Issue with softphone/CTI

  • 1
  • Problem
  • Updated 3 weeks ago
We use RingCentral's call center/softphone stuff and ha e run into this issue. When a call is taken, the agent can't grab the whoid from the record to put into a task due to the Skuid/vf page being there. The solution is below but I dont know where to put it!! Or if I even can put it somewhere to solve this?? Help.

Visualforce Page: Who/(Name) and What/Relates To values are not populated in Salesforce Agent

If a customer is using custom Visualforce pages on any of objects (Standard/Custom) and Who and What are not populated with objects that are recently opened. NICE inContact agent application does not know the object that are being opened, because the Open CTI can't identify the object Type and Id from the custom visualforce page.

Solution

Customers have to make changes in their custom visualforce page implementation to include the additional query parameters to pass the required values as below. The query parameters and its values are "object=&objectId=&objectName="
Photo of Lauren Ake

Lauren Ake

  • 490 Points 250 badge 2x thumb
  • annoyed with CTIs

Posted 3 weeks ago

  • 1

Be the first to post a reply!