Nextiva Contact Center: Salesforce Lightning Integration

Log in to Salesforce Lightning

1. Open a Google Chrome browser.
   
   
2. Navigate to the login of your Salesforce app, for example, https://login.salesforce.com/.
   
   
3. Enter your Salesforce email and password. 
   
   Note: The username (email address) in Salesforce must be the same username in NCC.
   
   
4. Click Log In.
   
   

Import a Salesforce call center definition file

1. Once logged in to Salesforce, click on the Setup Icon in the upper right corner (between the bell and question mark icon).
   
   
2. Click Service Setup. The Service Setup Home Page will appear.
   
   
3. In the Search bar to the left, search for “Call center”. Click Call Centers. Click Continue at the bottom.
   
   
4. Choose the file to import.
   
   
   • The XML file will be provided to you by Nextiva support.
     
     
5. Click Import.
   
   
6. Once the file has been imported, update the CTI Adapter URL, CTI Provider URL, and OAuth URL. The OAuth URL final path parameter is your NCC tenant ID relevant to the integration.
   
   
   • CTI Adapter URL: https://xxx.thrio.io/crm/
     
     
   • CTI Provider URL: https://xxx.thrio.io
     
     
   • OAuth URL: provider/oauth2/authorization/salesforce/xxx
     
     

Adding users to a call center

1. In Salesforce, click Service Setup. The Service Setup Home Page will appear.
   
   
2. Search for “call center”.
   
   
3. Click Call Centers.
   
   
4. Click Continue at the bottom of the screen.
   
   
   
   
5. Click on the call center that you want to add users to.
   
   
6. Click Add More Users this will bring you to a new screen.
   
   
7. Click Find at the bottom of the screen.
   
   
   
   
8. Click the checkboxes next to the names of the users you want to add to the call center.
   
   
9. Click Add to Call Center.
   
   
   
   
10. The users will be added to the call center.

Create Connected Apps in Lightning Experience

As part of the External Client Apps rollout, connected apps can only be created in Lightning Experience. 

Where: This change applies to Salesforce Classic and Lightning Experience in Professional, Performance, and Unlimited editions.

How: If you’re going to create connected apps, from Setup in Lightning Experience, in the Quick Find box, enter External Client Apps, and then select Settings. Turn on Allow creation of connected apps.

Configure a Connected App

1. In the search bar on the Service Setup Home Page, search for “App manager”.
   
   
2. In the main view of the screen, there should be information about Salesforce Connected Apps. Click New Connected App.
   
   
3. The New Connected App configuration page will appear. Make sure the following fields have these specific values and leave the default configurations in other fields:
   
   
   • Name: Thrio Server to Server
     
     
   • API Name: NCC_Server_to_Server
     
     
   • Check the Enable OAuth Settings box
     
     
   • Check the Enable for Device Flow box
     
     
   • Callback URLs: Only 2 are needed and should have the following format: https://xxx.thrio.xx/provider/login/oauth2/code/salesforce
     
     
   • Move these options from Available OAuth Scopes to Selected OAuth Scopes:
     
     
     • Access the Identity URL Service (id, profile, email, address, phone)
       
       
     • Access unique user identifiers (openid)
       
       
     • Manage user data via APIs (api)
       
       
     • Manage user data via Web browsers (web)
       
       
     • Perform requests at any time (refresh_token, offline_access)
       
       
   • Disable Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows
     
     
   • Check the Require Secret for Web Server Flow box.
     
     
   • Check the Require Secret for Refresh Token Flow box.
     
     
   • Check Configure Id Token box.
     
     
   • Set the Token Valid for 60 minutes.
     
     
   • Check the Include Standard Claims box.
     
     
     
     

Manage the policies of a Connected App

1. Once the Connected App is configured, click the Manage button. This will open the Connected App policies.
   
   
2. In the OAuth Policies section, set Permitted Users to All users may self-authorize.
   
   
3. Set IP Relaxations to Relax IP restrictions.
   
   
   
   
4. Click the Save button at the bottom of the screen.

Configure Salesforce single sign-on (SSO) in the NCC user interface

1. In NCC, in the Tenant object, navigate to the Salesforce Single Sign-On tab.
   
   
2. Click the Enable Single Sign-On toggle.
   
   
   
   
3. Enter the Salesforce Client ID. This is the value of the Consumer Key in the API (Enable OAuth Settings) section of the Connected App.
   
   
4. Enter the Salesforce Client Secret. This is the value of the Consumer Secret in the API (Enable OAuth Settings) section of the Connected App.
   
   
5. Enter the Salesforce Instance URL of the Salesforce solution where this configuration is taking place.
   
   
   1. The URL can be found when clicking on the avatar. Ex:  https://nextivasdc-dev-ed.develop.my.salesforce.com/
      
      
6. Enter the Salesforce User Lookup Field (by default, the value should be “email”).
   
   

Softphone layout

Salesforce includes a “Standard Softphone Layout” that should be customized to duplicate the Thrio configuration.

1. In the search bar on the Service Setup Home Page, search for “softphone layout”.
   
   
2. Click Softphone Layouts. A list of softphone layouts will be displayed.
   
   
3. Click New. A new Softphone Layout Page will appear.
   
   
4. Fill in the information, and click Save.
   
   

Configuring a softphone layout

You must also configure the Softphone Layout. This is where you set up the call details and Salesforce objects that are automatically displayed for inbound and outbound calls. Internal calls (extension) are not available. This is where you define what you want to see, the fields to be displayed, and the contacts or objects to be searched.

1. On the page with the list of softphones, click Edit.
   
   
2. Click on the right arrow icons to view the fields that will be displayed/searched.
   
   
   • Each softphone layout allows you to customize the appearance of a softphone for inbound, outbound, and internal calls. Assign softphone layouts to user profiles by clicking Layout Assignment in the Softphone Layouts page.
     
     
   • Thrio currently searches on: contact, account, lead, case, and phone number.
     
     
3. Click on the right arrow icons at the bottom of the screen to view the different behaviors.
   
   
4. Repeat for other call types.

Salesforce Lightning CTI

Open CTI is a JavaScript API that lets you build and integrate third-party computer-telephony integration systems with the Salesforce Call Center. 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.

To create a new Lighting App:

1. On the Service Setup Home Page, click USER INTERFACE on the left side of the screen.
   
   
2. Click User Interface in the sub-menu.
   
   
3. Click App Manager.
   
   
4. Click on the down arrow next to the Sales Console. Click Edit, a new page will open.
   
   
5. Click Utility Items. This is where the CTI Integration to the Service and Sales Consoles (or any other app) is added. This is where the label and icon you want displayed at the bottom left of the screen are added.
   
   
   
   
6. Click Add Utility Item.
   
   
   
   
7. Search for the Open CTI Softphone.
   
   
8. Type NCC CTI Integration in the Label field.
   
   
9. Click Save at the bottom of the screen.