Application Integration

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.

ReachUC Connector can provide Application Integration through the following methods:

Add-in

An Add-in is a program that is written to link the ReachUC Connector client to a specific business application. The Add-in is included with and configured from within the ReachUC Connector 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).

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-in Classifications

Standard Integrations

Standard integrations are typically* available by default within the ReachUC Connector 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. Click on the Standard tab at the top of this page to view all the business applications classified as Standard and the integration features supported.

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 ReachUC Connector client and must be enabled by the ReachUC Connector developer at the time of installation. Click on the Controlled tab at the top of this page to view all the business applications classified as Controlled and the integration features supported.