce, review the online help for information about console components.

SEE ALSO:

Salesforce Help: Customize a Console with Custom Components in Salesforce Classic

25

CHAPTER 4

Methods for Lightning Experience

If your org is using Lightning Experience, use methods that work with Lightning Experience.

Important:

The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce

Classic and Lightning Experience.You can’t swap the two Open CTI APIs in custom JavaScript code because they behave and function differently. Make sure that you think about where you want to implement your CTI system before you begin developing.

disableClickToDial() for Lightning Experience

enableClickToDial() for Lightning Experience

getAppViewInfo() for Lightning Experience

getCallCenterSettings() for Lightning Experience

getSoftphoneLayout() for Lightning Experience

isSoftphonePanelVisible() for Lightning Experience

onClickToDial() for Lightning Experience

onNavigationChange() for Lightning Experience

refreshView() for Lightning Experience

runApex() for Lightning Experience

saveLog() for Lightning Experience

screenPop() for Lightning Experience

searchAndScreenPop() for Lightning Experience

setSoftphoneItemIcon() for Lightning Experience

setSoftphoneItemLabel() for Lightning Experience

setSoftphonePanelHeight() for Lightning Experience

setSoftphonePanelIcon() for Lightning Experience

setSoftphonePanelLabel() for Lightning Experience

setSoftphonePanelVisibility() for Lightning Experience

setSoftphonePanelWidth() for Lightning Experience

Common Error Messages for Lightning Experience Methods

SEE ALSO:

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

Method Parity Between Open CTI for Salesforce Classic and Lightning Experience

26

Methods for Lightning Experience disableClickToDial() for Lightning Experience

disableClickToDial()

for Lightning Experience

Usage

Disables click-to-dial. This method is available in API version 38.0 or later.

Syntax sforce.opencti.disableClickToDial({ callback:

function

//Optional

})

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

}; function disableClickToDial() { sforce.opencti.disableClickToDial({callback: callback});

}

</script >

</head >

<body >

<button onclick= "disableClickToDial();" >disableClickToDial() </button >

</body >

</html >

27

Methods for Lightning Experience enableClickToDial() for Lightning Experience

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

This API method doesn’t return this object. The returnValue

is always null

.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

enableClickToDial()

for Lightning Experience

Usage

Enables click-to-dial. This method is available in API version 38.0 or later.

Syntax sforce.opencti.enableClickToDial({ callback:

function

//Optional

})

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

};

28

Methods for Lightning Experience getAppViewInfo() for Lightning Experience function enableClickToDial() { sforce.opencti.enableClickToDial({callback: callback});

}

</script >

</head >

<body >

<button onclick= "enableClickToDial();" >enableClickToDial() </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

This API method doesn’t return this object. The returnValue

is always null

.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

getAppViewInfo()

for Lightning Experience

Usage

Returns information about the current application view. This method is available in API version 38.0 or later.

Syntax sforce.opencti.getAppViewInfo({ callback:

function

});

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

29

Methods for Lightning Experience getAppViewInfo() for Lightning Experience

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

}; function getAppViewInfo() { sforce.opencti.getAppViewInfo({callback: callback});

}

</script >

</head >

<body >

<button onclick= "getAppViewInfo();" >getAppViewInfo() </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

When you switch from a record detail page to a list view, this method returns:

•

In Lightning Experience, only the url

•

In Lightning Experience console apps, nothing is returned because the listener isn’t invoked

Name

success returnValue

Type

boolean object

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

Returns the URL of the current application view and includes any applicable record

ID, record name, and object type. For example:

{

"url" :

"https://

yourInstance

.salesforce.com/one/one.app#/sObject/500

D0000003tcchIAA / view ? t = 1459806689555 ",

"recordId" : "001x0000003DGQR" ,

"recordName" : "Acme" ,

"objectType" : "Account"

}

Invoking this API method on a person account object returns the following additional information.

30

Methods for Lightning Experience getCallCenterSettings() for Lightning Experience

Name

error

Type

array

Description

•

accountId

or contactId

—The associated account or contact ID.

•

personAccount

—Which is true

if person accounts are enabled in your org, false

otherwise.

For example:

{

"url" :

"http://

yourInstance

.salesforce.com/001x0000003DGQR ",

"recordId" : "001x0000003DGQR" ,

"recordName" : "Acme Person Account" ,

"objectType" : "Account" ,

"contactId" : "003D000000QOMqg" ,

"personAccount" : true

}

Note: Since the URL structure of the returnValue

might change in the future, we recommend that you don’t build any logic based on it.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

getCallCenterSettings()

for Lightning Experience

Usage

Returns the call center settings associated with the current user. This method is available in API version 38.0 or later.

Syntax sforce.opencti.getCallCenterSettings({ callback:

function

});

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript"

31

Methods for Lightning Experience getCallCenterSettings() for Lightning Experience src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

}; function getCallCenterSettings() { sforce.opencti.getCallCenterSettings({callback: callback});

}

</script >

</head >

<body >

<button onclick= "getCallCenterSettings();" >getCallCenterSettings() </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue

Type

boolean object

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

If the API call is successful, the call center settings are returned.

{

"/displayNameLabel" : "Display Name Label" ,

"/internalNameLabel" : "Internal Name Label" ,

"/reqDialingOptions/reqInternationalPrefix" : "01"

"/reqDialingOptions/reqLongDistPrefix" : "1" ,

"/reqDialingOptions/reqOutsidePrefix" : "9" ,

"/reqGeneralInfo/reqAdapterUrl" : "http://localhost:8080" ,

"/reqGeneralInfo/reqDescription" : "Test Call Center" ,

"/reqGeneralInfo/reqDisplayName" : "Test Call Center" ,

"/reqGeneralInfo/reqInternalName" : "TestCallCenter" ,

"/reqGeneralInfo/reqSalesforceCompatibilityMode" :

"Lightning" ,

"/reqGeneralInfo/reqSoftphoneHeight" : "500" ,

"/reqGeneralInfo/reqSoftphoneWidth" : "400" ,

"/reqGeneralInfo/reqStandbyUrl" :

"http://localhost:8080/" ,

"/reqGeneralInfo/reqUseApi" : "true"

}

If the API call fails, null is returned.

32

Methods for Lightning Experience getSoftphoneLayout() for Lightning Experience

Name

error

Type

array

Description

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

getSoftphoneLayout()

for Lightning Experience

Usage

Returns the softphone layout of the current user. This method is available in API version 38.0 or later.

Note: The Open CTI for Lightning Experience methods screenPop()

and searchAndScreenPop()

don’t support screenPopSettings

.

Syntax sforce.opencti.getSoftphoneLayout({ callback:

function

});

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { alert(response.returnValue);

} else { console.error(response.errors); alert(

'Something went wrong. Please check error information in developer console.'

};

}

); function getSoftphoneLayout() { sforce.opencti.getSoftphoneLayout({

33

Methods for Lightning Experience getSoftphoneLayout() for Lightning Experience

}); callback: callback

}

</script >

</head >

<body >

<button onclick= "getSoftphoneLayout();" >Get Softphone Layout </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue

Type

boolean object

Description

If the API call is successful, the value true

is returned and the softphone layout definition is returned in returnValue

, false otherwise.

If the API call is successful, the softphone layout definition is returned. If the API call fails, null

is returned.

The returned object contains three elements that represent each of the call-types:

•

"Internal"

•

"Inbound"

•

"Outbound"

Each call-type contains three sub-sections:

•

"callRelatedFields"

—An array of call-related fields selected to display.

Possible values are

"ANI"

,

"DNIS"

,

"SEGMENT"

, and

"QUEUE"

.

•

"objects"

—The set of Salesforce objects selected to display, along with the

Field Label

and

Field Name

(API name) selected to display from each object.

•

"screenPopSettings"

—This object contains a

"screenPopsOpenWithin"

field with a value of either

"ExistingWindow"

or

"NewWindow"

.

Additionally, it contains the settings for each of the screen pop match types:

"NoMatch"

,

"SingleMatch"

,

"MultipleMatches"

. Each match type contains a corresponding

"screenPopType"

field and may also contain a

"screenPopData"

field.

–

If

"screenPopType"

has a value of

"PopToEntity"

, then

"screenPopData"

contains the name of the target object.

–

If

"screenPopType"

has a value of

"PopToVisualforce"

, then

"screenPopData"

contains the name of the target Visualforce page.

–

If

"screenPopType"

has a value of

"PopToSearch"

, then there won’t be a

"screenPopData"

field.

34

Methods for Lightning Experience

Name Type

getSoftphoneLayout() for Lightning Experience

Description

The following is an example of a returnValue

:

{

"Internal" : {

"callRelatedFields" : [

]

"ANI" ,

"DNIS" ,

"objects" : {

"User" : [ {

"displayName" : "Name" ,

"apiName" : "Name"

]

}

},

"screenPopSettings" : {}

},

"Inbound" : {

"callRelatedFields" : [

"ANI" ,

"DNIS" ,

"SEGMENT" ,

"QUEUE"

],

"objects" : {

"Account" : [ {

"displayName" : "Account Name" ,

"apiName" : "Name"

]

}

},

"screenPopSettings" : {

"NoMatch" : {

"screenPopType" : "PopToEntity" ,

"screenPopData" : "Contact"

},

"SingleMatch" : {

"screenPopType" : "PopToVisualforce" ,

"screenPopData" : "Visualforce_Page_Name"

},

"MultipleMatches" : {

}

"screenPopType" : "PopToSearch"

}

},

"Outbound" : {

"callRelatedFields" : [

"DNIS"

],

"objects" : {

35

Methods for Lightning Experience isSoftphonePanelVisible() for Lightning Experience

Name

errors

Type

array

Description

"Account" : [ {

"displayName" : "Account Name" ,

]

}

"apiName" : "Name"

}

}

},

"screenPopSettings" : {}

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

isSoftphonePanelVisible()

for Lightning Experience

Usage

Use this method to return the visibility status of the softphone panel. Returns true

if the softphone panel is visible and false

if it’s minimized. This method is available in API version 38.0 or later.

