Engage Voice
Launching the Engage Voice app and
Adding the CTI Softphone Widget in Salesforce

When the basic installation and configuration is complete, you can launch the Engage Voice app for agents to easily locate within Salesforce. You can also add the Engage Voice CTI widget to various Salesforce applications. 

Launching the Engage Voice app in Salesforce

Launch the Engage Voice app so that agents can easily locate it within Salesforce. 
1. Before launching the app, log out and re-login to Salesforce.
2. Access the app from the App Launcher menu, and then search for Engage Cloud Contact Center.
View of accessing the Engage Cloud Contact Center from the App Launcher
3. Click on the minimized Engage Voice widget located on the bottom left-hand corner of the screen within Salesforce.
View of accessing the Engage Voice widget in Salesforce

Adding Engage Voice CTI Softphone widget to various Salesforce Apps

You can add the Engage Voice CTI Softphone widget to any of your Lighting apps. 
1. Navigate to All Setup > Apps > App Manager.
Locating Engage Voice CTI Softphone in Salesforce App Manager
2. Select Engage Cloud Contact Center, and click Edit.
Selecting the Engage Cloud Center app and clicking edit
3. Open Utility Items and click Add Utility Item.
Adding the utility item
4. Select and click Open CTI Softphone from the available list.
5. Change the Label to Engage Voice.
View of the 'Save' and 'Cancel' buttons in a configuration page
  1. 6. Click Save.
7. Launch the app from App Launcher, and you’ll see the Engage Voice app in the Utility Bar.
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