Looking for a bit of help. We are currently running an outbound campaign dialler daily, with a custom version of Salesforce Lightening. This works in the most part, but we get sporadic connections that the screen-pop just does not trigger, and then our agent has no information for who/what they are speaking with.
This is the last hurdle we have before we can roll this out on mass.
Data is going through the CTI extension Apex handler to build the URL (we know this because I have the handler set up to create a record to of the data being passed through, which is working and creating a log for these calls.
Below is an example of data that was passed through the extension but did not pop. (phone numbers removed)
{
"searchValue": "",
"interaction": {
"id": "3697a706-2d81-40cd-be0c-067e3e943353",
"phone": tel:,
"name": "Mobile Number, United Kingdom",
"isConnected": false,
"isDisconnected": false,
"isDone": false,
"state": "ALERTING",
"attributes": {
"sf_urlpop": "00QTl000009I50rMAC"
},
"isCallback": false,
"isDialer": true,
"isChat": false,
"isEmail": false,
"isMessage": false,
"isVoicemail": false,
"remoteName": "Mobile Number, United Kingdom",
"recordingState": "paused",
"securePause": false,
"displayAddress": "",
"queueId": "73e5ca1c-8ca5-4f28-a657-633453957f58",
"queueName": "GB PBS Sales Dialler",
"ani": "",
"calledNumber": "',
"direction": "Outbound",
"isInternal": false,
"isDialerPreview": false,
"dialerContactId": "00vTl00000LXeJFIA1",
"dialerContactListId": "544a5e2b-59c3-44bf-86e5-f4a54ba25b47",
"dialerCampaignId": "586cbeea-4b47-40ef-b933-2e6bda9dac1a"
}
}
When I debug the extension handler with the above data, it returns the URL output as expected:
{
"url": "/lightning/n/FIRE2?c__recordId=00QTl000009I50rMAC&c__interactionId=3697a706-2d81-40cd-be0c-067e3e943353&c__isDialler=true"
}
#Integrations------------------------------
Adam Laws
Telecommunications Engineer
------------------------------