Salesforce CTI made simple

Connecting VoIP to your favorite CRM is not stressful anymore

Integrate Salesforce CRM with Squaretalk for personalized and effective customer communications, so your sales and support reps can get more done.

How CTI works and best features

How to make and receive calls with Salesforce

What is Salesforce CTI?

Customer satisfaction and sales performance are greatly helped by a number of factors. The most recent technology, CTI (Computer Telephony Integration), is one of the key contributing factors. Even while alternative communication channels like chat, text and social media are more popular, phone conversation remains the finest medium for summarizing one’s pain-point or concerns. 

Using CTI, Salesforce can be connected with telephone systems through external web service so businesses can perform the following tasks: 

  • Respond to incoming phone calls 
  • Make an outbound call with a click-to-call extension
  • Use multiple lines at the same time to maximize efficiency
  • Callers can be put on hold
  • Track the status of inbound and outbound calls
  • Transferring the caller
  • Set the status of your availability

The newest telephony technologies can now be linked with Salesforce, allowing you to connect your telephone service straight to Salesforce CRM. If a customer calls your business, the CTI linked with Salesforce will present data and information about the caller, such as Account, Contact, Lead and extra information.

The following feature is call routing, which identifies which user/agent will receive the call. A screen popup with all the information retrieved from Salesforce CRM account is shown at the same time. As a result, they are able to quickly resolve the customer’s issue and shorten the call durations. At that point, the call is recorded and saved by the cloud telephony service operator, and a link to the tape is also provided for future reference.  

The processes of dialing, initiating, and monitoring a call are fairly straightforward with softphone software. Each time a call is started, the connection links to a CTI provider. Service providers link end-users before initiating a phone conversation so that extra procedures like recording or monitoring can be carried out.

How Salesforce CTI works
Image source: https://developer.salesforce.com/docs/atlas.en-us.232.0.api_cti.meta/api_cti/sforce_api_cti_intro.htm

The advantages of using Salesforce CTI

Many organizations employ Open CTI to help corporate sales staff complete more agreements. Using CTI to connect your phone system to Salesforce CRM has several advantages. There are a few examples, such as:

  • Your agents will be able to conveniently make and accept calls by an easy-to-use “Click-to-dial” method.
  • There is a convenient way to get the customer’s information – an automated pop-up screen allows consumers to browse through the customer’s prior Salesforce calls list.
  • Shorter calls, fewer phone lines, and a more businesslike attitude may all help to keep costs in check while also demonstrating a company’s commitment to excellence.
  • Lower average call duration allows the team to process more calls, reducing or eliminating the need for additional employees.
  • Personalized Customer Service – by identifying the caller’s identity before connecting the call, employees may welcome the caller by name, enhancing the customer experience.

Using Open CTI with Salesforce can be a straightforward and productive process for your company and, without a doubt, opens the door to a more scalable and adaptable business model.

If you do not have a Squaretalk account, please contact our sales team

Salesforce CTI with Squaretalk (Step-by-Step Guide)

Before you start, ensure Squaretalk softphone is installed, login to your Squaretalk account and enable Salesforce integration in the settings.

Requirements:
Works for current versions of Chrome, Firefox, Internet Explorer, and Safari browsers.
Does not work in Safari 5.

Installing “Squaretalk” for Salesforce:

Part a) Download the Package URL — (below is sample URL)

https://login.salesforce.com/packaging/installPackage.apexp?p0=04t4K000002O649&isdtp=p1

Run the URL on your browser and Login with your Salesforce credentials.

NOTE: If you are Installing it in Sandbox then use this URL before pressing ‘Enter’.

https://test.salesforce.com/packaging/installPackage.apexp?p0=04t4K000002O649&isdtp=p1

Part b) Click Install button.

Step 01

Install

Check grant access, and click on Continue.

Step 01

Step 02

Configuration (Lightning view)

Navigate on App Launcher.

Step 02

Step 03

Find Squaretalk

Search for the Squaretalk lightning app as shown below. Click on it.

Step 03

Step 04

Configure

Click on the Extension Configures tab

Step 04

Step 05

Add record

Click on the New button to add the record. NOTE: Make sure the Extension Number that you provide is unique for each user. Each Salesforce user can be assigned only one extension.

Step 05

Step 06

Setup

Now click on Setup.

Step 06

Step 07

Find sites

Type “Sites” in the Quick Find search box.

Step 07

Step 08

Create a site

You need to create a site to configure the App.

Step 08

Step 09

Fill in the required fields

Click on New to create a site. Fill in the required fields.

Step 09

Step 10

Activate

Go to Setup and enter sites. Click on Activate for Active the Site and Click on Sites link. Now click on Site Label which you recently created.

Step 10

Step 11

Add classes

Now Click on the Public Access Settings button. Scroll down the Page and Click edit in Enabled Apex Class Access Section. Add two Classes: "SQT.CTIRestController" and "SQT.CallSetupApex". Click on the "Save" button.

Step 11

Step 12

Provide access

Click on the edit button. Provide the basic access of Create and Read to Standard and Custom objects.

Step 12

Step 13

Custom Settings

Go to Setup and type Custom Settings in the Quick find box.

Step 13

Step 14

CTI

Click on CTI Domain.

Step 14

Step 15

Manage

Click on Manage.

Step 15

Step 16

Add a record

Click on New to add a record for Domain setup to access the API. NOTE: Make sure to access the API for Softphone you need to add only one record. Go to Setup and type Call Centers in the Quick find box.

Step 16

Step 17

Open CTI

Click on OpenCTI.

Step 17

Step 18

Manage Call Center Users

Scroll down the page and click on Manage Call Center Users.

Step 18

Step 19

Add users

Click on Add More Users to add all the users who can access the Softphone.

Step 19

Step 20

Open Squaretalk app

Go to Apps and open Squaretalk application.

Step 20

Step 21

Open Squaretalk app

Click on Extension Configure = > New. Then choose the Salesforce user and add the user’s extension. Then click "Save". Finally, you have completed the configuration.

Step 21

VoIP software with bells and whistles

Why you should integrate your Salesforce with Squaretalk

Secure Platform

Safety and protection of our clients’ sensitive digital information is our number one priority.

Easy Deployment

Integrate VoIP with Salesforce CRM and spend less time managing your phone system and more time growing your business.

WFH Compatible

Providing flexibility and tools to work from anywhere has always been at the core of our vision and culture.

Performance Management

Drive results and learn more about your business than ever with easily integrated tools that provide unmatched flexibility, data and insights.

Privacy & Regulatory Compliance

TCPA, STIR/SHAKEN, GDPR, DNC and other regulations.

Team Collaboration

Assign tasks and create reports for your team's progress. You'll finally be able to manage your sales or customer service reps like a boss.

Call center agents love us

Call center managers trust us

The amazing thing about Squaretalk is they were able to take something that must be highly configurable, sophisticated and complex and turn it into super compatible and clear software. In addition, their onboarding and customer success teams went out of their way to integrate the solution with the business tools that we are using (including some that it was not designed for) and made sure that everything, to the smallest resolutions, works perfectly.

Jay S., Outbound DemandGen & Sales Development Director

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Really attentive Support/Implementation specialist who handheld us through the entire setup and also their willingness to work on last-minute bespoke changes specific to our business needs. They offer solutions to meet some of our particular needs around reporting without trying to push extra development costs.

Chris G., Contact Center Performance Manager

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Squaretalk is on Salesforce AppExchange marketplace!