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 which 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 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 Toll through the Communication Centre screen. For such users, 

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. The CTI Tool's section provides the following controls:

   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 controls 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.