Recognizing third-party click-to-call in Team
If you use a third party system which can initiate outgoing calls through your PBX (by clicking a number or phone icon), you might receive incoming calls to your agent's softphone.
These calls will display in Softphone.Pro call log and will be sent to your Team Dashboard and to event handlers as incoming calls. You can make Sofpthone.Pro recognize these calls as outgoing. You need to configure your PBX first to send a special header in the INVITE message of initiated calls to agent's softphone.
When the call with that header comes to the softphone, it will be saved to the call log and sent to Team Dashboard and to the Call end event handler as an outgoing call.
In the example below we'll assume that PBX sends X-Click2CALL: Yes header in the INVITE message for the calls initiated from a third party system. You can use softphone provisioning to configure Softphone.Pro to recognize that handler.
You can use configuration templates to configure Softphone.Pro for multiple Agents.
1. Open user's softphone settings (Settings - Users - user's page - Softphone.Pro tab)
2. Add the ClickToCallHeader parameter to the [AppSettings] section of the Configuration file. Set the header and its value in this parameter:
[AppSettings] ClickToCallHeader=X-Click2CALL: Yes
The result will look as shown::
3. Click Save and restart agent's softphone.
4. Initiate the call from your third-party system. You will receive an incoming call to the softphone.
When you receive a call, the Incoming call ring event handler will activate (if configured) instead of Outbound call initiated event handler. You can extract received header and pass it in the handler to process the call correctly in your third-party system.
5. After the call is finished it will be displayed as outgoing in the Call Log on the Agent's PC and in your Team Dashboard, and will be passed as one to the Call End event handler.