The following options can be selected in the pop-up window if exactly one customer matches in the CM database: The information displayed in the pop-up window (customer fields from the customer data model) can be customized by editing the template files (see ConSol CM Set-Up Manual). These templates are loaded by the CM.Phone client application during startup. The pop-up window is based on HTML template files which are located in the CM.Phone folder on the ConSol CM server. Others will be filtered out and will thus not be visible. Please note that a user can only see the customer data in the CM.Phone pop-up window which is allowed by the user’s permissions. If no corresponding customer data matches the phone number, just the calling number is displayed and the option Create customer is offered. Engineers can then decide if they want to create a ticket for the customer or if they want to have the customer page displayed. If one or more matches have been found, a customer list is offered for selection. The ConSol CM customer database is searched for matches for this customer. When an incoming call has been registered, a pop-up window is displayed with the phone number of the caller. The CM.Phone client monitors the telephone handset (i.e., the selected TAPI device, address or line) for incoming calls. The CM.Phone client has to be installed on each Windows client which should use the CTI (Computer Telephony Integration) functionality with ConSol CM.įigure 625: ConSol CM.Phone - Basic principle Incoming Calls TAPI is part of any Windows operating system and provides generic telephony functions. #Phone tecdoc licenseFor license information, please see section License Management, REST.ĬM.Phone is a Windows client application for the integration of telephony systems using the TAPI 3 protocol. You are here: CM.Phone: CTI with ConSol CM Introduction to CM.PhoneĬM.Phone is a distinct ConSol CM module which has to be licensed in addition to the core ConSol CM system.
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