{"componentChunkName":"component---src-templates-tree-layout-js","path":"/tutorials/Channel_Integration_Tutorials/Integrating CCaaS and Salesforce/","result":{"data":{"content":{"frontmatter":{"title":"Integrating CCaaS and Salesforce","description":null,"show_cards":null},"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Integrating CCaaS and Salesforce/","current":"Integrating CCaaS and Salesforce","parent":"Channel_Integration_Tutorials","root":"tutorials"},"html":"<h2 id=\"integrate-softphone-to-salesforce\" style=\"position:relative;\"><a href=\"#integrate-softphone-to-salesforce\" aria-label=\"integrate softphone to salesforce permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Integrate softphone to Salesforce</h2>\n<p>Integration to Salesforce or external CRM application works by writing a wrapper library that receives softphone events\nand performs external application specific actions. </p>\n<p>For any event like call accepted, call rejected, call completed, agent status changes, etc, Softphone would notify wrapper library with payload\nand then it is responsibility of wrapper library to convert the softphone event into application specific logic.  </p>\n<p>In case CRM application need to notify Softphone about the action like initiating outbound call then it also need to\nhappen through callbacks exposed by Softphone to Wrapper library.  </p>\n<h3 id=\"steps-for-integration--\" style=\"position:relative;\"><a href=\"#steps-for-integration--\" aria-label=\"steps for integration   permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Steps for integration -</h3>\n<ol>\n<li>\n<p>Write a wrapper library that implements the Softphone contract and is accessible from remote location  </p>\n<h4 id=\"contract\" style=\"position:relative;\"><a href=\"#contract\" aria-label=\"contract permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Contract</h4>\n<p>1 <code class=\"language-text\">load(callback)</code>\nExecuted when softphone loads.<br>\nParameters -   </p>\n<table>\n<thead>\n<tr>\n<th>Property</th>\n<th>Type</th>\n<th>Purpose</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td>callback</td>\n<td>String</td>\n<td>callback method that wrapper library needs to call to notify softphone.</td>\n</tr>\n</tbody>\n</table>\n<p>Callback method takes two params, event type and payload. <code class=\"language-text\">callback(eventType, payload)</code>\n<br/> Softphone supports following event types -</p>\n<ul>\n<li>\n<p>disposition\n<br/> Array of strings that will be displayed as drop down in softphone.</p>\n<div class=\"gatsby-highlight\" data-language=\"text\"><pre class=\"language-text\"><code class=\"language-text\">[&quot;code1&quot;, &quot;code2&quot;]</code></pre></div>\n</li>\n<li>\n<p>partner_config\n<br/> It is required to allow agent to use dialpad to initiate independent outbound call.\n<br/> Sample payload - </p>\n<div class=\"gatsby-highlight\" data-language=\"text\"><pre class=\"language-text\"><code class=\"language-text\">{\n  &quot;partnerId&quot;: &quot;215fd887-39be-4935-981f-2670d6afeaa7&quot;,\n  &quot;businessSegmentId&quot;: &quot;d6afeaa7-39be-4935-981f-2670215fd887&quot;,\n  &quot;channelOriginId&quot;: &quot;57053e21-0440-4689-a27a-513d7dceebde&quot;,\n}</code></pre></div>\n</li>\n<li>get_presence\n<br/> When application need to know current status on Softphone. In response softphone calls statusChanged()\n<br/> No payload is expected.     </li>\n<li>\n<p>update_presence\n<br/> When application need to notify Softphone to change agent presence.