CTI telephone integration with Placetel

Computer Telephony Integration (CTI), is a key component for any customer service. With EGroupware you get perfect integration with the Placetel Cloud Telephone System.

With one click you create a call to a colleague or customer. Incoming and outgoing calls open the CRM view with all customer transactions – whether ticket or task management. All calls are displayed in a call list with duration and contact link or directly in your calendar. Listen to your answering machine in EGroupware or initiate the callback with one click. The status bar shows directly whether a colleague is currently on the phone.

Simply click to call from the CRM system

With just one click you can dial your customers or partners directly from the EGroupware customer database. As soon as the interface to Placetel is set up, there is a link on the telephone number. With just one click you dial the customer without having to tediously write down and type in the phone number. It doesn’t matter whether they prefer to call via a headset or your normal phone.

Receive immediate insight into the current processes for incoming telephone calls

When you receive an incoming call, the CRM view in EGroupware opens with the caller’s contact details and the active tasks. This gives you an immediate overview of who is calling and what the call might be about. This creates a higher customer loyalty through well-informed employees. From the CRM view, you can also directly create a sales campaign or an offer and email it to the customer.

Telephony integration with Placetel

Connect your contacts or your customer management (CRM) directly with your telephone system.

  • The basic functionalities for outgoing calls are also available in the CE version. With the telephony integration of the EPL functions, you can also configure and connect other telephone systems. The telephone system must of course support this and you must define all the details of the interface.
  • For the Phone system from Placetel there is a special configuration where you only enter your API from Placetel and generate a token for the signature header. Conversely, with Placetel you enter the “URL of your API endpoint (webhook for incoming calls)” displayed in EGroupware and the token under Integration -> Notify-Api.
  • The function or configuration in EGroupware can be found in Administration -> Applications -> EPL Functions -> CTI Integration

With the integration, the CRM view of the contact opens automatically for incoming and outgoing phone calls. You can see the calls in the calendar or as a call list with all options to follow up the day, e.g. hours documentation.

Call lists perfectly integrated

The call list clearly displays all calls (internal, outgoing, incoming). If you are part of a “call group”, e.g. the switchboard, you automatically see all calls to the central call number. Administrators have access to call lists of all users, further access rights can be controlled as usual via the groups. Assigned contacts are displayed directly and open the CRM view with one click. Unknown numbers can be called back with a simple click. If someone has left a message on the answering machine, this is also displayed directly and the message can be played in EGroupware.

The EGroupware status bar shows you whether your colleague is currently on the phone or free.

Using call lists effectively

Use the call list or calendar for documentation:

  • Simply set calls that you do not want to see in the calendar to deleted
  • You see a missed call or a message from the answering machine, you check the machine with one click and call back directly
  • You create timesheet documentation from the call and link it to your client or project
  • You still need a quotation for the customer, here you are also in the CRM view with one click, create or send a quotation and document it directly again for your colleagues
  • Depending on the working method and agreement with the colleagues, you can also simply delete missed calls on shared numbers

Integration of other telephone systems

Besides Placetel, other telephone systems can also be connected to EGroupware, but this requires more factors to be set up on the part of EGroupware and the telephone system, such as for the identification of CTI states.

You want to connect your telephone system with EGroupware?
Simply contact us to find out whether an integration of the telephone system is possible. Against support budget we support you with the integration, so the list of integrations can also grow.

The screenshots below show the configuration for other telephone systems.

Customer testimonials

Andreas Meier
Stadt Detmold - School Information Technology

The EGroupware is a great medium for the smooth flow of information and communication. Based on the software, you can work independently of time and space. The functions can be…
read more

Mika Alexander Hoppe
SISU security.service Sicherheitsdienst

After detailed comparisons on various Internet portals, the EPL stood out as an excellent, modern and highly developed software with an attractive design, as a perfect all-round solution. The active…
read more

Franz Fender
Managing Director of Photo studios „Franz Fender Fotograf“

The cost factor, the possibility of being able to work mobile and location-independent while on the road and personal contact, including good support, played a major role for me in…
read more

Questions about EGroupware?