CTI Computer Telephone Integration

CTI - Computer Telephony Integration

For a more detailed and less technical description see our website: https://www.egroupware.org/en/cti-telefon-integration

Outgoing: Click2dail

Supported via an URL (Administration >> Applications >> Address Book > Site configuration: Telephone Integration) since a long time.

You can either set an URL (and optional popup size) provided by your phone system or one supported by your browser eg. a tel://%1 URL, which are used for each phone number it shown in EGroupware.

EPL: adds support via the REST APIs of various telephone systems, see Incoming CTI.

Status app allows to call other EGroupware users by right click on their avatar picture.

Incoming CTI: automatic CRM view, call history and calendar integration

Community Edition: only automatic CRM view by calling an URL with user credentials and the calling phone number

If the phone number is found in a contact accessible by the user AND the user is logged into EGroupware the contacts CRM view will open (via a push message send to the users browser). This is e.g. used for the integration with AGFEO.

EPL & Placetel: full integration with all features including provisioning of sip accounts and phones

Placetel integration is the most complete one available for EGroupware including support for the Placetel contract itself bought via Placetel Reseller EGroupware GmbH: https://www.egroupware.org/en/cti-telefon-integration

Please call EGroupware GmbH for a demonstration and a Placetel test account.

Placetel integration happens between the EGroupware server or cloud and the Placetel cloud, no need for any configuration on the users workstation. Plus a single support point for EGroupware and your Placetel phone system :)

To configure the integration you need the credentials of your Placetel (test-)account, then log into EGroupware with an administrative account and go to Administration >> Applications >> EPL-Feature: CTI / Computer Telephone Integration. We're happy to provide you with a Placetel test-account and guide you through the process.

EPL & Asterisk: automatic CRM view, call history and calendar integration via Asterisk REST API

Asterisk integration uses the ARI (Asterisk REST API) to talk to the Asterisk server and receive call events to show an automatic CRM view and record calls. Asterisk can not call a webhook for incoming and outgoing calls, but uses a websocket connection with ARI. Therefore you need to install an event forwarder to connect to ARI via a websocket and forwarding call events to EGroupware's webhook. The event-forwarder is available as container or NodeJS script which can run any server having access to the Asterisk and EGroupware server (including both of them):

docker run -d --restart=always -e EGW_WEBHOOK="http://cti:[email protected]/egroupware/stylite/cti.php" 
     -e ARI_URL="http://asterisk:[email protected]:8088/ari" quay.io/egroupware/asterisk-events

Asterisk integration happens between EGroupware and Asterisk Server and does NOT need any configuration on the users workstation. ARI obviously need to be enabled and accessible on your Asterisk server.

EPL & other cloud or on-premise telephone systems

We (EGroupware GmbH) are happy to develop further integrations with other telephone systems given they offer a REST API and a webhook (or other means) to send call events to the EGroupware server.

Please call EGroupware GmbH to discuss your requirements, preferable before committing to a phone system contract.