CTI integration with the Case form

Activating the CTI Softphone plugin enables several call-related features on the Case form.

Agents can click the phone icon to the right of the Contact field on the Case form to call a customer contact. Clicking this icon opens the OpenFrame window and displays the contact’s phone number.

Incoming and outgoing calls are logged in the Phone Log [sn_openframe_phone_log] table. The call logs are displayed in the Activity field on the Case form.

The Phone related list on the Case form shows all of the phone calls related to the case.