# Setting up the Webex Contact Center connector for Salesforce

Systems: Webex Contact Center to Salesforce Service Cloud

For Salesforce administrators configuring the Webex Contact Center Version 2 connector for Lightning apps.

Canonical: https://warmtransfer.net/guides/wxcc-salesforce-connector-setup

Last verified: 2026-09-30

The Version 2 connector requires a Lightning app from App Manager, and adding the Open CTI Softphone utility item enables the softphone in the app[^27][^45]. This procedure installs the managed package, imports the call center definition, configures pop and activity behavior, and verifies live agent interaction[^15][^48].

## Before you start

The Webex Contact Center connector for Salesforce (Version 2) is available only for Salesforce Development, Enterprise and Ultimate editions[^41]. Verify that agents will work within a Lightning app, as Salesforce Classic is unsupported[^27]. Ensure you have administrator access to the target Salesforce instance[^40]. Within Webex Contact Center, verify that agents are assigned an Access Profile that allows Wrapup Options[^1].

Note that this integration is distinct from the Control Hub Salesforce connector used in Flow Designer, which connects via a Connected App Client ID and private key and is limited to 5 per organization[^19]. It is also separate from Salesforce Service Cloud Voice assets[^39].

## What changes by situation

- Which Salesforce org are you installing into first? Production org; Sandbox or test org.
- Which station option will your agents sign in with? Dial Number or Extension; Desktop WebRTC audio.
- What should the connector search on to find the record to pop? Caller number via softphone layout; CAD variable without fallback; CAD variable falling back to caller number.
- How should calls be logged as Salesforce activities? Automatic background logging; Open activity record on call connect; Open activity record at wrap-up; Disable activity creation.
- Should the connector create a case automatically for each call? No automatic case creation; Cases for inbound calls only; Cases for outbound calls only; Cases for both inbound and outbound calls.

## Step 1: Confirm the prerequisites

### Do
The Webex Contact Center connector for Salesforce (Version 2) is available only for Salesforce Development, Enterprise and Ultimate editions[^41]. Ensure that an Access Profile allowing Wrapup Options is assigned to your agents in Webex Contact Center[^1].

### Verify
Confirm that the edition shown in Salesforce Company Information is Development, Enterprise, or Ultimate[^41]. Confirm that the assigned Access Profile has Wrapup Options enabled[^1].

## Step 2: Install the managed package

**Production org**

### Do
Navigate to `login.salesforce.com/packaging/installPackage.apexp` using package version id `04tUl000000VK45IAG`[^34]. Select Install for Admins Only during package installation[^21].

### Verify
Suggested check: verify that the installation completes and displays the confirmation screen.

**Sandbox or test org**

### Do
Navigate to `test.salesforce.com/packaging/installPackage.apexp` using package version id `04tUl000000VK45IAG`[^35]. Select Install for Admins Only during package installation[^21].

### Verify
Suggested check: verify that the installation completes and displays the confirmation screen.

## Step 3: Import the call center definition

### Do
Download `OpenCTI.callCenter-meta.xml` from the `salesforce/cti` folder of the `webex/webex-contact-center-crm-connectors` repository[^14]. In Salesforce Setup, go to Setup > Call Center > Call Centers, click Import, select the downloaded XML file, and click Import again[^15].

### Verify
Verify that the imported call center has the internal name `wxCcCallCenter` and display name `WxCC Call Center`[^55]. Confirm that the CTI Adapter URL is set to `https://wxcc-crmconnectors.ciscoccservice.com/salesforce/connector/v1/index.html`[^52]. Confirm that the softphone dimensions reflect height 550 and width 400 pixels[^58].

## Step 4: Set the region and the station settings on the call center

**Dial Number or Extension**

### Do
In Setup > Call Center > Call Centers, click Edit on the imported call center[^13]. Set WxCC Region to your tenant region: `us1`, `ca1`, `eu1`, `eu2`, `anz1`, `jp1`, or `sg1`[^38]. WarmTransfer's reading of the sources is that failing to change the shipped region leaves the connector targeted at `eu2`[^37]. Save your changes[^13].

### Verify
Suggested check: open the call center definition and verify that the saved WxCC Region matches your tenant region.