Syntax sforce.opencti.isSoftphonePanelVisible({ callback:

function

});

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript with a callback

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else {

36

Methods for Lightning Experience onClickToDial() for Lightning Experience

};

} console.error( 'Something went wrong! Errors:' , response.errors); function isSoftphonePanelVisible() { sforce.opencti.isSoftphonePanelVisible({callback: callback});

}

</script >

</head >

<body >

<button onclick= "isSoftphonePanelVisible();" >isSoftphonePanelVisible() </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

Contains the boolean property visible

which indicates the visibility status of the softphone panel. It’s true

if the softphone is visible and false

if it’s minimized.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

onClickToDial()

for Lightning Experience

Usage

Registers a function to call when a user clicks an enabled phone number. This method is available in API version 38.0 or later.

Syntax sforce.opencti.onClickToDial({ listener:

function

})

Arguments

Name

listener

Type

function

Description

JavaScript method called when the user clicks an enabled phone number.

37

Methods for Lightning Experience onNavigationChange() for Lightning Experience

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var listener = function (payload) {

}; console.log( 'Clicked phone number: ' + payload.returnValue.number);

// Register the listener.

window.addEventListener( 'load' , function () { sforce.opencti.onClickToDial({listener: listener});

});

</script >

</head >

</html >

Payload

The payload object passed to each call to the listener method contains the following fields.

Name

number recordId recordName objectType accountId

or contactId personAccount

Type

number string string string string boolean

Description

Provides the phone number clicked by the user.

Provides the ID of the record associated with the clicked phone number.

Provides the name of the record for the clicked phone number.

Provides the type of record associated with the clicked phone number.

If the clicked phone number belongs to a person account, the associated account or contact ID is provided.

If the clicked phone number belongs to a person account, this property is true

.

If person accounts aren’t enabled in your org, this field isn’t included in the payload object.

onNavigationChange()

for Lightning Experience

Usage

Registers a function to call when one of the following actions occur:

•

The URL of the page changes

•

In a standard app in Lightning Experience, a user navigates between browser tabs or windows and the document comes back into focus. If the document doesn’t come back into focus, the listener isn’t invoked.

38

Methods for Lightning Experience onNavigationChange() for Lightning Experience

•

In a console app in Lightning Experience, a user navigates between primary tabs and subtabs in a console, or the document comes back into focus when a user navigates between browser tabs or windows.

For example, the listener is invoked when a user navigates away from a browser tab and then comes back to the tab.

This method is available in API version 38.0 or later.

Syntax sforce.opencti.onNavigationChange({ listener:

function

});

Arguments

Name

listener

Type

function

Description

JavaScript method called upon a navigation change.

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var listener = function (payload) { console.log( 'Navigation change occurred. Payload: ' , payload);

};

// Register the listener.

window.addEventListener( 'load' , function () { sforce.opencti.onNavigationChange({listener: listener});

});

</script >

</head >

</html >

Payload

The payload object passed to each call to the listener method contains the following fields.

When you switch from a record detail page to a list view, this method returns:

•

In Lightning Experience, only the url

•

In Lightning Experience console apps, nothing is returned because the listener isn’t invoked

Name

url

Type

string

Description

Provides the URL of the page the user navigated to.

39

Methods for Lightning Experience refreshView() for Lightning Experience

Name

recordId recordName objectType accountId

or contactId personAccount

Type

string string string string boolean

Description

If the user navigated to a Salesforce record, such as an account or case, the loaded record ID is returned. Otherwise, the field is empty.

If the user navigated to a Salesforce record, the loaded record name. Otherwise, the field is empty.

If the user navigated to a Salesforce record, the loaded object type, such as an account or case. Otherwise, the field is empty.

If the page the user navigated to is the record home of a person account, the associated account or contact ID is returned.

Returned only if person accounts are enabled in your org and the user navigates to a person account.

If the page the user navigated to is the record home of a person account, this field is true

.

If the page the user navigated to is not the record home of a person account, this field is false

.

If the page the user navigated to is a business account, this field along with the accountId

and contactId

fields aren’t included in the payload.

refreshView()

for Lightning Experience

Usage

Returns true

if view refresh is invoked, false

otherwise. When this method is called within the Salesforce console, it refreshes the current active view. If any related lists are included in this tab, they’re refreshed too. This method is available in API version 38.0 or later.

Syntax sforce.opencti.refreshView({ callback:

function

});

Arguments

Name

callback

Type

function

Description

Optional. JavaScript method executed when the API method call is completed.

40

Methods for Lightning Experience refreshView() for Lightning Experience

Sample Code–HTML and JavaScript without a callback

<html >

<head >

<script type= "text/javascript" src= "http://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var param = {}; function refreshView() { sforce.opencti.refreshView(param);

</script >

}

</head >

<body >

<button onclick= "refreshView();" >refreshView </button >

</body >

</html >

Sample Code–HTML and JavaScript with a callback

<html >

<head >

<script type= "text/javascript" src= "http://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var param = {}; var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

};

}

} else { console.error( 'Something went wrong! Errors:' , response.errors); param.callback = callback; function refreshView() { sforce.opencti.refreshView(param);

}

</script >

</head >

<body >

<button onclick= "refreshView();" >refreshView </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

41

Methods for Lightning Experience runApex() for Lightning Experience

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

This API method doesn’t return this object. The returnValue

is always null

.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

runApex()

for Lightning Experience

Usage

Executes an Apex method from an Apex class that’s exposed in Salesforce. This method is available in API version 38.0 or later.

Syntax sforce.opencti.runApex({ apexClass:

string

, methodName:

string

, methodParams:

string

, callback:

function

//Optional

})

Arguments

Name

args

Type

object

Description

A JavaScript object containing the following:

•

apexClass

(string)—Specifies the Apex class of the method to execute.

•

methodName

(string)—Specifies the method to execute.

•

methodParams

(string)—Specifies the method parameters to pass. The string must include field value pairs and be formatted as a valid query string.

For example: name=acme&phone=(212) 555-5555

If the Apex method doesn’t take any parameters, you can specify methodParams

as none

or an empty object,

{}

.

•

callback

(function)—JavaScript method called upon completion of the method.

42

Methods for Lightning Experience runApex() for Lightning Experience

Sample Code–HTML and JavaScript

1. In Setup, create an Apex class and Apex method.

global class AccountRetrieval{ webService static String getAccount(String name) {

List<Account> accounts = new List<Account>(); for (Account account : Database.query( 'Select Id, Name, phone from Account where Name like \'' + name + '%\'' )){ accounts.add(account);

}

String JSONString = JSON.serialize(accounts); return JSONString;

}

}

2. In Setup, click Generate from WSDL to expose the method and class so that a third-party softphone can call it.

3. Add your code to the softphone:

<html >

<head >

<script type= "text/javascript" src= "http://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

}; function runApex() { var param = {apexClass: 'AccountRetrieval' , methodName: 'getAccount' , methodParams: 'name= acme '}; param.callback = callback;

//Invokes API method sforce.opencti.runApex(param);

}

</script >

</head >

<body >

<button onclick= "runApex();" >runApex </button >

</body >

</html >

4. Output is returned. In this example, one account named Acme was found:

{

"success" : true,

"returnValue" : {

"runApex" :

"[{\"attributes\":{\"type\":\"Account\",\"url\":\"/services/data/v38.0/sobjects/Account

43

Methods for Lightning Experience saveLog() for Lightning Experience

/001xx000003DGawAAG\ "},\"Id\":\"001xx000003DGawAAG\",\"Name\":\"Acme\",\"Phone\":\"(212)

555-5555\"}]"

},

"errors" : null

}

Response

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

A JavaScript object containing the result from executing the method from the specified Apex class. No specific format is returned. The format is determined by the value from the method that executed. For example:

{ "runApex" : "[{\"attributes\":{\"type\":\"Account\",

\ "url\":\"/services/data/v 39.0/sobjects/Account/

001xx000003DGawAAG\ "},\"Id\":\"001xx000003DGawAAG\",

\ "Name\":\"Acme\",\"Phone\":\"(212)555-5555\"}]" }

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

SEE ALSO:

Salesforce Help: Apex Code Overview

saveLog()

for Lightning Experience

Usage

Saves or updates an object in Salesforce. This method is available in API version 38.0 or later.

Syntax sforce.opencti.saveLog({ value:{ entityApiName:

string

, //Optional

Id:

string

, //Optional param:

value

//Optional

}, callback:

function

//Optional

})

Note:

•

To update using this method, include

Id

.

44

Methods for Lightning Experience saveLog() for Lightning Experience

•

To create using this method, include entityApiName

.

•

If you have person accounts enabled in your org, to create an account or a person account using this method, include the recordType

ID of the account or person account. In the value argument, include recordType:

recordTypeId

.

For example: sforce.opencti.saveLog({value: {entityApiName: "Account" , recordType: "012R00000004UOy" ,

LastName: 'PersonAccountLast' }, callback:callback});

Arguments

Name

value

Type

object

Description

Specifies the fields to save or update on the object.

If the object’s ID is specified, a record is updated. For example:

{Id: "00QR0000000yN5iMAE" , LastName: "New lastname" }

If the object’s ID isn’t specified, a new record is created. For example:

{entityApiName: "Contact" , LastName: "LastName"

},callback:callback}

Note: To create a record, ensure all the required fields are specified.

JavaScript method executed when the API method call is completed.

callback function

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "http://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

} function saveLog() {

//Update an existing object with the ID specified sforce.opencti.saveLog({value:{Id: "00QR0000000yN5iMAE" , LastName: "New lastname"

}, callback:callback});

//Create a contact sforce.opencti.saveLog({value:{entityApiName: "Contact" , LastName: "LastName"

},callback:callback});

//Update a lead sforce.opencti.saveLog({value:{Id: "00QR0000000yN5iMAE" , LastName: "New lastname"

45

Methods for Lightning Experience screenPop() for Lightning Experience

},callback:callback});

}

</script >

</head >

<body >

<button onclick= "saveLog();" >saveLog </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

ID of object if creating or updating the object was successful; null

if creating or updating the object wasn’t successful.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

screenPop()

for Lightning Experience

Usage

Pops to a new location as specified by the input type and parameters. This method is available in API version 38.0 or later.

Note:

Open CTI for Lightning Experience doesn’t support the softphone layout field

Screen pops open within

when the value is

New browser window or tab

. In Lightning Experience, the default value is

Existing browser window

.

Syntax sforce.opencti.screenPop({ type: sforce.opencti.SCREENPOP_TYPE.*, //Review the arguments section.

params:

object

//Depends on the SCREENPOP_TYPE. Review the arguments section.

