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Using CTI

Through CTI (Computer Telephony Integration) Tools, CRM.COM integrates with a Telephony System in order to manage incoming calls via its own interface.

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 CRM.COM, the CTI Utility matches the phone's extension with the actual device and starts monitoring the calls. The call agent is able to answer incoming calls through CRM.COM and the caller's information is loaded in the Communication Centre screen, as the incoming caller's phone number is cross-referenced with those of customers registered within CRM.COM. 

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 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.

Validations & Restrictions

ActionRestrictionsSystem Processing
All
  • CTI Enabled is configured in the active /wiki/spaces/WIP/pages/10008521
  • User is CTI Enabled and the telephone extension is defined
  • Unrelated to CRM.COM - The Telephony System must be active

  • Once a call comes in the Telephony System forwards the caller's phone number and the call agent to whom the phone call should be transferred to, in order for CRM.COM to identify the caller and set the Communication Center screen of the designated agent to display detailed Contact Information.

    As a result, the call agent will be able to immediately view this detailed Contact Information on his/her Communication Center screen once the call is accepted and without any manual contact search.

 

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

     
  3. Click on to login
    1. The icon changes to  show that the User is logged in and available to select calls
  4. Click on  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.
    CTI - MULTIPLE CONTACT MATCH

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