The work is mostly importing the vendor package, registering the Call Center, and assigning users. The actual JavaScript code is the vendor problem.
- Install the vendor managed AppExchange package
Pick the right package for your edition (Lightning or Classic). Install in sandbox first.
- Import the Call Center definition file
Setup, Call Centers, Import. Upload the XML file the package shipped.
- Configure adapter settings
Edit the Call Center to set softphone dimensions, screen pop preferences, and any vendor-specific options (queue defaults, language).
- Assign users to the Call Center
Manage Call Center Users on the detail page. Add agents who should see the softphone.
- Verify in sandbox
Place a test inbound call. Confirm the adapter loads, the screen pop fires, the call logs to the right object.
- Promote to production
Repeat the install and assignment in production after sandbox testing.
Gotchas
- Classic CTI adapters (CTI Toolkit) are deprecated and do not work in Lightning.
- Open CTI methods are namespace-prefixed sforce.opencti for Lightning. Classic uses different names. Mixing patterns breaks the adapter.
- Sandbox refresh wipes Call Center user assignments. Re-assign after every refresh.
- Vendor package upgrades sometimes change the Call Center file; re-import on upgrade.
- Adapter latency contributes to screen pop SLA. Measure during pilot.