Overview: Edify CTI (Edify Console)
Edify Console > Integrations > Edify CTI (Edify Console)
This article provides an overview of Edify CTI, which allows Edify to be used in an embedded window within Salesforce.
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Overview
Edify CTI (computer telephony integration) is a way of using Edify in an embedded window within Salesforce. Edify CTI makes it easier for queue users to work in Edify and Salesforce simultaneously. This removes the need for queue users to manage multiple windows or apps while managing interactions.
Edify CTI allows you to have Edify open in an embedded window while logged into Salesforce.
While logged into Salesforce, when an inbound or outbound call rings in the embedded Edify App window, Edify 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, Edify 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 Edify CTI set up in Salesforce.
Guides for setting up Edify CTI
There are two sets of steps for setting up Edify CTI depending on the version of the Salesforce user interface configured on your account.
If you use Salesforce Classic (if your Salesforce environment looks like the screenshot to the left), use this guide:
If you use Salesforce Lighting (if your Salesforce environment looks like the screenshot to the right), use this guide:
