Call Functions in Creatio

A brief introduction guide uncovering and helping make familiar with major features of the Call panel 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 (1). You can also click the phone button near the call record (2) in the CTI panel. (Fig.3)
   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
      
      

       

      1. You can hide the ‘Follow Agent’ button from CTI panel (1) and click on the ‘Your Profile’ option (Fig. 5)
         Fig. 5 Opening Your Profile

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

          

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

      4. 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

       

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

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

      
      
      

   4. 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
      
      

       

   5. You can use the Show Agent feature (Fig. 12). This feature allows to see all the agents set up for telephony (Fig. 13.)
      Fig. 12. Using the Show Agent feature

      
      Fig. 13. Showing all agents set up for telephony

       

   6. You can put the call on hold (Fig. 14)
       Fig. 14. Putting the call on hold 
      
      

       

   7. Select ‘Use my number’ checkbox. The guide can be found here.

5. To end the call, click the red button (Fig. 15)
   Fig. 15. Ending the call

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