WarmTransfer
Configuration · guide

Setting up the Webex Contact Center connector for Salesforce

Webex Contact Center to Salesforce Service Cloud

Verified 2026-09-30 · 58 sources · tier 2–3

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

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 2745. This procedure installs the managed package, imports the call center definition, configures pop and activity behavior, and verifies live agent interaction 1548.

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

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Which Salesforce org are you installing into first?
Which station option will your agents sign in with?
What should the connector search on to find the record to pop?
How should calls be logged as Salesforce activities?
Should the connector create a case automatically for each call?

Five questions. One permanent page you can send to your manager.

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) 4950. 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 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 618.

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 1745. The Subject Template defaults to {direction} Call {activityDatetime}, and Object Field Mappings can be defined using comma-separated SF_Field_Name={CADVariable} pairs 4430.

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 4430.

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 4430.

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 217.

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 1254. 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 1254. 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 1254. 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 956.

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 317. 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 956.

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 317. 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.

See also

Referenced by

Sources

  1. 1
    In Webex Contact Center, agents who use the Salesforce connector must be assigned an Access Profile that allows Wrapup Options.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Requirements · Checked 2026-09-30
  2. 2
    By default every inbound and outbound call handled through the connector generates a phone log (activity record).
    Access and use Webex Contact Center within Salesforce (Version 2-New) · Incoming call handling / phone log · Checked 2026-09-30
  3. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > Call Activity Record Creation · Checked 2026-09-30
  4. 4
    Enable Activity Screen Pop on Connected (default false) opens the activity record in edit mode when the agent moves to the Connected state.
    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. 5
    Enable Activity Screen Pop on Wrapup (default false) opens the activity record in edit mode when the agent moves to the Wrapup state.
    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. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > Advanced Screen Pop · Checked 2026-09-30
  7. 7
    After signing in the agent changes state to Ready before receiving calls.
    Access and use Webex Contact Center within Salesforce (Version 2-New) · Handle incoming calls · Checked 2026-09-30
  8. 8
    An agent launches the connector by clicking Phone in the Salesforce utility bar, clicking Sign in and authenticating in the Webex portal.
    Access and use Webex Contact Center within Salesforce (Version 2-New) · Sign in · Checked 2026-09-30
  9. 9
    After a call ends the agent chooses a wrap-up reason in the connector and can add notes in the Description field.
    Access and use Webex Contact Center within Salesforce (Version 2-New) · Wrap up a call · Checked 2026-09-30
  10. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > wrap-up (auto wrap-up timer) · Checked 2026-09-30
  11. 11
    Since January 2025 agents can assign a contact or account to a case during a call.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Release updates > January 2025 · Checked 2026-09-30
  12. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > Case Management · Checked 2026-09-30
  13. 13
    After import the administrator clicks Edit on the call center, sets at minimum the WxCC Region, and saves.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > import the call center · Checked 2026-09-30
  14. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Requirements (latest Call Center XML file link) · Checked 2026-09-30
  15. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > import the call center · Checked 2026-09-30
  16. 16
    In June 2025 Cisco introduced a new call center to support Desktop Login Mode in the Version 2 connector.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Release updates > June 2025 · Checked 2026-09-30
  17. 17
    Setting Disable Activity Record Creation (default false) to true stops the connector creating activity records.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > Call Activity Record Creation (Disable Activity Record Creation) · Checked 2026-09-30
  18. 18
    Fallback to ANI, default false, runs a secondary standard screen pop based on the softphone layout when advanced screen pop is used.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > Advanced Screen Pop (Fallback to ANI) · Checked 2026-09-30
  19. 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.
    Configure Salesforce connector for Webex Contact Center · Configure the Salesforce connector; limitations · Checked 2026-09-30
  20. 20
    Since March 2025 the Version 2 connector supports screen pops within Salesforce initiated by Webex Contact Center flows.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Release updates > March 2025 · Checked 2026-09-30
  21. 21
    During managed package installation Cisco instructs the administrator to choose Install for Admins Only.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > install the package · Checked 2026-09-30
  22. 22
    The package installation finishes with a Done confirmation in Salesforce.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > install the package · Checked 2026-09-30
  23. 23
    For the connector to display the name of a found record, the softphone layout for that record type must contain the Name field.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > create a softphone layout (note) · Checked 2026-09-30
  24. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > create a softphone layout · Checked 2026-09-30
  25. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > create a softphone layout · Checked 2026-09-30
  26. 26
    The webex-contact-center-crm-connectors repository includes migration guides for legacy connectors, including Salesforce.
    webex-contact-center-crm-connectors README · README > additional materials · Checked 2026-09-30
  27. 27
    The Version 2 connector requires a Lightning app from App Manager; Salesforce Classic is not supported.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Requirements · Checked 2026-09-30
