# Troubleshooting Webex Contact Center CRM connectors

Canonical: https://warmtransfer.net/knowledge/wxcc-crm-connector-troubleshooting

Last verified: 2026-09-30

Webex Contact Center CRM connectors embed agent voice interactions directly into host CRM platforms[^40][^14]. Proper operation requires coordinating Content Security Policy entries, browser prerequisites, CRM framework configurations, and call-handling parameters across Webex Contact Center and host CRM environments[^9][^1][^57].

## Security and Content Security Policy

To load Webex Contact Center Agent Desktop inside another organization's iFrame, the embedding domain must be added to the Content Security Policy Allowed List for the tenant[^9]. The Content Security Policy Allowed List is edited in Control Hub under Services > Contact Center > Tenant settings > Security, and entries tagged in grey are mandatory and cannot be removed[^10]. After a domain is added to the list, it takes 10 minutes before Agent Desktop loads within an iFrame on that domain[^12].

For CRM-specific domain rules:
* The legacy Version 1 Salesforce connector article lists `*.force.com`, `*.salesforce.com`, `*.lightning.force.com`, and `*.lightning.salesforce.com` as the domains to be added to the Content Security Policy Allowed List[^11].
* The Microsoft Dynamics 365 connector requires `*.dynamics.com` to be present in the Webex Contact Center Content Security Policy Allowed List[^8].

## Browser, WebRTC, and Client Prerequisites

The Webex Contact Center Desktop system requirements call for cookies and site data to be enabled and the pop-up blocker to be disabled in the browser[^1]. For Firefox ESR V104.0 or later on Windows or macOS, Cisco instructs disabling the Enhanced Tracking Protection toggle for the Desktop URL[^23]. 

Agent Desktop cannot be accessed on multiple browsers or multiple tabs of the same browser window; a prompt appears when an agent signs in to multiple instances and switches between them[^44]. The legacy Version 1 CRM connector app does not support opening multiple tabs; opening a case in a new tab may produce Multi Sign-in alerts on the Agent Desktop or unpredictable behavior[^55]. In the Version 2 connectors, a browser refresh requires the agent to log out and log in again[^30].

For WebRTC voice delivery:
* For the standalone Webex Contact Center Desktop, WebRTC supports Google Chrome, Microsoft Edge, and Mozilla Firefox, and Virtual Desktop Infrastructure does not support WebRTC[^60].
* The Version 2 Salesforce and ServiceNow connector articles state that WebRTC is supported on Firefox and Google Chrome and is not supported on Microsoft Edge[^59].
* The Version 2 Dynamics 365 connector article lists Microsoft Edge and Google Chrome as the supported browsers for WebRTC[^58].
* The legacy Version 1 Salesforce article states that signing in to Agent Desktop using WebRTC is supported for the Salesforce and Microsoft Dynamics connectors only[^56].
* For WebRTC in the Version 2 ServiceNow connector, the ServiceNow property `sn_openframe.cross.origin.access` must be set to `microphone *;autoplay;speaker-selection`[^46].

For legacy Version 1 connectors, the minimum supported softphone interface size is 500px, and lower values may cause display or functionality issues[^54].

## Salesforce Connector Configuration

Cisco states the Version 2 Salesforce connector is available only for the Development, Enterprise, and Ultimate editions of Salesforce and is not available in Group and Professional editions[^35]. The Version 2 Salesforce connector requires a Lightning App; Salesforce Classic mode is not supported[^36].

In the Version 2 Salesforce connector, users do not see the Phone item in the Salesforce utility bar until they have been added to the call center through Manage Call Center Users[^39]. The Version 2 Salesforce connector setup assigns agents a Salesforce permission set named Webex Contact Center Agent through Setup > Users > Permission Sets > Manage Assignments[^38]. Requirements also include assigning agents a Webex Contact Center profile that allows wrap-up options[^43].

The Version 2 Salesforce call center configuration file carries the Webex Contact Center region used by the agent (`us1`, `ca1`, `eu1`, `eu2`, `anz1`, `jp1`, or `sg1`) and a `webRtcDomain` value used for Desktop (WebRTC) mode; the region setting is the required minimum[^41]. In the legacy Version 1 Salesforce connector, the CRM application typically takes 5 to 15 seconds after desktop login to finish initializing, depending on the response from the CRM application[^25].

## Microsoft Dynamics 365 Connector Configuration

Cisco does not support integrating the Webex Contact Center connector with on-premise versions of Microsoft Dynamics[^18]. The Dynamics 365 Channel Integration Framework (CIF) must be installed before the Webex Contact Center CRM connector is installed from Microsoft AppSource[^16]. Single-session Dynamics apps such as Customer Service Hub require Channel Integration Framework v1, and multi-session apps such as Omnichannel or Customer Service workspace require Channel Integration Framework v2[^17].

* **Channel Integration Framework 1.0**: A Channel Integration Framework 1.0 communication widget cannot be loaded in Omnichannel for Customer Service[^2]. If no security role is selected under 'Select roles for the Channel', the channel provider can be accessed only by System Administrators and Customizers[^3].
* **Channel Integration Framework 2.0**: For voice channel providers configured with Channel Integration Framework 2.0, the 'Select the Unified Interface Apps for the Channel' and 'Select the Roles for the Channel' grids are not shown; access is governed by app profiles and agent experience profiles assigned to users[^5]. When an organization has multiple channel providers, the communication widget is not visible in the home session because the home session is not associated with any provider; a default session must be created[^4]. Microsoft states that deploying or updating the Copilot Service workspace app profile overwrites the Channel URL field in the Channel Integration Framework 2.0 settings, so the Channel URL should be rechecked after a deployment[^6].

The Version 2 Dynamics channel provider uses a Channel URL on `wxcc-crmconnectors.ciscoccservice.com` with a base query parameter set to the customer's Dynamics organization URL, API Version 2, Channel Order 1, Enable Outbound Yes, and a custom parameter naming the Webex Contact Center region[^15]. Selecting SIGN IN on the Webex Contact Center gadget opens the Webex login in a pop-up window, after which the agent enters station credentials and chooses a team[^20].

For the legacy Version 1 Dynamics connector, Cisco warns that a desktop layout not updated to the latest widget version is no longer supported and may stop working correctly[^22].

## ServiceNow Connector Configuration

The ServiceNow connector depends on the ServiceNow Openframe plugin, which is installed as the first step before the connector app or update set, and an Openframe Configuration record must then be created[^49]. The Version 2 ServiceNow connector requires the agent group to hold 3 roles: `x_caci_crm_wxcc.CC Agent`, `sn_openframe_user`, and `interaction_agent`[^51]. 

For the Version 2 ServiceNow connector, the update set from the GitHub repository is supported only on developer instances; enterprise licensed instances install the Webex Contact Center app from the ServiceNow Store[^53]. The Version 2 ServiceNow connector requires the modern Agent Workspace; the legacy Agent Workspace is no longer supported starting with the ServiceNow Xanadu edition[^47].

## Screen Pop and Record Matching

In the Version 2 Salesforce connector, screen pop is available only for inbound calls; for internal and outbound calls a search is executed and the found data is displayed in the connector[^40]. The Salesforce Softphone Layout determines which Salesforce objects are searched on a call and, through its Screen Pop Settings, what happens for matching records and for no match[^42]. To display the name of a found record, the Softphone Layout for that record type must include the Name field[^37]. The Version 2 Salesforce call center file includes an Advanced Screen Pop feature flag with a CAD Variable Name, a Remove ANI Prefix Strings option, and a Fallback to ANI setting whose default is false[^33].

In the Version 2 ServiceNow connector:
* The lookup queries the fields in `lookupFields` (default `phone,mobile_phone`) using `lookupVariable` (default `ANI`, or a CAD variable)[^48].
* `countryCodeRemoval` lists prefixes stripped from the ANI before lookup, with no default[^48].
* `screenPopIncomingMode` selects the record type searched on an incoming call (`Customer`, `Case`, `Interaction`, or `Disabled`; default `Customer`), `customerTable` defaults to `Users`, and `caseTable` defaults to `Incidents`[^50].
* `shareRecordVariable` (default `sharedRecordId`) names the CAD variable that stores the Sys_Id of the interaction and is used to change record ownership on transferred calls[^52].

In the Version 2 Dynamics connector, `screenPopIncomingMode` accepts `customer`, `case`, `activity`, or `disabled` with default `customer`, `lookupVariable` defaults to `ani`, and `customerTable` accepts `account` or `contact` with default `contact`[^19].

In both the Version 2 ServiceNow and Dynamics connectors, `screenPopOnNoMatch` defaults to false, so when no record matches, the connector does not open a new record unless that property is set to true[^29].