### Rollback
Edit the call center definition and update the WxCC Region value[^13].

**Desktop WebRTC audio**

### Do
In Setup > Call Center > Call Centers, click Edit on the imported call center[^13]. Set WxCC Region to your tenant region: `us1`, `ca1`, `eu1`, `eu2`, `anz1`, `jp1`, or `sg1`[^38]. Set WxCC WebRTC Domain to the domain corresponding to your region: `rtw.prod-us1.rtmsprod.net` (US), `rtw.prod-as1.rtmsprod.net` (ANZ), `rtw.prod-uk1.rtmsprod.net` (EU1), or `rtw.prod-gm1.rtmsprod.net` (EU2)[^49][^50]. In June 2025 Cisco introduced a new call center to support Desktop Login Mode in the Version 2 connector[^16]. Save your changes[^13].

### Verify
Suggested check: open the call center definition and verify that both WxCC Region and WxCC WebRTC Domain contain your regional values.

### Rollback
Edit the call center definition and clear or update the region and WebRTC domain values[^13].

## Step 5: Add the Open CTI Softphone to the Lightning app

### Do
In Salesforce Setup, navigate to Setup > Apps > App Manager and click Edit on the target Lightning app[^45]. Navigate to Utility Items (Desktop Only), click Add Utility Item, select Open CTI Softphone, and click Save[^45]. Repeat this process for any other Lightning apps used by your agents[^45].

### Verify
Suggested check: verify that Open CTI Softphone appears in the utility items list for the Lightning app.

### Rollback
Remove the Open CTI Softphone item from the app's Utility Items list in App Manager and save[^45].

## Step 6: Create the default softphone layout

### Do
Navigate to Setup > Feature Settings > Service > Call Center > Softphone Layouts[^25]. Click New, enter a name, and check Is Default Layout[^25]. Under Display these salesforce.com objects, choose the objects to search on inbound calls, such as Contact, Account, Lead, or Case[^24]. Ensure the Name field is included for each selected object type so the connector displays the record name[^23]. Configure Screen Pop Settings to handle single-match pops, list multiple matches, or select Pop to new <Object type> when no record matches[^29]. Screen pops trigger only on inbound calls; internal and outbound calls search and show data without popping a screen[^36].

### Verify
Suggested check: view the Softphone Layouts list and verify that the layout is flagged as the default layout.

### Rollback
Edit the softphone layout to modify object selections or delete the custom layout[^25].

## Step 7: Choose the screen pop search source

**Caller number via softphone layout**

### Do
In the call center definition, leave Advanced Screen Pop Enabled set to false[^6].

### Verify
Suggested check: open the call center definition and verify Advanced Screen Pop Enabled displays false.

**CAD variable without fallback**

### Do
In the call center definition, set Advanced Screen Pop Enabled to true[^6]. Enter your flow's CAD variable name in openCtiCadSearchVariable[^53]. Leave Fallback to ANI set to false[^18].

### Verify
Suggested check: open the call center settings and verify that Advanced Screen Pop Enabled is true, openCtiCadSearchVariable contains the CAD variable name, and Fallback to ANI is false.

### Rollback
Edit the call center definition and change Advanced Screen Pop Enabled to false[^6].

**CAD variable falling back to caller number**

### Do
In the call center definition, set Advanced Screen Pop Enabled to true[^6]. Enter your flow's CAD variable name in openCtiCadSearchVariable[^53]. Set Fallback to ANI to true to trigger standard softphone layout popups if CAD matching fails[^18]. If necessary, configure openCtiRemoveANIPrefix in the same section[^53].

### Verify
Suggested check: open the call center settings and verify that Advanced Screen Pop Enabled is true, openCtiCadSearchVariable is populated, and Fallback to ANI is true.

### Rollback
Edit the call center definition and set Advanced Screen Pop Enabled and Fallback to ANI to false[^6][^18].

## Step 8: Configure activity logging

**Automatic background logging**

### Do
In the call center settings, leave Disable Activity Record Creation, Enable Activity Screen Pop on Connected, and Enable Activity Screen Pop on Wrapup set to false[^17][^4][^5]. The Subject Template defaults to `{direction} Call {activityDatetime}`, and Object Field Mappings can be defined using comma-separated `SF_Field_Name={CADVariable}` pairs[^44][^30].

