Module: CTI Administration

Path: System > System > CTI Administration

Topic: CTI Administration

Version(s):  5.1 & up

Editions: Call Center

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What Is CTI Administration

This screen will be managed by OLX staff. When CTI integration begins, OLX staff will set the settings in this menu according to the demands of the integration.

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Making The Connection

Where Will I See This Within OLX?

CTI integration is seen during order entry by agents taking calls.

What Reports Can Be Pulled?

1. On-line Stats Dashboard Definitions (orderlogix.com)
   
2. Master Toll Free Number List Report Definitions (orderlogix.com)
   
3. Calls By DNIS Report Definitions (orderlogix.com)
   
4. PBX Daily Calls Report Definitions (orderlogix.com)

What Imports/Exports Relate to CTI Administration

1. at this time there are no imports/exports

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Trouble Shooting

1. CTIApp.Connect(): Failed to connect to CTI Server.
   

1. try clicking enable CTI button
   
1. if no change, open support ticket

2. Soft Phone Login doesn't pop automatically. Agents have to manually login.
   

1. try clicking enable CTI button
   
1. if no change, open support ticket

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Setup

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CTI Status Tab

1. CTI Status/Messages
   
1. CTI Enabled.
   
1. 
   
2. CTI Disabled
   
1. 
   

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Buttons

1. Accept call and proceed to order entry screen.
   
2. Accept call and proceed to customer detail screen.
   
3. Go to Lead Detail Screen.
   
4. Accept call and proceed to call entry screen.
   

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Features

1. Outbound dialing
   
2. Self-Login enabled
   
3. Pickup-Hangup
   
4. Busy-Available
   
5. Lookup Customer
   
6. Lookup Lead
   
7. New Order On Call Connect
   
8. Script On Call Connect
   
9. Display Mute
   
10. Use call ID as recording ID
    

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Console

1. Extension - agents extension
   
2. DNIS -
   
3. ANI - call back number for the customer
   
4. CallID
   
5. Screen Pop button
   
6. Call Connected button
   
7. Call Ended button