## Call Activity Logging

Call activity creation and field population vary by CRM platform:
* **Salesforce Version 2**: The call center file includes a 'Disable Activity Record Creation' setting whose default is false, meaning activity records are created unless it is turned on[^31]. The activity record is populated when the call is answered (Subject, ANI, DNIS, Queue Name, Call Object Identifier, Status In Progress, Call Type), and Call Duration and Call Result are written when wrap-up completes[^32].
* **Dynamics Version 1**: Phone call activity creation is controlled by the `createActivityRecordForInboundCall` and `createActivityRecordForOutboundCall` flags, each true or false[^21].
* **ServiceNow Version 2**: The `activityRecordMapping` property populates interaction fields from call variables such as `{ani}`, `{dn}`, `{wrapUpAuxCodeId}`, and `{wrapUpAuxCodeName}`[^45].

In both the Salesforce and Dynamics connectors, a note typed by the agent in the connector is saved in the Description field of the phone call log[^27].

## Functional Limitations and Verification

The CRM connectors have several documented functional limits:
* Digital channels such as chat and email are not supported with the Webex Contact Center CRM connectors[^14].
* The global Tenant Settings Desktop Inactivity Timeout does not affect the behavior of the Version 2 Salesforce and ServiceNow CRM connectors[^24].
* Multiparty conference is not supported with the Salesforce or ServiceNow Version 2 connectors[^26].
* The Version 2 connector gadget does not enforce the 'Validate using Dial Plans' option, so dial plan restrictions configured in Control Hub have no effect on numbers dialed from the connector[^13].

Cisco's documented verification for each Version 2 connector is to sign in as a test agent through the connector, place several test calls to that agent, and confirm that sign-in and call handling work as expected[^57].

## See also

* [Webex Contact Center Agent Desktop and widgets](https://warmtransfer.net/knowledge/webex-cc-agent-desktop)
* [Webex Contact Center queues teams and routing strategies](https://warmtransfer.net/knowledge/webex-cc-routing)

## Applicability

Applies to: Cisco Webex Contact Center and Microsoft Dynamics 365 Channel Integration Framework. Deployments: multi-tenant. Sources checked 2026-09-30. The legacy Agent Workspace in ServiceNow is no longer supported starting with the ServiceNow Xanadu edition[^47]. Firefox ESR requires V104.0 or later for the documented Enhanced Tracking Protection setting[^23]. Version 2 Salesforce call center configuration supports regions us1, ca1, eu1, eu2, anz1, jp1, or sg1[^41].

## What remains uncertain

The effect of Salesforce Open CTI end of life on the Webex Contact Center Salesforce connector is not covered by the sources below. Cisco statements on third-party cookie requirements and fixes for embedded CRM connectors are not covered by the sources below. Version 1 to Version 2 connector migration steps and Version 1 support end dates are not covered by the sources below. How ServiceNow and Dynamics Version 2 connectors behave when several records match the caller is not covered by the sources below. Single sign-on (SSO) and identity provider errors when signing in to the desktop embedded in a CRM are not covered by the sources below. Whether the Salesforce Version 2 connector still needs Salesforce domains in the Content Security Policy allowed list is not covered by the sources below. Certificate errors seen when loading or signing in to a CRM connector are not covered by the sources below. Microsoft CIF known issues and CIF 1.0 and 2.0 system requirements pages are not covered by the sources below.

