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Oracle CRM On Demand CTI Developer's Guide > Overview of CTI and CRM On Demand Integration > About the CTI IntegrationThe CTI integration (see Figure 1) is a client-side form of integration that supports:
The third-party telephony platform includes automatic call distributor (ACD) and interactive voice response (IVR) facilities and handles incoming communication interactions, like phone calls and emails, and chat. Oracle CRM On Demand maintains activity records for each transaction, displays records related to the interaction (for example, the Contact record of the person calling) and provides a UI for the interaction. For example, when a customer calls the call center, the switch routes the call to the agent who is logged into Oracle CRM On Demand, which creates an activity record to track the call, and automatically loads a record related to the call, like a contact record in which the work phone number matches the customer phone number. All the call control and telephony state management remains on the CTI client application.
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Oracle CRM On Demand CTI Developer's Guide, Release 34 | Copyright © 2017, Oracle and/or its affiliates. All rights reserved. Legal Notices. | |