Salesforce Integration Guide for MaxCS 8.5.1

Updated May 20, 2019

Salesforce provides an OpenCTI toolkit to integrate its accounts with telephony systems. A softphone is created in a web browser for agents to handle calls. When calls come in, the Salesforce Connector retrieves the IVR data and looks for an ID match in the customer database based upon the Caller ID, Contact, Account, or Lead information. Salesforce OpenCTI is server-side technology; there is no software to install on the client systems.

This guide is provided for Altigen internal use. The instructions cover:

  • How to configure the Salesforce Connector
  • How agents enable the Salesforce pop-up in MaxAgent

 



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Last Updated
21st of May, 2019

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