Importing Call Center definition

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.

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

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

   CallCenterDefinitionLive.xml

   <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>

   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.

2. Go to the Administration Setup Page 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.

A new call center called ContactWorld For Salesforce is created.