Installing from Lightning Flow Setup.
- Choose Voice Support Setup.
- Click Start.
- Under Select Your Voice Provider, choose Amazon Connect CTI Adapter.
- Click Agree to Terms and Conditions and then Install Package.
- Under Add Voice Service Provider Details, input the URL to the Amazon Connect instance.
- Whitelist your Salesforce domain within Amazon Connect.
- Under Who’s Answering the Phone?, select the name of the users who will be accessing the phone configuration.
- Click Finish and launch the Amazon Connect Setup Guide to walk through configuration.
Full Answer
How can I integrate with Salesforce without CTI adapters?
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.
How do I display CTI functionality in Salesforce?
To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines.
How does open CTI connect to your telephony system?
Here’s how Open CTI connects to your telephony system. The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce Classic and Lightning Experience. You can’t swap the two Open CTI APIs in custom JavaScript code because they behave and function differently.
What can I do with the CTI toolkit?
The CTI Toolkit is an API that allows one to build an integration to a telephony system. Out of the box, it will not integrate to anything, so your installation of the CTI Toolkit won't help you much. The Demo Adapter is a simulator built using the CTI Toolkit that shows what a CTI integration can do.
What is a CTI adapter?
A lightweight software program that controls the appearance and behavior of a Salesforce softphone. The adapter acts as an intermediary between a third-party computer telephony integration (CTI) system, Salesforce, and a Salesforce CRM Call Center user.
How do I add Amazon connect to Salesforce?
Open Salesforce and in Setup, search Call Centers. Select Amazon Connect CCP Adapter Lightning. Choose Edit, then add the link to your Amazon Connect instance (not the same as the Origin URL). Choose Save, then Manage Call Center Users.
What is CTI Salesforce?
Salesforce CTI is one of the most popular methods used to connect organizations' telephone and computer systems. CTI allows data to be used and sent between computers, phones, and other core service and sales systems, such as CRM. CTI for Salesforce allows phone conversations and calls to be made into data.
What is Amazon Connect CTI adapter?
The Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce now enables customers to extend their Contact Control Panel (CCP) with customizable buttons called CTI Actions. These buttons can be configured in Salesforce and used to simplify common agent actions.
How do I integrate Open CTI in Salesforce?
To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. After you develop an Open CTI implementation, you can integrate it with Salesforce using Salesforce Call Center.
Does Amazon Connect integrate with Salesforce?
Amazon Connect now supports integration with Salesforce Service Cloud Voice. Today we are excited to announce the general availability of Salesforce Service Cloud Voice with Amazon Connect. Service Cloud Voice brings together phone, digital channels, and CRM data into one unified contact center experience.
How does CTI work?
CTI software uses VoIP (Voice over Internet Protocol) functionality, which basically turns your computer into an extension (or remote control) of your phone. They work alongside your software, which allows your customer data (phone numbers, emails, etc.) to be interactive by giving you one-click access to dialing.
What CTI stands for?
Computer Telephony IntegrationCTI is the abbreviation for the technical term Computer Telephony Integration. It refers to a communications solution that, with the assistance of computer software, allows functions of the phone system to be used in conjunction with information stored in the computer system, such as phone numbers.
What is softphone in Salesforce?
A softphone is a customizable call-control tool that appears to users assigned to a call center. A softphone's functionality and user interface are determined by the Salesforce admin. Important CTI Toolkit, also known as the Desktop CTI, is retired.
What is CCP in Salesforce?
The Career Conversion Programme (CCP) for Salesforce Platform Professionals is designed to equip mid-career Professionals, Managers, Executives and Technicians (PMETs) with skills to perform the following five Salesforce job roles: Salesforce Administrator. Salesforce Service Cloud Consultant.
What is Salesforce private connect?
Salesforce Private Connect is a fast, easy, and secure way to connect Salesforce orgs with AWS data centers. Salesforce developers can set up the connection quickly and easily in a point-and-click interface.
What is Salesforce Connect?
Salesforce Connect provides seamless integration of data across system boundaries by letting your users view, search, and modify data that's stored outside your Salesforce org. For example, perhaps you have data that's stored on premises in an enterprise resource planning (ERP) system.
To configure users for the CTI adapter
Navigate to the required path: For Salesforce Classic, go to Setup > Build > Customize > Call Center > Call Centers. For Salesforce Lightning, go to Setup > Platform Tools > Feature Settings > Service > Call Center > Call Centers.
To configure soft phone layouts
Navigate to the required path: For Salesforce Classic, go to Setup > Build > Customize > Call Center > Softphone Layouts. For Salesforce Lightning, go to Setup > Platform Tools > Feature Settings > Service > Call Center > Softphone Layouts.
Support for Open CTI adapter
If you want to use the Open CTI adapter, ensure that it is installed in your Salesforce organization on which BMC Remedyforce application is installed. You must configure the Open CTI in a way that when a call is received the BMCServiceDesk__CTIPage is opened.
What is open CTI?
To implement Open CTI, it helps if you have a basic familiarity with: CTI, JavaScript, Visualforce, web services, software development, the Salesforce console, and the Salesforce Call Center. Keep in mind that Open CTI is only available for use with JavaScript pages. The examples in this guide are in JavaScript.
Can you use CTI in Salesforce?
To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without install ing CTI adapters on your machines. After you develop an Open CTI implementation, you can integrate it with Salesforce using Salesforce Call Center.
Can you swap CTI APIs?
You can’t swap the two Open CTI APIs in custom JavaScript code because they behave and function differently. Make sure that you think about where you want to implement your CTI system before you begin developing. With Open CTI, you can: Build CTI systems that integrate with Salesforce without the use of CTI adapters.
