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Phone Integration Considerations for Sales Engagement
Learn about considerations for each phone integration option for Sales Engagement.
Required Editions
| Available in: Lightning Experience |
| Available with Sales Engagement, which is included with Sales in Performance, Einstein 1, and Unlimited Editions, and available for an extra cost in Professional and Enterprise Editions. Sales Engagement is also available for an extra cost in Service and Lightning Platform. |
Sales Dialer
When you use Sales Dialer with Sales Engagement, these features are available:
- Automatic voice connectivity
- Click to dial for call steps from the Work Queue and My List
- Task logging
- Cadences advance automatically when calls are completed
- Cadence branching based on call result
- Automatic target exit from cadence based on call result
- Einstein Conversation Intelligence
Salesforce Voice
When you use Salesforce Voice with Sales Engagement, these features are available:
- Automatic voice connectivity
- Click to dial for call steps from the Work Queue and My List
- Task logging
- Cadences advance automatically when calls are completed
- Cadence branching based on call result
- Automatic target exit from cadence based on call result
- Einstein Conversation Intelligence
Open CTI and Sales Engagement
To enable your contact center users to take advantage of the latest phone channel innovations, Salesforce recommends that you modernize your experience by moving to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. See Get to Know Salesforce Voice.
Partner solutions approved by Salesforce are listed on the AppExchange. More information about each third-party integration option is available on its partner solution page.
Sales Engagement can support third-party computer telephony integration (CTI) providers if you’re using Open CTI for Lightning Experience. For the best user experience, we highly recommend third-party providers use the available Open CTI methods for Sales Engagement. More information about these methods is available in the Salesforce Open CTI Developer’s Guide.
You can use your third-party Open CTI solution with Sales Engagement if:
- Your Salesforce org is using Open CTI for Lightning Experience.
- Your CTI solution uses click-to-dial.
- The saveLog() Open CTI method is used to save a task with a call task type on the related record after the call.
With these requirements, your Open CTI solution can work with Sales Engagement. We highly recommend contacting to your CTI provider in order to implement the best user experience.
To create the best experience, your CTI provider can integrate the Open CTI methods for Sales Engagement. When a third-party CTI solution doesn’t use these methods, some features aren’t available:
| Feature | Available without Sales Engagement CTI Methods? |
|---|---|
| Click-to-dial | Yes |
| Task logging | Yes, only if implemented by the CTI solution |
| Cadence advancement based on call completion | No |
| Cadence branching based on call result | No |
| Automatic target exit from cadence based on call result | No |
In addition, when providers don’t use the Open CTI methods, some details are lost.
- For cadences, the cadence doesn’t move to the next step when the sales rep logs the call task. Sales reps must manually complete the step to advance the cadence.
- In My List, the call is removed from the list as soon as the sales rep clicks Call, even if the call isn’t answered.
Einstein Conversation Intelligence can’t be used without Open CTI, except with a custom integration. For more information about this option, contact Salesforce Support.
