What is Open CTI and how is it configured in Salesforce?
Suggested answer
Open CTI is a JavaScript API that allows third-party telephony providers to integrate their softphone directly into the Salesforce Service Console without requiring a desktop adapter. Configuration steps:
1. Define a Call Center record in Setup using the provider's CTI Adapter XML definition file.
2. Add users to the Call Center.
3. Create a Softphone Layout to define what information appears in the softphone panel for incoming/outgoing calls (screen pop objects, related records).
4. Assign the Softphone Layout to profiles. Key Open CTI events include onClickToDial, onCallBegin, onCallEnd, and refreshView for screen pop automation.
Practice content for interview preparation; not an official vendor answer. Verify details against current product documentation.
Community comments (0)
No comments yet.
Sign in or create a free account to add a comment. Comments are moderated before they appear.