Designing a Connector linking Salesforce, Voice SoftSwitch and Voice SDK for a 500-agent Contact Center (2024)

Challenge → Solution → Outcome

Step-by-step view of how we moved from the brief to the outcome.

1. Step 01Challenge

   A 500-agent contact center ran Salesforce as the source of truth for customers, a carrier-grade Voice SoftSwitch for telephony, and a separate softphone — three systems, three logins, manual after-call work. Existing off-the-shelf CTI adapters did not speak the customer's SoftSwitch dialect and could not survive a 500-seat concurrency profile.

2. Step 02Solution

   Designed a 3-leg Connector: Salesforce Open CTI ↔ Connector core ↔ SoftSwitch (SIP/REST) + Voice SDK (WebRTC).

3. Step 03Solution

   Single sign-on across Salesforce and the Voice SDK; per-agent device registration handled by the Connector.

4. Step 04Solution

   Click-to-dial from any Salesforce object; inbound calls trigger screen-pop with matched contact/case in <1s.

5. Step 05Solution

   Call control surface (answer, hold, transfer, conference, mute) exposed both as Salesforce widget and as a JS API for embedded apps.

6. Step 06Solution

   Activity logging is atomic — every call writes a Task with disposition, duration and recording URL to Salesforce.

7. Step 07Solution

   Horizontal-scaled Connector tier sized for 500 concurrent agents with HA pair per region.

8. Step 08Outcome

   500 agents migrated to a single unified desktop — softphone retired.

9. Step 09Outcome

   Average handle time down materially thanks to screen-pop and click-to-dial.

10. Step 10Outcome

    After-call work effectively zero — dispositions and recordings land in Salesforce automatically.

11. Step 11Outcome

    Reusable Connector pattern adopted later for IVR + bot integrations on the same SoftSwitch.