VoIP:3rd Party Integration

VTX vPBX offers integration into several third-party systems. Customers wish to get contact information on incoming call and would like to do outgoing calls from their CRM As basis for integration into third-party products mostly Action URL and TAPI functions are required. Our Softclients support these functions with version > = 7.1

Softclients

Softclients are available for Microsoft Windows and MacOS operating system. Most of CRM using Microsoft Windows.

To setup Softclient refere to the configuration helper

• DesktopCommunicator
• DesktopOperator
• DesktopCTI

Install the Softclient Same setup guide for all Softphones

• DE: Quick User Guide Softclient
• FR: Quick User Guide Softclient

Registry of CALLTO and TEL protocol

The softclient in most of cases automatically registers itself during the installation for the CALLTO and TEL protocols. This configuration can change due to the installation of other software.

Example based on Microsoft Windows 10

• Open Windows Settings and open Default apps menu
• Search for your standard Browswer App
• Select Choose default apps by protocol

Default apps by protocol

CALLTO
Serch for CALLTO and check or chage the default to the application DesktopControl Dialer

assign CALLTO protocol to DesktopControl Dialer

CALLTO protocol assigned to DesktopControl Dialer

TEL
Search for TEL and check or change the default to the application DesktopControl Dialer

assign TEL protocol to DesktopControl Dialer

TEL protocol assigned to DesktopControl Dialer

Set up hotkey

In order to enable an outgoing call from a third-party product, Softphones also offers a hotkey. By default it is set to Ctrl+F12 (Strg+F12) This function enables a marked number to be dialed via the Softclient. All characters that cannot be selected are automatically removed and the number normalized. It can get personalised to your needs

• open Settings / Keyboard
• search for "Dial selected number"
• choose your own setup

Set up Action URL

Open the Action URL settings in the Softclient and add the following setting:

• Call events => Incoming call
• Status => activated
• Scope => External calls
• Action type => Run application
• URL => <APPLICATION_URL> can be found in the respective CRM System chapters

Set up Standard Browser

For the integration into Softclients you need the file path of your standard web browser. This is referred to in the documentation with the placeholder <BROWSER>

If you want to initiate an outgoing call from the third-party applications using CALLTO or TEL protocol, configure the application according to "Registry of CALLTO and TEL protocol" The web browser will show a popup window for each call, which can get deactivated in most browsers

Depending on the operating system and installation path, the examples can be different from your installation Easiest way to find the right path is by rightclick on the application - Settings

Browser URL

Always allow the browser to open the app

Microsoft Edge

Example: <BROWSER> = "C:\Program Files (x86)\Microsoft\Edge\Application\msedge.exe"

Firefox

Example: <BROWSER> = “C:\Program Files\Mozilla Firefox\firefox.exe”

Chrom

Example: <BROWSER> = “C:\Program Files(x86)\Google\Chrome\Application\chrome.exe"

CRM Systems

HubSpot

FIXME

Twixtel

Twixtel is available in DE/FR/IT, no english version available. Latest Version 61 is from 2019.
TwixTel is not supported anymore and will not be updated anymore!
You risk to get wrong lookup of data

Tested and working with IP-phones (Yealink + Snom) using DesktopCTI (not tested with DC or DO only)

Configure TAPI in TwixTel

• Open TwixTel
• In Menu Option choose Setup Anruferkennung/Wählen
• In Telecommunication Setup Tab change Apparate-Typ to TAPI: DesktopControl
• Enter your Prefix (ex: 071)
• Click on Tapi button to activate the Tapi driver
• Afterwards test with Konfiguration Testen if the TAPI got successfully installed and the IP-phone/Softphone can be reached
• Confirm with OK
• Restart TwixTel

Setup Anruferkennung/Wählen

Telecommunication Setup

Activate TAPI

Test TAPI

Configure Options of Anrufer Identifikation

• Start Anrufer Identifikation (Task bar)
• In Anrufer Identifikation go to menu Datei - Einstellungen
• Configure Länge der Liste der Anrufenden: 1000
• Activate ShowCall Symbol im Infobereich der Taskleiste (SysTray) zeigen
• Set value to minimize Caller-Window in Das Anruferkennungs-Fenster kann nach einem Anruf automatisch minimiert werden. Wählen Sie die Verzögerung aus der Liste aus: Nach 15 Sek. minimieren
• Confirm with OK

open Anrufer Identifikation

Twixtel Identifikation

Settings bevore changements

Settings after changements

ZOHO

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The following integration is possible for ZOHO with DesktopCommunicator/DesktopCTI/DesktopOperator

• Contact information for incoming calls
• Outgoing call from the application

Contact information

Add the following <APPLICATION_URL> into the URL field according to the chapter Set up Action URL :

<BROWSER> https://crm.zoho.eu/crm/<ZOHO_URL>/search?searchword=$call.remote_number

<BROWSER>: replace placeholder <BROWSER> with your browser used by follow chapter Set up Standard Browser
<ZOHO_URL>: replace placeholder <ZOHO_URL> with your personal ZOHO installation ID (which can be found in the URL of your browser when opening ZOHO CRM, i.g. org12345678900)

Example of URL using Edge + ZOHO: "C:\Program Files (x86)\Microsoft\Edge\Application\msedge.exe" https://crm.zoho.eu/crm/org12345678900/search?searchword=$call.remote_number

Outgoing calls

All numbers can be called via the Softclient by clicking on the green icon

dial out via ZOHO

CALLTO prococol must be configured as described in chapter Registry of CALLTO and TEL protocol