Disable CTI Settings in WebAgent for SalesForce

Introduction

By default the WebAgent will overwrite the Softphone layout settings with the settings configured in the CTI plugin. Via a URL parameter, you can hide the settings menu, so users don't overwrite the settings.

Settings that will be hidden with the parameter enabled:

  • Entity

  • Single match: Pop

  • Multiple matched: Pop

  • No match: Pop

Additionally you can now use the Softphone Layout (Feature Settings > Service > Call Center > Softphone Layouts) of SalesForce to overwrite the default values.

Note

Please note that not all options in the Softphone Layout are supported. Only the following settings are available: No Match, Single Match, and Multiple Match. Additionally, the screen pop will open within the existing browser window.

How to use

Add the "disable-cti-setting" parameter to the WebAgent url in the configuration

Important

Please use the URL defined in the CTI configuration manual

Note

If your CTI url already contains a url parameter it will be "&disable-cti-settings=true".

URL
[CTI URL]?disable-cti-settings=true