Placetel CTI für Salesforce
Telephone System
Find below an overview about different CTI architectures depending on the telephone system (PBX).
•3CX
•BroadWorks, Cisco Webex Calling
•Using Placetel CTI für Salesforce® with macOS
•Salesforce - requirements, custom fields / objects
Video about the integration of phone systems
Connect to a PBX - Explainer Video
Salesforce license
The Salesforce Lightning Essentials, Professional, Enterprise, Unlimited, Developer Edition, a force.com (Platform license) or App Cloud license is required for the call center functionality. It works with the Sales / Service Cloud in Classic and Lightning Experience. Lightning Essentials, Professional Editions and Classic user interface are supported with limitations.
Limitations Professional Edition
•call transcription is not possible
Limitations for Lightning Essentials
•no additional fields in the activities
•call transcription is not possible
Limitations for Classic
•no SMS outbound
Placetel CTI für Salesforce® license
Placetel CTI für Salesforce® is licensed per user (named license). Some connectors require an add-on license. The Salesforce administrator needs a license to configure the call center.
Operating System
•Windows 8, 8.1 or Windows 10 requires Placetel CTI für 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
•No support on mobile devices
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.
|
|
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 Placetel CTI für Salesforce®
Where do I find the TAPI driver?
