1. Work with a developer or partner to create a computer-telephony integration (CTI) implementation that uses the Open CTI API and works with your existing telephony system. Most call centers are created by installing a package from the AppExchange.If you’re developing yourown implementation, define a new call center record for every CTI system in useat your business.
2. Assign Salesforce users tothe appropriate call center. A call center user must be associated with a call center to view the softphone.
3. Optionally, you can make further customizations.Configure call center phone directories with more directory numbers and updated phone number search layouts.Customize softphone layouts for different user profiles, so that the softphone of a sales person might show related leads, accounts, and opportunities, while the softphone of a support agent might show related cases and solutions.
4. Configure call center phone directories with more directory numbers and updated phone number search layouts.
5. Customize softphone layouts for different user profiles, so that the softphone of a sales person might show related leads, accounts, and opportunities, while the softphone of a support agent might show related cases and solutions.