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Installation Instructions

Prerequisites

General Installation Steps

1. Install the Package

This is only necessary when running Lime CRM on-premise or as Cloud with customizations.

  1. Add the package limepkg-softphone-connector as a dependency in your solution.
  2. Build and deploy your solution.

2. Configure Lime CRM

Configure which Limetypes to search for matches in Lime CRM.

3. Configure Your Softphone System

The integration works by configuring your softphone system to call a Lime CRM endpoint when an incoming call is answered:

Endpoint URL: 

https://<server_base_url>/<Lime_CRM_application_name>/limepkg-softphone-connector/open/{phone_number}

Replace: - <server_base_url> with your Lime CRM server URL. - <Lime_CRM_application_name> with your application name. - {phone_number} with the softphone system's own specific merge tag for the caller's phone number.

Tip: You can find your complete URL in Lime Admin: 1. Go to Lime Admin. 2. Navigate to Settings → Softphone Connector. 3. Copy the URL shown there and use it in your softphone configuration.

Softphone-Specific Configuration

Telavox

For detailed information, refer to the official Telavox Call Widget documentation: English | Swedish.

Note: For this integration to work properly, you need to use the Telavox Desktop App so that Lime CRM can open in a new tab when answering a call.

  1. Log in to the Telavox Flow admin portal.
  2. Create a New Call Widget according to the Telavox documentation above.
  3. Configure the widget with the following settings:
    1. General Settings:
      1. Name: Lime CRM Integration (or your preferred name).
    2. Advanced Settings:
      1. Leave the default variable to check (no changes needed).
    3. Header Settings (Important):
      1. Action URL: Paste the URL you copied from Lime Admin → Settings → Softphone Connector.
      2. Replace the phone number part in the URL with {counterpart} - this is Telavox's recommendation to use as specific variable that will be replaced with the phone number of the person you are speaking to. Example: https://your-server.com/your-app/limepkg-softphone-connector/open/{counterpart}
      3. Auto-run URL: Set to OnAnswer. This ensures Lime CRM opens automatically in a new window when you answer a call, searches for the caller, and opens their card. Telavox config - Call Widget set up to integrate with Lime CRM
  4. Save the widget.
  5. Assign the widget to users or groups needing the integration.

Info

Telavox offers a few different merge codes to use. They recommend using {counterpart} or at least one of the other merge codes following the E.164 phone number format standard, for example {number}. The merge code {NUMBER} is possible to use if you store phone numbers inside your CRM in local formats, without a leading + and country code. More information is here: English | Swedish.

Other Softphone Systems

Configuration steps will vary by provider. The key requirement is that your softphone must be able to make an HTTP GET request to the Lime CRM endpoint when a call is answered, replacing the phone number placeholder in the URL.

This is a common feature among softphone providers, though it may have different names such as "Call Widget", "Screen Pop", "CRM Integration", or "Webhook". Each provider will have their own specific variable syntax for the phone number (e.g., {number}, {phoneNumber}, %NUMBER%, etc.).

If you need help configuring a specific softphone system, please contact your softphone provider's support. They will be able to guide you on how to set up URL triggers or webhooks in their system.