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 :

• 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 compatability 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.

With the ENBU CTI Framework, we introduce a platform that can be used to have completely customisable CTI integration with CRM. Out of the box, 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.

• Dual CRM and CTI Login
• Dual Login Frameset
• CTI and Email in CRM

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).