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Activity › Forums › Salesforce® Discussions › Do we need to integrate any 3rd party to implement Open CTI in Salesforce?

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  • Surbhi

    Member
    June 17, 2016 at 12:32 PM

    Hi Himanshu,

    Actually there are two ways of integration of salesforce with CTI systems:

    1. CTI integration using open CTI tool.
    2. CTI integration using telephony service provider api.

    We can integrate CTI with salesforce without using third party.

    Thanks

     

  • Gourav

    Member
    June 20, 2016 at 3:24 PM

    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.

    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:

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

  • Abhay

    Member
    October 14, 2017 at 6:39 PM

    OPEN CTI lightening comp Implementation is integrated with SF call center in Lightening & vice Versa for classic.
    - answer by Baba Ross via twitter

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