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IT

CTI Integration

FIGURES: NDA
About project
One of US IT companies required to implement custom telephony solution in their Salesforce to be used in call center.
SOLUTION AND TECHNOLOGIES
The complication of the project was caused by lack of documentation for some basic functions of the API, so we had to make a complex investigation and find the missing information on our own.

• Salesforce Service Cloud Visualforce Apex controllers/triggers CTI sockets javascript CSS
VALUE
In the end, we managed to explore and set up reliable integration with all telephony functions in Salesforce. In addition, the agent session wasn't renewed even upon reloading of the page - that was achieved by using service console application.
Date: May 2017 ● Category: Sales Cloud / Service Cloud
Guys, the results are great! Demo went well and we expect next phases of the project to be signed-off soon!
CEO of the Customer Company