Which advantage does Salesforce provide with the OpenCTI framework?
A. Developers can Integrate with any telephony platform available with minimal need for
customization.
B. Agents can use telephony on a wide range of browsers and operating systems while
only developing once.
C. Agents can run their softphone at the operating system level, embedded in the task bar
or system tray.
B. Agents can use telephony on a wide range of browsers and operating systems while
only developing once.
Explanation:
Salesforce Open CTI (Computer Telephony Integration) is a JavaScript API framework that allows developers to integrate third-party telephony systems into the Salesforce UI without requiring browser plugins or local installs.
Let’s evaluate the options:
📱 A. Developers can integrate with any telephony platform available with minimal need for customization.
❌ Incorrect / Overstated
While Open CTI is flexible, not all platforms are plug-and-play.
Integration still depends on the specific telephony provider's APIs, capabilities, and compatibility.
“Minimal need for customization” is not guaranteed.
🌐 B. Agents can use telephony on a wide range of browsers and operating systems while only developing once. ✅
✅ Correct and core advantage of Open CTI
Open CTI is browser-based and platform-independent.
You build once with JavaScript and it works across:
Chrome, Firefox, Edge, Safari, etc.
Windows, Mac, Linux, etc.
This greatly reduces dev overhead and improves maintainability.
🟢 This is the main value proposition of Open CTI.
🖥️ C. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
❌ Incorrect
Open CTI runs within the Salesforce UI (browser), not at the OS/system level.
It does not provide native OS integration like system tray icons or task bar apps.