Desktop client call control and Integration when using smartphone app

[Callinectes]

When using the 3CX smartphone app the desktop clients such as the web client/PWA and Desktop App become almost useless. We have been persuaded, and have been persuading customers and leads, that the smartphone client can be used in lieu of purchasing desk phones or having to utilize a headset with a desktop based smartphone, which makes a lot of sense. The only problem with this is that the computer clients become virtually useless in this scenario. When using the smartphone app for calling it is not possible to utilize the desktop client dialer for call control or trigger Integration so presenting this as an alternative to our customers and leads really isn't valid. Is it possible to have those functions added (or enabled) so that smartphone app calls work the same as desktop client softphone or desk phone calls with full control given to the desktop clients as well as triggering Integration? I do understand that in the clients there is some minimal call control available to those with permissions via the Panel, but that really isn't a good replacement/alternative.

 

[bitn2]

I am not sure i understand everything.. But why not using the smartphone app as before? You dont need to use the pwa or desktop app. The smartphone cant have the same functions as the desktop app or pwa.

 

[Callinectes]

I am not sure i understand everything.. But why not using the smartphone app as before? You dont need to use the pwa or desktop app. The smartphone cant have the same functions as the desktop app or pwa.

I appreciate your reply, but you missed the point. Yes, you can control the call via the smartphone app, but if you're using the smartphone app while working on a computer then having full call control in addition to utilizing the computer "Integration" feature which triggers a link to open with the caller ID passed in the URL on inbound calls would be helpful and make the call handling process significantly easier. This is important if we're telling leads that their users can utilize the smartphone app instead of having to buy phones or headsets. It can save a lot of time and cost, especially with a distributed workforce, if that workforce is part of a call center and has to use a computer to assist a caller.

 

[bitn2]

Ah ok, i understand. That will only work with "real" supported phones not smartphones.

 

[Callinectes]

Ah ok, i understand. That will only work with "real" supported phones not smartphones.

Yes, I understand that. That is why I am asking if 3CX could add this functionality into the clients since the smartphone calls should not be much different than calls via supported desk phones or the desktop client softphones. I am hoping it's just an oversight or seen as not important up to this point but could be enabled with a simple change.

 

[bitn2]

Its technically not the same. Desktop phones supports CTI, mobile apps not.

 

[Callinectes]

Its technically not the same. Desktop phones supports CTI, mobile apps not.

Yes, I understand that as well, but consider that it works for the clients on the desktop when using the built-in softphones and also that it utilizes the CTI capabilities of the desk phone only because that's the framework 3CX has to use since they are not the phone manufacturer and CTI is an open standard. Since 3CX writes the softphone app then they have full control over its capabilities and could introduce a framework similar to the way CTI works without having to build full CTI standard into the smartphone app's softphone.

 

[bitn2]

Could be possible, but i dont think they will build an connector for cti and the smartphone app. CTI is allready not fully integrated with DECT phones, smartphone apps are more complicated.