Ezvoicetek Application Note

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EZACD-8000 CTI Integration for SugarCRM

This application note describes that How EZACD-800 can be integrated with SugarCRM by using Ezvoicetek

sample CTI Desktop Agent. The system integrator can of course easily modify to meet their special

requirements.

This application note will try to have the following features:

Agent Login to start SugarCRM for agent to login

When incoming call arrived, Agent Desktop will search the caller's telephone number and popup.

Agent can click the contact's telephone number and dial out automatically.

Applied System Version:

EZACD-8000 Release 1.0

EZACD CTI Desktop Agent Sample

SugarCRM Version 6.4.4

EZACD Setting: Login EZACD-8000 as a administrator or center manager.

1. Setup the Agent Group's Startup URL

Click CETNER -> Contact Center -> Select a Center -> Agent Group -> Select the Agent Group -> Modify:

In the Startup URL field, input the SugarCRM web start up page. In this case it is http://192.168.16.23/.

This URL will be started once the agent belonged to this group login to the ACD.

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2. Setup the ACD-DN's Popup URL

Click CETNER -> ACD-DN -> Select an ACD-DN -> Modify:

In the Popup URL input the following:

http://192.168.16.23/sugarcrm/index.php?action=UnifiedSearch&module=Home&search_form=false&adv

anced=false&query_string=%2B8862$_ANI_

The %2B is + for international dialing prefix. 8862 is the country code and area code. This is for easy to test

only. For real implement, you can done this in your EZSIP-6000 or EZPBX-2000 by using digit manipulation

rule to add +CountryCode+AreaCode automatically.

The $_ANI_$ is the caller ID for caller. You can use other variables based on your requirements.

3. Click COMMIT to take effective.

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SugarCRM Setting: Login to SugarCRM as administrator and click Admin -> System Setting and the following will appear:

Check the "Enable SkypeOut® integration " and click Save.

Since SkypeOut feature requires the telephone number had + prefix, please make sure that your

SugarCRM's telephone number is using this format such +886226629086.

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Startup Ezvoicetek Sample CTI Agent Desktop and login: The following will appear after login.

Login to SugarCRM and the following will appear:

Click on Ready for start to answer the incoming call.

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When a call is dispatched to this agent, the screen popup URL will be trigger and the caller ID will be used

to search SugarCRM for screen popup as follows:

The caller is +886226629086 and it has been searched and popup in the SugarCRM. Simply click the

searched contact and you should able to see the detail as follow:

The screen popup was easy and there is no need for reprogramming.

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To dial out the telephone number of a contact as follows:

Click the Office Phone Number and the CTI desktop agent will dial it out automatically. Please make sure

that the telephone number format should be +xxxxxxxxx for SugarCRM to build a callto URL for this number.

Ezvoicetek CTI desktop agent will support callto URL for dialing out.

Based on above settings, Ezvoicetek CTI desktop agent should able to have screen pop-up and click to dial

feature which is integrated with SugarCRM. There is no need to do any customized programming. Only a

few settings, Ezvoicetek CTI desktop agent will be integrated with SugarCRM.