}

});

46

Methods for Lightning Experience

Arguments

Name

type

Type

string params screenPop() for Lightning Experience object

Description

The enumerated type to screen pop to. Use one of the following values:

•

sforce.opencti.SCREENPOP_TYPE.SOBJECT

•

sforce.opencti.SCREENPOP_TYPE.URL

•

sforce.opencti.SCREENPOP_TYPE.OBJECTHOME

•

sforce.opencti.SCREENPOP_TYPE.LIST

•

sforce.opencti.SCREENPOP_TYPE.SEARCH

•

sforce.opencti.SCREENPOP_TYPE.NEW_RECORD_MODAL

An object holding arguments depending on the type.

•

For

SOBJECT

: params : { recordId: string }

Where recordId

, is the ID of the standard or custom object in Salesforce.

•

For

URL

: params : { url: string }

The URL must be a relative parameter. For more information about the

URL

, see the force:navigateToURL url

parameter in the Lightning

Components Developer Guide.

•

For

OBJECTHOME

: params : { scope:

string }

Pops to the home of an object or entity such as a case or account. For more information about the scope

, see the force:navigateToSObject recordID

parameter in the Lightning Components Developer Guide. Here’s a sample input:

{ scope: “Account”}

•

For

LIST

:

{ listViewId: string, scope: string }

For more information about the listViewId

and scope

parameter, see force:navigateToList

in the Lightning Components Developer Guide.

•

For

SEARCH

: params : {searchString: string}

Pops to the Top Results section of the search page. The string must be at least

3 characters in length.

•

For

NEW_RECORD_MODAL

: params : {entityName: string}

47

Methods for Lightning Experience screenPop() for Lightning Experience

Name

callback

Type

function

Description

Required. The API name of the custom or standard object, such as Account, Case,

Contact, or Lead.

Note: For custom objects, the name for a new record model follows this format:

objectName__c

This name takes the default namespace. Notice that the separator includes

2 underscores.

If your org has namespace enabled, you must prefix it for custom objects.

Use this format: namespace__

objectName__c

To pop to a new person account model, use the input

Account

.

Optional. JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript with a callback

<html >

<head >

<script type= "text/javascript" src= "http://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

};

} function screenPop() { sforce.opencti.screenPop({type: sforce.opencti.SCREENPOP_TYPE.OBJECTHOME, params: {scope:”Account”}, callback: callback });

</script >

}

</head >

<body >

</body >

<button onclick= "screenPop();" >screenPop </button >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

48

Methods for Lightning Experience searchAndScreenPop() for Lightning Experience

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

This API method doesn’t return this object. The returnValue

is always null

.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

SEE ALSO:

Lightning Components Developer Guide: force:navigateToURL

Lightning Components Developer Guide: force:navigateToSObject

Lightning Components Developer Guide: force:navigateToList

searchAndScreenPop()

for Lightning Experience

Usage

Searches objects specified in the softphone layout for a given string. Returns search results and screen pops any matching records. This method respects screen pop settings defined in the softphone layout. This method is available in API version 38.0 or later.

The searchAndScreenPop()

method for Lightning Experience works differently from the Salesforce Classic method.

•

Open CTI for Lightning Experience doesn’t support the softphone layout field

Screen pops open within

when the value is

New browser window or tab

. In Lightning Experience, the default value is

Existing browser window

.

•

Open CTI for Lightning Experience provides a new argument called deferred

.

Tip: The searchAndGetScreenPopUrl()

method is not available in the Open CTI API for Lightning Experience. To accomplish the same functionality in Lightning, use the deferred

parameter available in this method. Pass the value in

SCREEN_POP_DATA

from the return object into the screenPop ()

method.

If you’re noticing inconsistent behavior with the default settings of your softphone layout, edit your softphone layout to force the cache to refresh. From Setup, edit your softphone layout and save the changes. Then edit the layout again and reset the layout to the default settings.

Syntax sforce.opencti.searchAndScreenPop({ searchParams:

string

//Optional queryParams:

string

, //Optional callType:sforce.opencti.CALL_TYPE.*, //Required. See arguments for more information.

}); deferred:

boolean

//Optional) callback:

function

//Optional

49

Methods for Lightning Experience

Arguments

Name

searchParams queryParams callType deferred

Type

string string string boolean searchAndScreenPop() for Lightning Experience

Description

String to search.

Specifies the query parameters to pass to the URL. Query parameters are only passed to the URL if the screen pop option is set to

Pop to Visualforce

.

Specifies the type of call, such as inbound, outbound, internal, or null. Per the settings in the softphone layout, the call type determines which objects to search for any matches.

Specify the call type with one of the following values:

•

sforce.opencti.CALL_TYPE.INBOUND

•

sforce.opencti.CALL_TYPE.OUTBOUND

•

sforce.opencti.CALL_TYPE.INTERNAL

Specifies whether the screen pop is performed immediately following the search or if it’s performed later. If the screen pop is performed later, a JSON object is returned.

This object must be passed unmodified to sforce.opencti.screenPop

to perform the operation.

•

False

—Default value. Indicates an immediate screen pop after the search is performed.

•

True

—A JSON {object} is returned in the

SCREEN_POP_DATA

key. Return this object unmodified to sforce.opencti.screenPop

for a screen pop.

JavaScript method executed when the API method call is completed.

callback function

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "http://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

};

} function searchAndScreenPop() {

//Invokes API method sforce.opencti.searchAndScreenPop({ searchParams : 'Acme' ,queryParams :

'Key1= value1&Key2=value2 ', callType : sforce.opencti.CALL_TYPE.INBOUND, deferred: false, callback : callback });

50

Methods for Lightning Experience searchAndScreenPop() for Lightning Experience

}

</script >

</head >

<body >

<button onclick= "searchAndScreenPop();" >searchAndScreenPop </button >

</body >

</html >

Response

Name

success returnValue

Type

boolean object

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

Returns a list of objects that match the search results. The search is performed on the objects specified in the softphone layout. For each object found, the object ID, object tab name, field names, and field values are returned as JSON objects.

Note: Make sure that you specify fields to return in your softphone layout.

If you don’t, nothing is returned.

The following is an example of searching for “Acme,” and finding one Account and three Opportunity objects:

{

"006x0000001ZcyG" :{

"Name" : "Acme - 600 Widgets" ,

"object" : "Opportunity" ,

"displayName" : "Opportunity"

},

"001x0000003DGQR" :{

"Name" : "Acme" ,

"Type" : "Analyst" ,

"object" : "Account" ,

"displayName" : "Company"

},

"006x0000001ZcyH" :{

"Name" : "Acme - 200 Widgets" ,

"object" : "Opportunity" ,

"displayName" : "Opportunity"

},

"006x0000001ZcyF" :{

"Name" : "Acme - 1,200 Widgets" ,

"object" : "Opportunity" ,

"displayName" : "Opportunity"

}

}

Invoking this API method with a deferred

parameter returns the following sample output without any screen navigation.

{

"006x0000001ZcyG" :{

"Name" : "Acme - 600 Widgets" ,

51

Methods for Lightning Experience setSoftphoneItemIcon() for Lightning Experience

Name

errors

Type

array

Description

"object" : "Opportunity" ,

"displayName" : "Opportunity"

},

SCREEN_POP_DATA : {} //an object. Do not modify it.

Pass it to screenPop() API to navigate.

}

Invoking this API method on a person account returns additional information.

•

accountId

or contactId

—The associated account or contact ID.

•

personAccount

— true

if person accounts are enabled in your org, false otherwise.

For example:

{

"006x0000001ZcyG" :{

"RecordName" : "Acme Person Account" ,

"RecordType" : "Account" ,

"PersonContactId" : "003D000000QOMqg" ,

"IsPersonAccount" :true

}

}

{

"url" : "http://

yourInstance

.salesforce.com/001x0000003DGQR ",

}

"RecordId" : "001x0000003DGQR" ,

"RecordName" : "Acme Person Account" ,

"RecordType" : "Account" ,

"PersonContactId" : "003D000000QOMqg" ,

"IsPersonAccount" :true

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

setSoftphoneItemIcon()

for Lightning Experience

Usage

Sets the icon for the softphone item in the utility bar. Returns true

if the function is successfully executed, and false

when there is a failure. This method is available in API version 38.0 or later.

The softphone icon in the utility bar.

52

Methods for Lightning Experience setSoftphoneItemIcon() for Lightning Experience

Syntax sforce.opencti.setSoftphoneItemIcon({ key:

key

, callback:

function

//Optional

});

Arguments

Name

key callback

Type

string function

Description

The key corresponding to the icon in the Lightning Design System you want to use for the softphone icon in the utility bar.

JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) {

53

Methods for Lightning Experience setSoftphoneItemLabel() for Lightning Experience if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

}; function setSoftphoneItemIcon() { sforce.opencti.setSoftphoneItemIcon({key: "call" , callback: callback});

}

</script >

</head >

<body >

<button onclick= "setSoftphoneItemIcon();" >setSoftphoneItemIcon() </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

This API method doesn’t return this object. The returnValue

is always null

.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

SEE ALSO:

Salesforce Lightning Design System: Utility Icons

setSoftphoneItemLabel()

for Lightning Experience

Usage

Sets the label for the softphone component item in the utility bar. Returns true

if the function is successfully executed, and false when there is a failure. This method is available in API version 38.0 or later.

The softphone label in the utility bar.

54

Methods for Lightning Experience setSoftphoneItemLabel() for Lightning Experience

Syntax sforce.opencti.setSoftphoneItemLabel({ label:

string

, callback:

function

//Optional

});

Arguments

Name

label callback

Type

string function

Description

The string you want to use for the softphone label in the utility bar.

JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) {

55

Methods for Lightning Experience setSoftphonePanelHeight() for Lightning Experience console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

}; function setSoftphoneItemLabel() { sforce.opencti.setSoftphoneItemLabel({label: "MySoftphone" , callback: callback});

}

</script >

</head >

<body >

<button onclick= "setSoftphoneItemLabel();" >setSoftphoneItemLabel() </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

This API method doesn’t return this object. The returnValue

is always null

.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

setSoftphonePanelHeight()

for Lightning Experience

Usage

Sets the softphone panel height in the utility bar. The height must be specified in pixels. This method is available in API version 38.0 or later.

Syntax sforce.opencti.setSoftphonePanelHeight({ heightPX:

height

, callback:

function

//Optional

});

56

Methods for Lightning Experience

Arguments

Name

heightPX callback

Type

number function setSoftphonePanelHeight() for Lightning Experience

Description

The softphone panel height in pixels. The height must be a number from 240 through

700.

JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

}; function setSoftphonePanelHeight() { sforce.opencti.setSoftphonePanelHeight({heightPX: 400, callback: callback});

}

</script >

</head >

<body >

<button onclick= "setSoftphonePanelHeight();" >setSoftphonePanelHeight() </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

This API method doesn’t return this object. The returnValue

is always null

.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

57

Methods for Lightning Experience setSoftphonePanelIcon() for Lightning Experience

setSoftphonePanelIcon()

for Lightning Experience

Usage

Sets the icon for the softphone panel. Returns true

if the function is successfully executed, and false

when there is a failure. This method is available in API version 38.0 or later.

The softphone panel icon.

Syntax sforce.opencti.setSoftphonePanelIcon({ key:

key

, callback:

function

//Optional

});

Arguments

Name

key callback

Type

string function

Description

The key corresponding to the icon in the Lightning Design System you want to use for the softphone panel icon.

JavaScript method executed when the API method call is completed.

58

Methods for Lightning Experience setSoftphonePanelLabel() for Lightning Experience

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

}; function setSoftphonePanelIcon() { sforce.opencti.setSoftphonePanelIcon({key: "call" , callback: callback});

}

</script >

</head >

<body >

<button onclick= "setSoftphonePanelIcon();" >setSoftphonePanelIcon() </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

This API method doesn’t return this object. The returnValue

is always null

.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

SEE ALSO:

Salesforce Lightning Design System: Utility Icons

setSoftphonePanelLabel()

for Lightning Experience

Usage

Sets the label for the softphone panel. Returns true

if the function is successfully executed, and false

when there is a failure. This method is available in API version 38.0 or later.

59

Methods for Lightning Experience

The softphone panel label.

setSoftphonePanelLabel() for Lightning Experience

Syntax sforce.opencti.setSoftphonePanelLabel({ label:

string

, callback:

function

//Optional

});

Arguments

Name

label callback

Type

string function

Description

The string you want to use for the softphone panel label.

JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" >

60

Methods for Lightning Experience setSoftphonePanelVisibility() for Lightning Experience var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

}; function setSoftphonePanelLabel() { sforce.opencti.setSoftphonePanelLabel({label: "Mysoftphone" ,callback: callback});

}

</script >

</head >

<body >

<button onclick= "setSoftphonePanelLabel();" >setSoftphonePanelLabel() </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

This API method doesn’t return this object. The returnValue

is always null

.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

setSoftphonePanelVisibility()

for Lightning Experience

Usage

Sets the visibility status of the softphone panel. When the visible

parameter is passed as true

, the softphone panel is displayed.

When it’s set to false

, the panel is minimized. This method is available in API version 38.0 or later.

Syntax sforce.opencti.setSoftphonePanelVisibility({ visible:

true

,

}); callback:

function

//Optional

61

Methods for Lightning Experience

Arguments

Name

visible callback

Type

boolean function setSoftphonePanelVisibility() for Lightning Experience

Description

To dock (display) the softphone panel, set the value to true

. To minimize (hide) the softphone panel, set the value to false

.

JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

}; function setSoftphonePanelVisibility() { sforce.opencti.setSoftphonePanelVisibility({visible: true, callback: callback});

}

</script >

</head >

<body >

<button onclick= "setSoftphonePanelVisibility();" >setSoftphonePanelVisibility() </button >

</body >

</html >

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

This API method doesn’t return this object. The returnValue

is always null

.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

62

Methods for Lightning Experience setSoftphonePanelWidth() for Lightning Experience

setSoftphonePanelWidth()

for Lightning Experience

Usage

Sets the softphone panel width in the utility bar. The width must be specified in pixels. This method is available in API version 38.0 or later.

Syntax sforce.opencti.setSoftphonePanelWidth({

}); widthPX:

width

, callback:

function

//Optional

Arguments

Name

widthPX callback

Type

number function

Description

The softphone panel width in pixels. The height must be a number from 200 through

1240.

JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript

<html >

<head >

<script type= "text/javascript" src= "https://domain:port/support/api/ 39.0/lightning/opencti_min.js

"></script>

<script type= "text/javascript" > var callback = function (response) { if (response.success) { console.log( 'API method call executed successfully! returnValue:' , response.returnValue);

} else { console.error( 'Something went wrong! Errors:' , response.errors);

}

}; function setSoftphonePanelWidth() { sforce.opencti.setSoftphonePanelWidth({widthPX: 400, callback: callback});

}

</script >

</head >

<body >

<button onclick= "setSoftphonePanelWidth();" >setSoftphonePanelWidth() </button >

</body >

</html >

63

Methods for Lightning Experience Common Error Messages for Lightning Experience Methods

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

success returnValue errors

Type

boolean object array

Description

Returns true

if the API method call was invoked successfully, false

otherwise.

This API method doesn’t return this object. The returnValue

is always null

.

If the API call was successful, this variable is null

. If the API call failed, this variable returns an array of

error messages .

Common Error Messages for Lightning Experience Methods

An error object is returned as an array for all Lightning Experience methods.

The following fields are contained as part of the error object.

code: string

A constant string denoting an error code.

description: string

A description of the error code.

details: object

Typically undefined. This constant can contain details about the error object for the saveLog

method.

Sample error object:

[{

}] code: code1 description: description1 details: details1

},{ code: code2 description: description2 details: details2

Sample error object for the INVALID_PARAM error code:

[{ code: "INVALID_PARAM" , description: "An invalid value was passed to the parameter value was expected, but

}]

undefined

was found instead.

"

parameterName

. A numeric

Sample error object for the GENERIC_PARAM error code:

[{

}] code: "GENERIC_ERROR" , description: "An error occurred while calling the API method."

64

Methods for Lightning Experience Common Error Messages for Lightning Experience Methods

Sample error object for the SERVER_ERROR code:

[{

}] code: "SERVER_ERROR" , description: "A problem was encountered on the server."

Sample error object for the SOFTPHONE_CONTAINER_ERROR code:

[{ code: "SOFTPHONE_CONTAINER_ERROR" , description: "Unable to execute sendPostMessage because the softphone container hasn’t initialized yet."

}]

For the runApex

method, if there is a server error, the description

field provides

"Could not load Apex class: apexClassName."

For the saveLog

method, the details

field provides information based on the type of error. For example:

[{ code: "GENERIC_ERROR" , description: "An error occurred while calling the saveLog() API method. Review the Details field in the error section." , details:[{ message: "An error occurred while trying to update the record. Please try again." ,

}] pageErrors:[], fieldErrors:{

Name:[{ statusCode: "REQUIRED_FIELD_MISSING" , message: "Required fields are missing: [Name]" , fieldLabel: "Account Name" , columnApiName: "Name"

}]

}, potentialDuplicates:[]

}]

65

CHAPTER 5

Methods for Salesforce Classic

If your org is using Salesforce Classic, use methods that work with Salesforce Classic.

Important:

The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce

Classic and Lightning Experience.You can’t swap the two Open CTI APIs in custom JavaScript code because they behave and function differently. Make sure that you think about where you want to implement your CTI system before you begin developing.

Methods for Salesforce Application Interaction

Open CTI lets your CTI system interact with the Salesforce application, including elements on a Case Feed page.

Methods for Computer-Telephony Integration (CTI)

Open CTI lets you integrate your CTI system with Salesforce.

SEE ALSO:

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

Method Parity Between Open CTI for Salesforce Classic and Lightning Experience

Methods for Salesforce Application Interaction

Open CTI lets your CTI system interact with the Salesforce application, including elements on a Case Feed page.

Important: The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce

Classic and Lightning Experience.You can’t swap the two Open CTI APIs in custom JavaScript code because they behave and function differently. Make sure that you think about where you want to implement your CTI system before you begin developing.

getPageInfo() for Salesforce Classic

isInConsole() for Salesforce Classic

isVisible() for Salesforce Classic

notifyInitializationComplete() for Salesforce Classic onFocus() for Salesforce Classic

onObjectUpdate() for Salesforce Classic

refreshObject() for Salesforce Classic

refreshPage() for Salesforce Classic

refreshRelatedList() for Salesforce Classic

reloadFrame() for Salesforce Classic runApex() for Salesforce Classic

66

Methods for Salesforce Classic getPageInfo() for Salesforce Classic

saveLog() for Salesforce Classic

screenPop() for Salesforce Classic

searchAndGetScreenPopUrl() for Salesforce Classic

searchAndScreenPop() for Salesforce Classic

setVisible() for Salesforce Classic

SEE ALSO:

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

Method Parity Between Open CTI for Salesforce Classic and Lightning Experience

getPageInfo()

for Salesforce Classic

Usage

Returns information about the current page.

Syntax sforce.interaction.getPageInfo(callback: function );

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert(response.result);

} else { alert(response.error);

}

}; function getPageInfo() {

//Invokes API method sforce.interaction.getPageInfo(callback);

}

</script>

67

Methods for Salesforce Classic isInConsole() for Salesforce Classic

</head>

<body>

</body>

<button onclick = "getPageInfo();" >getPageInfo</button>

</html>

Response

Name

result

Type

string error string

Description

Returns the URL of the current page as a JSON string, and includes any applicable object ID, object name, object type, and for API version 33.0 or later, the object tab name. For example:

{ "url" : "http://na1.salesforce.com/001x0000003DGQR" ,

"objectId" : "001x0000003DGQR" , "objectName" : "Acme" ,

"object" : "Account" , "displayName" : "Company" }

For API version 31.0 and later, invoking this API method on a PersonAccount object returns the following additional information.

•

accountId or contactId, the associated account or contact ID

•

personAccount, which is true

if the object is a PersonAccount and false otherwise

For example:

{ "url" : "http://na1.salesforce.com/001x0000003DGQR" ,

"objectId" : "001x0000003DGQR" , "objectName" : "Acme Person

Account" ,

"object" : "Account" , "contactId" : "003D000000QOMqg" ,

"personAccount" :true}

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

isInConsole()

for Salesforce Classic

Usage

Indicates if the softphone is in the Salesforce console.

Note: If this method is used in a Salesforce console where multi-monitor components is turned on, any popped out softphone components are indicated as in the console.

