Salesforce + Vobiz | Open CTI Softphone & Call Logging

Vobiz Calling for Salesforce puts a Vobiz softphone inside Salesforce Lightning. Your agents make and take real phone calls in the browser, from a panel in the Salesforce utility bar. Phone numbers across Salesforce become click-to-dial, the matching record opens when a call starts, and every finished call is logged as a completed Task. It is built on Salesforce Open CTI, so there is no package to install and no AppExchange review. You run a small calling backend, included in the repository, and Salesforce frames the panel it serves.

Source code

vobiz-ai/Vobiz-Salesforce-Calling — the panel, the calling backend and the Call Center definition.

SIP Endpoints

The endpoints the panel registers as.

What you get


Click-to-call	Click any phone number in Salesforce, or type one, with two-way audio in the browser
Inbound calls with screen pop	Calls to your Vobiz number ring the panel with Accept and Decline, and the caller’s record opens while it rings
Call logging	Each finished call is written as a completed Task against the matching record
Recording	Tick Record this call; play recordings back in the Vobiz Console
Caller ID choice	Pick which of your Vobiz numbers outgoing calls show
Multi-agent	Each agent has their own line; an inbound call rings every open panel on the account, and the first to accept takes it
Two ways to sign in	Your Vobiz account (Auth ID and Auth Token), or an existing SIP endpoint
Voicemail	A caller nobody answers can leave a message

How it works

   Salesforce (Lightning)                 your backend                   Vobiz
 ┌────────────────────────┐   HTTPS   ┌──────────────────┐  REST API  ┌──────────┐
 │  Open CTI panel        │ ────────▶ │ backend/server.js│ ─────────▶ │ API      │
 │  (utility bar)         │ ◀──────── │                  │ ◀───────── │ webhooks │
 └───────────┬────────────┘           └──────────────────┘            └────┬─────┘
             │                                                             │
             └──────────── SIP over secure WebSocket + call audio ─────────┘

Salesforce frames a page you host. A Call Center record holds the panel’s URL; the panel uses Open CTI to make numbers clickable, open records and write Tasks.
Your backend serves the panel and talks to Vobiz. The panel never calls the Vobiz API itself. The backend calls the Vobiz REST API and answers Vobiz’s webhooks.
Audio goes straight between the browser and Vobiz. The panel registers as a Vobiz SIP endpoint over a secure WebSocket. Call audio never passes through your backend.
Outbound: the browser places the call, Vobiz asks your backend what to do, and the backend puts the agent in a conference room and dials the destination into it.
Inbound: the backend holds the caller in a conference room with hold audio and the panel rings. When the agent accepts, the panel joins that room.

Because each call is a conference with two legs, each call produces two Vobiz call records (CDRs), one per leg, with matching durations.

Prerequisites

Requirement	Details
Vobiz account	Your Auth ID and Auth Token from the Vobiz Console dashboard, under API credentials; at least one phone number; and balance for calls
Salesforce	Lightning Experience in an edition with Call Centers and Open CTI (Professional, Enterprise, Performance, Unlimited or Developer Edition), and admin rights
My Domain URL	`https://your-org.my.salesforce.com`, from Setup → My Domain — not the `lightning.force.com` address you browse
A server	Node.js 20.12 or later. The backend has no dependencies
A public HTTPS URL	For the backend, such as `https://calling.example.com`, with a valid certificate. Salesforce will not frame a plain-HTTP page
Agents	A current desktop Chrome, Edge or Firefox, and a microphone

Set it up

Get the code and configure the backend

git clone https://github.com/vobiz-ai/Vobiz-Salesforce-Calling.git
cd Vobiz-Salesforce-Calling
cp backend/.env.example backend/.env

In backend/.env, set PUBLIC_BASE_URL to the backend’s public HTTPS address, with no trailing slash:

PUBLIC_BASE_URL=https://calling.example.com
PORT=8080

No Vobiz credentials go here. Agents sign in from the panel.

Start it and expose it over HTTPS

npm start

Put it behind HTTPS at PUBLIC_BASE_URL, then check it from outside your network:

curl https://calling.example.com/healthz      # {"ok":true}

For a quick trial on your own machine, cloudflared tunnel --url http://localhost:8080 gives you a public HTTPS address. Use a tunnel that does not show a browser warning page — Salesforce cannot display one inside its frame.

Trust the backend in Salesforce

Setup → Trusted URLs → New Trusted URL:

URL: your backend’s origin, e.g. https://calling.example.com
CSP Context: All
CSP Directives: tick frame-src and connect-src
Permissions Policy Directives: tick microphone

If microphone is greyed out, go to Setup → Session Settings → Browser Feature Permissions, set Microphone to Trusted URLs Only, save, and come back.

Without frame-src, the phone panel is a blank box. Without the microphone permission, calls connect with no audio.

Import the Call Center

Setup → Call Centers → Import, and choose call-center/call-center-definition.xml from the repository. Open the imported Vobiz Calling record, click Edit, and set CTI Adapter URL to:

https://calling.example.com/salesforce/softphone.html?org=https://your-org.my.salesforce.com&agentId=agent-one

Use your own backend host, your own My Domain URL, and an agentId for this agent (letters, digits, - or _, up to 40 characters). Type a plain & here; the & in the XML file is only XML escaping.

Assign the agent

On the Call Center record, click Manage Call Center Users → Add More Users, select the agent, and click Add to Call Center.

Add the Open CTI Softphone utility item

Setup → App Manager → your Lightning app (for example Service Console) → Edit → Utility Items (Desktop Only) → Add Utility Item → Open CTI Softphone. Set the height to at least 600 and the width to 400, then save.

Hard-refresh and open the phone

Open the app and hard-refresh with Ctrl+Shift+R (Cmd+Shift+R on a Mac). Salesforce caches the adapter URL, so a normal refresh keeps the old one. Click Phone in the utility bar and sign in.

Several agents

Salesforce stores one adapter URL per Call Center, so create one Call Center per agent. For each extra agent, copy call-center-definition.xml, change its InternalName, Display Name and the agentId in the adapter URL, import the copy, and assign that agent to it.

Every agent on the same Vobiz account needs a different agentId. The agentId decides which SIP endpoint an agent gets, so two agents sharing one would take each other’s calls. Agents on different Vobiz accounts can reuse a value.

The panel has two tabs. Any Vobiz account works with either, and agents on different Vobiz accounts can share one backend.

Salesforce Service Console with the Phone utility panel open, showing Sign in to Vobiz with Vobiz account and SIP direct tabs, an Auth ID field, a masked Auth Token, and a Log in button — The panel in the Salesforce utility bar, on the Vobiz account tab.

Vobiz account (recommended)
SIP direct

Enter your Auth ID (MA_XXXXXXXX) and Auth Token, then click Log in.The backend checks them with Vobiz, lists the account’s numbers, and sets up in your Vobiz account:

What	Details
One application, `VobizSF`	Answer URL `https://calling.example.com/answer`. Reused if it exists; an application with any other answer URL is never changed
One SIP endpoint per agent	Alias `vobiz-sf-<agentId>`, attached to `VobizSF`. Each sign-in gives it a new random password that only that agent’s browser receives

The panel then registers, and the status badge turns green.

Sign in as an endpoint you already have, without giving the backend your Auth Token. Enter the endpoint’s SIP username and SIP password, and Calling from — the number outgoing calls show, in E.164 format (+91XXXXXXXXXX), which must be on the endpoint’s account. Click Connect.Before an agent uses SIP direct, in the Vobiz Console:

Voice → Applications → Create an application with answer URL https://calling.example.com/answer, method POST, and the same hangup URL.
Voice → Endpoints: set the endpoint’s Application to it.
Phone Numbers: attach the Calling from number to the same application.

The repository README has the same three steps as Vobiz API calls.