### Verify
Suggested check: verify in the call center definition that Disable Activity Record Creation, Enable Activity Screen Pop on Connected, and Enable Activity Screen Pop on Wrapup are all false.

**Open activity record on call connect**

### Do
In the call center settings, set Enable Activity Screen Pop on Connected to true[^4]. Ensure Disable Activity Record Creation is false[^17]. Configure Subject Template and Object Field Mappings if required[^44][^30].

### Verify
Suggested check: verify in the call center definition that Enable Activity Screen Pop on Connected is true and Disable Activity Record Creation is false.

### Rollback
Set Enable Activity Screen Pop on Connected back to false[^4].

**Open activity record at wrap-up**

### Do
In the call center settings, set Enable Activity Screen Pop on Wrapup to true[^5]. Ensure Disable Activity Record Creation is false[^17]. Configure Subject Template and Object Field Mappings if required[^44][^30].

### Verify
Suggested check: verify in the call center definition that Enable Activity Screen Pop on Wrapup is true and Disable Activity Record Creation is false.

### Rollback
Set Enable Activity Screen Pop on Wrapup back to false[^5].

**Disable activity creation**

### Do
In the call center settings, set Disable Activity Record Creation to true[^17].

### Verify
Suggested check: verify in the call center definition that Disable Activity Record Creation is set to true.

### Rollback
Set Disable Activity Record Creation to false to restore default activity logging[^2][^17].

## Step 9: Configure automatic case creation

**No automatic case creation**

### Do
In the call center definition, leave createObjectIncoming and createObjectOutgoing set to false[^54].

### Verify
Suggested check: open the call center definition and verify createObjectIncoming and createObjectOutgoing are false.

**Cases for inbound calls only**

### Do
In the call center definition, set createObjectIncoming to true to enable Auto Case Creation for inbound calls[^12][^54]. Ensure createObjectOutgoing remains false[^54]. If desired, enable Open Case Object In Edit Mode[^12].

### Verify
Suggested check: verify in the call center definition that createObjectIncoming is true and createObjectOutgoing is false.

### Rollback
Set createObjectIncoming back to false[^54].

**Cases for outbound calls only**

### Do
In the call center definition, set createObjectOutgoing to true to enable Auto Case Creation for outbound calls[^12][^54]. Ensure createObjectIncoming remains false[^54]. If desired, enable Open Case Object In Edit Mode[^12].

### Verify
Suggested check: verify in the call center definition that createObjectOutgoing is true and createObjectIncoming is false.

### Rollback
Set createObjectOutgoing back to false[^54].

**Cases for both inbound and outbound calls**

### Do
In the call center definition, set both createObjectIncoming and createObjectOutgoing to true to enable Auto Case Creation for inbound and outbound calls[^12][^54]. If desired, enable Open Case Object In Edit Mode[^12].

### Verify
Suggested check: verify in the call center definition that createObjectIncoming and createObjectOutgoing are both true.

### Rollback
Set createObjectIncoming and createObjectOutgoing back to false[^54].

## Step 10: Prepare wrap-up in Webex Contact Center

### Do
Verify that the assigned Access Profile allows Wrapup Options[^1]. If agents need permission to extend or cancel the auto wrap-up timer, enable Auto wrap-up extension in their Desktop Profile within Control Hub[^10].

### Verify
Suggested check: verify that Auto wrap-up extension is checked in the agent Desktop Profile in Control Hub.

### Rollback
Deselect Auto wrap-up extension in the Desktop Profile[^10].

## Step 11: Assign agents to the call center and the permission set

### Do
In Salesforce Setup, navigate to Setup > Call Center > Call Centers, open the call center, and click Manage Call Center Users[^28]. Click Add More Users, select the agent users, and click Add to Call Center[^28].

### Verify
Confirm that assigned agents can view the Phone utility item in the Salesforce utility bar, which remains hidden until users are added to the call center[^33].

## Step 12: Test with a test agent

**Dial Number or Extension**

### Do
Sign in to Salesforce as a test agent, click Phone in the utility bar, click Sign in, and authenticate through the Webex portal[^8]. Select Dial Number or Extension, enter the destination number, and select a team[^43]. Change the agent state to Ready[^7]. Place several test calls to the agent[^48]. During the call, enter notes in the Description field, end the call, select a wrap-up reason, and complete wrap-up[^9][^56].

