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Computer Telephony demo integration with the Case form

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Computer Telephony demo 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.

Note: If you are using a third-party provided CTI application, then you can integrate with the show_phone UI macro to make calls. For more information on UI macros, refer to UI macros installed with OpenFrame
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.

CTI demo integration with case routing

An incoming call from a customer contact or a consumer can be routed to an available customer service agent.

Similar to the other communication channels, incoming calls from customer contacts and consumers can be routed to a specific agent by using matching rules. If an agent is not available, the call can be placed in a queue. After the agent is free, the matching call in the queue with the longest wait time is rerouted to the agent.

Case routing is enabled as an activity in a workflow. In the Call Center demo workflow (available with the Customer Service CTI Demo Data plugin), a call is forwarded to an agent after the caller either creates a new case or enters a valid number for an existing case.

If no agents are available, the call goes into a queue and remains there until an agent becomes available. If a call is in the queue for longer than 10 minutes, it is forwarded to voice mail and the caller is asked to leave a message.

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