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Computer telephony integration (CTI)

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Computer telephony integration (CTI)

Computer Telephony Integration (CTI) enables the Customer Service application to support inbound and outbound telephone calls.

Customer service agents can do the following with CTI:
  • Make an outgoing call to a phone number.
  • Receive an incoming call from a phone number or from another user within the system.
  • Transfer a call to another user within the system.
  • Place a call on mute.
  • Set their availability status.

CTI does not require any specific user role except the OpenFrame user (sn_openframe_user) role. Roles are based on the application using CTI.