### Verify
Verify that answering the call generates a Call Activity record populated with subject, ANI, DNIS, queue name, interaction ID as Call Object ID, and status In Progress unless activities are disabled[^3][^17]. Confirm that inbound calls trigger record lookup and screen pop according to the softphone layout[^24]. Confirm that completing wrap-up updates the Call Activity with Call Duration (talk time only), Call Result containing the wrap-up reason, and status Completed[^51]. Confirm that call notes appear in the activity Description field[^56].

### Rollback
Suggested rollback: sign the test agent out of the Phone utility item.

**Desktop WebRTC audio**

### Do
Sign in to Salesforce as a test agent, click Phone in the utility bar, click Sign in, and authenticate through the Webex portal[^8]. Select Desktop as the station option and select a team[^43]. Change the agent state to Ready[^7]. Place several test calls to the agent[^48]. During the call, enter notes in the Description field, end the call, select a wrap-up reason, and complete wrap-up[^9][^56].

### Verify
Verify that browser WebRTC audio connects successfully, confirming the WxCC WebRTC Domain configuration[^49]. Verify that answering the call generates a Call Activity record populated with subject, ANI, DNIS, queue name, interaction ID as Call Object ID, and status In Progress unless activities are disabled[^3][^17]. Confirm that inbound calls trigger record lookup and screen pop according to the softphone layout[^24]. Confirm that completing wrap-up updates the Call Activity with Call Duration (talk time only), Call Result containing the wrap-up reason, and status Completed[^51]. Confirm that call notes appear in the activity Description field[^56].

### Rollback
Suggested rollback: sign the test agent out of the Phone utility item.

## Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Contact Center connector for Salesforce, Cisco Webex Contact Center Salesforce connector (Flow Designer), and Cisco Webex Contact Center CRM connectors. Deployments: multi-tenant. Sources checked 2026-10-01.
The Webex Contact Center connector for Salesforce (Version 2) is available only for Salesforce Development, Enterprise and Ultimate editions[^41]. Salesforce Classic is not supported[^27]. Published WxCC WebRTC domains cover regions `us1`, `anz1`, `eu1`, and `eu2`[^50].

## What remains uncertain

The WebRTC domain configuration values for tenant regions `ca1`, `jp1`, and `sg1` are not covered by the sources below. Procedures for uninstalling the Version 2 managed package, deleting an imported call center definition, and removing assigned users from a call center are not covered by the sources below. Whether Desktop Login Mode requires a separate call center definition file beyond the published `OpenCTI.callCenter-meta.xml` is not covered by the sources below.

