If you are expecting to use the Aircall CTI for Sales Engagement in Salesforce but instead see the standard Aircall CTI, you will not have access to the Aircall Voice Object (AVO) or the call resolution field. As a result, you cannot select a call resolution and your contact will not move to the next step of the cadence.

This article explains why this happens and how to fix it.

Symptom

When opening the Aircall application inside Salesforce (the CTI):

  • The agent sees the standard Aircall CTI instead of the Sales Engagement CTI.

  • The Aircall Voice Object (AVO) panel and call resolution field are missing.

  • The agent cannot select a call resolution.

  • The contact cannot progress to the next step of the cadence.

Causes

Several configuration issues can prevent an agent from seeing the correct Sales Engagement CTI.

1. CTI for Sales Engagement not installed or not used

  • The Sales Engagement CTI may not be installed correctly.

  • The agent may still be assigned to the standard Aircall CTI, so Salesforce shows the standard CTI instead of the Sales Engagement CTI.

  • The agent may not be added to the Call Center associated with the Sales Engagement CTI.

2. Contact not part of a cadence

  • The Salesforce contact is not added to a cadence.

  • Only contacts that are part of a cadence can present a call resolution to the agent during the call.

3. Calls not made from the work queue

  • The agent is calling the customer outside the work queue.

  • The agent is placing calls:

    • Directly from the CTI, or

    • By using click to dial from a record
      instead of calling from the Sales Engagement work queue.

  • In this case, the cadence resolution options will not appear.

Solution

Follow the steps below to ensure that the Aircall CTI for Sales Engagement is correctly installed and used.

1. Confirm the Sales Engagement CTI installation

Make sure the Aircall for Sales Engagement (Salesforce V4) integration is properly installed and configured.

This includes installing the correct package, importing the right CTI definition, and assigning users to the appropriate Call Center.

2. Remove the agent from the standard CTI Call Center

The Sales Engagement CTI and the classic CTI cannot be used at the same time by the same user. The agent must be removed from the classic Aircall CTI Call Center.

Steps

  1. In Salesforce, go to Setup.

  2. In the search bar, type Call Centers, then click Call Centers.

  3. Select Aircall CTI for Salesforce (the classic CTI).

Sales engagement 1.png
  1. Scroll down and click on the Manage Call Center Users button
Sales engagement 2.png
  1. Remove the agent’s name from the list so the agent is no longer assigned to the classic CTI.

3. Disable the "Always Show Salesforce Log a Call Window" option

To ensure the Sales Engagement call flow is not interrupted by the standard log a call window, disable this setting.

Steps

  1. In Setup, search for Sales Engagement Settings in the search bar.

  2. Open Sales Engagement Settings.

  3. Go to the Automate tab.

  4. Deactivate Always Show Salesforce Log a Call Window.

Sales engagement 3.png

4. Place calls from the cadence work queue

To see the Sales Engagement CTI, AVO, and call resolution field, ensure the contact is part of a cadence. Make calls from the work queue, not from direct dialing in the CTI, or click to dial from the contact page.

By calling from the work queue, the Sales Engagement CTI will show the correct fields and allow you to select a call resolution, so the cadence can progress as expected.

Tip: If an agent still sees the standard CTI after completing these steps, double check that they are only assigned to the Sales Engagement CTI Call Center and that they are initiating calls directly from the Sales Engagement work queue.