Watch a video showing how to install the embedded UI for Salesforce OpenCTI:
Installation instructions
This guide is for administrators to install and configure the Tenfold embedded UI (Open CTI Softphone) in Salesforce.
Step 1: Install the Tenfold Package
- Install the package using the link provided by Tenfold.
- When prompted, select Install for All Users.
- Note: Choosing "Install for All Users" grants the application the necessary permissions without immediately enabling it for every user. You still control user access via Call Center configuration.
Step 2: Configure Call Center Users
- In the Salesforce UI, click the Setup gear icon ($\boldsymbol{\cog}$ ) in the top right, and then select Setup.
- In the Quick Find box, search for
Call Centers
and select Call Centers (or Call Center). - Click the name of the installed Tenfold Call Center, typically Tenfold Embedded UI.
- Select Manage Call Center Users.
- Note: If this is a new installation, the list of users may be empty.
- Click Add More Users.
- Search for and select the usernames that should be able to use the Tenfold softphone (Open CTI).
- Click Add Users.
- Your basic call center configuration is complete.
- For teams using Salesforce Classic, you may stop here. For Salesforce Lightning, continue to Step 3.
Step 3: Enable Softphone in Salesforce Lightning Apps
If your agents use Salesforce Lightning Experience, you must add the softphone utility item to each Lightning App they use.
- From the Setup page, in the Quick Find box, search for
App Manager
and select App Manager. - Find the Salesforce Lightning app you want to update (e.g., Sales, Service Console). Click the dropdown arrow (∇) to the right of the app name and select Edit.
- Select Utility Items (Desktop Only) in the App Settings menu.
- Click Add Utility Item.
- Select Open CTI Softphone from the list of available components.
- Tip: For Console apps, consider checking the Load in background when app opens option to ensure the softphone is ready when agents start their day.
- Click Save.
- Repeat this process for all other Lightning Apps your Tenfold users need to use the softphone in.
Step 4: Grant Visualforce Page Access
Users need access to the core Visualforce page that hosts the embedded UI. While Permission Sets are the current best practice for managing user permissions, this guide reflects the profile-based method described in the original text, which is still functional.
- From the Setup page, in the Quick Find box, search for
Visualforce Pages
and select Visualforce Pages. - Find the entry labeled Tenfold Embedded UI Main View (or similar).
- Click Security in the Action column for that page.
- On the Profiles page, add the profiles of your Tenfold users to the Enabled pane.
- Click Save.
Troubleshooting
Issue: The embedded UI shows a blank “white” page.
This is often caused by Salesforce's security settings, specifically Clickjack Protection, preventing the Visualforce page from loading within an iframe.
Possible Solution 1: Add Salesforce Domain to Whitelist
- In the Salesforce Setup page, in the Quick Find box, search for
Session Settings
and select Session Settings. - Scroll to the Trusted Domains for Inline Frames (Clickjack Protection) or Clickjack Protection section.
- If a section for Whitelisted Domains exists (and it's the required one for your Salesforce version), click Add Domain and enter your Salesforce domain.
- Check Tenfold documentation for the exact domain(s) they require to be whitelisted.
- Click Save.
Possible Solution 2: Adjust Clickjack Protection Settings (Use with Caution)
- In the Salesforce Setup page, in the Quick Find box, search for
Session Settings
and select Session Settings. - Scroll to the Clickjack Protection section.
- Ensure the following boxes are unchecked (if Tenfold requires it, otherwise follow their current recommendation):
- Enable Clickjack protection for customer Visualforce pages with standard headers.
- Enable Clickjack protection for customer Visualforce pages with headers disabled.
- Click Save.
Issue: Insufficient Privileges error
The profiles for Tenfold users may not have the correct security settings.
The Tenfold users do not have the required access to the core Visualforce page.
- Follow Step 4: Grant Visualforce Page Access to ensure the user profiles (or Permission Sets, if applicable in your org) have access to the Visualforce page named Tenfold Embedded UI Main View.
If you need any assistance completing these steps or if you encounter any trouble, please reach out to our Support Team.