360 CTI App Flow Architecture

This guide explains how a call travels between Salesforce, the telephony provider, the carrier and your customer when you use 360 CTI. It is useful for Salesforce admins, IT and security teams who want to understand what connects to what before rolling 360 CTI out.

The Main Components

Outbound Call Flow

1. An agent starts a call from Salesforce, for example with Click to Dial on a Lead or Contact.
2. 360 CTI sends the outbound call request from the Salesforce client org to the provider through an API.
3. The provider passes the outbound call to the carrier.
4. The carrier connects the call to the end user's phone.

Inbound Call Flow

1. The end user calls your business number.
2. The carrier sends the inbound call to the provider.
3. The provider sends the inbound call to the Salesforce client org through an API.
4. 360 CTI routes the call to the right agent in Salesforce and shows the caller's details.

Delivery Callbacks

As a call progresses, the carrier sends delivery callbacks to the provider, and the provider sends them on to Salesforce through an API. These callbacks carry the status of the call, so 360 CTI can update the call in Salesforce, for example when it is answered, ends or is not answered.

License Management

Your Salesforce client org connects to the 360 CTI License Management org through an API. This is how 360 CTI checks and manages the licenses for your users.

Why This Matters for Salesforce Teams

• Calling stays inside Salesforce. Agents start and receive calls in the Salesforce org they already use, with no separate phone app.
• Every call reaches the right record. Call requests, inbound calls and status callbacks all flow back into your org, so calls are logged automatically.
• Clear connection points. Every link between Salesforce and the telephony provider is an API, which makes the setup easy for IT and security teams to review.