•Which telephone systems can be integrated with Creatio?
•How to integrate with cloud telephone providers?
•Which functions are supported by the connectors that can be integrated with Creatio?
•Phone integration stops working after updating Asterisk to version 12. Why?
•How do I add a custom process to the CTI panel?
Which telephone systems can be integrated with Creatio?
By default, Creatio is integrated with Webitel telephone service. Other telephone systems can be integrated with Creatio, if needed. The list of supported telephone systems is available in the “Feature Comparison for supported phone systems” article.
How to integrate with cloud telephone providers?
Creatio interacts with phone providers through an IP-PBX. To integrate with a cloud telephone system, set up one of the supported IP-PBX. The setup procedures for integration with different phone systems are available in a separate article.
If you are not using connectors listed in the comparison table for phone integration features, you can use any of the connectors available on Creatio marketplace.
Which functions are supported by the connectors that can be integrated with Creatio?
The feature comparison for integration with different telephone systems, as well as requirements for integrating these systems with Creatio, are available in the Feature Comparison for supported phone systems article.
Phone integration stops working after updating Asterisk to version 12. Why?
Phone integration may stop working because the message transfer services in the new and previous Asterisk versions work differently. To enable Creatio integration with Asterisk 12 and up, update Terrasoft Messaging Service (TMS) connector. To do this:
1.Obtain an updated connector file from Creatio support and save it locally.
2.Stop the TMS service.
3.Delete TMS.
4.Restart the phone integration server.
5.Install the new TMS version.
6.Duplicate your settings in the new version.
7.Run the TMS service.
8.Check phone integration operation.
Can I dial an external phone number with an extension external number, bypassing the secretary/answering machine?
This depends on the settings in the PBX API. Most APIs do not have this function. If the PBX API has this function, you will need to perform additional settings on the phone integration server.
How do I add a custom process to the CTI panel?
Products that include Agent Desktop functionality come with several out-of-the-box business processes that an agent can run directly from the CTI panel during calls. For example, in service products, these are [Create new case] and [Start consultation for an existing case] processes (Fig. 1).
Fig. 1 Processes in the CTI panel
To add a business process to the CTI panel, you need to add the process to the [CTI panel actions] lookup. As a result, the process will become available in the [Processes] area of the CTI panel for the Contact Center agents.
Note
In Creatio, “contact center agents” are users who are members of the organizational role specified in the [Folder – Contact Center agents] (ContactCenterOperatorsFolder) system setting. By default, the role is “CC agents.”
Add the following process parameters to bind the process to other Creatio records:
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“CallId” of the “Unique identifier” data type. This parameter is automatically populated with the unique identifier of the corresponding [Calls] section record.
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“ContactId” of the “Lookup” data type. Populate this parameter with the unique ID of the caller/call recipient’s contact.
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“AccountId” of the “Lookup” data type. Populate this parameter with the unique ID of the caller/call recipient’s account.
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“PhoneNumber” of the “Text (50 characters)” data type. Populate this parameter with the telephone number of the caller/call recipient.
You can use these data to automatically populate the fields of the new record created during the process execution.
See also
•Feature Comparison for supported phone systems
