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Options for Computer Telephony Integration (CTI) Add-on for SugarCRM (On-Prem)

Philip Gaje

We're looking into which CTI add-ons are available and recommended for an on-premise Sugar instance for a prospect client.
So far we have 2 options, both of which are still on POC with issues supplied:

1) Yeastar's S-Series VoIP PBX via TechExtension's AsterCTI - recommended that the instance be hosted in CentOS 7 which will reach EOL in the coming years. Call pop-up is also not native to the system but through Chrome extension which the client does not want.

2) Rolustech's RT Telephony

We'd like to ask for more options on your end especially if there are other existing on-prem clients that has integrated CTI with their instances.

Looking forward to working this out. Thanks!

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  • +1

    Hi

    Another option worth to try is our provalida CTI implementation. It works for cloud and on-premise instances and does not require the end user to install anything on their computer.

    Our service is structured like this:

    - Observer: A standalone application that can run on windows or linux servers and connects to your telephony server and continuously monitors it.
    - A SugarCRM plugin that connects to the observer application via websocket and supplies the logged-in user's info to observer.

    When an inbound call occurs, observer sees this call on the telephony server and pushes this information to the recipient's browser while they are logged into SugarCRM. Inside SugarCRM a modal popup opens and offers features like searching for contacts, leads and accounts (and optionally more modules upon configuration) based on the inbound number. The call (and possibly future calls for call-backs) may be saved easily within the modal popup.

    When a user clicks on a number in SugarCRM, an event is sent to observer which triggers the call and an opening of the modal popup.

    Our implementation's main advantages:

    - The user does not have direct access to the telephony system.
    - No browser extensions and the like need to be installed on individual devices.
    - Observer can connect to almost all widespread telephony servers.
    - The behavior is easily configurable, such as it may search custom modules and custom fields for phone numbers. Also, the user's options inside the modal window can be fine-tuned to your use cases and work flows. Popular examples are: Buttons for creating call-back requests, creating tasks for myself or colleagues and quick creation of cases.

    We would love to show you the functionality in a web session. Please do contact me if you are interested.

    Best wishes,
    Nic

Reply
  • +1

    Hi

    Another option worth to try is our provalida CTI implementation. It works for cloud and on-premise instances and does not require the end user to install anything on their computer.

    Our service is structured like this:

    - Observer: A standalone application that can run on windows or linux servers and connects to your telephony server and continuously monitors it.
    - A SugarCRM plugin that connects to the observer application via websocket and supplies the logged-in user's info to observer.

    When an inbound call occurs, observer sees this call on the telephony server and pushes this information to the recipient's browser while they are logged into SugarCRM. Inside SugarCRM a modal popup opens and offers features like searching for contacts, leads and accounts (and optionally more modules upon configuration) based on the inbound number. The call (and possibly future calls for call-backs) may be saved easily within the modal popup.

    When a user clicks on a number in SugarCRM, an event is sent to observer which triggers the call and an opening of the modal popup.

    Our implementation's main advantages:

    - The user does not have direct access to the telephony system.
    - No browser extensions and the like need to be installed on individual devices.
    - Observer can connect to almost all widespread telephony servers.
    - The behavior is easily configurable, such as it may search custom modules and custom fields for phone numbers. Also, the user's options inside the modal window can be fine-tuned to your use cases and work flows. Popular examples are: Buttons for creating call-back requests, creating tasks for myself or colleagues and quick creation of cases.

    We would love to show you the functionality in a web session. Please do contact me if you are interested.

    Best wishes,
    Nic

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