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AES, Open CTI and salesforce

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85adventures

Technical User
Jan 31, 2011
27
US
ACM 6.0.1

We have a department using salesforce.com and are interested in adding CTI. Anybody with any experience doing this? I'm having trouble understanding well enough to get any meaningful answers from our business partner. I think I just need an AES and a server for the Open CTI Adapter. I am not clear on how ACD calls get from CM to the salesforce softphone which the agent is using though. Does this mean the phone on their desk is no longer needed?
 
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