\n<br/> Sample payload -</p>\n<div class=\"gatsby-highlight\" data-language=\"text\"><pre class=\"language-text\"><code class=\"language-text\">{\n  softphoneId: &#39;d6afeaa7-39be-4935-981f-2670215fd887&#39;\n}</code></pre></div>\n</li>\n<li>\n<p>start_call\n<br/> When application need to notify Softphone to initiate outbound call.\n<br/> Sample payload -</p>\n<div class=\"gatsby-highlight\" data-language=\"text\"><pre class=\"language-text\"><code class=\"language-text\">{\n  &quot;partnerId&quot;: &quot;215fd887-39be-4935-981f-2670d6afeaa7&quot;,\n  &quot;businessSegmentId&quot;: &quot;d6afeaa7-39be-4935-981f-2670215fd887&quot;,\n  &quot;channelOriginId&quot;: &quot;57053e21-0440-4689-a27a-513d7dceebde&quot;,\n  &quot;dialTo&quot;: &quot;+18883973342&quot;,\n  &quot;dialFrom&quot;: &quot;+18449401117&quot;,\n  &quot;participantType&quot;: &quot;Traveler/Supplier/Agent&quot;,\n}</code></pre></div>\n</li>\n</ul>\n<p>2 <code class=\"language-text\">incomingCall()</code>\nExecuted by softphone when an incoming call is routed to the agent.<br>\nParameters -   </p>\n<table>\n<thead>\n<tr>\n<th>Property</th>\n<th>Type</th>\n<th>Purpose</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td>partnerId</td>\n<td>String</td>\n<td>Unique guid to identify partner in platform</td>\n</tr>\n<tr>\n<td>conversationId</td>\n<td>String</td>\n<td>Unique guid to identify conversation</td>\n</tr>\n<tr>\n<td>callerANI</td>\n<td>String</td>\n<td>Phone Number of caller</td>\n</tr>\n<tr>\n<td>language</td>\n<td>String</td>\n<td>Language selected by caller. Default - en_US</td>\n</tr>\n</tbody>\n</table>\n<p>3 <code class=\"language-text\">callAccepted(JSONparams)</code>\nExecuted by softphone when call is accepted by agent.<br>\nProperties of request JSON -   </p>\n<table>\n<thead>\n<tr>\n<th>Property</th>\n<th>Type</th>\n<th>Purpose</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td>partnerId</td>\n<td>String</td>\n<td>Unique guid to identify partner in platform</td>\n</tr>\n<tr>\n<td>conversationId</td>\n<td>String</td>\n<td>Unique guid to identify conversation</td>\n</tr>\n<tr>\n<td>callerANI</td>\n<td>String</td>\n<td>Phone Number of caller</td>\n</tr>\n<tr>\n<td>language</td>\n<td>String</td>\n<td>Language selected by caller. Default - en_US</td>\n</tr>\n<tr>\n<td>ivrExitPath</td>\n<td>String</td>\n<td>Intent</td>\n</tr>\n<tr>\n<td>channelName</td>\n<td>String</td>\n<td></td>\n</tr>\n<tr>\n<td>reservationStartDate</td>\n<td>String</td>\n<td>Booking start date if booking was identified during interaction with Virtual Agent</td>\n</tr>\n<tr>\n<td>specialEvent</td>\n<td>String</td>\n<td></td>\n</tr>\n<tr>\n<td>escalationType</td>\n<td>String</td>\n<td></td>\n</tr>\n<tr>\n<td>recordingStatus</td>\n<td>String</td>\n<td>ON or OFF</td>\n</tr>\n</tbody>\n</table>\n<p>4 <code class=\"language-text\">callRejected(JSONparams)</code>\nExecuted by softphone when call is rejected actively or passively.<br>\nProperties of request JSON -   </p>\n<table>\n<thead>\n<tr>\n<th>Property</th>\n<th>Type</th>\n<th>Purpose</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td>partnerId</td>\n<td>String</td>\n<td>Unique guid to identify partner in platform</td>\n</tr>\n<tr>\n<td>conversationId</td>\n<td>String</td>\n<td>Unique guid to identify conversation</td>\n</tr>\n<tr>\n<td>reason</td>\n<td>String</td>\n<td>active/passive</td>\n</tr>\n</tbody>\n</table>\n<p>5 <code class=\"language-text\">callEnded(JSONparams)</code>\nExecuted by softphone when call is rejected actively or passively.