## Sources

[^1]: In Webex Contact Center, agents who use the Salesforce connector must be assigned an Access Profile that allows Wrapup Options. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Requirements. Checked 2026-09-30.
[^2]: By default every inbound and outbound call handled through the connector generates a phone log (activity record). Source: [Access and use Webex Contact Center within Salesforce (Version 2-New)](https://help.webex.com/en-us/article/n08vfjcb/Access-and-use-Webex-Contact-Center-within-Salesforce), Incoming call handling / phone log. Checked 2026-09-30.
[^3]: When a call is answered the connector creates a Call Activity record populated with subject, ANI, DNIS, queue name, the interaction id as Call Object ID, and status In Progress. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Call Activity Record Creation. Checked 2026-09-30.
[^4]: Enable Activity Screen Pop on Connected (default false) opens the activity record in edit mode when the agent moves to the Connected state. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Call Activity Record Creation (Enable Activity Screen Pop on Connected). Checked 2026-09-30.
[^5]: Enable Activity Screen Pop on Wrapup (default false) opens the activity record in edit mode when the agent moves to the Wrapup state. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Call Activity Record Creation (Enable Activity Screen Pop on Wrapup). Checked 2026-09-30.
[^6]: Advanced Screen Pop Enabled is a call center flag, default false, that makes the connector search using a Webex Contact Center CAD variable instead of the caller number. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Advanced Screen Pop. Checked 2026-09-30.
[^7]: After signing in the agent changes state to Ready before receiving calls. Source: [Access and use Webex Contact Center within Salesforce (Version 2-New)](https://help.webex.com/en-us/article/n08vfjcb/Access-and-use-Webex-Contact-Center-within-Salesforce), Handle incoming calls. Checked 2026-09-30.
[^8]: An agent launches the connector by clicking Phone in the Salesforce utility bar, clicking Sign in and authenticating in the Webex portal. Source: [Access and use Webex Contact Center within Salesforce (Version 2-New)](https://help.webex.com/en-us/article/n08vfjcb/Access-and-use-Webex-Contact-Center-within-Salesforce), Sign in. Checked 2026-09-30.
[^9]: After a call ends the agent chooses a wrap-up reason in the connector and can add notes in the Description field. Source: [Access and use Webex Contact Center within Salesforce (Version 2-New)](https://help.webex.com/en-us/article/n08vfjcb/Access-and-use-Webex-Contact-Center-within-Salesforce), Wrap up a call. Checked 2026-09-30.
[^10]: For agents to extend or cancel the auto wrap-up timer in the connector, Auto wrap-up extension must be selected in their Desktop Profile in Control Hub. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > wrap-up (auto wrap-up timer). Checked 2026-09-30.
[^11]: Since January 2025 agents can assign a contact or account to a case during a call. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Release updates > January 2025. Checked 2026-09-30.
[^12]: Auto Case Creation settings can create a new case for inbound calls, outbound calls or both, and Open Case Object In Edit Mode opens the new case for editing. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Case Management. Checked 2026-09-30.
[^13]: After import the administrator clicks Edit on the call center, sets at minimum the WxCC Region, and saves. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > import the call center. Checked 2026-09-30.
[^14]: The Version 2 call center definition file is OpenCTI.callCenter-meta.xml in the salesforce/cti folder of the webex/webex-contact-center-crm-connectors GitHub repository. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Requirements (latest Call Center XML file link). Checked 2026-09-30.
[^15]: The call center is created by going to Setup > Call Center > Call Centers, clicking Import, choosing the call center XML file and clicking Import again. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > import the call center. Checked 2026-09-30.
[^16]: In June 2025 Cisco introduced a new call center to support Desktop Login Mode in the Version 2 connector. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Release updates > June 2025. Checked 2026-09-30.
[^17]: Setting Disable Activity Record Creation (default false) to true stops the connector creating activity records. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Call Activity Record Creation (Disable Activity Record Creation). Checked 2026-09-30.
[^18]: Fallback to ANI, default false, runs a secondary standard screen pop based on the softphone layout when advanced screen pop is used. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Advanced Screen Pop (Fallback to ANI). Checked 2026-09-30.
[^19]: The Control Hub Salesforce connector, configured with a Salesforce Connected App Client ID and private key and used from Flow Designer, is a separate integration limited to five per organisation. Source: [Configure Salesforce connector for Webex Contact Center](https://help.webex.com/en-us/article/t2xs2ab/Webex-Contact-Center-Salesforce-Connector), Configure the Salesforce connector; limitations. Checked 2026-09-30.
[^20]: Since March 2025 the Version 2 connector supports screen pops within Salesforce initiated by Webex Contact Center flows. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Release updates > March 2025. Checked 2026-09-30.
[^21]: During managed package installation Cisco instructs the administrator to choose Install for Admins Only. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > install the package. Checked 2026-09-30.
[^22]: The package installation finishes with a Done confirmation in Salesforce. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > install the package. Checked 2026-09-30.
[^23]: For the connector to display the name of a found record, the softphone layout for that record type must contain the Name field. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > create a softphone layout (note). Checked 2026-09-30.
[^24]: The Salesforce objects selected under Display these salesforce.com objects in the softphone layout are the objects searched for lookup and screen pop on an inbound call. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > create a softphone layout. Checked 2026-09-30.
[^25]: A softphone layout is created at Setup > Feature Settings > Service > Call Center > Softphone Layouts by clicking New, naming it and checking Is Default Layout. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > create a softphone layout. Checked 2026-09-30.
[^26]: The webex-contact-center-crm-connectors repository includes migration guides for legacy connectors, including Salesforce. Source: [webex-contact-center-crm-connectors README](https://github.com/webex/webex-contact-center-crm-connectors), README > additional materials. Checked 2026-09-30.
[^27]: The Version 2 connector requires a Lightning app from App Manager; Salesforce Classic is not supported. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Requirements. Checked 2026-09-30.
[^28]: Agents are added to the call center via Setup > Call Center > Call Centers, the call center name, Manage Call Center Users, Add More Users, then Add to Call Center. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > assign users to the call center. Checked 2026-09-30.
[^29]: In the softphone layout the administrator can choose to create a new record when no record matches, shown as Pop to new <Object type>. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Screen Pop Settings For No Record Match. Checked 2026-09-30.
[^30]: Object Field Mappings copy CAD variables into Salesforce activity fields using comma-separated SF_Field_Name={CADVariable} pairs, and only a single CAD variable is allowed per field. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Object Field Mappings. Checked 2026-09-30.
[^31]: Enable Omni-Channel Sync maps Webex Contact Center idle states to Salesforce Omni-Channel presence statuses. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Omni-Channel State Sync. Checked 2026-09-30.
[^32]: Agents are given the Webex Contact Center Agent permission set via Setup > Users > Permission Sets > Manage Assignments > Add Assignment. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > assign the permission set. Checked 2026-09-30.
[^33]: Users do not see the Phone item in their utility bar until they have been added to the call center. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > assign users to the call center (note). Checked 2026-09-30.
[^34]: The Version 2 managed package is installed into a production org from login.salesforce.com/packaging/installPackage.apexp with package version id 04tUl000000VK45IAG. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > install the package. Checked 2026-09-30.
[^35]: For a sandbox or test environment the same package version id is installed from test.salesforce.com/packaging/installPackage.apexp. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > install the package (development environment URL). Checked 2026-09-30.
[^36]: Screen pop happens only for inbound calls; for internal and outbound calls the connector runs the search and shows found data but pops no screen. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > create a softphone layout (limitation). Checked 2026-09-30.
[^37]: An org whose Webex Contact Center tenant is not in eu2 and that skips editing WxCC Region after import will have the connector pointed at the wrong region (inferred). Source: [OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition)](https://github.com/webex/webex-contact-center-crm-connectors/blob/main/salesforce/cti/OpenCTI.callCenter-meta.xml), WxCC Settings section, item openCtiWxCCRegion; read with cisco-help-dyidod Integrate > import the call center. Checked 2026-09-30.
[^38]: The WxCC Region call center setting accepts us1, ca1, eu1, eu2, anz1, jp1 and sg1. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > call center settings table (WxCC Region). Checked 2026-09-30.
[^39]: Cisco ships Salesforce Open CTI connector assets separately from Salesforce Service Cloud Voice assets. Source: [webex-contact-center-crm-connectors README](https://github.com/webex/webex-contact-center-crm-connectors), README > available connectors. Checked 2026-09-30.
[^40]: Integrating the Version 2 connector requires administrator access to a production, sandbox or developer Salesforce instance. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Requirements. Checked 2026-09-30.
[^41]: The Webex Contact Center connector for Salesforce (Version 2) is available only for Salesforce Development, Enterprise and Ultimate editions. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Requirements. Checked 2026-09-30.
[^42]: With standard screen pop a single matching record is popped automatically, while multiple matches are shown for the agent to choose from. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > screen pop settings. Checked 2026-09-30.
