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I am preparing for service cloud consultant exam. I have a little bit of experience in supporting CTI integration issues as salesforce developer due to my current project.

But there are few points i need to clear regarding CTI integration In Service console.

Below are my queries -

  1. From scratch As a salesforce developer what is the key responsibility for CTI Integration in Salesforce service console ?
  2. What i should recommend to client if they ask for CTI implementation in their service console application ?
  3. What need to be done from a salesforce developer end-point and customer end point. what is the process ?

Please advise!

Thanks
Nirmallya

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I have no idea of these are the "correct" answers but they are what make sense to me:

From scratch As a salesforce developer what is the key responsibility for CTI Integration in Salesforce service console ?

Screen pop entities which match phone numbers and create call log related to those entities to record details of the call.

What i should recommend to client if they ask for CTI implementation in their service console application ?

Since CTI implementations are generally tied to the phone system you're using I'd start by checking with the phone system vendor. If you haven't picked a phone system then you could make support for an Open CTI Call Center adapter a requirement. If you already have a phone system and it doesn't support open CTI then your only option would be to develop an Open CTI based Call Center adapter using an appropriate vendor supported CTI interface.

What need to be done from a salesforce developer end-point and customer end point. what is the process ?

See last response...

  • Appreciate your response. If client try to implement service cloud CTI functionality in salesforce, below are the scenario need to take care As per my understanding - a) Install a appExchange Product in Saleseforce .i.e. Avaya which contains Visualforce fage(Softphone Screen) and a controller. b) Now question is - In Which number customer is suppose to call ? c) When the call comes which parameter comes to salesforce ? – Nirmallya Ghosh Apr 7 '17 at 12:47

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