What does this section cover?

What is CTI Integration?

Through CTI (Computer Telephony Integration) Tools, CRM.COM integrates with a 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 who are defined as "CTI Enabled" and their user account also includes their phone device's extension number (the phone that is installed in the PC which is used to access CRM.COM). Therefore, whenever 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 call agent will be able to answer it through CRM.COM. The CTI Utility also provides the ability to load information on the Communication Centre screen related to the caller based on the incoming call's phone number and the phone numbers of the customers registered within CRM.COM.

Validations & Restrictions

Using CTI Integration

CTI Enabled users will be able to access the CTI utility through the Communication Centre screen.

Logging In and Out

1. Navigate to Communication Centre
2. If the user is CTI Enabled then an additional section becomes available and provides a number of controls in order to manage calls. 
    
3. Click on LOGIN
4. Once you login the button changes to LOGOUT
   

Making an outbound Call

If you would like to place an outbound call, follow the steps below

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 any extensions required by your telephone system to make outbound calls
   1. i.e. 9-00357-99778877 ("-" are only used here to distinguish between extension dialling code, area code and phone number)
      
3. Click on CALL
   1. The call will be transferred to the telephone system you are using, from where the actual call will be placed
   2. Accept the call from the telephone system
      (See below example screenshot)
      
      
   3. The call will be established with the subscriber

Receiving an Incoming Call

In order to be able to receive a call the Telephone system must be active

1. While you are logged in the CTI utility, when an inbound call comes in, if the telephone number is registered to a Contact Information then the Contact is loaded on the Communication Centre 
   1. If the number is  related to more than one contacts then a modal window opens with the contacts that have the specific number
      

2. Answer the phone from the Telephone system application
   

3. Once you answer select from the modal the Contact that is on the phone

   1. The contact will be loaded in the Communication Centre screen

4. To hung up close the phone via your Telephone System application.