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The CRM CTI Framework is a flexible open ended infrastructure that is applied on top of Sage CRM to allow for a customizable 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 customizable 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.
The current version of CRM CTI Framework includes:
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 synchronized between each of these systems. Once successfully logged in, the main framework including CRM and the new CTI frame appears.
The general concept is based around an external frameset built outside of CRM, which allows for a new CTI frame to be built outside of CRM, which is always visible. CTI events and actions are controlled through this frame which integrates with CRM through remote frame based calls back to CRM.
With the CTI Provider SDK, it should be possible to integrate all events and functions for CTI and Email using this SDK on the client side of each workstation. This requires CRM to include a custom event and function framework which encompasses CRM and allows entry and exit points in and out of the CRM system and communication with client CTI agent on the workstation. This allows for the most flexible options on choice of Telephony provider, CTI environments and configuration of business process.
If a call is received from a number that is unrecognized by the system the user is given the ability to create a lead record for the unknown caller.
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