Choose a caller ID

On the Vobiz account tab, Calling from lists every active, voice-enabled number on the account, with the application each is on now. The first is selected; pick another at any time. The backend refuses any number that is not on the account.

The panel with the Calling from field expanded into a dropdown of account numbers above a Record this call checkbox — Selecting the outbound caller ID.

What SIP direct does differently

Outbound works as with an account sign-in: click-to-dial, screen pop, recording and the call Task.
Inbound calls to the Calling from number ring the panel directly. The caller’s record opens while it rings and the call is logged as a Task — answered, missed or declined. To record these calls and send them to voicemail, use a Vobiz account sign-in.
The Calling from dropdown and Enable inbound calls come with a Vobiz account sign-in; the panel says Sign in with your Vobiz account to use this.

Enable inbound calls

On the Vobiz account tab, click Enable inbound calls once, under Receive calls here. The backend:

finds or creates an application named VobizSF_in with answer URL https://calling.example.com/inbound-answer, and
attaches the number selected in Calling from to it.

This moves the number off the application it is on now, so whatever that number was routed to stops receiving its calls. The dropdown shows the number’s current application, and the panel names the application it was moved off. This button is the only thing in the integration that changes a number’s routing. To undo it, attach the number to its previous application in the Vobiz Console.

The Receive calls here section with an Enable inbound calls button and a line confirming that inbound calls to the account number now ring this panel — Inbound enabled — the panel names the number now routed to it.

To route several numbers, select each in Calling from and click Enable inbound calls for each.

Using it

Make a call

Wait for the status badge to turn green — the Call button stays disabled until the panel is signed in and registered. Type a number in E.164 format and click Call, or click any phone number in Salesforce. The first call asks for microphone permission; allow it.

The Place a call step showing a destination in the Number to call field, a ticked Record this call checkbox, and a Call button — A destination entered, with recording armed.

If the other side is busy or rejects the call, it ends straight away. If nobody answers, it ends after 45 seconds (OUTBOUND_RING_SECONDS).

Receive a call

A call to an enabled number rings every open panel signed in to that Vobiz account, while the caller hears Please hold while we connect you. The panel plays a ringtone, shows the caller’s number and opens their record.

Accept (or Enter) connects you. The first agent to accept takes the call.
Decline (or Esc) sends the caller to voicemail.
Unanswered after 45 seconds (INBOUND_RING_SECONDS), the caller goes to voicemail.

The panel showing a green READY badge and an incoming-call card with the caller number, Accept and Decline buttons, and the hint Enter to accept, Escape to decline — An incoming call, with keyboard shortcuts.

The caller goes straight to voicemail when no panel on the account is listening — the Salesforce tab is closed, or every agent is on a call or already ringing. If nobody from the account has signed in since the backend started, the caller hears Sorry, this number cannot take calls right now.

Keep one Salesforce tab with the panel open. Several tabs register the same phone line and replace each other.

Call logging

When a call ends, the panel writes a completed Task, which appears in the record’s Activity History:

Task field	Value
Subject and Comments	`Vobiz call to +91XXXXXXXXXX` or `Vobiz call from +91XXXXXXXXXX`, with `(no answer)`, `(missed)` or `(declined)` added when nobody talked
Call Type	`Outbound` or `Inbound`
Call Duration	Talk time in seconds. Outbound, it starts when the other person answers, so ringing is not counted; inbound, when you accept. 0 if nobody answered
Call Result	`No answer` (outbound), `Missed` or `Declined` (SIP direct inbound) when nobody talked; empty otherwise
Status	`Completed`
Due Date	The day of the call
Name or Related To	A matched Contact or Lead as Name; any other record (an Account, for example) as Related To

Screen pop. A click-to-dial uses the record you clicked. A typed number, and an inbound caller’s number, are searched when the call starts: one match opens automatically, several leave Salesforce’s search results for you to choose, and no match logs the Task without a related record. A Salesforce error never interrupts a call.