## Sources

[^1]: The Webex Contact Center Desktop system requirements call for cookies and site data to be enabled and the pop-up blocker to be disabled in the browser. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), browser requirements list. Checked 2026-09-30.
[^2]: A Channel Integration Framework 1.0 communication widget cannot be loaded in Omnichannel for Customer Service. Source: [FAQ about Dynamics 365 Channel Integration Framework](https://learn.microsoft.com/en-us/dynamics365/channel-integration-framework/faq-channel-integration-framework), FAQ 'Can I load the Dynamics 365 Channel Integration Framework 1.0 communication widget in Omnichannel for Customer Service?'. Checked 2026-09-30.
[^3]: In Channel Integration Framework 1.0, if no security role is selected under 'Select roles for the Channel', the channel provider can be accessed only by System Administrators and Customizers. Source: [FAQ about Dynamics 365 Channel Integration Framework](https://learn.microsoft.com/en-us/dynamics365/channel-integration-framework/faq-channel-integration-framework), FAQ 'What happens when you select a role from under Select roles for the Channel?'. Checked 2026-09-30.
[^4]: In Channel Integration Framework 2.0, when an organization has multiple channel providers the communication widget is not visible in the home session, because the home session is not associated with any provider; a default session must be created. Source: [FAQ about Dynamics 365 Channel Integration Framework](https://learn.microsoft.com/en-us/dynamics365/channel-integration-framework/faq-channel-integration-framework), FAQ 'My organization uses multiple channel providers. How can I start a default session? Also, why is the widget not visible in the home session?'. Checked 2026-09-30.
[^5]: For voice channel providers configured with Channel Integration Framework 2.0, the 'Select the Unified Interface Apps for the Channel' and 'Select the Roles for the Channel' grids are not shown; access is governed by app profiles and agent experience profiles assigned to users. Source: [FAQ about Dynamics 365 Channel Integration Framework](https://learn.microsoft.com/en-us/dynamics365/channel-integration-framework/faq-channel-integration-framework), FAQs 'My organization is using voice channel configured using Channel Integration Framework 2.0...' and 'How do I select roles for the voice channel provider record?'. Checked 2026-09-30.
[^6]: Microsoft states that deploying or updating the Copilot Service workspace app profile overwrites the Channel URL field in the Channel Integration Framework 2.0 settings, so the Channel URL should be rechecked after a deployment. Source: [FAQ about Dynamics 365 Channel Integration Framework](https://learn.microsoft.com/en-us/dynamics365/channel-integration-framework/faq-channel-integration-framework), FAQ 'Why should I check or update channel URLs in Dynamics 365 Channel Integration Framework 2.0?'. Checked 2026-09-30.
[^7]: Third-party cookie blocking plausibly affects the Webex Contact Center connectors because they load Cisco-hosted content inside the CRM page, but none of the Cisco connector or Desktop articles read for this packet names third-party cookies as a requirement or gives a connector-specific fix (inferred). Source: [Google Chrome's Phase-Out of Third-Party Cookies Impacts Open CTI](https://help.salesforce.com/s/articleView?id=000396744&language=en_US&type=1), knowledge article 000396744, description. Checked 2026-09-30.
[^8]: The Microsoft Dynamics 365 connector requires *.dynamics.com to be present in the Webex Contact Center Content Security Policy Allowed List. Source: [Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)](https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)), section 'Requirements'. Checked 2026-09-30.
[^9]: To load Webex Contact Center Agent Desktop inside another organization's iFrame, the embedding domain must be added to the Content Security Policy Allowed List for the tenant. Source: [Set up security for Webex Contact Center](https://help.webex.com/en-us/article/3srgv1), section 'Content Security Policy Allowed List'. Checked 2026-09-30.
[^10]: The Content Security Policy Allowed List is edited in Control Hub under Services > Contact Center > Tenant settings > Security, and entries tagged in grey are mandatory and cannot be removed. Source: [Set up security for Webex Contact Center](https://help.webex.com/en-us/article/3srgv1), section 'Content Security Policy Allowed List'. Checked 2026-09-30.
[^11]: The legacy Version 1 Salesforce connector article lists *.force.com, *.salesforce.com, *.lightning.force.com and *.lightning.salesforce.com as the domains to be added to the Content Security Policy Allowed List. Source: [Integrate Webex Contact Center with Salesforce (Version 1—Legacy)](https://help.webex.com/en-us/article/nhxw7kfb/Integrate-Webex-Contact-Center-with-Salesforce), section 'Prerequisites', Content Security Policy allowed domains. Checked 2026-09-30.
[^12]: After a domain is added to the Content Security Policy Allowed List, it takes 10 minutes before Agent Desktop loads within an iFrame on that domain. Source: [Set up security for Webex Contact Center](https://help.webex.com/en-us/article/3srgv1), section 'Content Security Policy Allowed List'. Checked 2026-09-30.
