Call Functions in Creatio

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 

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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

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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 dial pad (Fig. 4)
      Fig. 4. Using the dial pad

       

       

   2. You can mute yourself (Fig. 5)
      Fig. 5. Muting yourself

       

       

   3. You can transfer the call to another extension (Fig. 6). If you transferred the call, the original contact will be saved on a new call record
      Fig. 6.  Transferring the call to another extension

       

       

   4. 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. 7)
      Fig. 7. Ticking the checkbox for using a blind transfer

       

   5. You can use the Show Agent feature (Fig. 8). This feature allows to see all the agents set up for telephony (Fig. 9)
      Fig. 8. Using the Show Agent feature

       

      Fig. 9. Showing all agents set up for telephony

       

   6. You can put the call on hold (Fig. 10)
      Fig. 10. Putting the call on hold
      
      

       

       

   7. To end the call, click the red button (Fig. 11)
      Fig. 11. Ending the call
      
      

       

       

CDRs and recordings can be stored in Google Cloud Storage

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