Use CTI in Service Essentials
Add phone to your small business’ support channels to give customers
another way to contact you. Make calls from a softphone directly in Salesforce. Call center users
can see Salesforce information for incoming calls, make out-going calls directly from Salesforce,
and report on call outcome, duration, and more. A call center is great for boosting productivity
for Salesforce users that spend time on the phone.
Where: This change applies to Essentials Edition.
Who: To create and edit Call Centers, you need the Manage Call Centers permission.
Tip
Essentials doesn’t support Apex, so your Open CTI implementation can’t use the RunApex method.