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CTI Widget Retirement FAQ

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On 5th May 2017, we will be ending the support to our CTI Widget for Salesforce, Zendesk and Desk.com. This means agents using the CTI Widget to handle phone calls will still be able to access it after this date however, we will no longer be developing new features or fixing any bugs should they arise

After it's End of Life (EOL) date, which will occur on 26th July 2017 users will no longer have access to this product.

In order to continue using Talkdesk without interruption, agents should download our new web application, Callbar. Callbar is free to download and takes only minutes to configure.

If your company uses G Suite by Google, then you can automate the installation of Talkdesk's Chrome Extension and Callbar to all your agents by setting a policy. This will save time and make sure everyone in your team has what they need! To do this, simply follow the instructions here.

 

Why are you retiring the CTI Widget?

Callbar was designed to provide agents with the best contact center experience. In addition to being the fastest and most reliable way to handle Talkdesk phone calls, Callbar also helps streamline agent workflows by providing the freedom to work across multiple applications.

Like the CTI Widget, Callbar is seamlessly integrated with Salesforce, Zendesk and Desk.com. We are able to provide all of the features previously offered, in addition to a variety of brand new features that would not otherwise have been possible with a standard CTI. With Callbar, agents will have more flexibility and more time to focus on the customer.

 

How will CTI Widget’s retirement affect legacy Talkdesk Salesforce Integrations users?

Because Callbar is not compatible with the legacy Talkdesk Salesforce Integration, users must migrate to the new Talkdesk for Salesforce integration before the EOL date to prevent interrupted service.

Customers who need to migrate have two options:

  1. Self-service: Customers can follow the instructions listed in this Knowledge Base article to migrate their accounts over to Talkdesk for Salesforce.
  2. Talkdesk Professional Services: Customers can have Talkdesk Professional Services perform the migration. To request this service, please fill out this form.

 

How does Callbar compare to the CTI Widget?

We made sure to include every vital feature of the CTI Widget in Callbar. This means all of the great features you’re used to — click-to-call, screen pop, call logging and more -— are available with Callbar.

Best of all, we’ve added some brand new features to Callbar that were unavailable in the CTI Widget:

  • Single sign-on using Okta, One Login, Google, Salesforce
  • Create a contact
  • In-call notes
  • Audio settings

Please note that using Callbar for click-to-call/screen pop within the Talkdesk standalone application is not yet available, but will released before CTI Widget retirement along with Callbar call switching and an alternative to external phone mode.

 

How will CTI Widget’s retirement affect Talkdesk for Salesforce, Zendesk and Desk.com integration users?

Talkdesk for Salesforce, Zendesk and Desk.com integration users must download Callbar, the Talkdesk Click-to-Call Extension and the relevant CTI connector to continue using Talkdesk.

 

How do I get Callbar?

Callbar is available to download now from the Chrome Web Store. For full Callbar functionality, please also ensure you have the Talkdesk Click-to-Call Extension downloaded as well.

Follow the instructions in these Knowledge Base articles to configure Callbar CTI for your integration:

 

Who should I contact if I have more questions about this?

Reach out to your Customer Success Manager or support@talkdesk.com if you have any questions about Callbar or the retirement of the CTI Widget.

 

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