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CTI Data Connector 5

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System Requirements

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Telephone System

Find below an overview about different CTI architectures depending on the telephone system (PBX).

 

VOIP PBX - On-Premise

Traditional PBX - On-Premise

Cloud PBX

Skype for Business

Using CTI Data Connector for Salesforce® with macOS

Video about the integration of phone systems

 

Connect to a PBX - Explainer Video

 

 

 

 

Salesforce license

The Salesforce Professional, Enterprise, Unlimited, Developer Edition, a force.com or App Cloud license is required for the call center functionality. It works with the Sales / Service Cloud and Lightning Experience.

 

 

Operating System

Windows Vista, Windows 7. Windows 8, 8.1 or Windows 10 requires CTI Data Connector for Salesforce® version 5 - all listed operating systems are supported in the 32 bit and 64 bit version. Windows 8 RT is not supported

macOS for systems without TAPI driver

Terminal Server or Citrix Server is supported

.NET 4.5.1 is required for CTI Data Connector - TAPI Link and CTI Data Connector - Skype for Business Link

 

Mirage Cloud Service

The Mirage Cloud Service is included in the subscription.

 

Browser Support

CTI applications have special requirements, as content and status information of a call has to be shared by TABs or Browser instances and each Browser has different options to do that. The following list of browsers are supported by Salesforce for CTI Data Connector SoftPhone:

 

 

Supported Browsers

Chrome - full functionality

Firefox  - full functionality

Microsoft Edge - limited functionality

Safari - limited functionality - Chrome recommended on macOS

Internet Explorer 11 - limited functionality. Support for IE will be discontinued in Spring 2019 Release.

 

It is recommended to use only the latest Browser version.

 

 

Some limitations are due to the Salesforce CTI Data Connector SoftPhone. Check  with the next Salesforce release if new Browser versions are supported.

 

 

See Browser configuration about required configuration settings.

 

Supported Functionality

The supported functionality can be different per Browser

 

Function

Chrome

Firefox

Edge

Safari

Internet Explorer

Explanation

Sales and Service Cloud


Ligthning Experience

not supported


Old Agent Console

not supported

not supported

not supported

An object cannot be assigned

Multiple TABs open

limitations

limitations

limitations

Edge, Safari and IE can have issues while switching Tabs during a call

Multiple Browser instances

not supported

not supported

not supported

Must be same Browser - e.g. open Chrome twice.

Not recommended as the CTI Data Connector SoftPhone runs multiple times and sends data multiple times

CTI Data Connector SoftPhone runs in the Background

Requires 1 TAB with the CTI Data Connector SoftPhone always open.

 

IE requires to stay on an TAB with the CTI Data Connector SoftPhone while the call is active

 

 

 

 

 

See also
 
Configure the TAPI driver within CTI Data Connector for Salesforce®
Where do I find the TAPI driver?