Salesforce OpenCTI Overview: Understanding Different Types of Computer Telephony Integration
CTI Knowledge Share
• What is CTI?
• CTI Toolkit vs. OpenCTI
• The Different Components of CTI
• Types of CTI
• Q & A
What is a CTI?
Short for computer telephony integration CTI is any technology that
allows interactions on a telephony and computer to be coordinated.
CTI Toolkit vs. OpenCTI
• Premise based
• Requires 1 install per desktop
• No server
• Requires additional browser
• PC Only w/ certain versions of
• Cloud based
• Requires 1 install per company
• Sometimes requires server
• Only requires Salesforce open
• OS and browser agnostic
Using CTI in Salesforce with either method requires Salesforce Professional or above.
Components of CTI
• CTI Adapter (machine or server)
• Call Center Object
• Assign users to Call Center
• Configure soft phone layouts (pop custom
• Call Center Directory
In most cases the CTI will live as a
component in the left bar, in the bottom of
the sales console, and user can click any
Types of CTI
Layered – Requires any phone number to establish agent – telephony server bridge (pay a per minute cost). Quick to deploy.
Advanced features such as local presence, call routing, and call tracking.
Direct hook – Hooks into existing telephony. Phone system (Avaya, Cisco, etc) dependent typically utilizing TAPI or JTAPI driver to
connect to phone. Requires Linux Red Hat or Microsoft Server. Have to change CTI if phone system changes.
Hybrid Layered w/ Softphone – Agent can type in any phone to establish agent bridge or can use USB/Blue headset. Quick to deploy.
Advanced features. Softphone utilizes web sockets and WebRTC.
Direct Hook for Smart Phones – Utilizes web sockets or push notification frameworks to use the existing cell phone telephony
(Verizon, ATT, etc). Limited call tracking.