<br>\nProperties of request JSON -   </p>\n<table>\n<thead>\n<tr>\n<th>Property</th>\n<th>Type</th>\n<th>Purpose</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td>partnerId</td>\n<td>String</td>\n<td>Unique guid to identify partner in platform</td>\n</tr>\n<tr>\n<td>conversationId</td>\n<td>String</td>\n<td>Unique guid to identify conversation</td>\n</tr>\n<tr>\n<td>duration</td>\n<td>Number</td>\n<td>Call duration in seconds</td>\n</tr>\n<tr>\n<td>disposition</td>\n<td>String</td>\n<td>Disposition code selected by agent.</td>\n</tr>\n<tr>\n<td>notes</td>\n<td>String</td>\n<td>Call Notes entered by agent.</td>\n</tr>\n<tr>\n<td>callType</td>\n<td>String</td>\n<td>inbound/outbound</td>\n</tr>\n</tbody>\n</table>\n<p>6 <code class=\"language-text\">callNotesSubmitted(JSONparams)</code>\nExecuted by softphone when agent submits disposition and notes.<br>\nProperties of request JSON -   </p>\n<table>\n<thead>\n<tr>\n<th>Property</th>\n<th>Type</th>\n<th>Purpose</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td>partnerId</td>\n<td>String</td>\n<td>Unique guid to identify partner in platform</td>\n</tr>\n<tr>\n<td>conversationId</td>\n<td>String</td>\n<td>Unique guid to identify conversation</td>\n</tr>\n<tr>\n<td>disposition</td>\n<td>String</td>\n<td>Disposition code selected by agent.</td>\n</tr>\n<tr>\n<td>notes</td>\n<td>String</td>\n<td>Call Notes entered by agent.</td>\n</tr>\n</tbody>\n</table>\n<p>7 <code class=\"language-text\">outboundCallInitiated(JSONparams)</code>\nExecuted by softphone when agent starts independent outbound call.<br>\nProperties of request JSON -   </p>\n<table>\n<thead>\n<tr>\n<th>Property</th>\n<th>Type</th>\n<th>Purpose</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td>partnerId</td>\n<td>String</td>\n<td>Unique guid to identify partner in platform</td>\n</tr>\n<tr>\n<td>conversationId</td>\n<td>String</td>\n<td>Unique guid to identify conversation</td>\n</tr>\n<tr>\n<td>dialledTo</td>\n<td>String</td>\n<td>Disposition code selected by agent.</td>\n</tr>\n</tbody>\n</table>\n<p>8 <code class=\"language-text\">statusChanged(JSONparams)</code>\nExecuted by softphone when agent changes status.<br>\nProperties of request JSON -   </p>\n<table>\n<thead>\n<tr>\n<th>Property</th>\n<th>Type</th>\n<th>Purpose</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td>softphoneId</td>\n<td>String</td>\n<td>Unique guid of status on softphone</td>\n</tr>\n</tbody>\n</table>\n<div class=\"gatsby-highlight\" data-language=\"text\"><pre class=\"language-text\"><code class=\"language-text\">      </code></pre></div>\n</li>\n<li>If CRM application is running on a domain other than *.expedia.com then share domain with Softphone team to add\nthem to list of allowed domain to support cross domain script execution.</li>\n<li>Add Softphone url to application configuration that will load Softphone. Example in Salesforce it is inside\ncall center definition.</li>\n</ol>","tableOfContents":"<ul>\n<li><a href=\"/docs/tutorials/Channel_Integration_Tutorials/Integrating%20CCaaS%20and%20Salesforce/#integrate-softphone-to-salesforce\">Integrate softphone to Salesforce</a></li>\n</ul>"},"documents":{"edges":[{"node":{"fields":{"slug":"/tutorials/getting_started/","current":"getting_started","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Getting Started","description":"Getting Started guides for partners to quickly setup their contact center."}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/Getting_started_with_intelligent_contact_distribution_API/","current":"Getting_started_with_intelligent_contact_distribution_API","parent":"Intelligent_Contact_Distribution","root":"tutorials"},"frontmatter":{"title":"Getting Started with Intelligent Contact Distribution API","description":"This tutorial shows how to set up 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