Overview of Computer Telephony Integration (CTI) in Digital Sales

Computer telephony integration (CTI) enables integration of third party media toolbars. You can display a media toolbar by enabling the Partner CTI Service, and by giving your signed-in users the Access Partner Media Toolbar privilege which allows access to the toolbar.

Note: If your users have the standard Sales job roles, you don't need to add the Access Partner Media Toolbar privilege.

Use CTI to:

• Receive phone calls on the Digital Sales app and automatically view the caller's contact record or lead record.

• Make an outbound call using Click to Dial and skip manual dialing.

Integrating with CTI gives you the following features:

• Notifications of incoming calls and ability to accept or reject the call

• Automatic caller identification

• Ability to search for a contact

• Optional caller verification

• Display of predefined screen pop with caller or service details

• Automatic interaction recording

• Call wrap up