Syntax sforce.interaction.isInConsole(callback: function )

68

Methods for Salesforce Classic

Arguments

Name

callback

Type

function isInConsole() for Salesforce Classic

Description

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) {

};

</script>

</head>

<body>

<button onclick = "sforce.interaction.isInConsole(callback);" >isInConsole</button>

</body>

</html> if (response.result) { alert( 'User is in console.' );

} else { alert( 'User is not in console.' );

}

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

result error

Type

boolean string

Description

true

if the softphone was in the Salesforce console, false

if the softphone wasn’t in the Salesforce console.

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

SEE ALSO:

Salesforce Help: Salesforce Console

Salesforce Help: Turn On Multi-Monitor Components for a Salesforce Console in Salesforce Classic

69

Methods for Salesforce Classic isVisible() for Salesforce Classic

isVisible()

for Salesforce Classic

Usage

Returns true

if the softphone is visible or false

if the softphone is hidden.

Syntax sforce.interaction.isVisible(callback: function )

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert( 'Softphone is visible' );

} else { alert( 'Softphone is not visible' );

}

}; function isVisible() { sforce.interaction.isVisible(callback);

}

</script>

</head>

<body>

</body>

<button onclick = "isVisible();" >isVisible</button>

</html>

Response

Name

result error

Type

boolean string

Description

true

if the softphone is visible, false

if the softphone isn’t visible.

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

70

Methods for Salesforce Classic notifyInitializationComplete() for Salesforce Classic

notifyInitializationComplete()

for Salesforce Classic

Usage

Notifies Salesforce that the softphone initialization is complete and that Salesforce should not switch to a standby URL. While the softphone initializes, a loading icon displays in the SoftPhone area. To use a standby URL, you must specify it in the call center’s definition file. For more information, see

Optional Call Center Elements and Attributes on page 12.

Syntax sforce.interaction.cti.notifyInitializationComplete()

Arguments

None.

Sample Code

<html>

<head>

<script src= "http://domain:port/support/api/29.0/interaction.js" ></script>

<script type= "text/javascript" >

// Invokes API method sforce.interaction.cti.notifyInitializationComplete();

</script>

</head>

<body>

The interaction framework has been notified that the CTI initialization is complete.

</body>

</html>

Response

None.

onFocus ()

for Salesforce Classic

Usage

Registers a function to call when the browser focus changes. In the Salesforce console, the browser focus changes when a user navigates between primary tabs or the navigation tab.

Syntax sforce.interaction.

onFocus ( listener: function );

71

Methods for Salesforce Classic

Arguments

Name

listener

Type

function onFocus() for Salesforce Classic

Description

JavaScript method called when the browser focus changes.

Sample Code–JavaScript

<head>

<script type= "text/javascript" src= "http//domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert(response.result);

} }; function onFocus () {

//Invokes API method sforce.interaction.

onFocus (callback);

}

</script>

</head>

<body>

</body>

<button onclick = "onFocus();" > onFocus </button>

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

result

Type

string

Description

Returns the URL of the page in focus as a JSON string and includes any applicable object ID, object name, object type, and for API version 33.0 or later, the object tab name. For example:

{ "url" : "http://salesforce.com/001x0000003DGQR" ,

"objectId" : "001x0000003DGQR" , "objectName" : "Acme" ,

"object" : "Account" , "displayName" : "Company" }

If the page isn’t focused on an object, the object ID, object name, and object will be empty.

For API version 31.0 and later, invoking this API method on a PersonAccount object returns the following additional information.

•

accountId or contactId, the associated account or contact ID

•

personAccount, which is true

if the object is a PersonAccount and false otherwise

72

Methods for Salesforce Classic onObjectUpdate() for Salesforce Classic

Name

error

Type

string

Description

For example:

{ "url" : "http://na1.salesforce.com/001x0000003DGQR" ,

"objectId" : "001x0000003DGQR" , "objectName" : "Acme Person

Account" ,

"object" : "Account" , "contactId" : "003D000000QOMqg" ,

"personAccount" :true}

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

SEE ALSO:

Salesforce Help: Salesforce Console

Salesforce Help: Turn On Multi-Monitor Components for a Salesforce Console in Salesforce Classic

onObjectUpdate()

for Salesforce Classic

Usage

Registers a function to call when case fields, the feed, or related list data have changed on records that are displayed with a feed-based layout.

Note: Use this method with Visualforce pages you want to use as custom publishers in Case Feed.

Syntax sforce.interaction.entityFeed.onObjectUpdate(callback: function )

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<apex:page standardController= "Case" >

<apex:includeScript value= "/support/api/26.0/interaction.js" />

<script type= "text/javascript" > var callback = function (response) { alert( 'Case was updated. Fields = ' + response.fieldsUpdated +

' Related lists = ' + response.relatedListsUpdated + ' Feed = ' + response.feedUpdated);

};

73

Methods for Salesforce Classic refreshObject() for Salesforce Classic

//Invokes API method sforce.interaction.entityFeed.onObjectUpdate(callback);

</script>

</apex:page>

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

fieldsUpdated

Type

boolean relatedListsUpdated boolean feedUpdated boolean

Description

true

if one or more case fields were updated.

true

if one or more case related lists were updated.

true

if the case feed was updated.

refreshObject()

for Salesforce Classic

Usage

Notifies a page that uses a feed-based layout, that fields, the feed, or related list data has changed, and forces an update of these on the page.

Note: Use this method with Visualforce pages you want to use as custom publishers in Case Feed.

Syntax sforce.interaction.entityFeed.refreshObject( objectId:string, refreshFields: boolean , refreshRelatedLists: boolean , refreshFeed: boolean ,callback: function )

Arguments

Name

objectId refreshFields

Type

string boolean refreshRelatedLists boolean refreshFeed callback boolean function

Description

The record ID of the case object.

Indicates that one or more fields on the case have changed.

Indicates that one or more case-related lists have changed.

Indicates that the case feed has changed.

JavaScript method executed when the API method call is completed.

74

Methods for Salesforce Classic refreshPage() for Salesforce Classic

Sample Code–JavaScript

<apex:page standardController= "Case" >

<apex:includeScript value= "/support/api/26.0/interaction.js" />

<a href= "javascript:void(0);" onclick = "sforce.interaction.entityFeed.refreshObject('{!case.id}', true, true, true, function(response) {alert('Case was updated: ' + response.result);});" >Refresh Case</a>

</apex:page>

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

result

Type

boolean

Description

true

if the Case Feed page was successfully updated, false

if it was not.

refreshPage()

for Salesforce Classic

Usage

Returns true

if page refresh is invoked, false

otherwise. When this method is called within the Salesforce console, it refreshes the current active tab. This method is only available in API version 28.0 or later.

Syntax sforce.interaction.refreshPage(callback: function );

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/28.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert( 'Page refresh has been invoked.' );

} else { alert( 'Page refresh has not been invoked.' );

75

Methods for Salesforce Classic refreshRelatedList() for Salesforce Classic

}

</script>

</head>

<body>

}

}; function refreshPage() { sforce.interaction.refreshPage(callback);

</body>

<button onclick = "refreshPage();" >refreshPage</button>

</html>

Response

Name

result error

Type

boolean string

Description

Returns true

if page refresh has been invoked, false

otherwise.

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

refreshRelatedList()

for Salesforce Classic

Usage

Returns true

if the related list with the given listName

is refreshed, false

otherwise. When this method is called within the

Salesforce console, only the related list with the given list name in the currently focused view will be refreshed. This method is only available in API version 28.0 or later.

Syntax sforce.interaction.refreshRelatedList(listName:string, callback: function )

Arguments

Name

listName callback

Type

string function

Description

The name of the related list to refresh. For example, Contact for Contacts related list or Activity for Open Activities related list.

Note that to refresh a custom related list created from a custom lookup field, listName

must specify the ID of the custom lookup field.

JavaScript method executed when the API method call is completed.

76

Methods for Salesforce Classic refreshRelatedList() for Salesforce Classic

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/28.0/interaction.js" ></script>

<script type= "text/javascript" > function checkRefreshResult(result) { if (result.result) { alert( 'The related list is refreshed!' );

} else { alert( 'Cannot refresh the related list with the given listName! Make sure the listName is correct and the related list is on the page.' );

}

} function refreshActivityRelatedList() { sforce.interaction.refreshRelatedList( 'Activity' , checkRefreshResult);

} function refreshHistoryRelatedList() { sforce.interaction.refreshRelatedList( 'History' , checkRefreshResult);

} function saveAndRefresh() { sforce.interaction.saveLog( 'Task' ,

'Subject=ImportantTask&WhatId=[15-character ID of an account to which you want to attach the task]' , function (result) { if (result.result) { refreshActivityRelatedList();

} else { alert( 'Could not save the object! Check the developer console for error messages.' );

}

});

}

</script>

</head>

<body>

<button onclick = "refreshHistoryRelatedList();" >Refresh History Related List</button>

</body>

<button onclick = "saveAndRefresh();" >Save and Refresh</button>

</html>

Response

Name

result error

Type

boolean string

Description

Returns true

if the related list with the given name is refreshed, false

otherwise.

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

77

Methods for Salesforce Classic reloadFrame() for Salesforce Classic

Notes

•

This method cannot refresh related lists created from

<apex:relatedList>

.

•

This method cannot refresh a related list from an overridden Visualforce page in the Salesforce console.

•

If called from within the Salesforce console, this method will only search for the related list to refresh in the currently focused view.

reloadFrame()

for Salesforce Classic

Usage

Reloads the frame that contains the page making the call. This method is available only if the record is displayed with a feed-based layout. This method is available in API version 34.0 or later.

Syntax sforce.interaction.entityFeed.reloadFrame()

Arguments

None.

Sample Code–JavaScript

<apex:page standardController= "Case" >

<apex:includeScript value= "/support/api/34.0/interaction.js" />

<a href "javascript:void(0); onclick=" sforce.interaction.entityFeed.reloadFrame(); ">

Reload </a >

</apex:page >

Response

None.

runApex()

for Salesforce Classic

Usage

Executes an Apex method from an Apex class that’s exposed in Salesforce.

Syntax sforce.interaction.runApex(apexClass:string, methodName:string, methodParams:string,

(optional) callback: function )

78

Methods for Salesforce Classic

Arguments

Name

apexClass methodName methodParams callback

Type

string string string function runApex() for Salesforce Classic

Description

Specifies the Apex class of the method to execute.

Specifies the method to execute.

