Configuring integration with IP telephony systems

To use ELMA integration with IP telephony systems, you have to configure:

Layout of ELMA integration with IP telephony systems

Fig. 1 illustrates the layout of an outgoing call.

Fig. 1. Outgoing call layout

Outgoing call processing procedure:

1. When you click on a telephone number or the Call button on the object page, the web browser and ELMA server exchange data (AJAX-request).

2. ELMA server finds the user internal number (login) in the profile contact information and sends a command to the Asterisk server - connect the subscriber to the required number.

3. The Asterisk server connects the external number of the public switched telephone network (PSTN) (3) with the internal subscriber (4).

Fig. 2 shows the layout of an incoming call.

Fig. 2. Incoming call layout

Incoming call processing procedure:

An incoming call from PSTN is received by the Asterisk server.
Internet telephony application of the internal subscriber receives an incoming call.

At the same time, ELMA server receives the call information as AMI (interface for starting external applications)
ELMA Agent receives information on the incoming call.
ELMA Agent opens the web browser.
The web browser requests ELMA server to get the required page.
ELMA server searches for the phone number among the CRM objects:
if ELMA server finds one entry with this number, it returns the incoming call registration page with the object entry found;
if ELMA server does not find any entries with this number, it returns the incoming call registration page with a new lead;
if ELMA server finds several entries with this number, it returns a page with the list of found objects. After selecting one, the incoming call registration page opens.

Layout of ELMA integration with "MightyCall (Infratel)" system

Fig. 3 shows the layout of making an outgoing call.

Fig. 3. Outgoing call layout

Outgoing call processing procedure:

When you click on a telephone number or the Call button on the object page the MightyCall (Infratel) application registers it. The web browser opens the outgoing call registration page. Data for registering an outgoing call are sent to ELMA server.
The MightyCall (Infratel) application sends the received number to the MightyCall (Infratel) server to connect with the external subscriber.
The MightyCall (Infratel) server connects the external number of the PSTN with the internal subscriber.

Fig. 4 illustrates the layout of receiving an incoming call.

Fig. 4. Incoming call layout

Incoming call processing procedure

An incoming call from PSTN is received by the MightyCall (Infratel) server.
The MightyCall (Infratel) server defines, with which internal number to connect the call. A user receives the incoming call in the MightyCall (Infratel) application. The MightyCall (Infratel) server defines correspondence between the internal number and ELMA user.
The MightyCall (Infratel) application opens a new page in the web browser, when receiving a call.
The browser requests the ELMA server to receive the page in the link.
ELMA server searches for the telephone number among CRM objects.
if ELMA server finds one entry with this number, it returns the incoming call registration page with the object entry found;
if ELMA server does not find any entries with this number, it returns the incoming call registration page with a new lead;
if ELMA server finds several entries with this number, it returns a page with the list of found objects. After selecting one, the incoming call registration page opens.