Softphones for Lightning Console Apps

Softphone utilities let your Lightning console users make calls directly from Salesforce.

You can add softphones to your Lightning console apps that use Sales Dialer or Open CTI. Confused about the difference? Open CTI integrates third-party CTI systems with Salesforce. Dialer provides a way to provision numbers and make calls directly from Salesforce. If you already have a telephony system in place, Open CTI is the way to go since it integrates to that existing system.

Important Before you add the softphone utility to your Lightning console app, first set up and configure Open CTI or Dialer.

Here are a few things to keep in mind when adding the softphone to your Lightning console app:

• To see the Dialer option in the list of utilities, your org must have Sales Dialer enabled.
• To ensure that console users receive incoming calls before they open the softphone utility, enable Load in background when app opens.
• This utility supports pop-out.