Using CTI Integration

Through CTI (Computer Telephony Integration) Tools, CRM.COM integrates with a telephony system in order to manage incoming and outgoing calls via its own interface. CTI tools are embedded in CRM.COM and provide the ability to manage incoming or outgoing calls through the Communication Centre screen.

The CTI utility can be accessed by Users who are defined as "CTI Enabled", and whose phone device's (installed in the PC which is used to access CRM.COM) extension number is included in their User account. 
Consequently, when a call agent logs in to CRM.COM, the CTI Utility matches the phone's extension with the actual device and starts monitoring the calls. 
The call agent will be able to answer incoming calls through CRM.COM and the caller's information will be loaded in the Communication Centre screen, as the incoming caller's phone number is cross-referenced with those of customers registered within CRM.COM.

Check the Validations & Restrictions Table for restrictions applicable when using CTI.

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validations validations

Validations & Restrictions

Logging In and Out

1. Navigate to Communication Centre
2. Provided the user is CTI Enabled an additional section becomes available with a number of controls for managing calls
    
3. Click on LOGIN
4. Once you login the button changes to LOGOUT
   

Making an outbound Call

Follow the steps below to place an outbound call:

1. After you have successfully logged in, search for the contact you would like to call using the search toolbar of the Communication Centre.
2. Enter the phone number in the Phone No. textbox including extensions required by your Telephone System to make outbound calls
   1. i.e. 9-00357-997777777 (hyphens are used in the example to distinguish between the extension dialling code, the area code and the phone number)
      
3. Click on CALL
   1. The call will be transferred to the Telephone System you are using, from where it will be placed
      
   2. The call will be established with the subscriber

Receiving an Incoming Call

In order to receive a call, the Telephone System must be active

1. When an inbound call is received by an agent logged in the CTI utility, the calling Contact is loaded on the Communication Centre screen (provided their telephone number is registered to a Contact Information). 
   If the number is related to more than one contact, then a modal window opens with a list of contacts that have that specific number

1. Answer the phone from the Telephone System application
   

2. Once the call is answered select the calling Contact from the modal 

3. The Contact will be loaded in the Communication Centre screen 

4. Handle ending of the call through the Telephone System application.