Teams CTI integration features¶
Teams CTI integration features and capabilities, when used with AS7 PBX.
Category |
Description |
API |
FS |
Comment |
Dev ID |
|---|---|---|---|---|---|
Routing/AutoAttendant |
Call routing from PSTN & internal call extenstion can be completed. All calls can be routed in the system (Workgroups and AA) |
X |
X |
Yes, with scenario Incoming call is answered by Bot a then routed in the system - on input the conversion to internal number will be performed and then contat lookup will happen. If no contact exists, ID of trunk will be user (network trunk v cti common/party.cs) |
1220 |
Routing/AutoAttendant |
The Calls are passed to the AutoAttendant system (AA) based on the mapping of the entry number and the AutoAttendant script & pass through to a specific Workgroup depending on the Workgroup conditions defined in the appropriate AutoAttendant tree. |
X |
X |
Yes, with scenario Incoming call is answered by Bot a then routed in the system. |
1221 |
Routing/AutoAttendant |
Ability to play voice prompt |
X |
X |
Yes, bot can play voice file to call |
|
Routing/AutoAttendant |
Ability to play music |
X |
X |
Yes, bot can play voice file to call repeatedly |
|
Routing/AutoAttendant |
Ability to collect DTMF (option 1 etc… ) |
X |
X |
Only for Bot |
|
Routing/AutoAttendant |
Ability to perform a transfer |
X |
X* |
Only SingleStepTransfer now. Not possible to perform SST from PSTN to PSTN (ie. Trasnfer customer to another public number). Limitation of API. |
|
Routing/AutoAttendant |
Automatic Dialing |
X |
X |
Now bot can make outgoing call only to teams user in same tenant and to PSTN |
|
Routing/AutoAttendant |
Ability to run AA script before distribution and call waiting |
X |
X |
Bot can answer call. |
|
Routing/AutoAttendant |
Create call back in the AA script |
X |
X |
||
Routing/AutoAttendant |
Create call back in waiting queue |
X |
X |
||
Routing/AutoAttendant |
Ability to start / end a recording |
This feature is not compliant MS Compliant recording, therefore not supported |
|||
Routing/AutoAttendant |
Answering Machine detection |
||||
Distribution |
A Call can ring on one Agent at a time. There is configurable timeout / ring timeout to be able to pick up a call. |
X |
X |
Call with Bot participant can “realize” pick up functionality. Ring timeout cannot be longer than default timeout in Teams otherwise Teams mark the call as lost. |
1222 |
Distribution |
When a Call is not answered by the agent, it is considered a “missed call” for this agent and the call is distributed to another available agent. |
X |
X |
||
Distribution |
If there is no other available agent, the call continues on to the Waiting queue phase for further distribution based on the routing rules. |
X |
X |
||
Call Waiting |
Waiting Queue scripts - During the Waiting Queue phase, at certain wait time intervals, advanced AutoAttendant (AA) scripts can be run, such as a Callback offer (combination of voice prompts + wait for DTMF input), DB lookup (custom DB Operations), API calls, etc. Once such a script is running, it is not interrupted when a suitable agent becomes available as the system is waiting for the script to finish. After the waiting queue script, the calls continues in the Waiting Queue. |
X |
X |
||
Call Handling |
Agent is able to answer the call in application |
Agent answer the call in MS Teams client, FS app is hosted in the client |
|||
Call Handling |
Agent is able to hang up the call in application |
X |
X |
||
Call Handling |
Agent is able to refuse a call in the application |
X |
Refuse button in our CTI should trigger a divert from FS, refuse button in teams popup will kill the call |
1223 |
|
Inbound Exit Transfer |
SST - system does not monitor the presence of the remote point, so the call is transferred without knowing whether it was successful or not. SST transfer can be done automatically from within an AutoAttendant script (Routing/AutoAttendant phase or Waiting Queue phase) or manually from the agent application (Active call phase) |
X |
? |
It should work |
1435 |
Inbound Exit Transfer |
Consultative transfer - the agent is first connected to the remote point and then confirms or cancels the actual transfer of the caller. Consultative transfer is manual and available only from the agent application (Active call phase). |
X |
X |
1224 |
|
Inbound caller ID |
The ability to have caller ID by name and number |
Need to test with US trunk (with PSTN where this information is) |
|||
E911 |
The e911 location capability |
not relevant for CTI |
|||
Workgroup transfers to a different Workgroup/agent |
Ability to perform a workgroup transfer (Agent, workgroup) |
X |
X |
||
Hold |
Abiliity to put a caller on hold and retrieve caller. |
