Back to Communication Centre Main Page

What does this section cover?

Using CTI

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

The CTI utility can be accessed by Users who are defined as "CTI Enabled" and their user account also includes their phone , and whose phone device's extension number (the phone that is installed in the PC which is used to access CRM.COM). Therefore, whenever  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 device's events ( calls). Whenever there is an incoming call, the . The call agent will be is able to answer it incoming calls through CRM.COM . The CTI Utility also provides the ability to load information on and the caller's information is loaded in the Communication Centre screen related to , as the incoming caller based on the incoming call's number and the phone numbers of the phone number is cross-referenced with those of customers registered within CRM.COM.

Validations & Restrictions

Using CTI Integration

CTI Enabled users will be able to access the CTI Tool through the Communication Centre screen. For such users:

1. LOGIN / LOGOUT

2. CALL

   1. Once the user is logged in the CTI, they can make outgoing calls to customers whose information is registered in the system
   2. Once the call is answered the Communication Centre screen will be updated with detailed information of the customer

3. ACCEPT 

   1. Once there is an incoming call, the User is notified through the UI and is also able to select the ACCEPT control

   2. When the User accepts the call, the caller's phone number is searched to find a match across all phone numbers which are registered in CRM.COM. A list of all possible callers are provided by displaying detailed information of Contact Information such as the contact's full name, the matched phone number, contact number etc.  This information helps the user to identify and confirm the person who is calling

   3. Once the caller is identified and selected their information is loaded on the Communication Centre screen

   4. When a user is on call, no further incoming calls can be accepted

   5. The process of manually searching for the caller's information will still be available but it will be used only when the caller's number is not registered in the system

4. END CALL

   1. The action allows the user to end the call between the customer

5. ON HOLD

   1. The action allows the user to hold the call between the customer

6. CHANGE STATUS

   1. The CTI Tool provides users the ability to define their availability status within the CTI control panel.

   2. Each logged in user can either be in status Available or Busy indicating whether the user is available to accept incoming calls or not 

   3. When the user is busy he can still make calls

   4. When changing the CTI status through CRM.COM, the user device's status should also be updated in the telephone system as well

Calls from external Telephony Systems can be handled from CRM.COM by using one of the following integrations

• CRM.COM to Asterisk: through Asterisk - CRM.COM integration, 
• CRM.COM to any other 3rd party Telephony System: through CRM.COM Event Listener 

  Status
  colour Yellow title Available from CRM.COM R11.0.0

  
  By using the CRM.COM Event Listener Integration you can integrate CRM.COM to any third party Telephony System, given that the CRM.COM WEB API can be called from the Telephony System, to notify CRM.COM of incoming calls. 

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

Anchor
validations validations

Validations & Restrictions

Using CTI 

By using CTI you can handle inbound calls through CRM.COM. In order to handle calls through CRM.COM Communication Centre, login is required by the agents.

Logging In and Out

1. Navigate to Communication Centre
2. Provided the user is CTI Enabled a Telephone Icon is available on the left-hand side of the Top Toolbar
   Image Added
    
3. Click on Image Addedto login
   1. The icon changes to Image Added show that the User is logged in and available to select calls
4. Click on Image Added to logout
   
   

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
2. Answer the phone from the Telephone System application

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

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

5. Handle ending of the call through the Telephone System application.
   Image Added