The Sage CRM CTI Framework is a flexible open ended infrastructure that is applied on top of CRM to allow for a customisable and extendable CTI integrated system.
The current version of CTI within CRM does not include features such as
- customisable event handlers
- custom interfaces for each CTI event
- palette of actions per call in
- open protocol enabled system
- post actions on incoming and outgoing events
With the Greytrix CTI Framework, we introduce a platform that can be used to have completely customisable CTI integration with CRM. A standard feature set is delivered as part of the framework which is compatible with the Avaya IC Agent system. However, any telephony system which adheres to a client side event handle model can be easily configured with model. The general concept is based around an external frame-set built outside of CRM, which allows for a new CTI frame to be built outside of CRM, which is always visible. CTI events and actions are controlled through this frame which integrates with CRM through remote frame based calls back to CRM.
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