Open CTI Developer Guide

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Get Started with Open CTI
Call Center Definition Files
Working with Open CTI
Methods for Lightning Experience
disableClickToDial() for Lightning Experience
enableClickToDial() for Lightning Experience
getAppViewInfo() for Lightning Experience
getCallCenterSettings() for Lightning Experience
getSoftphoneLayout() for Lightning Experience
Sales Engagement Methods for Lightning Experience
isSoftphonePanelVisible() for Lightning Experience
notifyInitializationComplete() for Lightning Experience
onClickToDial() for Lightning Experience
onNavigationChange() for Lightning Experience
refreshView() for Lightning Experience
runApex() for Lightning Experience
saveLog() for Lightning Experience
screenPop() for Lightning Experience
searchAndScreenPop() for Lightning Experience
setSoftphoneItemIcon() for Lightning Experience
setSoftphoneItemLabel() for Lightning Experience
setSoftphonePanelHeight() for Lightning Experience
setSoftphonePanelIcon() for Lightning Experience
setSoftphonePanelLabel() for Lightning Experience
setSoftphonePanelVisibility() for Lightning Experience
setSoftphonePanelWidth() for Lightning Experience
Lightning Message Service Methods for Lightning Experience
Common Error Messages for Lightning Experience Methods
Methods for Salesforce Classic
Other Resources
PDF

getSoftphoneLayout() for Lightning Experience

Usage

Returns the softphone layout of the current user. This method is available in API version 38.0 or later.

The Open CTI for Lightning Experience methods screenPop() and searchAndScreenPop() don’t support screenPopSettings.

Note

Syntax

sforce.opencti.getSoftphoneLayout({
     callback: function
});

Arguments

Name Type Description
callback function JavaScript method executed when the API method call is completed.

Sample Code–HTML and JavaScript

<html>
<head>
   <script type="text/javascript" src="https://domain:port/support/api/63.0/lightning/opencti_min.js"></script>
   <script type="text/javascript">
      var callback = function(response) {
         if (response.success) {
            alert(response.returnValue);
         } else {
            console.error(response.errors);
            alert(
               'Something went wrong. Please check error information in developer console.'
            );
         }
      };

      function getSoftphoneLayout() {
         sforce.opencti.getSoftphoneLayout({
            callback: callback
         });
      }
   </script>
</head>
<body>
   <button onclick="getSoftphoneLayout();">Get Softphone Layout</button>
</body>
</html>

Response

This method is asynchronous. The response is returned in an object passed to a callback method. The response object contains the following fields.

Name Type Description
success boolean If the API call is successful, the value true is returned and the softphone layout definition is returned in returnValue, false otherwise.
returnValue object If the API call is successful, the softphone layout definition is returned. If the API call fails, null is returned.
The returned object contains three elements that represent each of the call-types:
  • "Internal"
  • "Inbound"
  • "Outbound"
Each call-type contains three sub-sections:
  • "callRelatedFields"—An array of call-related fields selected to display. Possible values are "ANI", "DNIS", "SEGMENT", and "QUEUE".
  • "objects"—The set of Salesforce objects selected to display, along with the Field Label and Field Name (API name) selected to display from each object.
  • "screenPopSettings"—This object contains a "screenPopsOpenWithin" field with a value of either "ExistingWindow" or "NewWindow".
    Additionally, it contains the settings for each of the screen pop match types: "NoMatch", "SingleMatch", "MultipleMatches". Each match type contains a corresponding "screenPopType" field and may also contain a "screenPopData" field.
    • If "screenPopType" has a value of "PopToEntity", then "screenPopData" contains the name of the target object.
    • If "screenPopType" has a value of "PopToVisualforce", then "screenPopData" contains the name of the target Visualforce page.
    • If "screenPopType" has a value of "PopToSearch", then there won’t be a "screenPopData" field.
    • If "screenPopType" has a value of "PopToFlow", then "screenPopData" contains the name of the target flow.
The following is an example of a returnValue:
{
"Internal" : {
   "callRelatedFields" : [
    "ANI",  
    "DNIS", 
   ]
   "objects" : {
    "User" : [ {
      "displayName" : "Name",
      "apiName" : "Name"
     }
    ]
   },
   "screenPopSettings" : {}
  },
  "Inbound" : {
   "callRelatedFields" : [
    "ANI",
    "DNIS",
    "SEGMENT",
    "QUEUE"  
   ],
    "objects" : {
    "Account" : [ {
      "displayName" : "Account Name",
      "apiName" : "Name"
     }
    ]
     
   },
   "screenPopSettings" : {
    "NoMatch" : {
     "screenPopType" : "PopToEntity",
     "screenPopData" : "Contact"  
    },
     
    "SingleMatch" : {
     "screenPopType" : "PopToVisualforce",
     "screenPopData" : "Visualforce_Page_Name"
    },
    "MultipleMatches" : {
     "screenPopType" : "PopToSearch"
    }
   }
  },
  "Outbound" : {
   "callRelatedFields" : [
    "DNIS"  
   ],
   "objects" : {
    "Account" : [ {
      "displayName" : "Account Name",
      "apiName" : "Name"
     }
    ]
   },
   "screenPopSettings" : {}
  }
 }
errors array If the API call was successful, this variable is null. If the API call failed, this variable returns an array of error messages.