[^13]: The Version 2 connector gadget does not enforce the 'Validate using Dial Plans' option, so dial plan restrictions configured in Control Hub have no effect on numbers dialed from the connector. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), limitations, DN validation. Checked 2026-09-30.
[^14]: Digital channels such as chat and email are not supported with the Webex Contact Center CRM connectors. 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)), limitations. Checked 2026-09-30.
[^15]: The Version 2 Dynamics channel provider uses a Channel URL on wxcc-crmconnectors.ciscoccservice.com with a base query parameter set to the customer's Dynamics organization URL, API Version 2, Channel Order 1, Enable Outbound Yes, and a custom parameter naming the Webex Contact Center region. Source: [Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)](https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)), channel provider configuration table. Checked 2026-09-30.
[^16]: The Dynamics 365 Channel Integration Framework must be installed before the Webex Contact Center CRM connector is installed from Microsoft AppSource. Source: [Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)](https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)), installation steps (Channel Integration Framework before connector). Checked 2026-09-30.
[^17]: For the Dynamics 365 connector, single-session Dynamics apps such as Customer Service Hub require Channel Integration Framework v1, and multi-session apps such as Omnichannel or Customer Service workspace require Channel Integration Framework v2. Source: [Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)](https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)), section 'Requirements' (Channel Integration Framework). Checked 2026-09-30.
[^18]: Cisco does not support integrating the Webex Contact Center connector with on-premise versions of Microsoft Dynamics. Source: [Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)](https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)), section 'Requirements'. Checked 2026-09-30.
[^19]: In the Version 2 Dynamics connector, screenPopIncomingMode accepts customer, case, activity or disabled with default customer, lookupVariable defaults to ani, and customerTable accepts account or contact with default contact. Source: [Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)](https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)), section 'Customize', parameter table. Checked 2026-09-30.
[^20]: In the Dynamics 365 connector, selecting SIGN IN on the Webex Contact Center gadget opens the Webex login in a pop-up window, after which the agent enters station credentials and chooses a team. Source: [Access and use Webex Contact Center within Microsoft Dynamics 365 (Version 2-New)](https://help.webex.com/en-us/article/iq39hs/Access-and-use-Webex-Contact-Center-within-Dynamics), sign-in steps. Checked 2026-09-30.
[^21]: In the legacy Version 1 Dynamics connector, phone call activity creation is controlled by the createActivityRecordForInboundCall and createActivityRecordForOutboundCall flags, each true or false. Source: [Integrate Webex Contact Center with Microsoft Dynamics 365](https://help.webex.com/en-us/article/aw26j2/Integrate-Webex-Contact-Center-with-Microsoft-Dynamics-365), desktop layout feature flags. Checked 2026-09-30.
[^22]: For the legacy Version 1 Dynamics connector, Cisco warns that a desktop layout not updated to the latest widget version is no longer supported and may stop working correctly. Source: [Integrate Webex Contact Center with Microsoft Dynamics 365](https://help.webex.com/en-us/article/aw26j2/Integrate-Webex-Contact-Center-with-Microsoft-Dynamics-365), desktop layout section, note on widget version. Checked 2026-09-30.
[^23]: For Firefox ESR V104.0 or later on Windows or macOS, Cisco instructs disabling the Enhanced Tracking Protection toggle for the Desktop URL. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), browser requirements, Firefox ESR note. Checked 2026-09-30.
[^24]: The global Tenant Settings Desktop Inactivity Timeout does not affect the behavior of the Version 2 Salesforce and ServiceNow CRM connectors. 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)), limitations, Desktop Inactivity Timeout. Checked 2026-09-30.
[^25]: In the legacy Version 1 Salesforce connector, the CRM application typically takes 5 to 15 seconds after desktop login to finish initializing, depending on the response from the CRM application. Source: [Integrate Webex Contact Center with Salesforce (Version 1—Legacy)](https://help.webex.com/en-us/article/nhxw7kfb/Integrate-Webex-Contact-Center-with-Salesforce), note on initialization timing. Checked 2026-09-30.
[^26]: Multiparty conference is not supported with the Salesforce or ServiceNow Version 2 connectors. 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)), limitations. Checked 2026-09-30.
[^27]: In the Salesforce and Dynamics connectors, a note typed by the agent in the connector is saved in the Description field of the phone call log. 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), notes section ('Write a note'). Checked 2026-09-30.
