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Omni-channel Communication Support
Multichannel communication is the essential part of every CRM system
The CRM module supports major important communication channels:
Integration with system module
Communication gateways
Each channel has its own support. CRM module does not manage the communication gateways to the phone exchange or email server but uses the functionality of the system module.
Description of the communication gateways is here..
The business process
The communication business process is almost the same for all remote communication channels. The following scheme describes the call process:
Application process
Complete management of the voice call initiated by the CRM is rather complicated. the process goes over several modules as well as between front-end and back-end.
It is always initiated by used, but the complete call is managed by back-end. Even when user calls from mobile application, the call is initiated by the exchange.
The following process described technical implementation in the AyMINE:
