Salesforce contacts pad not opening when using Webrtc as agent dev.

[Henrik Larsen]

Hi.

I have an existing Webex CC customer using Salesforce integration. All is good when customer agent is using extension via salesforce to login, but when desktop/webrtc is selected, the salesforce contact pad is not opened on incoming calls. When opened manually, data is present.

Any specific changes required for support of this in salesforce?

Any advice is very welcome.

\Henrik

[Henrik Larsen]

Thank you, seem update is required.
Br. Henrik

[wajidhassan]

Force open the softphone on login

Make sure agents always have the Salesforce softphone open:

• Configure Salesforce Lightning App Builder to make the softphone widget (Open CTI) always docked and auto-open on agent login.

• You can place it in the utility bar of the Salesforce console, and set it to “Start automatically”.

Steps:

• Go to App Manager → Edit your console app

• Add the Open CTI softphone to the utility bar

• Enable Start automatically

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Check Webex CC Desktop settings

In Webex CC:

• Ensure the Desktop Layout JSON has correct popOpenNewTab or screenPop configuration.

• There may be differences in how events are published to the CTI adapter between PSTN extension mode vs. WebRTC.

• Validate in Control Hub → Contact Center → Desktop Layout that your screen pop is configured for both media types.

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Review Salesforce integration package / Open CTI events

• Ensure you’re using the latest Cisco Webex Contact Center for Salesforce managed package.

• Confirm the CTI connector subscribes to call events (onCallStart, onCallEnd) regardless of media termination.

• Sometimes an older connector listens only for external/PSTN events.