Incoming phone call

If a call comes in, the corresponding contact record is determined based on the phone number transmitted by the caller and is displayed in the CRM customer form.

The dialog for the incoming call lets you determine the caller’s company, and open the company cockpit (button: Open company cockpit). This enables you to quickly retrieve information about the company of the calling contact.

If the system cannot identify the caller unambiguously by the phone number, a search for the caller in the database is offered.

When a call comes in, the system searches for the caller by their phone number. The search is repeated successively with a shortened number if no matching contact exists. This makes it possible, for example, to find contacts with different extension numbers. When searching for shortened numbers, the mobile number is ignored (mobile numbers usually do not have an extension).

For an incoming call, the CTI interface can – as an alternative to the modal CTI dialog and to automatically opening the contact form – display a desktop notification at the bottom right, just like with internal message notifications.

The desktop notification is able to distinguish several cases and display accurate contact information for incoming calls with an ambiguous number:

• An unknown contact is calling: The phone number is unknown in the system.
• X is calling: the phone number is assigned to a company or a person without a company.
• X from Y is calling: the phone number is uniquely assigned to employee X of the company Y.
• An employee from Y is calling: the number is assigned to several employees of the company Y and possibly to the company as well.
• An ambiguous contact is calling: The number is assigned to several contacts belonging to different compa­nies.

With incoming calls, the phone number of the corresponding contact component is usually displayed. However, if the caller uses a different phone number, or if the number or extension of the contact is poorly maintained, misunderstandings may occur, or a reliable callback may not be possible.

For this reason, a Callback number entry appears in the phone number selection list, which may be different from the contact’s maintained phone number. If the phone call has a link to a call log, the number supplied by CTI can be dialed for calling back.

If the Show contact choice on unknown contact option is set in the CTI configuration, the sys­tem automatically offers you to search for a contact and select it. The element for selection includes an Apply phone number button. If clicked, the system presents you with those phone number fields for the selected contact that are specified in the PSA_TEL_FLD variable. In the standard, these are business phone number, mobile, private, and fax number. You can then select a field to have the caller’s number placed into it.