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Introducing Open CTI

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:
  • CTI
  • JavaScript
  • Visualforce
  • Web services
  • Software development
  • The Salesforce console
  • Salesforce CRM Call Center

This guide explains how to use Open CTI in JavaScript to embed API calls and processes. Open CTI is only available for use with JavaScript pages; the examples in this guide are in JavaScript. The functionality it describes is available to your organization if you have Professional, Enterprise, Unlimited, Performance, or Developer Edition.

Open CTI is a browser-based JavaScript API. It uses browsers as clients to display SoftPhones. Open CTI:
  • 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 CTI.
  • Supports the following minimum browser requirements: Internet Explorer 8; Firefox 3.6; Safari 4; or Chrome 11.0.