Symptom
When opening the Aircall application within Salesforce (known as the CTI), an agent sees the standard Aircall CTI rather than the Sales Engagement CTI with the Aircall Voice Object (AVO) and call resolution field. For this reason, the agent cannot select a call resolution and the contact cannot move on to the next step of the cadence.
Cause
There are several reasons why an agent cannot see the Aircall CTI for Sales Engagement:
-
The CTI was not correctly installed:
The agent is viewing the standard CTI rather than the CTI for Sales Engagement. - The agent was not added to the call center for that particular CTI
-
The Salesforce contact was not added to a Cadence:
The contact needs to be part of a cadence to ensure that the agent can select a resolution while handling the call. -
The agent is calling the customer outside the work queue:
The agent is calling the customer directly from the CTI, or via the click-to-dial option, rather than calling from the work queue.
Solution
- Ensure that the CTI was successfully installed by following the instructions from this article: Aircall for Sales Engagement (Salesforce V4) Installation Guide
- To use Sales Engagement CTI correctly, the agent’s name should be removed from the classic CTI, as both Aircall CTIs cannot be used at the same time:
- In the Salesforce Setup console, search for Call Centers in the search bar, then click on Aircall CTI for Salesforce
- Scroll down and click on the Manage Call Center Users button
- Remove the agent’s name from the list
- Double check that the Always Show Salesforce Log a Call Window is disabled
- Search for Sales Engagement Settings in your search bar
- Click on the Automate tab, then deactivate Always Show Salesforce Log a Call Window
You're now ready to make calls from a cadence, without having to go through your customer's contact page.