CTI integration and options
Hello,
We are currently in the process of investigation the usage of CTI in combination with Support Center.
We still experience some problems with this (for instance outgoing calls do not work) and we found out one important issue and that is that the extension for the support reps should be the phone number.
But now since we have incoming calls working we have a question:
- The option to log a call is available, but since support center also knows how long a call lasts, shouldn't it be smart to also log the call into supportcenter (in the Time Entry of Activities Pane). So record the total time per call for an issue when CTI is being used (start and endtime, and calculate the total time from that). This option would make CTI integration really usefull and interesting.
Kind regards,
Jarry
We are currently in the process of investigation the usage of CTI in combination with Support Center.
We still experience some problems with this (for instance outgoing calls do not work) and we found out one important issue and that is that the extension for the support reps should be the phone number.
But now since we have incoming calls working we have a question:
- The option to log a call is available, but since support center also knows how long a call lasts, shouldn't it be smart to also log the call into supportcenter (in the Time Entry of Activities Pane). So record the total time per call for an issue when CTI is being used (start and endtime, and calculate the total time from that). This option would make CTI integration really usefull and interesting.
Kind regards,
Jarry