Updated May 7, 2020

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.

The Salesforce Configuration Guide for release 8.5.1 and later has been moved to the Altigen corporate web site, on the Support tab: https://www.altigen.com/support/. Look for the secdtion MaxCS Manuals.