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Demystifying – Open CTI in Salesforce

Demystifying – Open CTI in Salesforce

What is Open CTI?

Computer-telephony integration (CTI) systems are frequently used in conjunction with CRM software to give quality contact center solutions to an organization’s end-customers. Thus, Open CTI is used in Salesforce to achieve customer-company connections.

Open CTI is a medium used to build & integrate remote CTI systems with Salesforce’s Call Center feature. It is overall a JavaScript API that uses JavaScript browser pages as its clients.

By Open CTI, you can make calls with a softphone directly inside Salesforce without installing CTI adapters.

This is how Open CTI connects to your telephony system.

Credits: https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm

Prior to Open CTI

Before Open CTI systems, Salesforce users were mandated to install a Desktop CTI adapter in their machines to have the option of making web-based softphone calls. But at present, there is no need to install CTI adapters on the Salesforce user’s machines. By adopting Open CTI, users can freely make calls in Salesforce without any blockade.

 With Open CTI you are able to:

  • Make a CTI system that integrates with Salesforce without the utilization of CTI adapters.
  • Make customizable softphones (call-control tools) that operate as fully integrated parts of Salesforce and the Salesforce console.
  • Serve users with CTI systems that are browser and platform agnostic, for instance, CTI for Microsoft® Internet Explorer®, Mozilla® Firefox®, Apple® Safari®, or Google Chrome™ on Mac, Linux, or Windows machines.

 Things to consider when starting work on Open CTI:

  • UI matters while implementing Open CTI as Open CTI implementations for Salesforce Classic and Lightning Experience are separate, distinct, and cannot be used interchangeably. There are separate Open CTI APIs for Salesforce Classic and Lightning Experience.
  • One should have basic familiarity with CTI, JavaScript, Visualforce, web services, software development, the Salesforce console, and the Salesforce Call Center.
  • The approach provided in the two APIs is not always the same. Some Salesforce Classic ways are not accessible in Lightning Experience and some have been renamed. Such as “isVisible()” is one of the methods available in Open CTI although executing Open CTI in classic this method name will be used and while implementing in Lightning Experience this approach name will be “isSoftPhonePanelVisible()“.

Benefits of Open CTI:

  • All Open CTI implementations use HTTPS which ensures that traffic between your telephony server and Salesforce is encrypted.
  • Open CTI lets you issue asynchronous calls. Asynchronous calls grant the client-side process to go on instead of waiting for a callback from the server. To issue an asynchronous call, you need to add an extra parameter with the API call, referred to as a callback function. When the result is ready, the server appeals to the callback method with the result. For example:
// Callback of API method: setSoftphoneHeight
var setSoftphoneHeightCallback = function (response) {
// Returns true if SoftPhone height was set successfully, false otherwise.
  if (response.result) {
    alert('Setting softphone height to 300px was successful.');
  }
  else {
     alert('Setting softphone height failed.');
  }
};
// Invokes setSoftphoneHeight API method.
function setSoftphoneHeight() {
   sforce.interaction.cti.setSoftphoneHeight(300, setSoftphoneHeightCallback);
}
  • You can utilize the Lightning Message Service API to interact with an Open CTI softphone.
  • No need to install a Desktop CTI adapter.

Requirements to install Open CTI in Salesforce:

  • You will need a call center definition file that contains a set of fields and values that are used to define a call center in Salesforce for a particular softphone. Salesforce uses call center definition files to hold the integration of Salesforce CRM Call Center with numerous CTI system vendors. For more information about it, you can prefer this link.
  • Provider Account
  • Provider authorization token
  • Provider Caller Number
  • Some coding for the successful installation of a call center in your Salesforce org.

For a demo softphone, you can prefer this link.

Reference

Sincere thanks to our Salesforce Consultant Salman for coming up with this blog post.

Want to read more on Salesforce?

Explore our all Salesforce tech blogs here.

Abhilasha Dabral

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