[^28]: Salesforce has announced that Open CTI reaches end of life on February 28, 2028, after which Open CTI implementations will no longer function, and directs customers to migrate to Salesforce Voice. Source: [Salesforce Open CTI Retirement: End of Life February 28, 2028 - Migrate to Salesforce Voice](https://help.salesforce.com/s/articleView?id=005306437&language=en_US&type=1), knowledge article 005306437, title and key dates. Checked 2026-09-30.
[^29]: In the Version 2 ServiceNow and Dynamics connectors, screenPopOnNoMatch defaults to false, so when no record matches the connector does not open a new record unless that property is set to true. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe configuration properties table: screenPopOnNoMatch. Checked 2026-09-30.
[^30]: In the Version 2 connectors, a browser refresh requires the agent to log out and log in 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)), section 'WebRTC'. Checked 2026-09-30.
[^31]: The Version 2 Salesforce call center file includes a 'Disable Activity Record Creation' setting whose default is false, meaning activity records are created unless it is turned on. 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)), call center settings table, 'Call Activity Record Creation' group. Checked 2026-09-30.
[^32]: In the Version 2 Salesforce connector, the activity record is populated when the call is answered (Subject, ANI, DNIS, Queue Name, Call Object Identifier, Status In Progress, Call Type), and Call Duration and Call Result are written when wrap-up completes. 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)), activity record description (fields populated on answer and on wrap-up). Checked 2026-09-30.
[^33]: The Version 2 Salesforce call center file has an Advanced Screen Pop feature flag with a CAD Variable Name, a Remove ANI Prefix Strings option and a Fallback to ANI setting whose default is false. 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)), call center settings table, 'Advanced Screen Pop' group. Checked 2026-09-30.
[^34]: Salesforce states that Chrome's restriction of third-party cookies impacts Open CTI implementations that rely on cross-site cookie access, because Open CTI softphones run in an embedded browser context. Source: [Google Chrome's Phase-Out of Third-Party Cookies Impacts Open CTI](https://help.salesforce.com/s/articleView?id=000396744&language=en_US&type=1), knowledge article 000396744, description. Checked 2026-09-30.
[^35]: Cisco states the Version 2 Salesforce connector is available only for the Development, Enterprise and Ultimate editions of Salesforce and is not available in Group and Professional 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)), note under 'Install Webex Contact Center for Salesforce'. Checked 2026-09-30.
[^36]: The Version 2 Salesforce connector requires a Lightning App; Salesforce Classic mode 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)), section 'Requirements'. Checked 2026-09-30.
[^37]: For the Version 2 Salesforce connector to display the name of a found record, the Softphone Layout for that record type must include 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)), section 'Create a Softphone Layout'. Checked 2026-09-30.
[^38]: The Version 2 Salesforce connector setup assigns agents a Salesforce permission set named Webex Contact Center Agent through Setup > Users > Permission Sets > Manage Assignments. 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)), permission set assignment step. Checked 2026-09-30.
[^39]: In the Version 2 Salesforce connector, users do not see the Phone item in the Salesforce utility bar until they have been added to the call center through Manage Call Center Users. 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)), call center user assignment step (Setup > Call Center > Call Centers > Manage Call Center Users). Checked 2026-09-30.
[^40]: In the Version 2 Salesforce connector, screen pop is available only for inbound calls; for internal and outbound calls a search is executed and the found data is displayed in the 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)), section 'Create a Softphone Layout'. Checked 2026-09-30.
[^41]: The Version 2 Salesforce call center configuration file carries the Webex Contact Center region used by the agent (us1, ca1, eu1, eu2, anz1, jp1 or sg1) and a webRtcDomain value used for Desktop (WebRTC) mode; the region setting is the required minimum. 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)), sections 'Configure the Call Center File' and 'Set Call Center Settings'. Checked 2026-09-30.
[^42]: In the Version 2 Salesforce connector, the Salesforce Softphone Layout determines which Salesforce objects are searched on a call and, through its Screen Pop Settings, what happens for matching records and for no match. 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)), section 'Create a Softphone Layout'. Checked 2026-09-30.
[^43]: The Version 2 Salesforce connector requirements include assigning agents a Webex Contact Center profile that allows wrap-up 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)), section 'Requirements'. Checked 2026-09-30.
[^44]: Agent Desktop cannot be accessed on multiple browsers or multiple tabs of the same browser window; a prompt appears when an agent signs in to multiple instances and switches between them. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), section 'Before you begin'. Checked 2026-09-30.
