Salesforce CRM Call Center seamlessly
integrates Salesforce with third-party computer-telephony integration (CTI) systems.
Before the introduction of Open CTI, Salesforce users
could only use the features of a CTI system after they installed a
CTI adapter program on their machines. Yet such programs often included
desktop software that required maintenance and didn’t offer
the benefits of cloud architecture. Open CTI lets developers:
- 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.
To use this guide, you should have a basic familiarity with:
- Web services
- Software development
- The Salesforce console
- Salesforce CRM Call Center
This guide explains how to use Open
embed API calls and processes. Open
organization if you have Professional, Enterprise, Unlimited, Performance, or Developer Edition.
is a browser-based
. It uses browsers as clients to display SoftPhones. Open
- Matches the API version
for any given release. For example, if the current version of SOAP API is 25.0,
then there's also a version 25.0 of Open
- Supports the following minimum browser requirements: Internet
Explorer 8; Firefox 3.6; Safari 4; or Chrome 11.0.