Oktell

General information

Oktell integration with Creatio is implemented on the client level using the oktell.js library.  The oktell.js source code is located in the OktellModule configuration schema of the CTIBase package.

The Oktell server communicates with phones and with the end clients (browsers). With this integration method Creatio does not requires its own WebSocket server. Each client connects via the WebSocket Protocol directly to the Oktell server. The Creatio application server creates pages and provides data from the application database. There is no direct relationship between Creatio and Oktell server. Access is not required, so customers process and combine the data of the two systems independently. The Oktell web client and the oktell.js plugin, embedded in other projects, are implemented according to this principle (Fig. 1).

Fig. 1. Oktell integration with Creatio schema

 

 Oktell.js

Oktell.js is a javascript library for embedding the functionality of the call control in a CRM system. Oktell.js uses the Oktell WebSocket Protocol to connect to the Oktell server. The advantage of this Protocol is the establishing of a permanent asynchronous connection to the server, which enables you to receive events from the server Oktell and execute certain commands.  Because the Oktell WebSocket protocol is quite complicated to implement, the Oktell.js wraps the WebSocket Protocol methods inside itself thus providing simple management functionality.

Voice transmission between subscribers

In a conversation between the oktell and Creatio operators, voice is transmitted via the Session Initiation Protocol (SIP). This requires that either the VoIP phone or the Softphone operator be installed on your computer (Fig. 1).

Interaction of components

The interaction with the oktell.js library is executed via the OktellCtiProvider class, which is a link between CtiModel and OktellModule that contains the oktell.js code. The OktellCtiProvider class implements the BaseCtiProvider interface class (Fig. 2).

Fig. 2. The components interaction schema in the process of Oktell integration with Creatio

 

 

Examples of interaction between CtiModel, OktellCtiProvider and OktlellModule are displayed on Fig. 3 and Fig. 4.

Fig. 3. Operator outgoing call to a subscriber: putting a call on hold, putting off hold by a subscriber and finishing the call by the operator.

Fig. 4. Incoming call of a subscriber 1 to an operator with a consultation call to subscriber 2 with the subsequent connection of the subscriber 1 and subscriber 2 by the operator.

The list of supported oktell.js class library events is listed in table 1.

Table 1. The list of supported oktell.js class library events

Event	Description
connect	Successful connection to server event
connectError	Connection to server error in the 'connect' method event. Error codes are the same as for the callback function of the 'connect' method
disconnect	Server connection closing event. The object describing the reason of the disconnection is passed to the callback function.
statusChange	Agent status change event. Two string parameters are passed to the callback function — the new and previous state
ringStart	Incoming call start event
ringStop	Incoming call stop event
backRingStart	Returning call start event
backRingStop	Returning call stop event
callStart	Outgoing call start event
callStop	Call UUID change event
talkStart	Conversation start event.
talkStop	Conversation stop event.
holdAbonentLeave	Caller hold leave event The abonent object is passed to the callback function with information on the caller.
holdAbonentEnter	Caller hold enter event The abonent object is passed to the callback function with information on the caller.
holdStateChange	Hold status change event. The information on the hold is passed to the hold function.
stateChange	Line status change event.
abonentsChange	Current abonents list change event
flashstatechanged	Hold status change low-level event
userstatechanged	User status change low-level event