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JannikMeier

CTI Replacement and Social Media Integration

Posted By

Hi everyone,

with CTI losing support in the next version of Sage CRM is there any replacement planned for CTI, so that telephone software can still be integrated in Sage CRM?

On a similar note: Are the plans to integrate Social Media Services in Sage CRM in any way, like a lot of other CRM software are doing at the moment?

Thanks for sharing if anyone knows more on what to expect in future releases!

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    CTI is the feature that connects a phone system to Sage CRM and allows it to interact dynamically with inbound and outbound calls. The Sage CRM CTI feature is enabled by a small piece of software called a 'plugin' that runs in the browser.
     
    In Sage CRM 2020 R1 this plugin is dependent on ActiveX. ActiveX is an old proprietary technology developed by Microsoft. It is not used by modern browsers including Microsoft Edge. Only Microsoft’s Internet Explorer browser can fully support ActiveX.
     
    This has limited our customers to using Internet Explorer. Sage has decided that this technology is not suitable for Sage CRM’s future direction. The CTI plugin remains supported for Sage CRM 2020 R1. Sage has announced that the CTI plugin will be dropped in Sage CRM 2020 R2 due to be released in August 2020.
     
    Sage is committed to improving our development options through the use of our modern APIs. We are discussing with ISV partners the replacement technology that will provide CTI and other messaging capabilities. We are not in a position to announce anything yet but communications will be shared through the usual local country channels as the roadmap develops for Sage CRM 2020 R2 and beyond.

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  • 0

    CTI is the feature that connects a phone system to Sage CRM and allows it to interact dynamically with inbound and outbound calls. The Sage CRM CTI feature is enabled by a small piece of software called a 'plugin' that runs in the browser.
     
    In Sage CRM 2020 R1 this plugin is dependent on ActiveX. ActiveX is an old proprietary technology developed by Microsoft. It is not used by modern browsers including Microsoft Edge. Only Microsoft’s Internet Explorer browser can fully support ActiveX.
     
    This has limited our customers to using Internet Explorer. Sage has decided that this technology is not suitable for Sage CRM’s future direction. The CTI plugin remains supported for Sage CRM 2020 R1. Sage has announced that the CTI plugin will be dropped in Sage CRM 2020 R2 due to be released in August 2020.
     
    Sage is committed to improving our development options through the use of our modern APIs. We are discussing with ISV partners the replacement technology that will provide CTI and other messaging capabilities. We are not in a position to announce anything yet but communications will be shared through the usual local country channels as the roadmap develops for Sage CRM 2020 R2 and beyond.

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