CTI Settings

Learn to configure Computer Telephony Integration settings.

To configure your basic CTI (Computer Telephony Integration) settings:

Open the Rights module.
Select Extras > Telephone Profile from the menu.
The Telephone Profile dialog box is displayed.
Switch to the CTI tab.
The following settings are defined in the CTI pane:
- Speed Dial: Use the drop-down list to select the number to be dialled using the quick dial function.Various numbers can be stored in the Company and Person info areas, for example the number of the company or mobile phone numbers or persons at the company. These numbers can be selected from here. The first number in this list is dialled when a user clicks on the Speed dial button in Aurea.CRM.
- CRM.phone conditions: You can determine the conditions that need to be met for CRM.phone to carry out actions. The conditions are tested in the order they are entered. The condition associated with a task (via an action) is executed and any subsequent conditions are ignored. The order in which the conditions are defined is therefore important.
  Example: You define 3 conditions. The first condition applies to all calls. The second condition filters calls from Germany and the associated action opens a survey tailored to customers in Germany. The third condition filters calls from the US and opens a survey tailored to US customers.
  
  In this case, the first condition (applying to all calls) should not be placed first or second in the list, as it is met by all calls. This condition would be met by all calls and therefore the German and US calls would no longer be filtered.
  
  The conditions added here need to be defined beforehand. For further details, see Defining General Conditions and ACD Conditions.
  
  Click on (Load) to select a predefined event. The dialog box contains all defined events. Select the desired event from the list and click on OK.
  
  Click on (Delete) to remove a condition from the list.
- Internal call length: Enter the maximum length of numbers used for extensions or abbreviated dialling prefixes.
Use the Phone Books section to determine which directories are used by CRM.phone. Directories are text files and must contain entries in the following format:
<Name>;<Number>

e.g.:

John Smith;3329392
Use the Call information field to specify the format used by call information in the call history (in Aurea.CRM win and Aurea.CRM web) and is displayed in the CRM.phone Actions dialog (in Aurea.CRM win).
Click on (Company Field) to add a field from the Company info area. Click on (Person Field) to add a field from the Person info area to the call information.

Note that you can only select one field at a time; to select multiple fields, repeat the selection process.

You can also enter plain text in this field (e.g. "Company:" followed by the company name):

Restrictions: You cannot use braces ( { and } ) or semicolons in text entries.
Enable the Always look for call information option to always search for call data in the database (irrespective of any conditions and tasks).
Note: This option has no affect in Aurea.CRM web.
Use the Detailed view ( CRM.phone actions) field in the update.CRM win Settings pane to specify which information is included in the detailed call information.
Click on (Company Field) to add a field from the Company info area. Click on (Person Field) to add a field from the Person info area. The contents of the field are output in the detailed call information. You can select multiple fields.

Suppress automatic workflows in edit mode: Enable this check box to prevent automatic actions from starting when Aurea.CRM is in edit mode.
Display similar single hits: If the telephone number search does not return an exact match, but only a single similar number that meets the search criteria, this similar number is treated as an exact match.