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Przemysław TamońPrzemysław Tamoń 

Can I integrate SF with an external call center provider?

Hello,

One of my clients would like to integrate his call center system with Salesforce, but I'm not sure it it's possible in a way he wants it. The system provides a desktop application throught which I can make calls (after logging in) and a REST API and webhook notifications interface which can be used to manage calls when I'm logged in - making calls, picking up a phone etc.
I've read a bit about a Salesforce Softphone and OpenCTI but either a documentation lacks of some info or unfortunately I can't find it. First of all - I wanted to define a Call Center Definition File but I don't know what should be put as a "reqAdapterUrl" attribute. Is it system's API address or something else?

Are there any step-by-step resources which can help in setting up a Sofphone with Salesforce?

Regards,
Przemysław

Przemysław TamońPrzemysław Tamoń

Is there really no one, who did something like this?

Regards,
Przemysław