X |
X |
||
Hold |
Music on hold is played to the caller while being on hold |
X |
X |
||
Trust |
Trust level of the call is provided in the agent application. Three (3) possible values are displayed for the call: High trust (green), Normal trust (yellow), Low trust (red). If the Trust level could not be verified, “Unknown” value is displayed. |
||||
Conference |
When users are already conferenced; each party has the ability to perform the following: Hang up from agents side, the other two parties are still talking, call with the conferenced side is ended and the agent continues in the original call , Hang up; ends the original call but the call with the conferenced side remains active. |
X |
In Teams is possible to make conference (GroupCall). But in teams connector this is not implemented yet. Nyní možno realizovat přidání účastníka do hovoru ze strany Teams app (mimo CTI) |
||
Survey FeedBack |
After the agent ends a call there can be a AA script started (Survey), the caller is prompted thru the AA script |
X |
X |
The text describes FS feature, required CTI feature is SingleStepTransfer, DeflectCall and PlayMessage & DtmfDetectedEvents. |
|
Out bound call Scheduling |
The ability to dial out of the system. |
X |
X |
1225 |
|
Out bound call Scheduling |
Callback automatically scheduled from the AutoAttendant |
X |
The text describes FS feature, required CTI feature is DeflectCall and PlayMessage & DtmfDetectedEvents |
||
Out bound call Caller ID |
User separated caller ID for outbound call |
Usage of different application instances for different DIDs, from FS it comes in the form of a prefix |
1228 |
||
Outbound Exit Transfer |
SST - system does not monitor the presence of the remote point, so the call is transferred without knowing whether it was successful or not. SST transfer can be done automatically from within an AutoAttendant script (Routing/AutoAttendant phase or Waiting Queue phase) or manually from the agent application (Active call phase) |
X* |
Not possible SST PSTN - PSTN |
||
Outbound Exit Transfer |
Consultative transfer - the agent is first connected to the remote point and then confirms or cancels the actual transfer of the caller. Consultative transfer is manual and available only from the agent application (Active call phase). |
X |
X |
||
Outbound Exit Transfer |
When cancelling transfer, original call stays in hold and new consultation can be performed. Then it can be again confirmed or cancelled. |
X |
X |
See comment above |
|
Outbound calling |
Enter DTMF for CTI |
Not posssible |
1227 |
||
Outbound calling |
Support for predictive dialling |
autodial + timeout, info about call connection and call termination, support for DIVERT inside the system |
1229 |
||
Outbound calling |
Ability to dial via teams address rather than phone number (ie. techl@atlantis.cz into CTI bar) |
solved by integrating contacts to Azure AD and tracing the contact when dialing. I.e. it will dial by name |
1226 |
||
Call Recording |
Ability to perform trunk recording; includes call recording from the beginning to the end of the call. This call recording includes: AutoAttendant announcements, or waiting queue phase; Internal communication among Agents, transferred calls outside the Omni-channel contact center system (exit transfers). If the Call is transferred to a different Agent using a metadata change (Workgroup transfer), recording continues in a new recording session. |
Not compliant |
|||
Call Recording |
Ability to perform extendsion recording; includes call recording from the beginning to the end of the call. This call recording includes: AutoAttendant announcements, or waiting queue phase; Internal communication among Agents, transferred calls outside the Omni-channel contact center system (exit transfers). If the Call is transferred to a different Agent using a metadata change (Workgroup transfer), recording continues in a new recording session |
Not compliant |
|||
Call Recording |
The Call is recorded from the time of connection to the agent extension; the recording does not include the AutoAttendant announcements, nor the waiting queue phase; internal communication among Agents is not recorded; Transferred calls outside the Omni-channel contact center system (exit transfers) are not recorded; If the Call is transferred to a different Agent using a metadata change (Workgroup transfer), recording continues in a new recording session. |
X |
X |
1230 |
|
Supervisor |
Ability to barge |
X |
X |
||
Supervisor |
Ability to coach |
Missing CTI to control this function, no info. |
|||
Supervisor |
Ability to whisper |
X |
X |
||
End PointPresense |
The ability of end point presence |
X |
X |
Mapping Teams state to LoggedOnXXX states in PRO |
1434 |