Call Functions in Creatio

Owned by Artemiy Firsov
Last updated: Jun 03, 2022
4 min read

Update: a support for Safari web browser was added.

  1. Go to the [Contacts] section (Fig. 1), click the number you are going to call, and the CTI panel with a call will appear.

    Fig. 1. Calling from the [Contacts] section 

     

  2. You can find calls history in the [Calls] section. From and To’ fileds in [Calls] section are clickable (Fig.2).

    Fig. 2. The [Calls] section

     

  3. To make a call, enter the contact name or number and press the phone button (Fig.3). You can also click the phone button near the call record in the CTI panel.
    Fig.3. Making a call in the CTI panel 

     

  4.  The call will start. After the call is answered, the following functions are available: 

    1. You can use the Follow Agent feature. This feature allows to bind a client (the caller) to the agent (phone number). If the client calls the Queue again, he will reach the agent, who pressed the Follow Agent button during the previous call. In order to bind the client to the agent press the Follow Agent button. (Fig.4)

                    Fig. 4. Using the Follow Agent feature

You can hide the [Follow Agent] button from CTI panel. Open Your Profile (Fig. 5).

Fig. 5. Opening Your Profile

Then open the ‘Call Center parameters setup’ (Fig. 6).

Fig. 6. Opening the ‘Call Center parameters setup’

And untick the ‘Show follow agent button’ checkbox (Fig. 7).

Fig. 7. Unticking the ‘Show follow agent button’ checkbox

Now the [Follow Agent] button is hidden from the CTI panel (Fig. 8).

Fig. 8. The [Follow Agent] button is hidden from the CTI panel

                b. You can use the dial pad (Fig. 9).
                   Fig. 9. Using the dial pad

                c. You can mute yourself (Fig. 10).
                   Fig. 10. Muting yourself 

                d. You can transfer the call to another extension (Fig. 11). 
                If you transferred the call, the original contact will be saved on a new call record.
                   Fig. 11.  Transferring the call to another extension

                e. You can use a blind/cold or a warm transfer. A warm transfer is set by default. 
Tick a checkbox under the number input field to use a blind transfer (Fig. 12).

Fig. 12. Ticking the checkbox for using a blind transfer

f. You can use the Show Agent feature (Fig. 13). This feature allows to see all the agents set up for telephony (Fig. 14).

                   Fig. 13. Using the Show Agent feature

Fig. 14. Showing all agents set up for telephony

                g. You can put the call on hold (Fig. 15). 
                   Fig. 15. Putting the call on hold 

                 h. Select [Use my number] checkbox. The guide can be found here.

           5. To end the call, click the red button (Fig. 16).
                  Fig. 16. Ending the call

You can find more details about Call Functions on the Creatio Academy.