Salesforce Console Integration Toolkit Developer's Guide

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Methods for Computer-Telephony Integration (CTI)

Salesforce Call Center seamlessly integrates Salesforce with Computer-Telephony Integration systems. Whether developers create a CTI system with Open CTI or the CTI Toolkit, console users access telephony features through a SoftPhone, which is a call-control tool that appears in the footer of a console. For more information, see “Salesforce Open CTI Overview” and “Call Center Overview” in the Salesforce Help.

You can use the following methods for a CTI system with a console:
Method Description
fireOnCallBegin() Fires an event that notifies a call has begun. Use to get information or send information between an interaction log and a custom console component. This method is only available in API version 31.0 or later.
fireOnCallEnd() Fires an event that notifies a call has ended. Use to get information or send information between an interaction log and a custom console component. This method is only available in API version 31.0 or later.
fireOnCallLogSaved() Calls the eventHandler function registered with onCallLogSaved(). Use to get information or send information between an interaction log and a custom console component.. This method is only available in API version 31.0 or later.
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.
onCallLogSaved() Registers a function that is fired when an interaction log saves a call log. Use to get information or send information between an interaction log and a custom console component. This method is only available in API version 31.0 or later.
onSendCTIMessage() Registers a function that is fired when a message is sent with the sendCTIMessage(). Use to get information or send information between an interaction log and a custom console component. This method is only available in API version 31.0 or later.
sendCTIMessage() Sends a message to the CTI adapter or Open CTI. This method is for computer-telephony integration (CTI); it’s only available in API version 24.0 or later.
setCallAttachedData() Sets the call data associated with a call object ID. Use to get information or send information between an interaction log and a custom console component.This method is only available in API version 31.0 or later.
setCallObjectIds() Sets call object IDs, in ascending order of arrival. This method is only available in API version 31.0 or later.