Convoso CTI Adapter. Full 4-Environment Salesforce Deployment

One-Line Summary: Enterprise Computer Telephony Integration connecting a Convoso cloud auto-dialer with Salesforce CRM, deployed and configured across four Salesforce environments from scratch.

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Problem Statement

The client's sales team needed to dial prospects from within Salesforce rather than switching between a standalone dialer and the CRM. Without integration, agents had no automatic call logging, no disposition sync, and no way to tie call recordings back to lead records. The business required a production-grade CTI adapter deployed across Sandbox, SIT, UAT, and Production. with full configuration parity, audit logging, and a repeatable playbook for future sandbox refreshes that wipe all settings.

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Solution

Led the end-to-end implementation of Convoso's managed CTI Adapter package (v1.7 to v1.8) across all four Salesforce environments. This involved package installation, OAuth configuration, Named Credential setup, Call Center XML import, field mapping, disposition mapping, user mapping, permission set assignment, package license allocation, and utility bar integration into the standard Sales app.

Authored 100+ JavaScript diagnostic and configuration scripts that automate environment comparison, setting replication, field mapping creation, disposition sync, debug log retrieval, and health checks. making the integration reproducible and auditable rather than manual point-and-click.

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Tech Stack

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Key Features

• In-Salesforce Calling: Softphone embedded in the Sales app utility bar via the convosoCTIAdapter Lightning Web Component. Agents dial, receive calls, and select dispositions without leaving Salesforce.
• Click-to-Dial: Phone number fields on Lead/Contact/Account records trigger outbound calls through the Convoso softphone.
• Call Disposition Sync: 11 disposition statuses (No Answer, Busy, Answering Machine, DNC, Not Interested, etc.) map from Convoso to Salesforce Campaign Member Status in real time.
• Automatic Call Activity Logging: Every call creates a Task record in Salesforce with 22 Convoso-specific fields including Call ID, Agent Name, Recording Link, Disposition, Campaign Name, and call duration.
• Call Recording Storage: Call recording records with metadata and direct audio URL links.
• Field Mapping Engine: Bi-directional field mapping between Convoso lead fields and Salesforce Lead/Contact objects, including custom fields for date-of-birth, lead source, consumer-debt amount, funding requested, and AI-call-transfer flags.
• Multi-Environment Config Parity: Automated scripts compare Phone Settings, field mappings, disposition mappings, Named Credentials, and user maps across all four environments and flag drift.
• Dual-Dialer Coexistence Discovery: Proved that Convoso and 8x8 dialers can operate simultaneously. agents keep their existing 8x8 Call Center assignment while using the Convoso utility bar component independently. This eliminated the need for disruptive Call Center migration.
• Package Upgrade Management: Coordinated v1.7 to v1.8 upgrade across SIT, UAT, and Production with zero downtime.
• Sandbox Refresh Playbook: Documented and scripted the full reconfiguration sequence for post-refresh recovery (Call Center re-import, Campaign recreation, Phone Settings, User Map, Scheduled Jobs).

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Impact / Metrics

• 4 environments fully configured and validated (Sandbox, SIT, UAT, Production)
• Production active users confirmed actively making calls as of May 2026
• 100+ scripts authored for diagnostics, configuration, and environment comparison. Each environment previously required a multi-hour manual configuration walk-through covering package install, OAuth setup, Named Credential configuration, Call Center XML import, field mapping, disposition mapping, user mapping, and permission set assignment. The scripted playbook cut that to under 30 minutes per environment. Across the 4-environment rollout, that is roughly 14+ hours of manual configuration replaced with a repeatable, auditable process.
• 11 disposition statuses syncing in real time from Convoso to Salesforce Campaign Member Status
• 22 call activity fields auto-logged per call as Salesforce Tasks
• Zero-downtime v1.7 to v1.8 package upgrade across all environments
• Dual-dialer discovery eliminated a planned Call Center migration that would have pulled 40+ agents offline for 2-3 days while their existing 8x8 Call Center assignment was reconfigured
• 14 documented common errors with scripted fixes, reducing troubleshooting time for the team

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Status

Production. Deployed and Active. All four environments configured and operational. Active production users making calls. Remaining items: Lead lookup linking for recordings/tasks (requires bi-directional sync), Sales Console migration evaluation for full screen-pop capability, and UAT Sales Rep audio profile fix.