How to configure a picklist or text area in the CTI

New fields can be added to the CTI if required. The following steps describe how to add a picklist and/or a text area.

1. In Salesforce Setup, add a new field.
2. In Call Center Configuration, add the same field.
3. Reload the CTI.

In Salesforce Setup

Navigate within Salesforce Setup to create a custom field in Salesforce. The location is different depending on whether Classic or Lightning is being used:

Classic

• Navigate to Customize|Activities|Activity Custom Fields and click the New button.
  

Lightning

• Navigate to Objects and Fields > Object Manager > Activity > Fields & Relationships and click the New button.

Create a Custom Field

Picklist

• In Step 1. Choose the field type, select Picklist and click Next.
• In Step 2. Enter the details, add values as follows:
  
  • Field Label - this is the label that is displayed in the CTI to identify the field. It should be unique yet descriptive so that it is clear this is what the picklist is for. In this example it is Picklist Label.
  • Values - the second option (Enter values, with each value separated by a new line) should be selected here, followed by entering a list (with each value on a separate line, as stated) of all of the options that are to be displayed in the picklist.
  • Field Name - this is the name that is listed in the Call Center Configuration, ready for selection. It is automatically populated when the Field Label is set with the same text, but with underscores in place of spaces. In this example it is Picklist_Label.
• Accept the rest of the steps with default values, and click Save.

Text Area

• In Step 1. Choose the field type, select Text Area and click Next.
• In Step 2. Enter the details, add values as follows:
  
  • Field Label - this is the label that is displayed in the CTI to identify the field. It should be unique yet descriptive so that it is clear this is what the text area is for. In this example it is Text Area Label.
  • Field Name - this is the name that is listed in the Call Center Configuration, ready for selection. It is automatically populated when the Field Label is set with the same text, but with underscores in place of spaces. In this example it is Text_Area_Label.
• Accept the rest of the steps with default values, and click Save.

Once created, it might look like this image below for an example called 'Call Priority Rank' that is a picklist.

You can see the values as well:

Continue below to see what it would look like in the CTI...

In Call Center Configuration

• In the Natterbox Call Center Configuration tab, click the Edit link corresponding to the configuration, and in Custom Log Template click New.
• From the Select the Field dropdown list, select the field name created in Setup (above):

Picklist

• For a picklist, insert the Value as {picklist} from the value dropdown list:
  

Text Area

• For a text area, insert the Value as {LogMessage_1} from the value dropdown list:
  

For the example, 'Call Priority Rank', it would look like the below when saved.

For Picklists and Text Areas

• Click Update in Custom Log Template.
• Click Save for the whole Call Center Configuration.

In the CTI

• Reload the call center on the CTI by dialling ##0.

This is what CTI 2.0 looks like with both a picklist (here selected) and a text area, as created above:

This is what the Freedom CTI looks like when on the Wrap Up Details screen with a custom picklist field:

The values can easily be selected from the dropdown: