FusionPBX CTI Webclient

FusionPBX web-based CTI client and WebRTC Softphone

FusionPBX

Browser-based CTI client for FusionPBX, including a WebRTC softphone

Customer information screen-pop

Any information such as ANI, DNIS, and call variables can be used to pop up a customer profile. The example to the right shows this toolbar within Microsoft Dynamics CRM

1. Screen pop with incoming call.

2. Show multiple customers mapping a callerID or variable set.

3. Show customer details information if callerID or variable.

CTI Integrated Webphones

Expertflow Cloud Contact Center provides a user-friendly interface, integrated will all the basic CTI operations, and agents are not required to log in on any SIP phone, the agent just needs to login into the Agent Interface, and we will automatically register a browser-based SIP phone based on his dedicated extension. This interface follows the mechanisms of WebRTC ↔ SIP.

Email and Chat

Handle non-voice channels (chat, email etc.) from within the CRM interface via CTI Toolbar by leverage on Expertflow's Chat Engine.

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CTI Call controls

Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, agent can perform the following actions,

  • Accept an incoming call
  • Hold/Resume/Release call
  • Consultative or blind call transfer to Siebel contacts or extensions
  • Conference call.
  • Call wrap-up

Agent State Controls

The CTI toolbar within Oracle Siebel CRM also allows the agents to manage their states. The following state controls are supported,

  • Login
  • Logout
  • Logout with reason code
  • Ready, Not Ready, Not Ready with reason code

Ports 61616, 8161, 5222, 5223, 7071, 7443, 8080, 80, 443, 8443, 123, 53 need to be open between the agent session and the Generic connector server.

Hardware Requirements

Upto 50 agents51-400 agents
Server Cores2 Cores4 Cores
RAM4 GB4 GB
Hard Disk10 GB20 GB

Software Requirements

Operating SystemWindows Server 2012 R2 64-bit or above