Salesforce Console Integration Toolkit Developer's Guide

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Methods for Computer-Telephony Integration (CTI)

Salesforce CRM Call Center seamlessly integrates Salesforce with third-party computer-telephony integration (CTI) systems. After a lightweight CTI adapter program has been installed on a Salesforce user's machine, the user can use the features of a CTI system through the Salesforce SoftPhone, a customizable call-control tool that appears in the footer of the Salesforce console or in sidebar of every Salesforce page.

For more information on CTI, see “Call Center Overview” in the Salesforce online help.

You can use the following methods for a CTI system with the Salesforce console:
Method Description
getCallAttachedData() Returns the attached data of a call represented by the call object ID or null if there isn’t an active call. The data is returned in JSON format. This method is for computer-telephony integration (CTI); it’s only available in API version 24.0 or later.
getCallObjectIds() Returns any active call object IDs in the order in which they arrived or null if there aren’t any active calls. This method is for computer-telephony integration (CTI); it’s only available in API version 24.0 or later.
onCallBegin() Registers a function that is called when a call begins (comes in). This method is for computer-telephony integration (CTI); it’s only available in API version 24.0 or later.
onCallEnd() Registers a function that is called when a call ends. This method is for computer-telephony integration (CTI); it’s only available in API version 24.0 or later.
sendCTIMessage() Sends a message to the CTI adapter. This method is for computer-telephony integration (CTI); it’s only available in API version 24.0 or later.