Salesforce Aswat CTI (Ziwo) Installation Guide

Installing the Aswat CTI (Ziwo) for Salesforce App

The steps below will guide you on the initial installation of Aswat CTI for Salesforce app.

Step 1:
Login as an administrator to your Salesforce App Exchange.

Step 2:
Search for Aswat CTI and click download

Step 3:
After downloading, choose where you want to Install the App and Click Confirm and Install.

Step 4:
Approve the Access Request and Check the Checkbox and Click Continue.

Step 5:
Select Install for All Users, then click Install.

Step 6:
After the Installation is complete click on Done.

Configuring the Call Center

In order to configure a call center, you need to have a ZIWO instance created.

If you don’t have a ZIWO instance, you can Sign up for a ZIWO demo by clicking here.

Make sure to remember your instance name as you are going to use it as the call center name in the below steps.

If you are already having a ZIWO platform then you can proceed with below steps.

Users will not have access to Aswat CTI for Salesforce unless the administrator adds them to the Call Center as detailed below.

Step 1:
Go to Setup Home > Call Centers .

Select the call center Aswat CTI App, then click Edit:

Step 2:
Change the Call Centre Name to your ZIWO instance name (ZIWO instance name = Instance name without .aswat.co)

Adding Users to the Call Center

Users will not have access to Aswat CTI for Salesforce until the administrator adds them to the Call Center as detailed below.

Step 1: Go to Setup, search for Call Centers using Quick Find, then click Call Centers.

Step 2: Click Aswat CTI.

Step 3: Click Manage Call Center Users:

Step 4: Click Add More Users.

NOTE: You cannot add Users that are already added to another call center.

Step 5: Select Filters, then click Find.

NOTE: You cannot add Users that are already added to another call center.

Step 6: Select a User, then click Add to Call Center.

Setting up Softphone Layouts in Salesforce

Configuring the SoftPhone Layouts involves the following steps to enable specific feature behaviours:

1) Setting up a SoftPhone Layout

2) Assigning the SoftPhone Layout to Users

Setting up a Softphone Layout

Step 1: From the left-hand side menu, under Setup, use Quick Find to search for SoftPhone Layouts, and then click on SoftPhone Layouts.
Step 2: Click New.

Step 3: In the Name field, type Aswat SoftPhone Layout, then select the Is Default Layout checkbox to make it the default layout for all Users.

Step 4: Configure the page exactly as below for INBOUND:

Step 5: Configure the page exactly as below for OUTBOUND:

Step 6: Click Save

Assigning the SoftPhone Layout to Users

Click SoftPhone Layout Assignment to assign the newly created layout to relevant profiles.

Add Open CTI SoftPhone to your Lightning App

Step 1:
You can add CTI to any of your Lighting apps. Click the Gear icon User-added image, and then go to Setup.

Step 2:
You can use the Quick Find field to search for App Manager or you can go to Platform Tools > Apps > App Manager.

Step 3:
Click the drop-down arrow on the Lightning app to be added to the Aswat app, then click Edit. For this example, we will add the Open CTI Softphone to the Sales app.

Step 4:
Open the Utility Bar tab, then click Add.

Step 5:
Click Open CTI Softphone from the list.

Step 6:
Click Save, and then click Done.

In the previous example, we added the Open CTI Softphone to the Sales app. Launch the Sales app from the App Launcher. ZIWO Softphone will be displayed in the Utility Bar.

Add Aswat fields on the task layout

You can either take route 1 or 2 depending on the requirement. If a customer has already customized his task view then take route 1. If a customer has not customized a view and wants to use our layout then take route 2.

Route 1

Step 1: Go to Setup > Object Manager > Task

Step 2: Go to page layouts. You might see more than 1 layout here. Layout named as “Ziwo Task Layout” is something we give as a default, but if you want to configure your own layout, then open the one which you want to configure.

Step 3: Drag and drop the field as per below from the the fields section and visualforce for listening call recording from visualforce section. And finally save it.

Route 2

Step 1: Go to Setup > Object Manager > Task

Step 2: Go to page layouts. You might see more than 1 layout here. Layout named as “Ziwo Task Layout” is something we give as a default, but if you want to configure your own layout, then open the one which you want to configure.

Step 3: Click on Page layout assignment button on the right top corner. You will see the following screen. In this screen, you can adjust which profile should see which layout. This way you can control which user see which data.

Step 4: Click on Edit Assignment, select all the profiles who you want to set the default task layout from Ziwo and save it.

Assign Permission Set to Users

Now, as Aswat is the third party application, we need to give access to users who want to use our app. Salesforce Permission set is something which we will use to assign it to the specific users/agents.

Step 1: Go to Setup >> Find Permission in Quick Find >> Open “Ziwo Agent Permission Set”

Step 2: Go to Manage Assignment and click on Add Assignment Button

Step 3: Search for the desired users you want to give access to and then finally click on Assign and Done.