Salesforce Open CTI & Lightning Telephony

Salesforce Call Center Integration for Indian Enterprise

Equip your sales and customer support teams with enterprise Salesforce call center integration. Place outbound calls directly from Leads, Contacts, and Opportunities with native click to dial software, surface sub-second caller context on inbound rings, and automate call recording logging—backed by 24/7 managed NOC operations and real-time TRAI DLT/DND compliance filtering.

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TRAI DLT & DND Filtered
100% Fully Managed by NOC
Lightning & Classic Ready
TELEPHONY_SYNC // SFDC_CTI
Salesforce CTI Latency < 150 ms WebRTC Softphone
Optimal
Activity & Task Logging Automated Two-Way Sync
100% Captured
Regulatory Scrubbing Real-Time NCPR DND API
Enforced
Audio & Task Association Recording URL in Salesforce Task
Synced
TRAI DLT Verified Header & CLI validation via compliance rules
<100ms NCPR DND Check Automated gatekeeper before Salesforce calls connect
Lightning WebRTC CTI In-browser softphone without desktop executables
Indian Cloud Residency Tier-4 hosting supporting RBI & DPDP compliance
24/7 Managed NOC Fully operated via managed service
The High Cost of Telephony Desync

Disconnected Dialing Wastes Premium Salesforce Seats

Enterprise Salesforce licenses are costly investments. When your phone lines remain disconnected from Salesforce Lightning, agents lose productive calling hours, miss crucial deal context, and expose your enterprise to regulatory penalties.

Revenue Leakage

Manual Number Copying & Lost Task Logs

Sales and recovery agents spend up to 40 seconds per interaction copying phone numbers into physical desk phones or disparate dialer software, leading to incomplete Salesforce Activity histories and missing call duration metrics.

Impact: 25% drop in daily talk time and unrecorded customer communications.
Friction & Delays

Delayed Caller Context on Inbound Inquiries

When high-value accounts or priority service leads ring your contact center, agents pick up blind without immediate access to open Opportunities, Case histories, or previous call recordings, causing high Average Handle Time (AHT).

Impact: Poor First Contact Resolution (FCR) and frustrated enterprise clients.
Compliance Threat

Unscrubbed Calling from Raw Salesforce Lists

Outbound sales teams working inside Salesforce Lead views frequently dial numbers without verifying them against real-time NCPR registries, leading to direct TRAI customer complaints, heavy carrier fines, and blocked outbound CLI numbers.

Impact: Regulatory penalties and loss of carrier telecom licenses.
Need to connect multiple customer relationship platforms? Discover our universal contact center telephony framework. Explore Full CRM Integrations Architecture
Enterprise CTI Telephony Engine

Engineered for High-Velocity Telephony Inside Salesforce

Empower your telecallers and customer relationship managers with native browser telephony embedded directly inside Salesforce Sales Cloud and Service Cloud.

<150ms Launch

One-Click Dialing from Any Salesforce Object

Convert all phone fields in Leads, Contacts, Accounts, and Opportunities into instant click-to-dial triggers. Calls initiate instantly via WebRTC audio with sub-150ms connection latency, removing manual dialing errors and accelerating outreach cadence.

  • Dial directly from Salesforce list views or record detail pages
  • Integrates with our predictive dialer for automated campaigns
Sub-Second Context

Sub-Second Inbound Caller Screen Pop

As an incoming call rings, Unified Dialer parses the caller's CLI and pops the matching Salesforce Lead, Contact, or Case record inside the agent console in under a second. Agents see past case notes, purchase history, and assigned account reps before greeting the caller.

  • Zero lookup delay across millions of enterprise CRM records
  • Instant new record creation if the incoming phone number is new
100% Automated

Automated Task Creation & Call Recording Sync

Eliminate manual post-call work. Every call automatically generates a completed Salesforce Task containing talk duration, ring duration, call direction, and agent timestamps. A direct, encrypted audio playback URL is attached to the record for audit review.

Real-Time Sync

Bi-Directional Dispositions & Flow Automation

Call dispositions logged in the dialer widget write directly to Salesforce Lead Status, Opportunity Stages, or custom object fields in real time. These status changes trigger native Salesforce Flow automations, task assignments, and customer follow-up actions instantly.

