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 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 Tool 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 outboud

Receiving an Incoming Call

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

   2. LOGOUT

   3. 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