System Requirements
Telephone System
Find in this section an overview about different CTI architectures depending on the telephone system (PBX).
Salesforce license
The Salesforce Lightning Essentials, Professional, Enterprise, Unlimited, Developer Edition, a force.com (Platform license) or App Cloud license is required for the call center functionality. It works with the Sales / Service Cloud in Classic and Lightning Experience. Lightning Essentials, Professional Editions and Classic user interface are supported with limitations.
Limitations Professional Edition
•call transcription is not possible
Limitations for Lightning Essentials
•no additional fields in the activities
•no incomplete calls TAB
•call transcription is not possible
Limitations for Classic
•no incomplete calls TAB
•no SMS outbound
CTI Data Connector for Salesforce® license
CTI Data Connector for Salesforce® is licensed per user (named license). Some connectors require an add-on license. The Salesforce administrator needs a license to configure the call center.
Operating System
Only for connectors, installed on the local computer, operating system requirements are relevant and described in the chapter for the connector.
Mirage Cloud Service
The Mirage Cloud Service is included in the subscription.
Phone system
A phone system which is supported by a Mirage connector. There may be limitations depending on the phone system integration like
•only one call possible at a time
•no presence state synchronisation
•Call transfers only possible through devices of the phone system (e.g. desk phone, Software phone) but not in Salesforce
•Answer a call only possible through devices of the phone system (e.g. desk phone, Software phone) but not in Salesforce
Browser Support
CTI applications have special requirements, as content and status information of a call has to be shared by TABs or Browser instances and each Browser has different options to do that. The following list of browsers are supported by Salesforce for CTI Data Connector SoftPhone:
It is recommended to use only the latest Chrome Browser version.
Some limitations are due to the Salesforce CTI Data Connector SoftPhone. Check with the next Salesforce release if new Browser versions are supported.
See Browser configuration about required configuration settings.
Supported Functionality
The supported functionality can be different per Browser
Function | Chrome | Firefox | Edge | Safari | Explanation |
|---|---|---|---|---|---|
Sales and Service CloudSome limitations are due to the Salesforce CTI Data Connector SoftPhone. Check with the next Salesforce release if new Browser versions are supported. | • | • | • | • |
|
Ligthning Experience | • | • | • | • |
|
Old Agent Console | • | • | not supported | not supported | An object cannot be assigned |
Multiple TABs open | • | • | limitations | limitations | Edge, Safari and IE can have issues while switching Tabs during a call |
Multiple Browser instances | • | • | not supported | not supported | Must be same Browser - e.g. open Chrome twice. Not recommended as the CTI Data Connector SoftPhone runs multiple times and sends data multiple times |
CTI Data Connector SoftPhone runs in the Background | • | • | • | • | Requires 1 TAB with the CTI Data Connector SoftPhone always open. IE requires to stay on an TAB with the CTI Data Connector SoftPhone while the call is active |
• | • | | |
| |
100% support of all features | • | | | |
|
See also