Recordings

Tick Record this call before you click Call — or before Accept for an inbound call; recording starts when you join, so hold time is not included. Recorded calls are billed by Vobiz.

Recordings and voicemail messages are stored in your Vobiz account. Play or download them in Vobiz Console → Voice → Recordings. The panel and the backend do not list or serve recordings.

Configuration

Backend environment variables

Set in backend/.env or the environment. There are no Vobiz credentials in the backend’s configuration.

Variable	Required	Default	Meaning
`PUBLIC_BASE_URL`	Yes	—	Public `https://` address of the backend, no trailing slash. All webhook URLs are built from it
`PORT`	No	`8080`	Port to listen on
`DATA_DIR`	No	`backend/data`	Where `endpoints.json` (which endpoint belongs to which agent) is kept
`SALESFORCE_FRAME_ANCESTORS`	No	`https://.lightning.force.com https://.my.salesforce.com https://*.force.com`	Sites allowed to frame the panel
`REQUIRE_VOBIZ_SIGNATURE`	No	`false`	`true` refuses webhooks without a Vobiz signature. Signed webhooks are always checked
`INBOUND_RING_SECONDS`	No	`45`	How long an inbound call rings before voicemail
`OUTBOUND_RING_SECONDS`	No	`45`	How long an outbound destination rings before the call is given up
`SESSION_HOURS`	No	`12`	How long a panel sign-in lasts
`VOBIZ_API_BASE`	No	`https://api.vobiz.ai`	Vobiz API address. Leave unset unless Vobiz support tells you otherwise

CTI Adapter URL parameters

Parameter	Required	Default	Meaning
`org`	Yes	Derived from the framing page	Your My Domain URL. The panel loads Open CTI from it and accepts only Salesforce hosts
`agentId`	Yes	—	This agent’s identity: 1–40 letters, digits, `-` or `_`. Unique per agent on a Vobiz account
`registrarUrl`	No	`wss://registrar.vobiz.ai:5063/`	Vobiz SIP registrar; must be a `wss://` address on `vobiz.ai`
`apiVersion`	No	`64.0`	Open CTI API version, such as `62.0`

Running it in production

HTTPS on a stable hostname. If the hostname changes, update PUBLIC_BASE_URL, every adapter URL and the Trusted URL, and have agents sign in again.
Run one instance. Sessions and calls in progress live in one process’s memory.
Keep DATA_DIR on persistent storage, and private.
Set REQUIRE_VOBIZ_SIGNATURE=true once you have confirmed your account signs webhooks.
Keep the process running with a service manager; GET /healthz returns {"ok":true}.
Scope the Trusted URL to your exact backend origin, not a wildcard.

Security and privacy

Your Auth Token never reaches the browser and is never stored on disk. The backend keeps it in memory only and never logs it.
On disk, the backend keeps only endpoints.json: endpoint ids and SIP usernames per agent — no passwords, tokens or call data.
The browser receives the agent’s SIP username, a SIP password that changes on every sign-in, the account’s numbers, and an HttpOnly session cookie. The SIP password goes only to the Vobiz registrar.
The browser stores nothing on the Vobiz account tab. On SIP direct, only if the agent ticks Remember these: that endpoint’s username, password and caller ID, in local storage.
Cross-site requests are refused. The backend accepts panel requests only as JSON from its own origin and sends no CORS headers.
Only an agent’s own line can spend their account, and only Salesforce can frame the panel.
Webhook signatures are verified with the owning account’s Auth Token when present; a bad signature is refused.
No recording links. Recordings are played in the Vobiz Console only.

Troubleshooting

The phone panel is blank

The backend’s origin is not a Trusted URL with frame-src ticked, or the adapter URL is plain HTTP. If you use a tunnel, make sure it does not show a browser warning page.

No Phone item in the utility bar

Assign the user with Manage Call Center Users, and add Open CTI Softphone to the app in App Manager.

