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A call center definition file contains all the settings required to create a call center record in Salesforce. You can import a definition file to quickly create a new call center.

Note
If you are using Lightning Experience in Salesforce, you must switch to Salesforce Classic to import the call center definition file. For information about switching to Salesforce Classic, see Salesforce help.

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root	Configuring ContactWorld in Salesforce

To import a call center definition file, perform the following steps:

Create a new XML file with the following content. Replace *** on line 5 with the correct cloud number for your organisation:

Code Block

language	xml
theme	Eclipse	language	xml
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</item>
    <item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
    <item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">400</item>
    <item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">200</item>
    <item sortOrder="6" name="reqDescription" label="Description">NewVoiceMedia's ContactWorld Softphone For Salesforce</item>
    <item sortOrder="7" name="reqProgId" label="Prog Id">1</item>
   </section>
   <section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
    <item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix">9</item>
    <item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix">1</item>
    <item sortOrder="2" name="reqInternationalPrefix" label="International Prefix">01</item>
   </section>
</callCenter>

Note
You cannot have more than one call center with the same name or display name. Therefore, if you already have an existing ContactWorld call center, you must change the values of InternalName and Display Name, on lines 3 and 4 respectively, for all subsequent call centers.

Save the file in a suitable location.

Go to the Administration Setup Page in Salesforce.
On the left-hand side of the Salesforce window, in the search box, type 'Call Centers'. Call Centers appears below the search box.
Click Call Centers. All Call Centers appears.
Click Import. Call Center Import appears.
Click Choose File. An Open dialog box appears.
Locate and select the call center definition XML file that you created in step 1. Click Import.

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