---
id: 03-managed-package-manual-setup
title: Setting Up The CTI Adapter Managed Package Manually
---
import useBaseUrl from "@docusaurus/useBaseUrl";
Below are manual setup instructions for the Salesforce CTI Adapter Managed Package. After following the below steps, be sure to follow the instructions for setting up the Salesforce Lambdas [here](/docs/lightning/installation/04-salesforce-lambdas-manual-setup).
When installing v5.15, please **confirm that the application was installed for admins only** (see [installation](/docs/lightning/installation/01-installation) for more details). If you did this by accident, then you will have to [manually edit the profiles](/docs/lightning/installation/06-adapter-installation-troubleshooting#how-to-remove-permissions-to-visualforce-pages-apex-classes-for-a-desired-profile) to remove the permissions to the objects and pages created by the app.
### Set Access Permissions
All users must be assigned the required permission set to access
Salesforce metadata. The Amazon Connect CTI Adapter includes two
Permission Sets, one for agents and one for managers, that grant users
the appropriate access for their role. More information on assigning
user permissions can be found in the [Salesforce help
documentation](https://help.salesforce.com/articleView?id=perm_sets_mass_assign.htm&type=5).
1. Log in into your Salesforce org and go to **Setup**
2. In **Quick Find**, enter **Permission** and select **Permission
Sets** from the results
3. Choose **AC_Administrator**, **AC_Agent** or **AC_Manager** as
appropriate for the user(s)
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4. Choose **Manage Assignments**.
5. Choose **Add Assignments**.
6. Select the users to assign the permissions, then choose **Assign**.
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7. Repeat these steps as needed for all users
#### AC_Administrator
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#### AC_Manager
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#### AC_Agent
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### Configure the Lightning Experience
In this guide, we will configure the CTI Adapter for Service Console
(Lightning Experience). You may use the same procedure described in this
section for other applications.
#### Configure Service Console
First, you need to add the CTI softphone to your Service Console.
1. Log in into your Salesforce org and go to **Setup**
2. In the **Quick Find** box, type **App Manager**, then choose **App
Manager** from the result list.
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3. Expand the drop-down menu associated to Service Console and select
**Edit**.
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4. Once the **Lightning App Builder** opens, select **Utility Items (Desktop Only)**
from the left Navigation
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5. Choose **Add Utility Item**, then select **Open CTI Softphone**.
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6. Change the Label, if desired, then choose **Save**.
#### Allowlist Your Salesforce Org with Amazon Connect
In order to embed the Amazon Connect Contact Control Panel (CCP) into
your Service Console, you need to allowlist two (2) domains for your org
with Amazon Connect. This allows for cross domain access to the
underlying resources required for the CCP to function.
1. Log in into your Salesforce org and go to **Setup**
2. Copy the entire URL of this page and past it to a text document.
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3. In the **Quick Find** field, type **visual**, then select **Visual
Force Pages** from the results
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4. Choose the **AC_LightningAdapter** Visualforce page
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5. On the Visualforce detail page, select the **Preview** button. This
will open a new browser tab showing the page content, which should
only be a button labelled Sign in to CCP. Copy the entire URL of
this page and past it to a text document.
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6. In a new browser tab, login to the [**AWS
console**](https://console.aws.amazon.com/)
7. Navigate to the [Amazon Connect
Console](https://console.aws.amazon.com/connect/home)
8. Validate that you are in the correct **AWS region** for your
instance, then select your instance alias from the list of
instances
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9. Choose **Approved Origins** from the left navigation
10. Select + Add origin
11. In the Enter origin URL field, enter the URL of the page that you
copied in step 2. Only enter the url through the .com. If you are
on the "enhanced domains" update, then your url will match the
following format:
https://XXXXXXXX.sandbox.lightning.force.com
otherwise, it will match the following format:
https://XXXXXXXX.lightning.force.com
12. Select Add. You should see your org domain listed in the Approved
origins section.
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13. Select + Add origin
14. In the Enter origin URL field, enter the URL of the visualforce page
that you copied in step 5. Only enter the url through the .com. If you are
on the "enhanced domains" update, then your url will match the
following format:
https://XXXXXXXX--amazonconnect.sandbox.vf.force.com
otherwise, it will match the following format:
https://XXXXXXXX--amazonconnect.visualforce.com
15. Select Add. You should see your org domain listed in the Approved
origins section
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#### Modify the Call Center
Now that you have allowlisted the org in the Amazon Connect Console, you
will need to modify the Call Center that was configured in Salesforce
when the AppExchange package was installed. Once you complete the
configuration, you add users to the Call Center to provide access to it.
1. Log in into your Salesforce org and go to **Setup**
2. In the **Quick Find** field, enter **Call Center**, then select
**Call Centers** from the result list
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3. If you see the **Say Hello to Salesforce Call Center** page, select
**Continue**
4. Select **AC Lightning Adapter**
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5. On the **AC Lightning Adapter** detail page, select **Edit**
6. Replace the **CTI Adapter URL** with the AC Lightning Adapter visualforce page url you copied in the previous section.
7. Next, change the values for **Softphone Height** **to 570** and the
**Softphone Width to 330**, and choose **Save.**
8. Once you return to the AC Lightning Adapter detail page, choose
**Manage Call Center Users** in the Call Center Users section
9. On the **AC Lightning Adapter: Manage Users** page, select **Add
More Users**.
10. Set filters (if desired) and then choose **Find**.
11. Select the checkbox next to the user to add, then choose **Add to
Call Center**.
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12. Repeat the steps to add more users.
#### Configure the Toolkit settings
1. Navigate to **Setup** then in type **Custom Settings** in Quick
Find
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2. Next to the Toolkit for Amazon Connect custom setting, choose
**Manage**
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3. Select **New**
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4. On the following page, provide the URL to your Amazon Connect
instance. This value can be found in your Amazon Connect console.
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5. You will also see the option to enable and disable certain
triggers in the package, which you can configure to meet your needs. You
can change these whenever you would like to. For more details, see below
These are options we provide that allow you to toggle certain functionality in the adapter.
- CCA Case Trigger - This trigger looks for any ContactChannelAnalytics records that could be related to a updated/inserted Case, and creates a relationsihp between the two records. This trigger uses batching to process the update requests.
- CCA Contact Trigger - This trigger looks for any ContactChannelAnalytics records that could be related to a updated/inserted Contact, and creates a relationsihp between the two records. This trigger uses batching to process the update requests.
- Case Contact CCA Trigger - This trigger looks for any Case/Contact records that could be related to an updated/inserted ContactChannelAnalytics record, and creates a relationsihp between the records.
- Task Trigger - This trigger creates a ContactChannel record for any inserted/updated task that with a `CallObject` field that does not currently have a ContactChannel record created before.
6. Select **Save**
#### Create the Softphone Layout
Next, we need to create a softphone layout for the solution. The
softphone layout settings will tell the console what resources are
available for screenpop by default and what to do under different match
conditions.
1. Log in into your Salesforce org and go to **Setup**
2. In the **Quick Find** box, type **Softphone**, then choose
**Softphone Layouts** from the results
3. If you are presented with the Get Started message, choose
**Continue**
4. On the Softphone Layouts page, choose **New**
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5. Enter a name for the layout, such as **AmazonConnectDefault**, then
select the **Is Default Layout** checkbox.
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6. Expand **Display these salesforce.com objects** and select objects
that CTI Connector should be able to search, for a screen-pop query.
In this example, Case has been added to the default selection,
allowing search and screen-pop by CaseID.
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7. If desired, configure the search behavior to your requirements
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8. Additionally, validate the Screen Pop settings. Please note that the
default behavior is to not pop a screen if there is more than one
result
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9. Once you have configured the search behavior, choose **Save**
### Initial CTI Adapter Configuration
Once we have setup the Call Center, we need to do a final configuration
of the CTI Adapter before we can test the basic configuration. This will
tie the Lightning CTI adapter settings to the Call Center.
