Connect Salesforce CRM with Phone System (CTI Integration)

Integrate your Salesforce CRM account directly with Phone System to enable click-to-dial, inbound caller identification, and automatic call logging within Salesforce. Administrators can configure the connection entirely through self-service settings without opening a technical support ticket.

Availability & Prerequisites

Step 1: Obtain OAuth Credentials in Salesforce

Before connecting Salesforce in the portal, generate a Consumer Key (Client ID) and Consumer Secret (Client Secret) in your Salesforce organization.

1. Log in to Salesforce as a System Administrator.
2. Navigate to Setup (gear icon) > Apps > External Client Apps > External Client App Manager.
3. Click New External Client App.
4. Configure the required application fields:

• Distribution State: Set to Local.
• OAuth Settings: Check Enable OAuth Settings.
• Callback URL: Enter the OAuth callback URL provided on your portal integration card (format: https://<your-portal-domain>/_a/cti/public/v1/oauth/callback).
• Selected OAuth Scopes: Add api (Manage user data via APIs).
• Client Credentials Flow: Check Enable Client Credentials Flow.
• Web Server Flow: Check Require secret for Web/Refresh Token Flow.
• PKCE: Ensure Require Proof Key for Code Exchange (PKCE) is disabled.

1. Click Create (or Save).
2. In the External Client App Manager list, locate your newly created app, click the dropdown menu, and select Edit Policies:

• Under OAuth Policies, check Enable Client Credentials Flow.
• Set the Run As field to the designated administrator username.
• Under Refresh Token Policy, select Refresh token is valid until revoked.
• Click Save.

1. Locate your app again, click Edit Settings, and expand the OAuth Settings tab.
2. Click Consumer Key and Secret. When prompted, verify the one-time passcode (OTP) sent to your administrator email address.
3. Copy both the Consumer Key and Consumer Secret to a secure note.

Step 2: Connect Salesforce in the Portal

Once you have your Salesforce credentials, configure the connection in Phone System:

1. Log in to your account on the portal.
2. Navigate to Phone System > CTI Integration.
3. In the Available Integrations grid, locate the Salesforce card and click Connect.
4. In the Connect Salesforce dialog, complete the three connection fields:

• Domain: Enter your Salesforce subdomain. The fixed suffix .my.salesforce.com is automatically appended.
• Standard Production Org: Enter your company subdomain (e.g. enter mycompany for mycompany.my.salesforce.com).
• Sandbox Org: Enter your multi-segment subdomain with dots (e.g. orgfarm-d76fb33812-dev-ed.develop).
• Client ID (Consumer Key): Paste the Consumer Key generated in Step 1.
• Client Secret (Consumer Secret): Paste the Consumer Secret generated in Step 1.

1. Click the eye icon beside either credential field if you need to visually verify the input before saving.
2. Click Connect.

1. To disconnect, click the connected card and select Deactivate.
    

Step 3: Configure User Extensions for CTI Calling

To allow members to place and receive calls through the CTI widget, enable CTI on their extension settings:

Enable Inbound Calls in CTI

1. Navigate to Phone System > Extension Settings.
2. Open the Devices section.
3. Check the CTI option.
4. Click Save.

Configure Outbound Caller ID

1. On the same extension edit page, open the Outbound Call section.
2. Select the preferred Caller ID to be displayed when placing outbound calls from Salesforce.
3. Click Save.

Managing Your Salesforce Connection

Deactivate the Integration

To temporarily suspend call logging and click-to-dial without removing credentials:

1. Navigate to Phone System > CTI Integration.
2. On the active Salesforce card, click Deactivate.

1. The status chip transitions to Inactive. Click Activate at any time to resume calling integration.

Delete the Integration

To permanently disconnect Salesforce and purge saved credentials:

1. Navigate to Phone System > CTI Integration.
2. On the Salesforce card, click Delete.
3. In the confirmation dialog, type CONFIRM in the verification box to prevent accidental removal.
4. Click Delete.