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Do we need to integrate any 3rd party to implement Open CTI in Salesforce?
Do we need to integrate any 3rd party to implement Open CTI in Salesforce? I know about one i.e. Twillio. So, to implement open CTI do we need to integrate Twillio services.
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3 Replies
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Hi Himanshu,
Actually there are two ways of integration of salesforce with CTI systems:
- CTI integration using open CTI tool.
- CTI integration using telephony service provider api.
We can integrate CTI with salesforce without using third party.
Thanks
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Salesforce CRM Call Center seamlessly integrates Salesforce with third-party computer-telephony integration (CTI) systems. Before the introduction of Open CTI, Salesforce users could only use the features of a CTI system after they installed a CTI adapter program on their machines. Yet such programs often included desktop software that required maintenance and didn’t offer the benefits of cloud architecture. Open CTI lets developers:
- Build CTI systems that integrate with Salesforce without the use of CTI adapters.
- Create customizable SoftPhones (call-control tools) that function as fully integrated parts of Salesforce and the Salesforce console.
- 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.
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:
- CTI
- JavaScript
- Visualforce
- Web services
- Software development
- The Salesforce console
- Salesforce CRM Call Center
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OPEN CTI lightening comp Implementation is integrated with SF call center in Lightening & vice Versa for classic.
– answer by Baba Ross via twitter
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