Specifies the method parameters to pass. The string must include field value pairs and be formatted as a valid query string. For example: name=acme&phone=(212)

555-5555

.

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

1. An administrator creates an Apex class and Apex method: global class AccountRetrieval{ webService static String getAccount(String name) {

List<Account> accounts = new List<Account>(); for (Account account : Database.query( 'Select Id, Name, phone from Account where Name like \'' + name + '%\'' )){ accounts.add(account);

}

String JSONString = JSON.serialize(accounts); return JSONString;

}

}

2. In the location where you’ve created the Apex class and method in Salesforce, click Generate WSDL to expose the method and class so that a third-party softphone can call it.

3. Add your code to the softphone:

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert(response.result);

}

} else { alert(response.error);

}; function runApex() {

//Invokes API method sforce.interaction.runApex( 'AccountRetrieval' , 'getAccount' , 'name=acme' , callback);

}

</script>

79

Methods for Salesforce Classic saveLog() for Salesforce Classic

</head>

<body>

</body>

<button onclick = "runApex();" >runApex</button>

</html>

4. Output is returned. In this example, one account named, Acme, was found:

[{ "attributes" :{ "type" : "Account" ,

"url" : "/services/data/v25.0/sobjects/Account/001x0000003DGQRAA4" },

"Id" : "001x0000003DGQRAA4" , "Name" : "Acme" , "Phone" : "(212) 555-5555" }]

Response

Name

result error

Type

string string

Description

Returns the result from executing the method from the specified Apex class.

No specific format is returned. The format is determined by the value from the method that was executed.

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

SEE ALSO:

Salesforce Help: Apex Code Overview

saveLog()

for Salesforce Classic

Usage

Saves or updates an object in Salesforce.

Syntax sforce.interaction.saveLog(object:string, saveParams:string, (optional)callback: function )

Arguments

Name

object saveParams

Type

string string

Description

The name of the object to save or update.

Specifies the fields to save or update on the object.

If the object’s ID is specified, a record is updated. For example:

Id=001D000000J6qIX&Name=Acme&Phone=4154561515

. If the object’s

80

Methods for Salesforce Classic screenPop() for Salesforce Classic

Name

callback

Type

function

Description

ID isn’t specified, a new record is created. For example:

Name=Acme&Phone=4154561515

.

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert(response.result);

} else { alert(response.error);

}

} function saveLog() {

//Invokes API method sforce.interaction.saveLog( 'Account' , 'Name=NewAccountName&Phone=4155551212' , callback);

}

</script>

</head>

<button onclick = "saveLog();" >saveLog</button>

</html>

Response

Name

result id error

Type

boolean string string

Description

true

if saving or updating the object was successful, false

if saving or updating the object wasn’t successful.

The Id of the newly created object.

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

screenPop()

for Salesforce Classic

Usage

Pops to a target URL, which must be relative.

81

Methods for Salesforce Classic screenPop() for Salesforce Classic

Syntax sforce.interaction.screenPop(url:string, force: boolean , (optional) callback: function )

Arguments

Name

url force callback

Type

string boolean function

Description

A relative URL, which specifies the location of the screen pop.

Set value to true

to force a screen pop, false

otherwise. This argument is only available in API version 28.0 and later.

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/28.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert( 'Screen pop was set successfully.' );

} else { alert( 'Screen pop failed.' + result.error);

}

}; function screenPop() {

//Invokes API method sforce.interaction.screenPop( '/001x0000003DGQR' , true, callback);

}

</script>

</head>

<body>

<!-- Note that '001x0000003DGQR' is an example of an object Id to screen pop. -->

</body>

<button onclick = "screenPop();" >screen pop to entity Id</button>

</html>

Response

Name

result error

Type

boolean string

Description

true

if the screen pop was successful, false

if the screen pop wasn’t successful.

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

82

Methods for Salesforce Classic searchAndGetScreenPopUrl() for Salesforce Classic

searchAndGetScreenPopUrl()

for Salesforce Classic

Usage

Searches objects specified in the softphone layout for a given string. Returns search results and the relative URL to be screen popped.

Note that this method does not perform an actual screen pop. This method respects screen pop settings defined in the softphone layout.

This method is only available in API version 28.0 or later.

Tip: This method is not available in the Open CTI API for Lightning Experience. To accomplish the same functionality in Lightning, use the deferred

parameter available in the

searchAndScreenPop()

for Lightning Experience method.

Syntax sforce.interaction.searchAndGetScreenPopUrl(searchParams:string, queryParams:string, callType:string, callback: function )

Arguments

Name

searchParams queryParams callType callback

Type

string string string function

Description

String to search.

Specifies the query parameters to pass to the URL.

Specifies the type of call, such as inbound, outbound, internal, or null. Per the settings in the softphone layout, the call type determines which objects to search for any matches.

If callType

is null, searches are inbound by default. If callType

is internal or outbound, no screen pops occur.

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/33.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert(response.result);

} else { alert(response.error);

}

}; function searchAndGetScreenPopUrl() {

//Invokes API method sforce.interaction.searchAndGetScreenPopUrl( 'Acme' ,

83

Methods for Salesforce Classic searchAndScreenPop() for Salesforce Classic

'Key1=value1&Key2=value2' , 'inbound' , callback);

}

</script>

</head>

<body>

<button onclick = "searchAndGetScreenPopUrl();" >searchAndGetScreenPopUrl</button>

</body>

</html>

Response

Name

result

Type

string error string

Description

Returns a list of objects that match the search results and the URL to the screen pop

( screenPopUrl

). The search is performed on the objects specified in the softphone layout. For each object found, the object ID, field names, field values, and for API version 33.0 or later, object tab name are returned as a JSON string.

The following is an example of searching for “Acme,” and finding one account and three opportunity objects:

{ "006x0000001ZcyG" :{ "Name" : "Acme - 600

Widgets" , "object" : "Opportunity" , "displayName" : "Opportunity" },

"001x0000003DGQR" :{ "Name" : "Acme" , "Type" : "Analyst" , "object" : "Account" ,

"displayName" : "Company" },

"006x0000001ZcyH" :{ "Name" : "Acme - 200

Widgets" , "object" : "Opportunity" , "displayName" : "Opportunity" },

"006x0000001ZcyF" :{ "Name" : "Acme - 1,200

Widgets" , "object" : "Opportunity" , "displayName" : "Opportunity" }, screenPopUrl: "/search/SearchResults?searchType=2&str=Acme" }

For API version 31.0 and later, invoking this API method on a PersonAccount object returns additional information:

{ "001D000000Jn5C5" :{ "Name" : "PersonAccount" , "contactId" : "003D000000QQCEu" ,

"Type" : "Analyst" , "object" : "Account" , "displayName" : "Account" , "personAccount" :true},

"screenPopUrl" : "/001D000000Jn5C5" }

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

SEE ALSO:

Salesforce Help: Designing a Custom Softphone Layout

searchAndScreenPop()

for Salesforce Classic

Usage

Searches objects specified in the softphone layout for a given string. Returns search results and screen pops any matching records. This method respects screen pop settings defined in the softphone layout.

84

Methods for Salesforce Classic searchAndScreenPop() for Salesforce Classic

Syntax sforce.interaction.searchAndScreenPop(searchParams:string, queryParams:string, callType:string, (optional) callback: function );

Arguments

Name

searchParams queryParams callType callback

Type

string string string function

Description

String to search.

Specifies the query parameters to pass to the URL.

Specifies the type of call, such as inbound, outbound, internal, or null. Per the settings in the softphone layout, the call type determines which objects to search for any matches.

If callType

is null, searches are inbound by default. If callType

is internal or outbound, no screen pops occur.

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/33.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) {

} alert(response.result);

} else { alert(response.error);

}; function searchAndScreenPop() {

//Invokes API method sforce.interaction.searchAndScreenPop( 'Acme' , 'Key1=value1&Key2=value2' ,

'inbound' , callback);

}

</script>

</head>

<body>

</body>

<button onclick = "searchAndScreenPop();" >searchAndScreenPop</button>

</html>

85

Methods for Salesforce Classic

Response

Name

result

Type

string error string setVisible() for Salesforce Classic

Description

Returns a list of objects that match the search results. The search is performed on the objects specified in the softphone layout. For each object found, the object ID, field names, field values, and for API version 33.0 or later, object tab names are returned as a JSON string.

Note: If multiple matches are found, only a single field is returned.

The following is an example of searching for “Acme,” and finding one account and three opportunity objects:

{

"006x0000001ZcyG" : { "Name" : "Acme - 600 Widgets" ,

"object" : "Opportunity" , "displayName" :

"Opportunity" },

"001x0000003DGQR" : { "Name" : "Acme" , "Type" :

"Analyst" , "object" : "Account" , "displayName" :

"Company" },

"006x0000001ZcyH" : { "Name" : "Acme - 200 Widgets" ,

"object" : "Opportunity" , "displayName" :

"Opportunity" },

}

"006x0000001ZcyF" : { "Name" : "Acme - 1,200 Widgets" ,

"object" : "Opportunity" , "displayName" : "Opportunity" }

For API version 31.0 and later, invoking this API method on a PersonAccount object returns additional information:

{ "001D000000JWAW8" :{ "Name" : "Acme" , "contactId" : "003D000000QNwDB" ,

"Type" : "Analyst" , "object" : "Account" , "personAccount" :true}}

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

SEE ALSO:

Salesforce Help: Designing a Custom Softphone Layout

setVisible()

for Salesforce Classic

Usage

Shows or hides the softphone in the Salesforce console.

Note: If this method is used in a Salesforce console where multi-monitor components is turned on, an error will be returned.

86

Methods for Salesforce Classic setVisible() for Salesforce Classic

Syntax sforce.interaction.setVisible(value: boolean , (optional) callback: function )

Arguments

Name

value callback

Type

boolean function

Description

Set value to true

to show the softphone or set value to false

to hide the softphone.

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert(response.result);

} else { alert(response.error);

}

}; function setVisible(value) { sforce.interaction.setVisible(value, callback);

}

</script>

</head>

<body>

</body>

<button onclick = "setVisible(false);" >hide softphone</button>

</html>

Response

Name

result

Type

boolean

Description

true

if showing or hiding the softphone succeeded, false

if showing or hiding the softphone didn’t succeed.