  28. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > assign users to the call center · Checked 2026-09-30
  29. 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>.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > Screen Pop Settings For No Record Match · Checked 2026-09-30
  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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > Object Field Mappings · Checked 2026-09-30
  31. 31
    Enable Omni-Channel Sync maps Webex Contact Center idle states to Salesforce Omni-Channel presence statuses.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > Omni-Channel State Sync · Checked 2026-09-30
  32. 32
    Agents are given the Webex Contact Center Agent permission set via Setup > Users > Permission Sets > Manage Assignments > Add Assignment.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > assign the permission set · Checked 2026-09-30
  33. 33
    Users do not see the Phone item in their utility bar until they have been added to the call center.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > assign users to the call center (note) · Checked 2026-09-30
  34. 34
    The Version 2 managed package is installed into a production org from login.salesforce.com/packaging/installPackage.apexp with package version id 04tUl000000VK45IAG.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > install the package · Checked 2026-09-30
  35. 35
    For a sandbox or test environment the same package version id is installed from test.salesforce.com/packaging/installPackage.apexp.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > install the package (development environment URL) · Checked 2026-09-30
  36. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > create a softphone layout (limitation) · Checked 2026-09-30
  37. 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
    OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition) · WxCC Settings section, item openCtiWxCCRegion; read with cisco-help-dyidod Integrate > import the call center · Checked 2026-09-30
  38. 38
    The WxCC Region call center setting accepts us1, ca1, eu1, eu2, anz1, jp1 and sg1.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > call center settings table (WxCC Region) · Checked 2026-09-30
  39. 39
    Cisco ships Salesforce Open CTI connector assets separately from Salesforce Service Cloud Voice assets.
    webex-contact-center-crm-connectors README · README > available connectors · Checked 2026-09-30
  40. 40
    Integrating the Version 2 connector requires administrator access to a production, sandbox or developer Salesforce instance.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Requirements · Checked 2026-09-30
  41. 41
    The Webex Contact Center connector for Salesforce (Version 2) is available only for Salesforce Development, Enterprise and Ultimate editions.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Requirements · Checked 2026-09-30
  42. 42
    With standard screen pop a single matching record is popped automatically, while multiple matches are shown for the agent to choose from.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > screen pop settings · Checked 2026-09-30
  43. 43
    At sign-in the agent chooses a station option of Dial Number, Extension or Desktop and selects a team.
    Access and use Webex Contact Center within Salesforce (Version 2-New) · Sign in > station credentials · Checked 2026-09-30
  44. 44
    The activity Subject Template defaults to {direction} Call {activityDatetime} and can mix static text with variables including {ani}, {virtualTeamName} and {queueName}.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > Subject Template · Checked 2026-09-30
  45. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > add the Open CTI Softphone utility item · Checked 2026-09-30
  46. 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.
    Integrate Webex Contact Center with Salesforce (Version 1—Legacy) · Call center configuration > CTI adapter URL by region · Checked 2026-09-30
  47. 47
    The legacy CiscoDevNet definition file uses internal name WebexCCAgentDesktopV20241121 and display name Webex Contact Center Agent Desktop 2.0(Nov 2024).
    sfdc-callcenter-definition-file.xml (Version 1 legacy call center definition) · reqInternalName and reqDisplayName · Checked 2026-09-30
  48. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Post integration verification · Checked 2026-09-30
  49. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > call center settings (WebRTC Domain) · Checked 2026-09-30
  50. 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).
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Integrate > call center settings (WebRTC Domain by region) · Checked 2026-09-30
  51. 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.
    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > Call Activity Record Creation (wrap-up update) · Checked 2026-09-30
  52. 52
    The Version 2 call center definition sets the CTI Adapter URL (reqAdapterUrl) to https://wxcc-crmconnectors.ciscoccservice.com/salesforce/connector/v1/index.html.
    OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition) · General Information section, reqAdapterUrl · Checked 2026-09-30
  53. 53
    The Advanced Screen Pop Search section of the definition file holds openCtiCadSearchVariable, openCtiRemoveANIPrefix and openCtiFallbackToAni, all empty or false by default.
    OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition) · Advanced Screen Pop Search section · Checked 2026-09-30
  54. 54
    The definition file ships createObjectIncoming, createObjectOutgoing and openInEditMode all false, so no cases are created automatically by default.
    OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition) · Case Management section · Checked 2026-09-30
  55. 55
    The Version 2 call center definition has internal name wxCcCallCenter and display name WxCC Call Center.
    OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition) · General Information section, reqInternalName and reqDisplayName · Checked 2026-09-30
  56. 56
    The definition file ships with recordCallLiveNotes true and liveCallNotesFieldMapping set to Description, so agent call notes land in the activity Description field.
    OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition) · Call Activity Record Creation section, recordCallLiveNotes and liveCallNotesFieldMapping · Checked 2026-09-30
  57. 57
    The published OpenCTI.callCenter-meta.xml ships with openCtiWxCCRegion (WxCC Region) set to eu2.
    OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition) · WxCC Settings section, item openCtiWxCCRegion · Checked 2026-09-30
  58. 58
    The Version 2 call center definition sets softphone height 550 and width 400 pixels.
    OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition) · General Information section, reqSoftphoneHeight and reqSoftphoneWidth · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Access and use Webex Contact Center within Salesforce (Version 2-New)

