Overview
Written by B3Networks Academy
Updated at November 18th, 2025
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Table of Contents
Prerequisites
The following licenses are a compulsory prerequisite for CTI integration:
- Phone System Base License
- CTI Add-on
- Number Add-on
Other add-ons can be added as per requirement.
Access Control
Role |
Permissions |
Actions |
Owner |
|
|
Admin |
|
|
Member |
|
|
CTI Integration Steps
To configure your CTI integration, follow the steps below:
- Navigate to Phone System → View - System.
- Select CTI Integration.
- Select the desired CRM (e.g., Freshdesk, Freshsales, Zendesk).
- Click Connect.
- Fill in the required details (e.g., Sub-domain, API Key).
- Click Save.
Note:
- Each organization can integrate only one CRM at a time (1 Org - 1 CRM).
- For Salesforce, Talisma, or Custom CRMs, please create a support ticket and provide the necessary integration details for manual setup.
Extension Configuration
To manage call routing between CTI and other devices, follow the steps below:
Receive Incoming Calls in CTI
- Go to Extension Settings → Devices.
- Tick CTI as one of the devices.
- Click Save.
Make Outgoing Calls via CTI
- Go to Extension Settings → Outbound Call.
- Select your Caller ID.
- Click Save.
