Setup Widget

In order to complete the tasks detailed below, you must have Manage Call Centers permissions within Salesforce. These permissions are found under the user's Profile > App Permissions > Manage Call Centers.

Install

  1. Click Setup.
  2. Click Customize.
  3. Click Call Center.
  4. Click Manage call centers.
    1. Click [Continue] if the help window appears. Check Don't show me this page again if you wish to skip this step in the future.
  1. Click [Import].
  2. Click here to download the Jive CTI file.
  1. Click [Choose File].
  2. Select the newly downloaded Jive CTI file.
  3. Click [Import].

Salesforce Requirements

  • Supported Salesforce Editions
    • Professional
    • Enterprise
    • Unlimited
    • Performance
    • Developer Edition
  • The Salesforce console
  • JavaScript enabled browser
  • Minimum Browsers
    • Firefox 26
    • Safari 6
    • Chrome 33

Manage Call Center Users

  1. Click Setup.
  2. Click Customize.
  3. Click Call Center.
  4. Click Manage call centers.
    1. Click [Continue] if the help window appears. Check Don't show me this page again if you wish to skip this step in the future.
  1. Click Jive CTI Adapter
  1. Click [Manage Call Center Users].

Add Call Center Users

  1. Complete steps 1-6 above.
  2. Click [Add More Users].
  1. Define search criteria and then click [Find].
  2. Check the desired call center users.
  3. Click [Add to Call Center].

Remove Call Center Users

  1. Complete steps 1-6 above.
  2. Click Remove to the left of the call center user's name (or check multiple users and then click [Remove Users]).

Screen Pop Settings

  1. Click Setup.
  2. Click Customize.
  3. Click Call Center.
  4. Click Customize SoftPhone layouts.
    1. Click [Continue] if the help window appears. Check Don't show me this page again if you wish to skip this step in the future.
  1. Click Edit.
  1. Select Inbound for the Call Type.
  1. Navigate to CTI 2.0 or Higher Settings and configure the following:
Screen pops open within
  • Existing browser window
  • New browser window or tab
No matching records
  • Don't pop any screen
  • Pop to new
    • Lead
    • Account
    • Etc.
  • Pop to Visualforce page
Single-matching record
  • Don't pop any screen
  • Pop detail page
  • Pop to Visualforce page
Screen pops open within
  • Multiple-matching records
  • Pop to search page
  • Pop to Visualforce page
  1. Click [Save].