Open CTI Developer Guide
jSales Engagement Methods for Lightning Experience
Usage
These two methods allow your CTI implementation to communicate with Sales Engagement to handle Sales Engagement work. The onWorkStart method lets you listen for when a Sales Engagement work item starts. You communicate back to Sales Engagement with the completeWork method when the work completes. These methods are available in API version 46.0 or later.
Syntax
The onWorkStart method lets you listen for when work starts. Sales Engagement calls your listener function when the work starts. In your listener, the completeWorkWhen parameter specifies whether to call Sales Engagement back when the task is saved (TaskSaved).
1sforce.opencti.hvs.onWorkStart({listener: function});
2
3{ // Listener function payload
4 workId: string, // Id of the current work
5 completeWorkWhen: string, // 'TaskSaved'
6 attributes: {
7 to: string // Used to match to click_to_call
8 }
9}When the work completes (when the task is saved), call the completeWork method so that the Sales Engagement system can update its information.
1sforce.opencti.hvs.completeWork({
2 workId: string, // Id from onWorkStart
3 attributes: {
4 disposition: string, // Only needed for task
5 taskId: string,
6 wasConnected: boolean, // Should be added, otherwise defaults to true
7 },
8 callback: function
9});Arguments
Arguments for onWorkStart:
| Name | Type | Description |
|---|---|---|
| listener | function | Function that is called when the work is started. This function’s payload includes workId, completeWorkWhen, attributes, and to. |
| workId | string | ID of the work item. Depending on the type of work, this value is either the step tracker ID or the my list ID. |
| completeWorkWhen | string | Defines when to call the completeWork method. This value is TaskSaved. |
| attributes | object | Attributes object that contains the to field. |
| to | string | This field is used to link to the number in onClickToDial. |
Arguments for completeWork:
| Name | Type | Description |
|---|---|---|
| workId | string | ID of the work item. Use the same value that you previously received in onWorkStart. |
| attributes | object | Attributes object that can contain the following fields: disposition, taskId, wasConnected. |
| disposition | string | Value of the disposition. Required when completeWorkWhen is TaskSaved. |
| taskId | string | ID of the task. Required when completeWorkWhen is TaskSaved. |
| wasConnected | boolean | Indicates whether the call successfully connected. We recommend always passing this value. If not passed, the value defaults to true. |
| callback | function | Function executed when the call completes. |
Sample Code
Listen for Sales Engagement work to start:
1sforce.opencti.hvs.onWorkStart({
2 listener: function(payload) {
3 var workId = payload.workId; // Save the work ID
4 var whenVal = payload.completeWorkWhen; // Save the completion requirement
5 var toVal = payload.attributes.to; // Save the number to associate with onClickToDial
6 }
7});Call Sales Engagement when a task is saved:
1sforce.opencti.hvs.completeWork({
2 workId: a07B0000006VFHrIAO, // Id sent via onWorkStart
3 attributes: {
4 disposition: 'Completed', // Disposition value
5 taskId: '00TR00000032yfVMAQ' // ID of task created
6 wasConnected: true // Whether the call successfully connected
7 },
8 callback: function() { /* perform cleanup here */ }
9});