Computer telephony integration requirements

As part of the integration process, you need to define and configure certain information in NexJ CRM, NexJ Admin Console, and NexJ Studio.

Users

In order to be able to access the Inbound Calls workspace and to view the new inbound call notification beacon, you need to assign each user the gCallUser privilege, using NexJ Admin Console.

The user's login ID needs to be included in the communication from the telephony system. The user's login ID is mapped to a user's record using NexJ Admin Console.

Call scripts and contact center reasons

When a user answers an inbound call, a call script automatically displays in the Inbound Call workspace in NexJ CRM. Each call script is associated with a call center reason. The choice of which script displays is based on the unique reason ID included with the telephony information received by NexJ CRM.

A default "General Inquiry" call center reason has already been created. You need to define a default call script and associate it with that reason. You can also create additional reasons and scripts, depending on your business needs. If a reason ID is included in the communication from the telephony system, then the associated script will automatically display when the user answers the call. If no reason ID is provided, then the “General Inquiry” reason will be used and the default script will display when the user answers the call.

Define scripts and reasons using NexJ CRM, in the Call Management tab on the Customize workspace.

Push notifications

When an inbound phone call is received, a telephone icon flashes in the application toolbar on the user's desktop. To enable this functionality, ensure that push notification is enabled for NexJ CRM. For more information about push server configuration, see the NexJ CRM Deployment Guide.