Use your existent custom CRM application and integrate it with the xCally Phonebar.

How it works

Ms. Emily Brown calls the customer care to get information about her order. 

An IVR application asks her to insert the order number, then she gets connected to an agent.

Agent John Doe answers to Ms. Brown, the Phonebar launch a URL to company CRM with some call parameters (CallId, Agent, Queuename)  and the order number (previously inserted in the IVR).

A CRM web page with the customer information is displayed by the Phonebar.

What you need

Create the IVR script

The IVR script is basically the follows:

Refer to the Cally Square guide and examples to build your own IVR script.

Configure the Queue

In the Queue Advanced Settings, set the application type, the URL with the parameters and on which event it has to be launched.

CTI URL

Insert the URL of company web application or CRM with the call parameters.

e.g. http://mycrm.company.com?callid={UNIQUEID}&ordernum={CALLDATA}

where UNIQUEID is the unique call id and CALLDATA is the variable where we saved the order number inserted by the customer.

Here is the list of the available parameters:

CTI EVENT

The available events are:

Up: when the agent picks up the call

Ring: when the Phonebar rings

CTI APPLICATION

Choose the application to launch (e.g. Google Chrome, Internet Explorer, ..)

Ready to live the CTI experience

The custom CRM application receives the data from Phonebar opening its web interface with the customer's order information