The CTI interface can forward calls to the CRM session of other users. With forwarded phone calls, the CTI message or mask is opened at the target contact.
If you receive a call, then you can forward it directly from your device.
- Forward without accepting
- Forward with accepting, and without further inquiry at the target contact
- Forward with accepting, and with an inquiry at the target contact
In the first two cases, the caller is forwarded to the substation. The extension user sees the external caller in the CTI notification as if they had been called directly.
In the third case, the substation user first receives the information that they are being called by an internal staff member (if not suppressed in the CTI configuration). Only after the forwarding person hangs up, the CTI notification displays the external caller at the target person.
