ConcourseSuite CRM can make outbound phone calls from an Asterisk extension, and can display screen-pops through an XMPP server for inbound phone calls.

Initial Configuration

1. Setup an Asterisk Server
2. Enable the Asterisk manager configuration entry to allow port listening by a user
3. Configure the CRM with the Asterisk server properties

Sample manager.conf:

[general]
enabled = yes
port = 5038
bindaddr = 0.0.0.0
;displayconnects = yes

[crm]
secret = crm
read = system,call,log,verbose,command,agent,user
write = system,call,log,verbose,command,agent,user

Inbound Phone Calls

This capability requires the additional configuration of an XMPP Server. When ConcourseSuite CRM is alerted to an incoming phone call by Asterisk, the following steps are taken to alert the user with an instant message; if any of them fail, then no alert is made:

1. ConcourseSuite CRM checks the user list for a valid user with an extension receiving the call
2. ConcourseSuite CRM checks to see if this user has a Jabber instant message address
3. ConcourseSuite CRM looks up the incoming phone number, based on the caller ID details, for a contact that the user has access to
4. ConcourseSuite CRM checks to see if the user is logged into the XMPP server and is listed as available
5. If necessary, the ConcourseSuite CRM Jabber user will request that the target user allow them to be added to their roster
6. ConcourseSuite CRM sends the IM with a link to the contact record

Outbound Phone Calls

The first iteration of this capability simply places a red phone icon next to phone numbers that can be dialed. When the user selects the phone icon , ConcourseSuite CRM prompts which extension the user is currently at, then proceeds to place a call. The user's phone will ring, then Asterisk will continue placing the call.

Additional dialed calls during the user session will not prompt for the user's extension.