CTI integration and the engagement data model for service calls
Key Takeaway
For an Engagement Interaction record to be created automatically on each inbound call, use the Engagement Connect APIs to connect the softphone to the Engagement Interaction record. Users can use the softphone only after you add them to the call center.
When a customer or partner calls a manufacturer's contact center, Service Console for Manufacturing can capture that call as structured data. Computer-telephony integration (CTI) connects a phone system to Salesforce through a softphone. The engagement data model then stores each conversation as an Engagement Interaction with its attendees and topics. As a result, agents see caller context on screen. Every conversation is also recorded for the next call.
Interactions and CTI
An interaction can happen over any channel, such as a voice call, email, message, or video call. One interaction can cover several topics.
Most interactions start with a phone call, so CTI is a key early setup step. With CTI, any data linked to the incoming phone number pops up on screen automatically.
You set up the softphone with Agentforce Service's CTI process. The Identity Verification flow and the engagement data model work with that CTI process.
Service Console for Manufacturing is available in Lightning Experience in Enterprise, Unlimited, and Developer Editions.