Click-to-Call
Short definition
Click-to-Call: A feature that starts a telephone call when a user clicks a number in an application or website.
Meaning and 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 applications
- Business scenario:
A salesperson clicks a CRM contact number and the connected softphone places the call.
What to check before implementation
Test API failures, duplicate events, mandatory fields and recovery after temporary outages. Avoid exposing customer data unintentionally.