Feature comparison for supported phone systems

Level: beginner

The telephony features in Creatio vary depending on the connected phone system. By default, Creatio is integrated with Webitel telephone service. If necessary, you can connect a different system.

Below is a feature comparison table for different phone systems:

TAPI	Cisco Finesse	Avaya	Webitel	Asterisk	CallWay	Velvetel
"Search by caller ID" phone system functionality
Note 1	+	+	+	+	+	+
"Make outgoing calls" phone system functionality
+	+	+	+	Note 2	Note 3	+
"Receive incoming calls" phone system functionality
+	+	+	+	−	Note 4	+
"Place calls on hold, unhold calls" phone system functionality
+	+	+	+	+	+	+
"End calls" phone system functionality
+	+	+	+	+	+	+
"Manage agent status" phone system functionality
Note 5	+	+	+	−	+	+
"Transfer calls" phone system functionality
+	+	+	+	+	+	+
"Save the information to Calls section" phone system functionality
+	+	+	+	+	+	+
"Call from browser" phone system functionality
−	−	−	+	−	−	+
"Replay calls" phone system functionality
−	−	−	+	−	−	+
Telephone system versions
All phone systems that use TAPI 2.X	Cisco Finesse 11.5+	AES v5.2-10.1		13, 16, 18

Notes

1

Due to TAPI limitations, caller identification is unavailable for calls routed through UCCX while using CUCM.

2

The user might have to respond to an incoming system call to initiate an outgoing call from Creatio. The call flow depends on the software/hardware phone version/model.

3

CallWay software phones are fully supported. If the agent uses a different IP or software phone, they have to respond to an incoming "system" call to initiate an outgoing call from Creatio.

4

Only CallWay software phones are fully supported.

5

The following 2 statuses are available: "Ready" and "Do not disturb" (DND). Cisco is currently not supported.

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See also

Set up integration with Webitel

Set up integration with Asterisk

Set up integration with Avaya

Set up integration with Cisco Finesse

Set up integration with TAPI

Set up integration with CallWay

Set up integration with Infinity X

Set up integration with Velvetel (vendor's documentation)