RidgeCRM Developer Docs

Soft Phone & CTI

Extend CTI

Turn the current phone drawer into a production browser soft phone.

Production extension steps

  • Install and wire the Twilio Voice SDK.
  • Implement `/api/v1/telephony/token` so authenticated agents receive browser calling tokens.
  • Replace placeholder dial/answer/hangup/mute/hold behavior with Twilio device calls.
  • Persist call disposition outcome and notes to call logs or related tasks.
  • Route calls to specific reps instead of the placeholder client when org routing strategy requires it.
  • Add recording playback, call transfer, warm handoff, or voicemail workflows as optional extensions.

Screen pop customization

Customize caller lookup to prefer contacts, leads, accounts, open opportunities, or open cases. Build record URLs into CTI events so reps land on the right workspace, and trigger automations after call-ended events.

The docs should note the current event path mismatch to verify: the soft phone listens to `/api/telephony/events`, while the documented realtime surface is `/api/v1/events`.