Oracle CRM On Demand CTI Developer's Guide > Overview of CTI and CRM On Demand Integration >

About the CTI Integration

The CTI integration (see Figure 1) is a client-side form of integration that supports:

• Creation of interaction activity records in Oracle CRM On Demand, along with automatic association of existing Oracle CRM On Demand records that are matched to the customer (caller, person sending email, and so on)
• Screen pop for activity or associated records
• Interaction wrap-up
• Click-to-Dial from phone numbers in the Oracle CRM On Demand UI.

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.

Figure 1. CTI Integration Architecture