AvayaCTIAdapter4Salesforce 4.0

AvayaCTIAdapter4Salesforce is a Computer Telephony Integration (CTI) connector that links Avaya telephony systems with Salesforce, bringing call controls, screen pops, and automatic activity tracking into the CRM. It helps contact centers streamline workflows, give agents instant customer context, and capture accurate interaction data without manual effort.

Key features:

• Screen pops on inbound calls that open matching Salesforce records based on caller ID or custom rules
• Click-to-dial from Salesforce records (Leads, Contacts, Accounts, Cases, and custom objects)
• Embedded softphone controls: answer, hold, transfer, conference, mute, and end
• Automatic call logging with time, duration, disposition, and agent notes; configurable activity creation
• Support for inbound, outbound, and blended call scenarios
• Admin-configurable pop rules and permissions aligned with Salesforce security
• Designed to work with supported Avaya telephony environments via required CTI middleware

Benefits:

• Faster handle times and improved first-contact resolution
• Less app-switching and simpler agent onboarding
• Better visibility into customer interactions through Salesforce reporting

Prerequisites:

• A Salesforce org with appropriate licenses and admin permissions
• A compatible Avaya telephony platform and CTI licensing, with network connectivity to the Avaya CTI gateway/middleware

Note: Specific features and compatibility may vary by version and deployment; consult the vendor’s documentation for details.

AvayaCTIAdapter4Salesforce is developed by Avaya. The most popular versions of this product among our users are: 2.1 and 4.0.