Enabling the Lightning Experience application to display the Avaya Workspaces for CRM softphone

Last Updated : Nov 07, 2023 |
Prolog information
Metadata
Keywords:
Enable the Lightning Experience application to display the Avaya Workspaces for CRM softphone on the Utility Bar to agents using the Lightning Experience view.
Before you begin
Configure a Lightning Experience application for your call center. For more information about configuring the Lightning Experience application, contact your Salesforce administrator.
  1. At the top of the Salesforce home page, click the My Settings icon.
  2. In the pop-up window, click Setup.
  3. Go to Apps App Manager.
    STEP RESULT:
    Salesforce displays the Lightning Experience App Manager page.
  4. Locate the Lightning Experience application configured for your call center and click the Down icon next to it.
  5. In the pop-up window, click Edit.
  6. Click Utility Items (Desktop Only).
  7. Click Add Utility Item.
  8. In the pop-up window, locate the Open CTI Softphone option in the list and click it.
    STEP RESULT:
    Salesforce displays the Phone tab configuration fields.
  9. To change the name of the Avaya Workspaces for CRM softphone that Salesforce displays on the Utility Bar, in Label, type a name for your softphone.
  10. In Panel Width, type 260.
  11. In Panel Height, type 600.
  12. To enable Avaya Workspaces for CRM automatically when an agent logs in, select Start automatically.
  13. Click Save.