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Can C4C system be integrated with 2 CTI systems?


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.


Rathika V

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2 Answers

  • Best Answer
    Mar 06, 2018 at 09:17 AM

    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.


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  • Aug 23, 2018 at 01:53 PM

    Hi Rathika,

    What is the CTI Application you are trying to integrate to.

    We have done this for customer using AMC Technology Contact Canvas Solution, expert in CTI Integration solutions.

    Thank you.

    Vamshi Suddapalli

    AMC Technology

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