87

Methods for Salesforce Classic Methods for Computer-Telephony Integration (CTI)

Name

error

Type

string

Description

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

SEE ALSO:

Salesforce Help: Salesforce Console

Salesforce Help: Turn On Multi-Monitor Components for a Salesforce Console in Salesforce Classic

Methods for Computer-Telephony Integration (CTI)

Open CTI lets you integrate your CTI system with Salesforce.

Important: The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce

Classic and Lightning Experience.You can’t swap the two Open CTI APIs in custom JavaScript code because they behave and function differently. Make sure that you think about where you want to implement your CTI system before you begin developing.

disableClickToDial() for Salesforce Classic

enableClickToDial() for Salesforce Classic

getCallCenterSettings() for Salesforce Classic

getDirectoryNumbers() for Salesforce Classic

getSoftphoneLayout() for Salesforce Classic

onClickToDial() for Salesforce Classic

setSoftphoneHeight() for Salesforce Classic

setSoftphoneWidth() for Salesforce Classic

SEE ALSO:

Why Your UI Matters—Open CTI for Salesforce Classic vs. Lightning Experience

Method Parity Between Open CTI for Salesforce Classic and Lightning Experience

disableClickToDial()

for Salesforce Classic

Usage

Disables click-to-dial.

Syntax sforce.interaction.cti.disableClickToDial( (optional) callback: function )

88

Methods for Salesforce Classic

Arguments

Name

callback

Type

function enableClickToDial() for Salesforce Classic

Description

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert( 'Click to dial was disabled.' );

} else { alert( 'Click to dial was not disabled.' );

}

}; function disableClickToDial() {

//Invokes API method sforce.interaction.cti.disableClickToDial(callback);

}

</script>

</head>

<body>

<button onclick = "disableClickToDial();" >disable click to dial</button>

</body>

</html>

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

result error

Type

boolean string

Description

true

if click-to-dial was disabled, false

if click-to-dial wasn’t disabled.

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

enableClickToDial()

for Salesforce Classic

Usage

Enables click-to-dial.

89

Methods for Salesforce Classic enableClickToDial() for Salesforce Classic

Syntax sforce.interaction.cti.enableClickToDial( (optional) callback: function )

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert( 'Click to dial was enabled.' );

} else { alert( 'Click to dial was not enabled.' );

}

}; function enableClickToDial() {

//Invokes API method sforce.interaction.cti.enableClickToDial(callback);

}

</script>

</head>

<body>

<button onclick = "enableClickToDial();" >enable click to dial</button>

</body>

</html>

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

result error

Type

boolean string

Description

true

if click-to-dial was enabled, false

if click-to-dial wasn’t enabled.

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

90

Methods for Salesforce Classic getCallCenterSettings() for Salesforce Classic

getCallCenterSettings()

for Salesforce Classic

Usage

Returns the call center settings in the call center definition file as a JSON string. For more information, see Call Center Definition Files .

Syntax sforce.interaction.cti.getCallCenterSettings(callback: function )

Arguments

Name

callback

Type

function

Description

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { alert(response.result);

}

//Calls getCallCenterSettings sforce.interaction.cti.getCallCenterSettings(callback);

</script>

</head>

<body></body>

</html>

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

result error

Type

string string

Description

If the API call was successful, the call center settings definition is returned as a JSON string. If the API call failed, null is returned.

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

91

Methods for Salesforce Classic getDirectoryNumbers() for Salesforce Classic

getDirectoryNumbers()

for Salesforce Classic

Usage

Returns the list of phone numbers from the call center’s directory. This method is only available in API version 31.0 or later.

Syntax sforce.interaction.cti.getDirectoryNumbers(isGlobal: boolean , callCenterName:String,

(optional) callback: function , (optional) resultSetPage:Integer, (optional) resultSetPageSize:Integer)

Arguments

Name

isGlobal

Type

boolean callCenterName string callback resultSetPage resultSetPageSize function integer integer

Description

Set the value to true

to return a directory number from the global call center name, or set the value to false

to return a directory number that is specific to a call center.

Specifies the call center name on which to return directory numbers. If isGlobal is set to false

, and this field is not specified, all directory numbers are returned.

JavaScript method executed when the API method call is completed.

Represents the page number of the list of results to return. This number starts at 0.

Sets the maximum number of phone numbers to retrieve, which is defaulted to 5000 and has a maximum number of 10000. If hasNext

returns true

in the callback

, use this argument with resultSetPage

to get the next page of results. For example, if resultSetPageSize

is set to 5000, and resultSetPage

is set to 0, the first 5000 phone numbers are returned. If resultSetPage

is set to 1, the next 5000 phone numbers are returned.

Sample Code–JavaScript

<html>

<head>

<script src= "https://domain:port/support/api/31.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert(response.result);

}

} else { alert(response.error);

}; var isGlobal = false; //Do not return directories from the global call center var callCenterName = ‘My Call Center’; //Call center name of directory numbers to

92

Methods for Salesforce Classic getSoftphoneLayout() for Salesforce Classic return function getDirectoryNumbers() { sforce.interaction.cti.getDirectoryNumbers(isGlobal, callCenterName, callback);

}

</script>

</head>

<body>

</body>

<button onclick = "getDirectoryNumbers();" >Get Directory Numbers</button>

</html>

Response

Name

result

Type

string error string

Description

Returns a JSON string that represents the list of phone numbers from the specified call center name. Each phone number element contains a call center name, phone, and description. For example:

{ directoryNumbers:

[

{callCenterName: 'Demo Call Center' , name: 'Sales

Cloud' , phone: '415-555-1212' , description: 'Sales Cloud additional number' },

{callCenterName: 'Demo Call Center 2' , name: 'Service

Cloud' , phone: '415-555-3434' , description: 'Service

Cloud additional number' },

], hasNext: false

}

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

getSoftphoneLayout()

for Salesforce Classic

Usage

Returns the softphone layout as a JSON string. This method is only available in API version 27.0 or later.

Syntax sforce.interaction.cti.getSoftphoneLayout(callback: function );

93

Methods for Salesforce Classic

Arguments

Name

callback

Type

function getSoftphoneLayout() for Salesforce Classic

Description

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/27.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { alert(response.result);

}

// Calls getSoftphoneLayout sforce.interaction.cti.getSoftphoneLayout(callback);

</script>

</head>

<body></body>

</html>

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

result

Type

string

Description

If the API call was successful, the softphone layout definition is returned as a JSON string. If the API call failed, null is returned.

The returned JSON string contains three elements that represent each of the call types:

•

"Internal"

•

"Inbound"

•

"Outbound"

Each call-type contains three subsections:

•

"callRelatedFields"

—An array of call-related fields selected to display.

Possible values are

"ANI"

,

"DNIS"

,

"SEGMENT"

, and

"QUEUE"

.

•

"objects"

—The set of Salesforce objects selected to display, along with the

Field Label

and

Field Name

(API name) selected to display from each object.

•

"screenPopSettings"

—This object contains a

"screenPopsOpenWithin"

field with a value of either

"ExistingWindow"

or

"NewWindow"

. Additionally, it contains the settings for each of the screen pop match types:

"NoMatch"

,

94

Methods for Salesforce Classic

Name Type

getSoftphoneLayout() for Salesforce Classic

Description

"SingleMatch"

,

"MultipleMatches"

. Each match type contains a corresponding

"screenPopType"

field and may also contain a

"screenPopData"

field. If

"screenPopType"

has a value of

"PopToEntity"

, then

"screenPopData"

contains the name of the target object. If

"screenPopType"

has a value of

"PopToVisualforce"

, then

"screenPopData"

contains the name of the target Visualforcepage. If

"screenPopType"

has a value of

"PopToSearch"

, then there won’t be a

"screenPopData"

field.

The following is an example of a JSON response:

"Internal" : {

"callRelatedFields" : [

"ANI" ,

"DNIS" ,

]

"objects" : {

"User" : [ {

]

}

"displayName" : "Name" ,

"apiName" : "Name"

},

"screenPopSettings" : {}

},

"Inbound" : {

"callRelatedFields" : [

"ANI" ,

"DNIS" ,

"SEGMENT" ,

"QUEUE"

],

"objects" : {

"Account" : [ {

"displayName" : "Account Name" ,

]

}

"apiName" : "Name"

},

"screenPopSettings" : {

"NoMatch" : {

"screenPopType" : "PopToEntity" ,

"screenPopData" : "Contact"

},

"SingleMatch" : {

"screenPopType" : "PopToVisualforce" ,

"screenPopData" : "Visualforce_Page_Name"

},

"MultipleMatches" : {

"screenPopType" : "PopToSearch"

95

Methods for Salesforce Classic onClickToDial() for Salesforce Classic

Name

error

Type

string or undefined

Description

}

}

},

"Outbound" : {

"callRelatedFields" : [

"DNIS"

],

"objects" : {

"Account" : [ {

]

}

"displayName" : "Account Name" ,

"apiName" : "Name"

}

}

},

"screenPopSettings" : {}

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

SEE ALSO:

Salesforce Help: Designing a Custom Softphone Layout

onClickToDial()

for Salesforce Classic

Usage

Registers a function to call when a user clicks an enabled phone number.

Syntax sforce.interaction.cti.onClickToDial( listener: function )

Arguments

Name

listener

Type

function

Description

JavaScript method called when the user clicks a phone number.

Sample Code–JavaScript

<html>

<head>

96

Methods for Salesforce Classic setSoftphoneHeight() for Salesforce Classic

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var listener = function (response) { if (response.result) { alert( 'User clicked on a phone number.' + response.result );

}

};

//Invokes API method sforce.interaction.cti.onClickToDial(listener);

</script>

</head>

</html>

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

result

Type

string

Description

Returns the phone number, object ID, the name of the object, and for API version

33.0 or later, the object tab name from where the click was initiated as a JSON string.

For example:

{ "number" : "4155551212" , "objectId" : "001x0000003DIGj" , "objectName" : "Account" ,

"displayName" : "Company" }

For API version 33.0 or later, invoking this API method on a PersonAccount object returns the following additional information.

•

accountId or contactId, the associated account or contact ID

•

personAccount, which is true

if the object is a PersonAccount and false otherwise

For example:

{ "number" : "4155551212" , "object

Id" : "001D000000JWVvP" , "objectName" : "Howard

Jones" , "object" : "Account" ,

"personAccount" :true, "contactId" : " 003D000000QOBPX" } error string If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

setSoftphoneHeight()

for Salesforce Classic

Usage

Sets the softphone height in pixels.

97

Methods for Salesforce Classic setSoftphoneHeight() for Salesforce Classic

Note: If this method is used in a Salesforce console where multi-monitor components is turned on, an error will be returned because resizing multi-monitor component is not allowed.

Syntax sforce.interaction.cti.setSoftphoneHeight(height:number, (optional) callback: function )

Arguments

Name

height callback

Type

number function

Description

Softphone height in pixels. The height should be a number that’s equal or greater than 0.

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert( 'Height was set successfully.' );

} else { alert( 'Height was not set successfully.' );

}

};

</script>

</head>

<body>

<button onclick = "sforce.interaction.cti.setSoftphoneHeight(200, callback);" >

</body>

</html> set softphone height to 200px

</button>

Response

Name

result

Type

boolean

Description

true

if the height was set successfully, false

if setting the height wasn’t successful.

98

Methods for Salesforce Classic setSoftphoneWidth() for Salesforce Classic

Name

error

Type

string

Description

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

SEE ALSO:

Salesforce Help: Salesforce Console

Salesforce Help: Turn On Multi-Monitor Components for a Salesforce Console in Salesforce Classic

setSoftphoneWidth()

for Salesforce Classic

Usage

Sets the softphone width in pixels for the Salesforce console.

Note: If this method is used in a Salesforce console where multi-monitor components is turned on, an error will be returned because resizing multi-monitor component is not allowed.

Syntax sforce.interaction.cti.setSoftphoneWidth(width:number, (optional) callback: function )

Arguments

Name

width callback

Type

number function

Description

Softphone width in pixels. The width should be a number that’s equal or greater than 0.

JavaScript method executed when the API method call is completed.

Sample Code–JavaScript

<html>

<head>

<script type= "text/javascript" src= "http://domain:port/support/api/25.0/interaction.js" ></script>

<script type= "text/javascript" > var callback = function (response) { if (response.result) { alert( 'Width was set successfully.' );

} else { alert( 'Width was not set successfully.' );

}

};

</script>

99

Methods for Salesforce Classic setSoftphoneWidth() for Salesforce Classic

</head>

<body>

<button onclick = "sforce.interaction.cti.setSoftphoneWidth(100, callback);" > set softphone width to 100px

</body>

</button>

</html>

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name

result error

Type

boolean string

Description

true

if the width was set successfully, false

if setting the width wasn’t successful.

If the API call was successful, this variable is undefined. If the API call failed, this variable returns an error message.

SEE ALSO:

Salesforce Help: Salesforce Console

Salesforce Help: Turn On Multi-Monitor Components for a Salesforce Console in Salesforce Classic

100

CHAPTER 6

Other Resources

In addition to this guide, there are other resources available for you as you learn how to use Open CTI.

Open CTI Typographical Conventions

Typographical conventions are used in our code examples. Learn what Courier font, italics, and brackets mean.

SEE ALSO:

Salesforce Help: Salesforce Call Center

Salesforce Help: Salesforce Console

Salesforce Help: Glossary

Salesforce Developers: Getting Started with Salesforce App Cloud

Salesforce University: Training

Open CTI Typographical Conventions

Typographical conventions are used in our code examples. Learn what Courier font, italics, and brackets mean.

Convention

Courier font

Description

In descriptions of syntax, monospace font indicates items that you should type as shown, except for brackets. For example:

Public class HelloWorld

Italics

Bold Courier font

< >

In descriptions of syntax, italics represent variables. You supply the actual value. In the following example, three values need to be supplied:

datatype variable_name

[ =

value

];

If the syntax is bold and italic, the text represents a code element that needs a value supplied by you, such as a class name or variable value: public static class

YourClassHere

{ ... }

In code samples and syntax descriptions, bold courier font emphasizes a portion of the code or syntax.

In descriptions of syntax, less-than and greater-than symbols (< >) are typed exactly as shown.

<apex:pageBlockTable value= "{!account.Contacts}" var= "contact" >

<apex:column value= "{!contact.Name}" />

101

Other Resources

Convention

{ }

|

[ ]

Open CTI Typographical Conventions

Description

<apex:column value= "{!contact.MailingCity}" />

<apex:column value= "{!contact.Phone}" />

</apex:pageBlockTable >

In descriptions of syntax, braces ({ }) are typed exactly as shown.

<apex:page >

Hello {!$User.FirstName}!

</apex:page >

In descriptions of syntax, anything included in brackets is optional. In the following example, specifying

value

is optional:

data_type variable_name

[ =

value

];

In descriptions of syntax, the pipe sign means “or”. You can do one of the following (not all).

In the following example, you can create a new unpopulated set in one of two ways, or you can populate the set:

Set<

data_type

>

set_name

[= new Set<

data_type

>();] |

[= new Set<

data_type

{

value

[,

value2

. . .] };] |

;

102

INDEX

A

Apex

6

API support

7

Asynchronous calls

18

Authentication

24

B

Backward compatibility

7

Best practices

24

C

Call center definition files optional elements and attributes

12

required elements and attributes

10

Sample

13

specifying values for <item> elements

13

XML format

9

Connecting to Open CTI

17

custom functionality

6

D definition files

8

Demo adapter

18

Desktop Toolkit

5

disableClickToDial() for Lightning Experience

27

disableClickToDial() for Salesforce Classic

88

E enableClickToDial() for Lightning Experience

28

enableClickToDial() for Salesforce Classic

89

error messages for Lightning Experience

64

F

Force.com Canvas

24

G get started

1

getAppViewInfo() for Lightning Experience

29

getCallCenterSettings() for Lightning Experience

31

getCallCenterSettings() for Salesforce Classic

91

getDirectoryNumbers() for Salesforce Classic

92

getPageInfo() for Salesforce Classic

67

getSoftphoneLayout() for Lightning Experience

33

getSoftphoneLayout() for Salesforce Classic

93

103

I interaction.js

17

introduction

1

isInConsole() for Salesforce Classic

68

isSoftphoneVisible() for Lightning Experience

36

isVisible()for Salesforce Classic

70

L

Lightning Experience vs Salesforce Classic method comparison

3

M

Methods application interaction

66

computer-telephony integration (CTI)

88

disableClickToDial() for Lightning Experience

27

disableClickToDial() for Salesforce Classic

88

enableClickToDial() for Lightning Experience

28

enableClickToDial() for Salesforce Classic

89

error messages for Lightning Experience

64

for Lightning Experience

26

for Salesforce Classic

66

getAppViewInfo() for Lightning Experience

29

getCallCenterSettings() for Lightning Experience

31

getCallCenterSettings() for Salesforce Classic

91

getDirectoryNumbers() for Salesforce Classic

92

getPageInfo() for Salesforce Classic

67

getSoftphoneLayout() for Lightning Experience

33

getSoftphoneLayout() for Salesforce Classic

93

isInConsole() for Salesforce Classic

68

isSoftphoneVisible() for Lightning Experience

36

isVisible()for Salesforce Classic

70

notifyInitializationComplete() for Salesforce Classic

71

onClickToDial() for Lightning Experience

37

onClickToDial() for Salesforce Classic

96

onFocus() for Salesforce Classic

71

onNavigationChange() for Lightning Experience

38

onObjectUpdate for Salesforce Classic

73

refreshObject() for Salesforce Classic

74

refreshPage() for Salesforce Classic

75

refreshRelatedList() for Salesforce Classic

76

refreshView() for Lightning Experience

40

reloadFrame() for Salesforce Classic

78

runApex() for Lightning Experience

42

runApex() for Salesforce Classic

78

Index

Methods (continued)

Salesforce interaction

66

saveLog() for Lightning Experience

44

saveLog() for Salesforce Classic

80

screenPop() for Lightning Experience

46

screenPop() for Salesforce Classic

81

searchAndGetScreenPopUrl() for Salesforce Classic

83

searchAndScreenPop() for Lightning Experience

49

searchAndScreenPop()for Salesforce Classic

84

setSoftphoneHeight() for Salesforce Classic

97

setSoftphoneItemIcon() for Lightning Experience

52

setSoftphoneItemLabel() for Lightning Experience

54

setSoftphonePanelHeight() for Lightning Experience

56

setSoftphonePanelIcon() for Lightning Experience

58

setSoftphonePanelLabel() for Lightning Experience

59

setSoftphonePanelWidth() for Lightning Experience

63

setSoftphoneVisibility() for Lightning Experience

61

setSoftphoneWidth() for Salesforce Classic

99

setVisible() for Salesforce Classic

86

N notifyInitializationComplete() for Salesforce Classic

71

O

OAuth

24

onClickToDial() for Lightning Experience

37

onClickToDial() for Salesforce Classic

96

onFocus() for Salesforce Classic

71

onNavigationChange() for Lightning Experience

38

onObjectUpdatefor Salesforce Classic

73

Open CTI

Demo adapter

18

Using

16

Other resources

101

R refreshObject() for Salesforce Classic

74

refreshPage() for Salesforce Classic

75

refreshRelatedList() for Salesforce Classic

76

refreshView() for Lightning Experience

40

reloadFrame() for Salesforce Classic

78

Resources for developers

101

runApex() for Lightning Experience

42

runApex() for Salesforce Classic

78

S

Salesforce Classic vs Lightning Experience method comparison

3

Salesforce Console Integration Toolkit

6

Salesforce Voice

5

Sample HTML page

18

saveLog() for Lightning Experience

44

saveLog() for Salesforce Classic

80

screenPop() for Lightning Experience

46

screenPop() for Salesforce Classic

81

searchAndGetScreenPopUrl() for Salesforce Classic

83

searchAndScreenPop() for Lightning Experience

49

searchAndScreenPop()for Salesforce Classic

84

setSoftphoneHeight() for Salesforce Classic

97

setSoftphoneItemIcon() for Lightning Experience

52

setSoftphoneItemLabel() for Lightning Experience

54

setSoftphonePanelHeight() for Lightning Experience

56

setSoftphonePanelIcon() for Lightning Experience

58

setSoftphonePanelLabel() for Lightning Experience

59

setSoftphonePanelWidth() for Lightning Experience

63

setSoftphoneVisibility() for Lightning Experience

61

setSoftphoneWidth() for Salesforce Classic

99

setVisible() for Salesforce Classic

86

SOAP API

6

Softphone

18

Support policy

6

supported browsers

1

T

Typographical conventions

101

V

Visualforce

6

W

Working with Open CTI

16

104