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What is web telephony integration?
What is web telephony integration?
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2 Replies
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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.
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Hi
In addition to @SFDCHacker
Salesforce gives us the following powers with CTI as follows:
- 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:
You can refer following salesforce toolkit for much deeper information regarding CTI
http://resources.docs.salesforce.com/200/20/en-us/sfdc/pdf/salesforce_cti_developer_guide_2.pdf
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