Virtual PBX API: what happens between the API notification from the PBX of an incoming call and the start of a conversation with the caller?

Question

Telephony

Good day!
For the first time I began to get acquainted with a virtual PBX (specifically - Mango). There was a problem of integration with CRM-system. I can't imagine the next mechanism. For example, CRM receives a notification from the PBX that someone is calling. CRM displays a banner on the screen with information about the caller. And then what? What should the application do to get the operator to "pick up the phone"? Does the banner need a "Reply" button? And what is it connected with, this button? Or is CRM no longer in business from now on, because the operator on the desk has an IP phone buzzing, and he should just pick up the phone? And if the operator has a headset, which button should he press to answer?

Answer 1

The client has a SIP phone which, at the moment the "Call" enters the CRM, starts ringing on his desk. The idea is that the operator can poke a card and pick up the phone on this phone.
The call itself can only come to a specific operator that is "attached" to this client.
If you want to shoot by clicking on a card, then you will need such a "miracle" as WebRTC, but given the initial understanding of the CRM scheme, I would not advise you to climb there yet.
In the simplest scenario, CRM is designed to show the operator extended information about the caller, but telephony will be processed on the phone, which is what it is intended for.