This is the version/s of CX Integration Teams supporting integration to the application.

• Address Book Search: This feature allows the contact directory (address book) of an integrated business application to be searched from the CX Integration Teams system tray menu. A contact can be "dialed" or "popped" from the search results.
• Click to dial via CX Integration Teams: Allows users to dial database Contacts from the CX Integration Teams Address Book. Also allows users to dial from Call History, Web Pages, and On-Screen Copy/Paste via Clipboard Dialing.
• Click to dial via business application: Allows users to dial directly from a dial function natively embedded in the business application.
• Caller details preview: Incoming caller details will be displayed in an on-screen pop-up window, for either inbound or outbound call, when a match is found for the telephone number in the business application contact database.
• Manual screen pop: A small icon will be displayed in the preview window. When pressed it will pop the contact record for the caller in the business application.
• Auto screen pop: The contact record for the caller will automatically pop when the user's extension is either ringing or answered.
• Pop contact in edit mode: The contact record for the caller will pop in an editable mode within the business application, either automatically when the user's extension is either ringing or answered, or manually when the small icon in the preview window is pressed by the user.
• Features provided by the application vendor: Integration features are natively provided within the business application. Please refer to the business application provider or related documentation for further details.
• Additional features: Additional integration features are available. Please check the notes/advisories for further details.
• Automatic call activity logging: The CX Integration Teams client automatically writes a call activity record to the integrated business application. This happens once the user hangs-up the call and if the phone number matches to a contact within the integrated business application. The generated call activity record is saved within the matched contact's call activity log.
• Manual call activity logging: The CX Integration Teams client will present an additional button on the caller preview window if a match to the caller's number is found within the integrated business application. Pressing this button will create and open a new activity window within the business application, with some fields, such as 'subject', pre-populated. In the event of a contact having the same phone number as another contact, no call activity can be created.
• Integration with Notes: The notes field from the matched CRM record will display in the Preview window.
• Add contact: Add a record to the integrated business application(s) directly from the client Address Book, Call History page or Preview Window
• Cached and Live Mode: Certain add-ins have the ability to cache contact data (cached mode), in fact some add-ins can only work if they are in cached mode. Before caching is used, certain considerations should be made.
  1. When cache mode is used, you have the ability to set the frequency of re-caching. This should be adjusted to adhere to the time it takes to cache the contact data. For example, if a cache takes 35 mins to update, then a re-cache could viably set to 60 mins.
  2. Caching is automatically triggered when the software is restarted and if all users start their computers at the same time (e.g. 9 am) then an unsually large load may be place on the business systems API. Caching times between computers should be staggered if possible.
  3. Some integrations have API limits (where known we detail these in the advisories for each business system). Caching can "hit" API limits when multiple users are trying to cache at the same time
  Live non-caching mode is always advised as the preferred method but, if caching is required, it should only be used for directories of up to 30,000 contacts. Reasons for using caching instead of live mode include factors such as network speed and application API limits/specification.
• Related data: A small icon will be displayed in the preview window when related data is available. When pressed it will pop the related data window for the telephone number found in the business application contact database(s).

• Client Add-in
  An "Add-in" is an option in the CX Integration Teams client that, when configured, connects the CX Integration Teams client to the business application enabling a pre-defined set of integration features as detailed in the "Supported features" box.
• Client Add-in with Events
  An “Add-in with Events” is a Client Add-in that also sends and receives events to and from the business application such that the integration features are a combined function of the CX Integration Teams client and of the business application. Please refer to the “Supported features” box for more details.
• Plus Client Add-In
  A "Plus Client Add-In" is an option in the CX Integration Teams client that, when configured, connects the CX Integration Teams client to the business application enabling a pre-defined set of integration features as detailed in the "Supported features" box.

The minimum Product / License required to achieve integration.

• Optional:
  Add-In / TAPI Driver can be installed by the reseller / end user using on-line guides.
• Mandatory
  Installation must be carried out by the CX Integration Teams Developer.
• Installation Deliverables:
  Remote configuration and testing of the Add-in for the first two stations: the first to ensure everything is working as expected; the second to demonstrate to the engineer attending the site, who is then expected to deploy the remainder of the site. It is expected that the client is installed and configured on the station prior to installation / configuration of the add-in.
All installations require completion and sign-off of an on-line pre-installation checklist prior to confirmation of the installation date.

• Supported: Integration with this application has been successfully implemented on multiple occasions. Please check supported versions and features before completing a quote.
• Beta: Initial testing has been completed with this application. A pilot site is required to test integration features in a production environment.
• Specialist: Integration with the application has previously been achieved but details are only partially documented or integration is under active review. Requests for integration will be reviewed on a case by case basis.
• Not Supported: This application has been previously reviewed and is not supported.

• Standard
  Standard integrations are typically* available by default within the CX Integration Teams client and installation can be completed by the reseller / end user using the add-in guide provided. Standard integrations use open APIs or benefit from partner agreements with the business application developer and it is expected that support for future releases will be maintained. Supported integration features are given in the table below.
  *In some instances, where additional CX Integration Teams charges or other exceptional conditions apply an unlock code may be required to enable the integration.
• Controlled
  Controlled integrations have typically been provided on a customer project basis and either a limited agreement or no agreement is maintained with the application developer and support for future releases might not be available. The integration add-in is not available by default within the CX Integration Teams client and must be enabled by the CX Integration Teams developer at the time of installation. Supported integration features are given in the table below.
• Standard Select
  The Standard-Select classification applies to Add-ins where additional conditions and costs must be met before installation can be undertaken. Installation can only be completed by an authorised installer (Select Installer). Once installed, Standard-Select Add-ins benefit from the same levels of support as Standard Add-ins.
• Legacy
  The Legacy classification applies to Add-ins for business applications where support has been discontinued by the application developer. An unlock code is required to configure the Add-in in the CX Integration Teams client and a limited, non-SLA support level only is available.