05-07-2013, 03:40 PM
SALESFORCE CTI CONNECTOR FOR ASTERISK
SALESFORCE CTI.docx (Size: 15.65 KB / Downloads: 16)
ABSTRACT
This project “SalesForce CTI Connector for Asterisk” will be used in call centers. Computer telephony integration connector is used in customer interactions and managing customer information using salesforce software application. Using this software application organization can manage customer information, adding and canceling appointments with customers, providing requested documents to customers. Customer grading procedure is provided in this application.It is useful for every telecom service provider for communicating with customers by answering to there requests on new plans, rechage issues, value added services, bill payments …etc. Every telecom service provider provides customer support through voice but this system provides solution for customer support through web site. The Asterisk Call Manager is all about dialing outbound calls automatically to the given phone numbers in such a way that the agents are not free and calls are not dropped without agents attending them.Asterisk which provides us new contacts to dial and handles the connected customer calls.
INTRODUCTION
Salesforce CRM Call Center seamlessly integrates Salesforce with third-party computer-telephony integration (CTI) systems. Before the introduction of Open CTI, Salesforce users could only use the features of a CTI system after they installed a CTI adapter program on their machines. Yet such programs often included desktop software that required maintenance and didn’t get the benefits of cloud architecture. Open CTI lets developers:
• Build CTI systems that integrate with Salesforce without the use of CTI adapters.
• Create customizable SoftPhones (call-control tools) that function as fully integrated parts of Salesforce and the Service Cloud console.
Provide users with CTI systems that are browser and platform agnostic, for example, CTI for Chrome, Firefox, or Internet Explorer on Mac, Linux, or Windows machines.