How it works
A click starts a call through the PBX or softphone; the resulting event should remain linked to the customer’s record. Integration brings together customer records, telephony events and business workflows. Correct operation depends on consistent identifiers, synchronisation rules and permissions.
Business example
A salesperson clicks a CRM contact number and the connected softphone places the call.
What to consider
Test API failures, duplicate events, mandatory fields and recovery after temporary outages. Avoid exposing customer data unintentionally.