Application Integration

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Integrating your telephone system with your CRM or business systems can provide significant productivity gains to your organisation, for example, know who is calling and quickly get their details on the screen or simply click on their contact number to automatically make your handset dial the number.

Reach UC can provide Application Integration through the following methods:


An Add-in is a program that is written to link the Reach UC client to a specific business application. The Add-in is included with and configured from within the Reach UC client, and provides a range of set integration features from the list below. Up to four Add-ins can be concurrently configured.

Caller Preview

Displays the caller's name in the Preview or Phone window when a match against it is found in the integrated business application(s). In addition, the CRM's Notes field is displayed, where available.

Contact Popping

Click the business application's icon in the Phone or Preview window and the caller's contact record is opened directly in the integrated business application.

Contact Searching

Concurrently searches the integrated business applications and enables Contact Popping or Click to Dial from the results.

Activity Logging

Manually or automatically creates an activity record of a call received within the integrated business application and allows addition of notes.

Click to Dial

Makes it possible to dial directly from the business application. The exact method varies between business applications.

Add Contact

Add a record to the integrated business application(s) directly from the client Address Book, Call History page or Preview Window

Related Data

Displays enhanced data related to a matched record when found in the integrated business application(s).

Add-in Classifications

Standard Integrations

Standard integrations are typically* available by default within the Reach UC 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.

Controlled Integrations

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 Reach UC client and must be enabled by the Reach UC developer at the time of installation.

Standard Pre-Release

Completed integrations not yet available in the current production release of the software. Please contact your supplier if you have an immediate need of this integration.

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.


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 Reach UC client and a limited, non-SLA support level only is available.