I'm the developer of Phone Amego which provides Mac CTI and am looking to integrate with Salesforce. At first glance, this would seem easy. I need to know when the user clicks on a phone number (Salesforce could open a "tel:" URL), and a way to ask salesforce to search for a contact based on received caller ID (could use an HTTP GET).
Is there an easier way to integrate with existing phone tools?
Do I need a salesforce administrator to Install a "Call Center Definition File"?
How would an end user do this?
Thanks for any guidance you can offer.