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Can C4C system be integrated with 2 CTI systems?

Feb 04 at 06:45 AM

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Hi,

My Business Case:

There are only 15 service users for my business. So my business requires only one C4C tenant.
These service users are located at 2 different locations - location1 and location2. So we have 2 different CTI systems enabled - say CTI1 (location1) and CTI2 (location2).

My business wants to integrate both the CTI systems to the single C4C tenant in order to track the phone calls. Also, One service agent's desktop will not have both the CTI enabled.

Will the C4C system recognize both the 2 CTI systems ?

Kindly help me out to sort out this.

Regards,

Rathika V

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1 Answer

Best Answer
Vani Dammalli
Mar 06 at 09:17 AM
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Dear Rathika,

1) Inbound:

It is possible to integrate with multiple CTI providers, for incoming calls as long as both the providers call the same endpoint for
incoming calls.

2) For outbound integration

You can write the logic in dial out method for your requirements to push to the right provider.

One thing to note is that we would treat every incoming call the same way, i.e. we don't have any logic to differentiate how the call is treated based on the system ID passed. In case customer wants to have some logic based on where the call is coming from, they could pass the SID as a custom IVR parameter and have a custom field in C4C to capture this value and write their logic based on it.

Thanks,
Vani

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