The Salesforce CTI Panel integration lets agents control Daktela calls directly within the Salesforce interface. It embeds a softphone into Salesforce (Classic and Lightning), supports click-to-call, and allows for automatic contact pop-ups based on the caller ID – all without switching between systems.
To enable the integration, you import a pre-configured XML file into your Salesforce Call Center settings and assign it to selected users. The CTI Panel is added to Salesforce apps as a Utility Item and requires trusted URL configuration in newer Salesforce versions (Summer '24+). Once active, agents can manage calls and access contact details directly in Salesforce.
iFrames must be allowed on the instance in Globals:
