Salesforce Open CTI Integration

[@MrunaliPatil-j5u]

can u please share the link of packages that needs to be installed for Open CTI integration

[@KeerthanaU-e5p]

How to create phone to case? Should we do any automation or is it part of the setting?

[@KeerthanaU-e5p]

Hi How to achieve phone to case? Like when call isnt connected to agent then case has to be created.

[@balkrishnayadav7564]

Hii, I am getting some problem with the installation of OpenCTI Lightning Demo Adapter

[@ugenkumari3463]

Helpful video but audio can be improved.

[@saipooja7252]

Can we achieve call to case like whenever we recieve a call automatically case should be created ?

[@ademirjarovic8985]

yes you can

[@prashantmithari6161]

Please upload for Five9 CTI integration with salesforce.

[@TheAnonymousFx1]

Can I ask if Salesforce does cater for different contact IDs if the call was transferred to another Agent

[@SalesforceCodex]

Mostly Transfer is done using CTI part but we can put some information in SF also.

[@TheAnonymousFx1]

@@SalesforceCodex can I please ping you on LinkedIn have a bit of a problem I’m facing

[@deepthichittibala3141]

This video is very helpful.Could you please upload gensys cloud integration CTI .

[@mandin182]

Is it possible in a customized callcenter, to trigger a salesforce native alert or toast with an CTIopen event? imagine that as soon as the call is started I want to send to the salesforce window a toast. Thanks, nice video btw very helpfull

[@SalesforceCodex]

Yes, it is possible but it depends on CTI tool which you use. We have used Nice-In-Contact and we are able to achieve it. Even you are using other CTI tool/API check with vendor for support.

[@nikitadhuse971]

Hi, this was very helpful and detailed. However, if this is to be done for a different provider, how can we show the popup to the agent being called (routing handled on provider). Server side to client side communication of call details to show a relevant popup.

[@SalesforceCodex]

Hello Nikita, Which provider you are using?

[@nikitadhuse971]

@@SalesforceCodex Hi, thank you for replying, it is a private provider, which has a webhook to which all call events' data is passed. My concern lies in passing the call states from the webhook endpoint to the screen popup.

[@SalesforceCodex]

@@nikitadhuse971 Hello Nikita, Can we connect to see your use case. If yes, ping me on linked-in.

[@nikitadhuse971]

@@SalesforceCodex Could you please share your linked-in handle.

[@SalesforceCodex]

@@nikitadhuse971 Please connect at www.linkedin.com/in/dhaniksahni/

[@sudhanshu02raj]

how to get that packages?

[@SalesforceCodex]

Hello Sudhanshu, You can get it from the Twilio site.

[@salonisahare9741]

Thank you for this video. After integration, it is asking me to add login credentials? Where can i get Nice inContact username and password

[@beautyofnature1843]

Please upload for ameyo cti integratiom

[@SalesforceCodex]

Hello, We will try to integrate it. We will share detail for session for that

[@timwilliams5920]

@Salesforce Codex, you mention on slide "Benefits of CTI," when discussing no phones needed and using what existing systems, you said that they can use Lightning Dialer(LD). I was under the impression, from LD Implementation Guide, that you if you are using LD, you cannot have a Call Center. It is also my understanding that configuring a call center in SF is imperative for a CTI implementation. Is my understanding incorrect? BTW --Your Material is EXCELLENT. Thank you for doing these.

[@SalesforceCodex]

Hey Tim, I think, User can not use LD if that user is already using Open CTI. If he/she is not CTI using then can use LD.

[@pedroprada1]

Thank you for making videos that have specific integrations steps... Really helpful.... amazing content

[@SalesforceCodex]

Thank You @Pedro. We will have few more session on this topic in next month.

[@chauhanakash7240]

voice is not able to understand properly

[@puffythecutie7524]

youtube is such a scam...ads every 5 mins...

[@agnibga]

Very poor audio