Activity Forums Salesforce® Discussions What is web telephony integration?

  • SFDCHacker

    May 17, 2016 at 6:36 am

    Web telephony integration or Computer telephony integration or CTI in short, is a name for any technology that allow integration of telephony services with computer systems. Usually used for co-coordinating, managing, recording, analyzing, and maintaining call records on computer, and making the calling process more efficient.

    For example in Salesforce, imaging how easy it would be for calling agents if they can start a phone conversation with a lead just by clicking a button in lead info page.

  • Utsav

    June 1, 2016 at 1:41 pm


    In addition to @SFDCHacker

    Salesforce gives us the following powers with CTI as follows:

    1. Build CTI systems that integrate with Salesforce without the use of CTI adapters.
    2. Create customizable SoftPhones (call-control tools) that function as fully integrated parts of Salesforce and the Salesforce console.
    3. Provide users with CTI systems that are browser and platform agnostic, for example, CTI for Microsoft® Internet Explorer®, Mozilla® Firefox®, Apple® Safari®, or Google Chrome™ on Mac, Linux, or Windows machines.
    4. Developers use Open CTI in JavaScript to embed API calls and processes; Open CTI is only available for use with JavaScript pages. To use Open CTI, developers should have a basic familiarity with:

    You can refer following salesforce toolkit for much deeper information regarding CTI

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