CRM CTI Framework

Driving value from Call Management with ease of use and customisation features
 

The CRM CTI Framework is a flexible open ended infrastructure that is applied on top of Sage CRM to allow for a customisable and extendible CTI integrated system. The Framework includes a number of additional features over the standard CTI functionality in Sage CRM :

With the CRM CTI Framework, we introduce a platform that can be used to have completely customisable CTI integration with CRM. A standard feature set is delivered as part of the framework which gives you added value from the offset. Therein, you may additionally map your business process to your telephony life cycle.

What's New?

  •  Support 7.1 - is now fully compatible with Sage CRM 7.1
  •  Interactive communication area - an interactive communication area is launched wherethe user may modify the information saved with the communication.
  • Automatic lead creation - if a call is received from a number that is unrecognised by the system the user is given the ability to create a lead record for the unknown caller.
  • Hide/ Unhide option - a new main menu button allows the user to hide/unhide the CTI Framework area as required.
  • Resizable framework area - the CTI Framework area can be resized by dragging the left edge of the frame using the mouse.
  • Login enhancement - users may now login through the CTI Framework login screen by hitting <ENTER> on the keyboard.
 

Other Features:

  •  You can use any type of custom pages, dlls, and 3rd party connections within the Framework unlike the standard.
  •  All major protocols and switches are supported whereas the standard has one basic protocol which has a low compatibility rate.
  •  A new 'side car' element which allows you to dock new fixed interfaces into the system.
  •  Creation of background events as part of the call life cycle (e.g. create a comm. in the background).
  •  Capture and process at any level of telephony events required.
  •  A customisable Caller Id matching algorithm to allow highly accurate Caller Id matching to your Contact database.
  •  Creation of 'hot button' features for heightened efficiency and turnaround time.
  •  Audit trail of all call activity on each workstation.
  •  Dual login option for the desktop telephony units and CRM for single login.
 
(click on any image to enlarge)

On initial start-up of the system, the User is required to login within the CTI frame. This is a unified login interface which will login into CRM, the telephony switch is required, and any hardware located next to the workstation. This requires Usernames and Passwords to be properly synchronised between each of these systems. Once successfully logged in, the main framework including CRM and the new CTI frame appears.

Dual Login frameset when in CTI Framework mode for Sage CRM.


Example of how a Dialler queue can be set up and used as a point of integration with a CTI dialler application (not standard).

Within a person context in CRM the CTI Framework will allow the user to create a communication on completion of a call. If the user has no context then the CTI Framework automatically allows the user to create a lead on completion of a call. Since there is no context the call is judged to be from an unknown contact and so the option to create a lead is offered.

CRM CTI can now quickly access from Main Menu. A new main menu button allows the user to hide/unhide the CTI Framework area as required.

The CTI Framework always created a competed communication once a call was ended. In version 1.2 an interactive communication area is launched where the user may modify the information saved with the communication. This area includes Save and Cancel buttons which allow the user to select if they wish to complete a communication or not.