[^43]: At sign-in the agent chooses a station option of Dial Number, Extension or Desktop and selects a team. Source: [Access and use Webex Contact Center within Salesforce (Version 2-New)](https://help.webex.com/en-us/article/n08vfjcb/Access-and-use-Webex-Contact-Center-within-Salesforce), Sign in > station credentials. Checked 2026-09-30.
[^44]: The activity Subject Template defaults to {direction} Call {activityDatetime} and can mix static text with variables including {ani}, {virtualTeamName} and {queueName}. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Subject Template. Checked 2026-09-30.
[^45]: The softphone is added to a Lightning app via Setup > Apps > App Manager, Edit on the app, Utility Items (Desktop Only) > Add Utility Item > Open CTI Softphone, then Save. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > add the Open CTI Softphone utility item. Checked 2026-09-30.
[^46]: The Version 1 legacy connector uses regional CTI adapter URLs of the form https://desktop.wxcc-<region>.cisco.com, such as desktop.wxcc-us1.cisco.com for North America. Source: [Integrate Webex Contact Center with Salesforce (Version 1—Legacy)](https://help.webex.com/en-us/article/nhxw7kfb/Integrate-Webex-Contact-Center-with-Salesforce), Call center configuration > CTI adapter URL by region. Checked 2026-09-30.
[^47]: The legacy CiscoDevNet definition file uses internal name WebexCCAgentDesktopV20241121 and display name Webex Contact Center Agent Desktop 2.0(Nov 2024). Source: [sfdc-callcenter-definition-file.xml (Version 1 legacy call center definition)](https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/blob/main/Salesforce/sfdc-callcenter-definition-file.xml), reqInternalName and reqDisplayName. Checked 2026-09-30.
[^48]: Cisco's post-integration verification is to sign in as a test agent through the Salesforce connector and place several test calls to that agent. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Post integration verification. Checked 2026-09-30.
[^49]: The WxCC WebRTC Domain call center setting is used when agents sign in with the Desktop (WebRTC) station option to establish the WebRTC connection. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > call center settings (WebRTC Domain). Checked 2026-09-30.
[^50]: Cisco lists WebRTC domains rtw.prod-us1.rtmsprod.net (US), rtw.prod-as1.rtmsprod.net (ANZ), rtw.prod-uk1.rtmsprod.net (EU1) and rtw.prod-gm1.rtmsprod.net (EU2). Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Integrate > call center settings (WebRTC Domain by region). Checked 2026-09-30.
[^51]: When wrap-up completes the connector updates the activity with Call Duration (talk time only), Call Result (the selected wrap-up reason) and status Completed. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Customize > Call Activity Record Creation (wrap-up update). Checked 2026-09-30.
[^52]: The Version 2 call center definition sets the CTI Adapter URL (reqAdapterUrl) to https://wxcc-crmconnectors.ciscoccservice.com/salesforce/connector/v1/index.html. Source: [OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition)](https://github.com/webex/webex-contact-center-crm-connectors/blob/main/salesforce/cti/OpenCTI.callCenter-meta.xml), General Information section, reqAdapterUrl. Checked 2026-09-30.
[^53]: The Advanced Screen Pop Search section of the definition file holds openCtiCadSearchVariable, openCtiRemoveANIPrefix and openCtiFallbackToAni, all empty or false by default. Source: [OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition)](https://github.com/webex/webex-contact-center-crm-connectors/blob/main/salesforce/cti/OpenCTI.callCenter-meta.xml), Advanced Screen Pop Search section. Checked 2026-09-30.
[^54]: The definition file ships createObjectIncoming, createObjectOutgoing and openInEditMode all false, so no cases are created automatically by default. Source: [OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition)](https://github.com/webex/webex-contact-center-crm-connectors/blob/main/salesforce/cti/OpenCTI.callCenter-meta.xml), Case Management section. Checked 2026-09-30.
[^55]: The Version 2 call center definition has internal name wxCcCallCenter and display name WxCC Call Center. Source: [OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition)](https://github.com/webex/webex-contact-center-crm-connectors/blob/main/salesforce/cti/OpenCTI.callCenter-meta.xml), General Information section, reqInternalName and reqDisplayName. Checked 2026-09-30.
[^56]: The definition file ships with recordCallLiveNotes true and liveCallNotesFieldMapping set to Description, so agent call notes land in the activity Description field. Source: [OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition)](https://github.com/webex/webex-contact-center-crm-connectors/blob/main/salesforce/cti/OpenCTI.callCenter-meta.xml), Call Activity Record Creation section, recordCallLiveNotes and liveCallNotesFieldMapping. Checked 2026-09-30.
[^57]: The published OpenCTI.callCenter-meta.xml ships with openCtiWxCCRegion (WxCC Region) set to eu2. Source: [OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition)](https://github.com/webex/webex-contact-center-crm-connectors/blob/main/salesforce/cti/OpenCTI.callCenter-meta.xml), WxCC Settings section, item openCtiWxCCRegion. Checked 2026-09-30.
[^58]: The Version 2 call center definition sets softphone height 550 and width 400 pixels. Source: [OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition)](https://github.com/webex/webex-contact-center-crm-connectors/blob/main/salesforce/cti/OpenCTI.callCenter-meta.xml), General Information section, reqSoftphoneHeight and reqSoftphoneWidth. Checked 2026-09-30.