I need some help regarding the implementation of CTI.
We currently have an hosted phone service with no salesforce adapter. But they can send an http message when an incoming call is received on an hard phone. Users will not using softphone to dial number, hold the line...
My requirement is very simple : 1) An incoming call is received by my salesforce user on his hard phone 2) My hosted phone service send an http message to salesforce 3) If the contact is unique, the record pop-up in a new window. If several contacts have the same phone number, a new window is open with all the records.
Seem simple but i don't figure what is the better and cleaner way to do that. My guess was to create a visualforce page, hosted in a salesforce site which can take parameters and create a record in a custom objet. Another Visualforce page, displayed in the sidebar check every 3 secondes if there is a new record on this table, regarding the user.
That's my developer way to do this. But is there another way to do that in a proper way Open CTI or something else ? Does i need to create a call center in salesforce ? A CTI Adapter ? If yes, what will be the adapter url ?
I'm a bit confused.