CTI integration with the Case form

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

The customer service or consumer service agent can use the phone icon next to the Contact and Consumer fields on the Case form to make a phone call. The phone icon appears next to these fields if the entity record has at least one phone field (ph_number) and at least one of those phone fields contains a phone number.

The phone icon is a reference contribution that can be added to any reference field by modifying the dictionary and adding the following attribute: ref_contributions=show_phone_customer_service.

For more information, see Configure the related incidents icon .

Click the phone icon to place a call to a consumer or a contact.
  • If only one phone field is populated, a call is placed to that number.
  • If more than one phone field is populated, a dialog box displays the available numbers. Click the desired number to place the call and close the dialog box.
Figure 1. Select Phone Number dialog box
Select Phone Number dialog box

Incoming and outgoing calls are logged in the Phone Log [sn_openframe_phone_log] table. Call details are recorded in the Activity field on the Case form and in the Phone related list.