  • Automates follow-up tasks and lead stage progression
  • Ensures clean data hygiene without manual double-entry
Streamlined Enterprise Setup

How the Salesforce Call Center Integration Works

Deploy carrier-grade telephony directly inside your Salesforce organization with zero local servers, zero complex PBX setups, and full configuration managed by our telecom engineering team.

01
CTI Bridge

Open CTI & Connected App Activation

Install the Unified Dialer call center definition file and configure the secure Connected App via OAuth 2.0 within Salesforce Setup. Our engineering team provisions your dedicated SIP trunks and configures your Open CTI call center parameters without disrupting active CRM users.

Certified for Salesforce Lightning and Classic consoles
02
Data Mapping

User Profiles & Custom Field Mapping

Assign Salesforce users to Call Center profiles and map custom telephony dispositions to Opportunity stages, Lead statuses, or Case priority fields. Define automated DLT template headers and live NCPR DND scrubbing rules tailored to each calling queue.

Role-based routing aligned with Salesforce permission sets
03
Live Calling

Embedded WebRTC Telephony & Auto Sync

Agents open their Salesforce utility bar or Omni-Channel panel to access the softphone widget. Outbound calls launch with a single click, inbound calls pop complete customer profiles in under a second, and every interaction logs automatically to completed Salesforce Tasks.

Zero desktop downloads: 100% browser-based audio
Turnkey Setup Managed by Our Enterprise Telephony Engineers
Our team handles your Salesforce Open CTI package installation, SIP trunking allocation, user mapping, and DLT header binding end-to-end so your agents can start calling immediately.
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Frequently Asked Questions

Salesforce Call Center Integration Answers

Direct answers to technical, operational, and regulatory questions regarding our native Salesforce Open CTI connector.

Does the Salesforce integration require installing local desktop softphones?
No. Unified Dialer operates via pure browser WebRTC embedded directly into the Salesforce utility bar. Telecallers only need a standard computer, a modern browser (Chrome or Edge), and a headset. There are no desktop softphones to distribute, no local SIP software updates to manage, and zero hardware maintenance required.
How does the integration handle call recording attachments in Salesforce?
Once a phone call terminates, the audio recording is stored securely in Tier-4 Indian cloud infrastructure. Unified Dialer attaches a direct, encrypted audio playback link to the completed Salesforce Task record. Managers and quality auditors can listen to the audio directly within the Salesforce Activity timeline without downloading files.
Are outbound calls from Salesforce automatically checked against the TRAI DND registry?
Yes. Before an outbound call connects, our dialing engine validates the destination number against the live National Customer Preference Register (NCPR) database in under 100 milliseconds. If the contact is registered on DND, the call is blocked automatically, keeping your operations fully aligned with TRAI compliance guidelines.
Is Unified Dialer compatible with both Salesforce Lightning and Classic consoles?
Yes. Unified Dialer supports Salesforce Lightning Experience, Lightning Service Console, and Salesforce Classic interfaces via Salesforce Open CTI architecture. The softphone embeds directly into the utility bar in Lightning or the left sidebar in Classic, delivering consistent click-to-dial, inbound caller screen pops, and automated task logging across both interfaces.
Which Salesforce editions are supported by the call center integration?
Unified Dialer integrates with Salesforce Enterprise, Unlimited, Performance, and Developer editions supporting Open CTI and REST API access. Our telephony engineering team handles all call center definition file imports, Connected App security authorizations, user profile mapping, and custom field associations as part of our fully managed service.
Have specialized telephony or routing requirements? Consult with our enterprise integration team.
Fully Managed Deployment

Empower Your Salesforce Organization with Managed Telephony

Eliminate manual dialing, log every customer interaction directly to Salesforce Tasks, and stay 100% compliant with TRAI DND regulations. Let our engineering team handle your Open CTI package setup, user routing, and carrier SIP provisioning from day one.

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Zero Desk Phone Hardware
Sub-100ms DND Filtering
24/7 Managed NOC Telephony
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