Cisco Webex Help Center · 2026-08-19 · accessed 2026-09-30

tier 2 current vendor documentation

Configure Salesforce connector for Webex Contact Center

Cisco Webex Help Center · 2025-04-08 · accessed 2026-09-30

tier 2 current vendor documentation

Integrate Webex Contact Center with Salesforce (Version 1—Legacy)

Cisco Webex Help Center · 2026-02-23 · accessed 2026-09-30

tier 2 current vendor documentation

Integrate Webex Contact Center with Salesforce (Version 2-New)

Cisco · 2026-08-19 · accessed 2026-09-24

tier 3 vendor-maintained repositories

OpenCTI.callCenter-meta.xml (Webex Contact Center Salesforce call center definition)

Webex (GitHub organisation webex) · 2026-09-30 · accessed 2026-09-30

tier 3 vendor-maintained repositories

sfdc-callcenter-definition-file.xml (Version 1 legacy call center definition)

CiscoDevNet (GitHub) · 2026-09-30 · accessed 2026-09-30

tier 3 vendor-maintained repositories

webex-contact-center-crm-connectors README

Webex (GitHub organisation webex) · 2026-09-30 · accessed 2026-09-30

Cite this page

APA

WarmTransfer. (2026, September 30). Setting up the Webex Contact Center connector for Salesforce. WarmTransfer. https://warmtransfer.net/guides/wxcc-salesforce-connector-setup

BibTeX

@misc{warmtransfer-wxcc-salesforce-connector-setup,
  title  = {Setting up the Webex Contact Center connector for Salesforce},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-salesforce-connector-setup},
  note   = {Verified 2026-09-30}
}