[^45]: In the Version 2 ServiceNow connector, the activityRecordMapping property populates interaction fields from call variables such as {ani}, {dn}, {wrapUpAuxCodeId} and {wrapUpAuxCodeName}. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe configuration properties table: activityRecordMapping. Checked 2026-09-30.
[^46]: For WebRTC in the Version 2 ServiceNow connector, the ServiceNow property sn_openframe.cross.origin.access must be set to the value 'microphone *;autoplay;speaker-selection'. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), WebRTC section, system property. Checked 2026-09-30.
[^47]: The Version 2 ServiceNow connector requires the modern Agent Workspace; the legacy Agent Workspace is no longer supported starting with the ServiceNow Xanadu edition. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), prerequisites. Checked 2026-09-30.
[^48]: In the Version 2 ServiceNow connector, the lookup queries the fields in lookupFields (default phone,mobile_phone) using lookupVariable (default ANI, or a CAD variable), and countryCodeRemoval lists prefixes stripped from the ANI before lookup, with no default. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe configuration properties table: lookupFields, lookupVariable, countryCodeRemoval. Checked 2026-09-30.
[^49]: The ServiceNow connector depends on the ServiceNow Openframe plugin, which is installed as the first step before the connector app or update set, and an Openframe Configuration record must then be created. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), install steps 1 and 7 (Install Openframe Plugin; All > Openframe > Configurations > New). Checked 2026-09-30.
[^50]: In the Version 2 ServiceNow connector, screenPopIncomingMode selects the record type searched on an incoming call (Customer, Case, Interaction or Disabled; default Customer), customerTable defaults to Users and caseTable defaults to Incidents. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe configuration properties table: screenPopIncomingMode, customerTable, caseTable. Checked 2026-09-30.
[^51]: The Version 2 ServiceNow connector requires the agent group to hold three roles: x_caci_crm_wxcc.CC Agent, sn_openframe_user and interaction_agent. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), install steps, role assignment (All > System Security > Groups). Checked 2026-09-30.
[^52]: In the Version 2 ServiceNow connector, shareRecordVariable (default sharedRecordId) names the CAD variable that stores the Sys_Id of the interaction and is used to change record ownership on transferred calls. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe configuration properties table: shareRecordVariable. Checked 2026-09-30.
[^53]: For the Version 2 ServiceNow connector, the update set from the GitHub repository is supported only on developer instances; enterprise licensed instances install the Webex Contact Center app from the ServiceNow Store. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), prerequisites and install steps for developer versus enterprise instances. Checked 2026-09-30.
[^54]: For the legacy Version 1 connectors, the minimum supported softphone interface size is 500px, and lower values may cause display or functionality issues. Source: [Integrate Webex Contact Center with Microsoft Dynamics 365](https://help.webex.com/en-us/article/aw26j2/Integrate-Webex-Contact-Center-with-Microsoft-Dynamics-365), section 'Prerequisites'. Checked 2026-09-30.
[^55]: The legacy Version 1 CRM connector app does not support opening multiple tabs; opening a case in a new tab may produce Multi Sign-in alerts on the Agent Desktop or unpredictable behavior. Source: [Integrate Webex Contact Center with Salesforce (Version 1—Legacy)](https://help.webex.com/en-us/article/nhxw7kfb/Integrate-Webex-Contact-Center-with-Salesforce), limitations note. Checked 2026-09-30.
[^56]: The legacy Version 1 Salesforce article states that signing in to Agent Desktop using WebRTC is supported for the Salesforce and Microsoft Dynamics connectors only. Source: [Integrate Webex Contact Center with Salesforce (Version 1—Legacy)](https://help.webex.com/en-us/article/nhxw7kfb/Integrate-Webex-Contact-Center-with-Salesforce), limitations note. Checked 2026-09-30.
[^57]: Cisco's documented verification for each Version 2 connector is to sign in as a test agent through the connector, place several test calls to that agent, and confirm that sign-in and call handling work as expected. 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)), verification paragraph at end of integration steps. Checked 2026-09-30.
[^58]: The Version 2 Dynamics 365 connector article lists Microsoft Edge and Google Chrome as the supported browsers for WebRTC. Source: [Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)](https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)), section 'WebRTC', supported browsers. Checked 2026-09-30.
[^59]: The Version 2 Salesforce and ServiceNow connector articles state that WebRTC is supported on Firefox and Google Chrome and is not supported on Microsoft Edge. 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)), section 'WebRTC'. Checked 2026-09-30.
[^60]: For the standalone Webex Contact Center Desktop, WebRTC supports Google Chrome, Microsoft Edge and Mozilla Firefox, and Virtual Desktop Infrastructure does not support WebRTC. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), browser requirements, WebRTC note. Checked 2026-09-30.