Setting up CTI (Computer Telephony Integration)

Owned by Peter Drill
Last updated: Oct 25, 2019
2 min read

Overview

Computer telephony integration allows you to integrate Readysell into your existing phone system to:

  • Record information about ingoing and outgoing calls
  • Initiate phone calls from the customer's card in Readysell
  • Make phone book data (names and phone numbers) to your telephone for caller ID and outbound dialling

This is not only a convenience, but can be used to better track customer interactions, staff phone usage and improve your customer's experience.

Prerequisites

Call tracking

To use call tracking, you will need a PBX system that supports SMDR (Station Messaging Detail Record) and can transmit a CDR (Call Detail Record) over TCP.

Dialling

To enable outbound dialling from Readysell, you will need software that interfaces with TAPI (Telephony Application Programming Interface) and have the relevant provider installed and configured on each Readysell PC.

Phone book

To enable phone book data, you will need a Yealink handset. 

Procedure

Call tracking

  1. In Readysell, navigate to Administration > Advanced > System Types
  2. Click the "CTI" system type
  3. Set the value of "SMDR-ENABLED" to "True"
  4. If necessary, update the value of "SMDR-PORT" to reflect the correct listening port
  5. Click the Tools ribbon tab
  6. Click Restart Service

Dialling

  1. In Readysell, navigate to Administration > Advanced > System Types
  2. Click the "CTI" system type
  3. Set the value of "TAPI-ENABLED" to "True"
  4. If necessary, update the value of "TAPI-LINE" to reflect the correct line number to use for outbound calls
  5. Click the Tools ribbon tab
  6. Click Flush Cache

Phone book

  1. In Readysell, navigate to Administration > Users
  2. Right click the header of the list view and click Column Chooser
  3. Find Yealink Phonebook URL in the list, and drag the column onto your screen
  4. For the user who's phone you are configuring, right click the URL and click Copy Cell Value
  5. Log into the web interface of your Yealink handset
  6. Navigate to Directory > Remote Phone Book
  7. Paste the copied URL into Index 1 - Remote URL
  8. Set any Display Name you would like
  9. Set the Update Time Interval to "86400" seconds
  10. Click Confirm