Independent study lab

This is an independent, free, learning-only student project. It respects every company and vendor. Trademarks belong to their owners. It is not affiliated with or endorsed by Amazon Web Services, Cisco, Genesys, Salesforce, Twilio, or any other company. If you have a concern, the page will be removed or corrected promptly through the contact form. Nothing here is sold. There are no ads. The author is happy to volunteer for any organization.

Contact: https://cyphermonkeylabs.com/#contact

Salesforce: CTI Adapter and SCC-AC — Learn it in 5 minutes

About five minutes of reading

Voice stays on Connect. The question is which system owns the digital channels and the case.

The CTI Adapter is a managed package plus a serverless application that embeds the CCP in Salesforce. Install it in a sandbox first. Salesforce Contact Center with Amazon Connect goes further: telephony and in-app voice stay native to Connect, and messaging can be either platform's. The org needs Service Cloud Voice, and digital features need Digital Engagement.

Screen pop uses the attributes you stored and the ANI or the customer id. If you transfer to a phone number, Salesforce on the far side will not see those attributes.

Number on this page: Voice owner Connect. In the SCC-AC description

Sources and go deeper

sources.json