IP Telephony

ELMA CRM+ integration with IP telephony systems allows using the following features:

outgoing call . Users can make calls from their PC, while CRM+ will automatically register them;
incoming call . Users can receive incoming calls and the system will also automatically register them.

To use the features, provided by the integration with IP telephony, you have to:

install and run ELMA Agent;
install an Internet telephony application (when using MightyCall (Infratel), you have to use an app for making calls, provided by the system).

There are also server requirements. To learn more about them, see the respective Help article.

Working with IP telephony systems

If ELMA is integrated with one of three IP telephony systems (Oktell, Asterisk, MightyCall (Infratel)), the Telephony panel (fig. 1) will be displayed in the lower right corner of Web Application by default. This panel allows making outgoing calls and viewing call history. The Telephony panel can be hidden if the required settings are configured.

Fig. 1. ELMA main page. Telephony panel (hidden)

This panel can be either hidden (fig. 1) or expanded (fig. 2).

Fig. 2. ELMA main page. Telephony panel (expanded)

The telephony panel has the following statuses:

	IP telephony is active.
	IP telephony is inactive. You need to log in to ELMA Agent. When you click on this button, the respective notification is shown (fig. 5). Fig. 3. Notification on connecting to ELMA Agent
	IP Telephony is stopped. When you click Pause below the list of calls, IP telephony stops for the current user. To resume the work, click Resume (fig. 6). Fig. 4. Telephony panel. Resume button

To make an outgoing call, enter the required data in the Name, Company or Number field or select a phone number in the call list and click

. The Outgoing Call dialog box will not open and the call will not be added to the calendar.

Below the Name, Company or Number field you can see the call history. Each entry includes:

phone number;
call date and time;
call type icon:

– incoming;

– outgoing;

– missed.

If a number in the list corresponds to an ELMA object (user, contractor, contact, etc.), the name of this object will be displayed. When you click on an object name, its page opens in a new tab.

When receiving an incoming call, the buttons of this panel will look as follows:

	Call on hold. When you click this button, the current connection will not be terminated, but verbal communication will be suspended, until the call is removed from hold.
	Call forwarding. When you click this button, the telephony panel will be expanded. To forward a call, in the Name, Company or Number field, enter the required data and click the button . The call will be forwarded to the specified subscriber.
	End the call. Click this button to end the call.

All the calls are displayed on the object page, Relationships tab.

All the calls are registered in the calendar, according to the call start and end time (fig. 5).

Fig. 5. Calls in the calendar