If you encounter issues with the call center definition file while installing the Aircall Salesforce CTI package, or you simply need to add the CTI manually, you can import Aircall's CTI into your Salesforce environment using an XML call center definition file.

Prepare the call center definition file

You will first need to save Aircall's call center definition as an XML file.

Steps

  1. Open a text editor such as Notepad (Windows) or BBEdit (Mac).
  2. Copy the full XML content below and paste it into your text editor.
  3. Save the file:
    • Click Save or Save As in your text editor.
    • Choose a file name and make sure it ends with .xml (for example, aircall_call_center.xml).
    • Confirm that the file type is saved as XML if your editor prompts for a format.
<callCenter>
  <section sortOrder='0' name='reqGeneralInfo' label='General Information'>
    <item sortOrder='0' name='reqInternalName' label='InternalName'>AircallCTI</item>
    <item sortOrder='1' name='reqDisplayName' label='Display Name'>Aircall CTI for Salesforce</item>
    <item sortOrder='2' name='reqAdapterUrl' label='CTI Adapter URL'>https://cti.aircall.io/salesforce</item>
    <item sortOrder='3' name='reqStandbyUrl' label='CTI Adapter URL2'>https://cti.aircall.io/salesforce</item>
    <item sortOrder='4' name='reqTimeout' label='Request Timeout'>10000</item>
    <item sortOrder='5' name='reqUseApi' label='Use CTI API'>true</item>
    <item sortOrder='6' name='reqSoftphoneHeight' label='Softphone Height'>666</item>
    <item sortOrder='7' name='reqSoftphoneWidth' label='Softphone Width'>375</item>
    <item sortOrder='8' name='reqSalesforceCompatibilityMode' label='Salesforce Compatibility Mode'>Classic_and_Lightning</item>
  </section>
  <section sortOrder='1' name='reqDialingOptions' label='Dialing Options'>
    <item sortOrder='0' name='reqOutsidePrefix' label='Outside Prefix'></item>
    <item sortOrder='1' name='reqLongDistPrefix' label='Long Distance Prefix'></item>
    <item sortOrder='2' name='reqInternationalPrefix' label='International Prefix'></item>
  </section>
  <section sortOrder='2' name='reqPhoneDemoSettings' label='Phone Demo Settings'>
    <item sortOrder='0' name='reqSimulatedIncomingPhoneNumber' label='Simulated Incoming Phone Number'></item>
    <item sortOrder='1' name='reqCTIProvider' label='CTI Provider'></item>
    <item sortOrder='2' name='reqProviderAccount' label='Provider Account'></item>
    <item sortOrder='3' name='reqProviderAuthToken' label='Provider Auth Token'></item>
    <item sortOrder='4' name='reqProviderCallerNumber' label='Provider Caller Number'></item>
  </section>
</callCenter>
Note: Instead of copying and pasting, you can also download the XML file directly from the attachment at the bottom of this article.
Important: When downloading the XML file via the attachment link, your browser may display a warning. Select "Download anyway" to proceed with the download.

Import the CTI definition into Salesforce

Once you have the XML file saved, you can import it into Salesforce as a new Call Center.

Steps

  1. Log in to Salesforce.
  2. Go to Setup.
  3. In the Quick Find bar, type Call Center.
  1. Select Call Centers from the results.
  2. Click Import.
  1. Click Choose File (or Browse), then select the XML file you created in the previous step.
  2. Click Import to upload the file.

After the import completes, Aircall CTI for Salesforce will be added as a Call Center in your environment.

Complete CTI configuration in Salesforce

With the Aircall CTI definition imported, you still need to finish configuring it for your users.

Steps

  1. Open the newly imported Aircall CTI Call Center in Salesforce Setup.
  2. Follow the remaining configuration steps described in the relevant setup guides:
  3. Assign users to the Call Center and complete any remaining configuration as described in those articles.

Once these steps are complete, your Aircall CTI will be ready for use in Salesforce.