Open interfaces

Connection to CRM

and ERP software

Integration

open
interfaces

The most common standard connections are already available and deeper integrations can be realized due to the complete openness of the system.

Due to the openness and the many available interfaces (SDK, ControlAPI, REST, SOAP, ODBC, TAPI), integrations and interactions with CRM, ERP and ticket systems can be realized at any time. Caller identification allows targeted customer screens to be opened while the call is still signalling (when the phone rings). Outgoing calls can also be started from a customer mask.

Connection of external systems

The Clarity Communication Center is designed to meet the individual requirements of our customers. The important process integration and optimization always focuses on the integration and connection of external applications. Over years of intensive development in the direction of adaptability, a wide variety of functions and interfaces have been created. On this basis, many scenarios can be easily mapped today. From the personal greeting with the name of your customer over automated opening of masks up to data transfer like for example a SAP-CRM connection or a Citrix integration (certification available) – enjoy the comfort in one application. Below you will find an interface overview:

TAPI - Telephony Service Provider

The Clarity Telephony Service Provider (CTSP) uses the TAPI interface of the Microsoft Windows system. The CTSP is single-user and multi-user capable, works on the basis of TAPI 2.2 and can therefore be used for all common TAPI applications (also TAPI 3.x).

Software Development Kit (SDK)

The Clarity Communication Center provides a Software Development Kit (SDK), which is used at Clarity for the communication of the Clarity Communication Client and other CTI applications as an interface to the Clarity Communication Center. Therefore, the SDK is the most comprehensive means of implementing requirements through developments on the part of the customer. Thus, it is possible to develop own CTI clients based on the SDK as well as to easily implement sophisticated monitoring scenarios of external applications.

ControlAPI

The Clarity ControlAPI is a basic CSTA interface that can be used to implement data communication based on a RESTful interface (Representational State Transfer). Compared to the SDK, the ControlAPI is smaller in scope, as it specializes in integrating external applications for monitoring and call control (ERP, CRM). In contrast to the TAPI interface, there are many more possible applications, because the ControlAPI can be used to implement functions that allow direct access to subscribers in addition to the voice channels. Therefore, the documentation in your CRM can also be implemented for mobile users by means of the ControlAPI. Accordingly, call control can also be implemented. The data connection is based on HTTP Long Polling and can thus be secured by using certificates.

SOAP

The Clarity Communication Center has a SOAP client (Simple Object Access Protocol) that can be used within the call flow, the routing of calls. The SOAP interface enables a wide variety of operations and queries from third-party systems within call processing. As a World Wide Web Consortium (W3C) standard, the SOAP client supports secure data transmission using TLS.

Databases

The Clarity Communication Center has interfaces for the connection of databases. The connection can be made within the callflows, the routing of the calls, as well as the clients for address books. All databases are supported, which have a Microsoft Windows ODBC driver such as MSSQL, Oracle, MySQL and many more. Clarity customers often use the connection of CRM address books via the database interface, as this enables caller name resolution for users within the Clarity Communication Client. This makes the use of call histories more efficient and improves customer communication.

Executor plug-in

The Executor plug-in is an additional extension of the Clarity Communication Client, which can be used to insert individual buttons into the Clarity Communication Client. In addition, masks can be opened automatically in external systems such as CRM or ticket systems. The actions are triggered by, for example, the following events:

- Call alert
- Call connected
- Hotline call connected
- Call forwarded by subscriber
- Participant free
- Call connected (forwarded call)
- Call connected (call not forwarded)

The above actions range from opening a web link within the web browser plug-in, to opening the browser, to controlling applications. In doing so, it is possible to convey a wide range of information. For example, an identification number can be sent to the external system during caller identification through an interface supported by the Clarity Communication Center.

Below you will find examples of the above interfaces.

Connection of an address book

Many Clarity customers have large customer databases. In the age of mobile devices, the data should also be available on smartphones and tablets. By connecting databases as an address book, it is possible to search and use this data on all clients of the Clarity Communication Center. The Clarity Mobile Client has access to this data and automatically provides you with a data protection compliant variant. This allows you to use all data on BYOD (Bring Your Own Device) devices as well, since the data is not stored in the phonebook of the mobile device. This prevents other applications from accessing your valuable corporate data.

Documentation of calls in CRM systems

By means of the SDK, the ControlAPI and the TAPI driver it is possible to transfer actions in CRM systems for the purpose of communication documentation or even to integrate call control into these tools. In this way, a wide variety of systems, such as customer-owned CRM systems or SAP cloud-for-customers, are connected to provide users with an easy and quick overview of past customer communications.

Caller distribution through data from a CRM

By integrating the database or SOAP interface within the callflows, it is possible to automatically assign a calling customer to an employee group through the CRM. In addition, the customer’s personal contact person can be determined and the call can be transferred directly to them. Users are able to control caller distribution for their own customers without having to configure the Clarity Communication Center. By means of the SOAP interface, user authentication can be implemented on the phone.

A frequent use case is the search for small, medium and large customers via hotline.

Open database for diverse integration

The Clarity Communication Center uses a total of four databases based on Microsoft SQL Server for data storage. As an open system, Clarity customers are provided with the description of the database. Therefore, all data, from settings to individual calls, can be queried using SQL. This enables versatile integration into other applications.

Workforce management systems can be easily queried about call volume. This means that planning is always carried out with the most up-to-date data and forecasting is simplified, as time-consuming import and export routines are no longer required. Likewise, a business intelligence system can be supplied with data.