A change to the adapter URL has no effect

Salesforce caches it. Hard-refresh with Ctrl+Shift+R.

“Salesforce org not known” or “Not configured”

The adapter URL is missing org (or it is not a Salesforce host), or missing agentId.

“Cannot reach the calling backend”

The backend is down, or the panel is not served by the backend. Check https://calling.example.com/healthz, and load the panel from https://calling.example.com/salesforce/softphone.html — it only talks to the address it was loaded from.

“Vobiz rejected that Auth ID and Auth Token”

Copy both again from Console → API credentials. The Auth Token is not your login password.

The Call button stays disabled

The hint under the button says what is missing: sign-in, registration, or — if the panel says the account has no phone numbers yet — an active, voice-enabled number on the account.

The call connects with no audio

Salesforce is blocking the microphone. Tick microphone on the Trusted URL; if it is greyed out, set Session Settings → Browser Feature Permissions → Microphone to Trusted URLs Only first. Then check the browser’s site settings.

Inbound callers go straight to voicemail

No panel on that account was listening. Keep the Salesforce tab with the panel open and signed in; an agent already on a call is not rung.

Inbound callers hear “this number cannot take calls right now”

Nobody from that account has signed in since the backend started, or (SIP direct) no agent is signed in with that number as Calling from.

Inbound calls never reach the panel

The number is not attached to the integration’s application. Click Enable inbound calls, or for SIP direct attach the number to your application.

SIP direct calls fail as soon as they start

The endpoint is not attached to an application whose answer URL is https://calling.example.com/answer, or Calling from is not a number on that account.

Every call fails and the backend logs “signature invalid”

PUBLIC_BASE_URL does not match the address Vobiz was given. Set it exactly, restart, and sign in again.

Operating notes

Sign in again after the backend restarts, and run one backend instance — sessions are held in memory.
Each call has two CDRs, one per leg.
Use one agent per Call Center, and one Salesforce tab per agent.
Each agent takes one inbound call at a time. Other callers go to voicemail.
Agents call from the browser.
Calls are logged as Tasks.
Recordings and voicemails are in the Vobiz Console.
A Vobiz account sign-in gives you the caller ID dropdown, Enable inbound calls, and recording and voicemail for inbound calls.
Serve the panel from the backend. It talks to the address it was loaded from.

Next steps

Source code and README — setup, configuration and the backend contract for building your own backend.
SIP Endpoints — the endpoints the panel registers as.
Applications — where the VobizSF and VobizSF_in applications appear.
Call Detail Records — reading the two CDRs each call produces.

AI Voice Platforms

Official SDKs

Browser & WebRTC

Business Phone Systems

CRM & Helpdesk

Workflow Automation

Migrations

Salesforce + Vobiz | Open CTI Softphone & Call Logging

Source code

SIP Endpoints

What you get

How it works

Prerequisites

Set it up

Several agents

Choose a caller ID

What SIP direct does differently

Enable inbound calls

Using it

Make a call

Receive a call

Call logging

Recordings

Configuration

Backend environment variables

CTI Adapter URL parameters

Running it in production

Security and privacy

Troubleshooting

Operating notes

Next steps

Source code

SIP Endpoints

​What you get

​How it works

​Prerequisites

​Set it up

​Several agents

​Sign in

​Choose a caller ID

​What SIP direct does differently

​Enable inbound calls

​Using it

​Make a call

​Receive a call

​Call logging

​Recordings

​Configuration

​Backend environment variables

​CTI Adapter URL parameters

​Running it in production

​Security and privacy

​Troubleshooting

​Operating notes

​Next steps

What you get

How it works

Prerequisites

Set it up

Several agents

Sign in

Choose a caller ID

What SIP direct does differently

Enable inbound calls

Using it

Make a call

Receive a call

Call logging

Recordings

Configuration

Backend environment variables

CTI Adapter URL parameters

Running it in production

Security and privacy

Troubleshooting

Operating notes

Next steps