Whether you are running into an issue with the call center definition file when installing the Aircall's Salesforce CTI Package, or are needing to add the CTI manually for another reason, the steps below will ensure that Aircall's CTI is added to your Salesforce environment.

Step 1

Save the Aircall call center definition file as an XML file.

This can be done by copying the text below and pasting it into a text editor (such as Notepad for Windows or BBEdit for Mac, as examples). Once pasted into your text editor, simply click Save or Save As and select to save the file as an XML, or enter .xml at the end of the file name before saving.

Alternatively, please feel free to download the XML file directly by following this link.

⚠️ Please note: You will receive a warning when attempting to download the file via the link. Click "Download anyway" to continue downloading.

<callCenter>
<section sortOrder="0" name="reqGeneralInfo" label="General Information">
<item sortOrder="0" name="reqInternalName" label="InternalName">AircallCTI</item>
<item sortOrder="1" name="reqDisplayName" label="Display Name">Aircall CTI for Salesforce</item>
<item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://cti.aircall.io/salesforce</item>
<item sortOrder="3" name="reqStandbyUrl" label="CTI Adapter URL2">https://cti.aircall.io/salesforce</item>
<item sortOrder="4" name="reqTimeout" label="Request Timeout">10000</item>
<item sortOrder="5" name="reqUseApi" label="Use CTI API">true</item>
<item sortOrder="6" name="reqSoftphoneHeight" label="Softphone Height">666</item>
<item sortOrder="7" name="reqSoftphoneWidth" label="Softphone Width">375</item>
<item sortOrder="8" name="reqSalesforceCompatibilityMode" label="Salesforce Compatibility Mode">Classic_and_Lightning</item>

</section>
<section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
<item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix"></item>
<item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix"></item>
<item sortOrder="2" name="reqInternationalPrefix" label="International Prefix"></item>
</section>
<section sortOrder="2" name="reqPhoneDemoSettings" label="Phone Demo Settings">
<item sortOrder="0" name="reqSimulatedIncomingPhoneNumber" label="Simulated Incoming Phone Number"></item>
<item sortOrder="1" name="reqCTIProvider" label="CTI Provider"></item>
<item sortOrder="2" name="reqProviderAccount" label="Provider Account"></item>
<item sortOrder="3" name="reqProviderAuthToken" label="Provider Auth Token"></item>
<item sortOrder="4" name="reqProviderCallerNumber" label="Provider Caller Number"></item>
</section>
</callCenter>

Step 2

Log in to Salesforce. Go to Setup and search for "Call Center" in the Quick Find bar.

Select Call Centers, then click on Import.

Click Choose file and select the XML you saved in step 1. Then click Import.

After importing, Aircall's CTI for Salesforce will be added to your environment.

Step 3

Finish configuring your newly imported CTI for use. Follow from Step 2 here for Salesforce Lightning, and follow from Step 2 here for Salesforce Classic.


Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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