Softphone Connector
In Salesforce Open CTI, a JavaScript connector that links the browser-based softphone interface to the telephony provider's system, handling call events and enabling communication between Salesforce and the phone system.
Definition
In Salesforce Open CTI, a JavaScript connector that links the browser-based softphone interface to the telephony provider's system, handling call events and enabling communication between Salesforce and the phone system.
In plain English
“A Softphone Connector in Salesforce Open CTI is a JavaScript connector that links the browser-based softphone to the telephony provider's system. It handles call events and enables communication between Salesforce and the phone system without browser plugins.”
Worked example
A developer at Clearwater Software integrates their contact center's Twilio Flex phone system with Service Cloud using Open CTI. She builds a Softphone Connector - a JavaScript module hosted as a Visualforce page or an LWC - that registers Open CTI event handlers, bridges Twilio's call events (onIncomingCall, onCallAccepted, onCallEnded) into Salesforce's softphone surface, and calls Salesforce APIs to pop matching Contact records and log Tasks. When a call arrives at Twilio, the Softphone Connector carries the event into the Salesforce agent UI in under a second.
Why Softphone Connector matters
In Salesforce Open CTI, a Softphone Connector is a JavaScript connector that links the browser-based softphone interface to the telephony provider's system, handling call events and enabling communication between Salesforce and the phone system. Telephony vendors typically provide their own softphone connectors as part of their Salesforce integration packages.
Softphone connectors are the bridge between Open CTI's JavaScript API and the specific telephony provider's system. Each vendor's connector handles the vendor-specific communication while conforming to Open CTI's standard interface. This architecture lets Salesforce support many telephony vendors through a common framework.
How organizations use Softphone Connector
Uses their telephony vendor's softphone connector for Open CTI integration.
Evaluates vendor-provided softphone connectors when selecting telephony for Salesforce.
Treats softphone connector quality as a factor in telephony vendor selection.
Trust & references
Straight from the source - Salesforce's reference material on Softphone Connector.
- Set Up Salesforce CRM Call CenterSalesforce Help
Test your knowledge
Q1. What is a Softphone Connector?
Q2. Who provides them?
Q3. What architecture do they use?
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