#### Add the CTI Adapter Console App
1. Log in into your Salesforce org and go to the **Service Console**
2. Expand the **navigation menu** by selecting the down arrow and
choose **Edit**.
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3. On the Edit Service Console App Navigation Items page, select **Add
More Items**
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4. Select the **+** next to **AC CTI Adapters** and select the **Add 1
Nav Item** button
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5. If desired, move the **AC CTI Adapters** button up in the navigation
Items menu by dragging it up or down the list, then choose **Save**
to save changes
6. Select **AC CTI Adapters** from navigation menu
7. If Recently Viewed is selected, select the drop-down and select
**All** from the List Views menu.
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8. If no ACLightningAdapter entry exists, then select the new button to
configure your AC CTI adapters, otherwise select the
**ACLightningAdapter**
9. Fill out or confirm the Details as follows:
10. CTI Adapter Name: **ACLightningAdapter**
11. Amazon Connect Instance: The url of your Amazon Connect
Instance. You can find this in the Amazon Connect Console as shown
below (if your Amazon Connect instance uses the `https://(instancename).awsapps.com/connect/login`
domain, then remove everything after ".com"):
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12. Amazon Connect Instance Region: This is the region that your Amazon
Connect instance is deployed in. For this field, you will enter the
region code. For example, if you have deployed your Amazon Connect
instance in US East (N. Virginia), you would enter us-east-1. For a
list of region codes, please refer to the [AWS Service
Endpoints](https://docs.aws.amazon.com/general/latest/gr/rande.html)
reference
13. Call Center Definition Name: **ACLightningAdapter
Note:** This is the value of the Internal Name in the call center in
the Call Center definition
14. Leave all other settings at the default for now, and choose Save
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15. **Refresh** the browser
16. In the bottom left corner of the Service Console, select the CTI
Softphone icon
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17. Select the **Sign in to CCP** button. A new window will pop up.
Enter your Amazon Connect login credentials and select **Sign In**.
Make sure to allow Microphone access (if asked by browser)
**NOTE:** At this point, this process will only work for Amazon
Connect instances configured for local user storage. If you are
configuring SAML, please follow the SAML setup process in the
[Single Sign On Settings](/docs/lightning/cti-adapter/01-cti-adapter-configuration#single-sign-on-settings) section before
continuing.
})
18. Once Login is successful, the pop-up window will automatically
close.
19. Expand the status menu and choose Available
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20. Make an inbound phone call to your Amazon Connect instance. The CCP
will alert you to the incoming call and allow you to accept it. Once
you do, the call will be connected
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})
21. **End the call** and clear the contact
22. Set your agent back to **Available**
#### Enhanced Agent Logout
You can configure an agent status within "Manage agent status" with
"Logout" (case-sensitive) in the status name to enable enhanced agent
logout. When the agent selects that logout status in the Contact Control
Panel, it will first set the agent in an offline status. It will then
logout the agent in Connect and the AWS Console. Here is an example of
the agent status configured within Connect:
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Here is an example of an agent selecting the "Logout" status within the
Contact Control Panel:
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See how you can add custom agent statuses [here](https://docs.aws.amazon.com/connect/latest/adminguide/agent-custom.html).
#### Validate Basic Screenpop
Next, we will add a contact to Salesforce that has your phone number
assigned to it. This will allow us to validate the basic screenpop
functionality that is provided with the CTI adapter.
1. Select **Contacts** from the dropdown menu
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2. Select **New** from top-right corner
3. Complete the required fields. Make sure that your phone number is
entered for the Phone field.
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4. Select **Save**
5. Close the Contact tab by selecting the X next to the name of the
contact that you just created
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6. **Refresh** your browser
7. Place another phone **call** into your instance
8. The new contact should automatically pop-up as it has been
recognized by incoming phone number.