Overview: CTI (Console)

This article provides an overview of our CTI, which allows your Avaya.cx account to be used in an embedded window within Salesforce.

Overview

CTI (computer telephony integration) is a way of using your Avaya.cx account in an embedded window within Salesforce. The CTI makes it easier for queue users to work in App and Salesforce simultaneously. This removes the need for queue users to manage multiple windows or apps while managing interactions.

While logged into Salesforce, when an inbound or outbound call rings in the embedded App window, the system searches for and pulls up a record in Salesforce containing information about the customer (if the data exists in Salesforce).

For example, if a customer calls into a queue, the CTI searches for the customer’s data in Salesforce and displays it to the queue user automatically. This removes the need for queue users to manually pull up data in Salesforce while managing interactions.

See the section below for links to resources that will help you get the CTI set up in Salesforce.

Guides for setting up the CTI

There are two sets of steps for setting up the CTI depending on the version of the Salesforce user interface configured on your account.