1. Description
Available since release 1.1.1.
This functionality is designed for telephony users working within the Creatio system. Its primary goal is to ensure efficient communication between operators and facilitate quick call transfers to available specialists without searching through the general CRM contact registry.
Using the "Users" tab allows you to:
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Reduce the time spent searching for an operator's internal extension.
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Increase call processing efficiency through status visualization (seeing who is free or on break).
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Decrease the number of failed transfers by visually monitoring operator availability.
2. Working with CTI Panel Tabs
In the "Calls" section of the Creatio CTI panel, separate tabs have been implemented for working with different contact categories. The switching tabs are located directly above the search field.
2.1. "History" Tab (Fig. 1)
This is the primary tab for interacting with external clients:
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Content: Displays the log of recent incoming/outgoing calls and CRM contacts.
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Priority: By default, the "History" tab is active when the CTI panel is opened.
2.2. "Users" Tab
Designed for rapid internal communication between operators:
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Content: Displays a list of telephony users.
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User Info: Shows first name, last name, and internal number (Webitel Extension).
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Readiness Monitoring: A color indicator on the user icon allows you to instantly assess their status (Available, Busy, Break, Offline).
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Functions: A call initiation button is available next to each number, and a quick transfer function appears during an active call (Fig. 2).
User Statuses and Visualization
|
Status |
Indicator Color |
Description |
|
Available |
🟢 Green |
User is available to accept calls |
|
Busy |
🔴 Red |
User is on a call or in another process |
|
Break |
🟠 Orange |
User is temporarily unavailable (on break) |
|
Offline |
⚪ Light Gray |
User is not logged into the system |
Important: Statuses are updated via API only at the moment the "Users" tab is opened. They do not update automatically in the background. To refresh the data, you must click the "Users" tab again (switch between tabs).
3. Search and Filtration
The CTI panel search allows you to instantly find the required operator with minimal characters.
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Filtration Parameters: Search is performed simultaneously by:
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Full name
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Internal phone number (Webitel Extension).
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Dynamic Update: The contact list filters automatically in real-time as each character is entered.
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Switching Logic: The search field works locally for the selected tab. When switching between "History" and "Users," the previously entered text is cleared, and the list returns to its original state.
4. Initiating an Internal Call
This feature allows an operator to quickly contact a colleague without leaving the Creatio interface.
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Go to the "Users" tab.
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Find the desired operator in the list (or use the search field).
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Click the green handset icon to the right of the operator's internal number (Fig. 4).
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The system automatically initiates the call.
5. Call Transfer
During an active conversation with a client, the operator can transfer the call. A transfer button (arrow icon) is provided in the CTI panel for this purpose.
5.1. Blind Transfer
Used when a call needs to be transferred instantly without prior communication (Fig. 5).
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Available tabs: History, Users, Queues.
Important! The call transfer to queue feature is available in Webitel version 25.05 and higher.
5.2. Consultative Transfer
Allows the operator to speak with their colleague before completing the transfer (Fig. 6).
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Available tabs: History, Users.
6. Sorting the User List
For ease of search and error minimization, the user list is automatically sorted by priority.
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Active Users: Users with an active account are displayed at the top of the list.
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Deactivated Users: Users whose accounts are disabled are automatically moved to the bottom of the list to avoid cluttering the workspace.