Salesforce Open CTI Integration

CTI Integration is must for almost all business software. Salesforce Open CTI framework will help in integrating any telephony system software with very ease.
This video will explain about
1. What is CTI?
2. Benefit of CTI
3. What is Salesforce Open CTI
4. Integrate CTI with Salesforce
5. How to setup Open CTI
6. Demo with Twilio Flex
Blog : salesforcecodex...
#salesforcecti #ctiintegration #salesforceopencti #opencti
Integration Playlist:
• Integration Architectu...

[@KeerthanaU-e5p]

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

[@KeerthanaU-e5p]

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

[@deepthichittibala3141]

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

[@ugenkumari3463]

Helpful video but audio can be improved.

[@balkrishnayadav7564]

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

[@prashantmithari6161]

Please upload for Five9 CTI integration with salesforce.

[@saipooja7252]

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

[@ademirjarovic8985]

yes you can

[@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.

[@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.

[@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/

[@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.

[@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

[@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

[@beautyofnature1843]

Please upload for ameyo cti integratiom

[@SalesforceCodex]

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

[@sudhanshu02raj]

how to get that packages?

[@SalesforceCodex]

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

[@chauhanakash7240]

voice is not able to understand properly

[@puffythecutie7524]

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

[@agnibga]

Very poor audio