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1. Create a new XML file with the following content. Replace *** on line 2 with the correct cloud number for your organisation:

   You cannot have more than one call center with the same name or display name. Therefore

   Code Block
   language xml theme Eclipse title CallCenterDefinitionLive.xml linenumbers true
   <callCenter> <section sortOrder="0" name="reqGeneralInfo" label="General Information"> <item sortOrder="0" name="reqInternalName" label="InternalName">ContactWorld</item> <item sortOrder="1" name="reqDisplayName" label="Display Name">ContactWorld For Salesforce</item> <item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://cloud***.contact-world.net/CallCentre/ServiceCloud/AgentInterface?newlogin=true</item> <item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item> <item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">440</item> <item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">202</item> <item sortOrder="6" name="reqSalesforceCompatibilityMode" label="salesforceCompatibilityMode">Lightning or Classic_and_Lightning<>*interface*</item> </section> </callCenter>
   Note

   Make the following modifications:

   • Replace *** for the item labelled CTI Adapter URL with the correct cloud number for your organisation

   • Replace *interface* for the item labelled salesforceCompatibilityMode, depending on which Salesforce interface or interfaces you want to use ContactWorld with. Choose one of the following values:

     • Classic
     • Lightning
     • Classic_and_Lightning
   • Optionally, if you already have
   an existing ContactWorld
   • a call center named ContactWorld,
   you must
   • change the values of the items labelled InternalName
   and
   •  and Display Name, on lines 3 and 4 respectively
   , for all subsequent call centers.
   • . You cannot have more than one call center with the same name or display name. 
   Save the file in a suitable location.
2. Go to Setup in Salesforce.
3. On the left-hand side of the Salesforce window, in the search box, type 'Call Centers'. Call Centers appears below the search box.
4. Click Call Centers. All Call Centers appears.
5. Click Import. Call Center Import appears.
6. Click Choose File. An Open dialog box appears.
7. Locate and select the call center definition XML file that you created in step 1. Click Import.

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