Hi all. I'm very new to the CTI theme so please excuse me if the question is stupid.
I'm trying to understand how a random telephony system becomes able to communicate with a browser directly. I just don't get it. SalesForce claims that no CTI adapters needed anymore. OK.
Suppose I have an asterisk (3com, panasonic, whatever...) telephony system. Here goes incoming call. What happens next? Can it really send a message to browser (via websockets or what) ?
I doubt that telephony systems can "talk" JS even if there is an active connection from browser to the telephony system somehow. So I guess that there still must be a CTI adapter (middleware), that can talk to telephony system with some TAPI AND can talk to browser with JS through websockets for instanse. And that middleware should be written by me. But the benefit of such an adapter that it doesn't need to be installed at any agent's computer but can be hosted at a server. Right?
I just don't get it how can it work without any middleware and I can't find any explanation on theinternet.
Does anyone have a list of phone systems (PBX) that Salesforce integrate with? I have a Samsung OS7400 in our call centre and am looking at utilising some functionality in the Call Centre Service Cloud, namely CTI and auto dialler.
If anyone has the full list can you please post?
We are about to get a new PBX and I would like to get one that interfaces with SFDC sio that users can click on telephone numbers and connect directly etc.
A few years ago there were a few systems that connected to Salesforce pretty much out of the box. Does anyone know what/where that list is today?
Does anyone have a suggestion on an on-premise or hosted PBX with good CTI functionality for SFDC Call Center? We are looking at Cisco and Avaya for on-premise and Five9, M5, RingCentral for hosted. Any others? Need about 40 seats, but also need call recording, ACD metrics, etc. Need good, stable functionality with reasonable upfront and monthly costs. We have an existing Nortel Meridian Option11. Will that work with an integration? Any suggestions appreciated!