Set up integration with Oktell

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In Creatio, the Oktell integration functionality requires a separate license. You need to generate a license request, send it to our service team, upload the received license file into the system and finally, distribute the licenses between the users.

Note. See more details about licensing in the “Creatio licensing” and “Manage user licenses” articles.

The integration is only possible if complete preliminary Oktell setup was performed by the phone integration administrator.

Selecting message exchange library 

Message exchange library selection is performed once by the system administrator.

  1. Open the system designer by clicking btn_system_designer.png in the top right corner of the application window.

  2. Click the System settings link in the System setup block (Fig. 1).

    Fig. 1 Opening the System settings section
    scr_chapter_telephony_setup_link_system_settings.png
  3. Select the Default messages exchange library system setting in the list and click the Open button.

  4. On the system setting page, populate the Value by default field by selecting the "Phone integration library based on Oktell protocol".

  5. Click Save.

Setting Oktell parameters 

These settings should be applied with each Creatio user who received Oktell integration license. Use the user login credentials to access the system.

  1. Open the user profile page by clicking the Profile image button on the main page of the application.

  2. Click the Call Center parameters setup button.

  3. On the opened page, populate the required values:

    1. Disable Contact Centre integration – the checkbox allows you to disable Creatio integration with the telephony. The call button will not be displayed on the communication panel of the application.

    2. Oktell server address – Oktell website address, for example, “ws://oktell:4026”.

    3. Username, Password – authentication user data.

    4. Enable debugging – this checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the phone integration runs into problems and the customer addresses the service team.

    5. Enable picking up phone from application – this checkbox allows you to use the answer button from the application upon receiving an incoming call. If the checkbox is not selected, the answer to the call will be performed using the telephone receiver.

      Note. The Enable picking up phone from application checkbox will run if the telephone set supports the auto-answer function while receiving SIP Header Auto Answer. For example, most Cisco phones support this function by default. The Grandstearm phones require additional telephone configuration options.

  4. Click Save.

  5. Refresh the browser page to apply the changes.