RidgeCRM Developer Docs

Soft Phone & CTI

Soft phone overview

How the RidgeCRM phone drawer, CTI screen pops, Twilio callbacks, and call logs fit together.

Phone drawer

The soft phone UI is a bottom-right phone drawer with idle, ringing, dialing, active, and disposition states. It includes a dial pad, incoming call screen pop, answer/reject controls, mute, hold, hangup, timer, and call disposition notes.

  • Minimized state shows Phone, Incoming Call, or active call duration.
  • Incoming calls can show caller name, company, and record link.
  • Active calls expose mute, hold/resume, and hangup controls.
  • Post-call disposition captures outcome and notes; persistence should be wired as part of production CTI.
1

Inbound call

Twilio sends the called and calling numbers to RidgeCRM.

2

Caller lookup

RidgeCRM finds the org config and searches contacts, leads, and accounts by phone.

3

Screen pop

A CTI event opens the phone drawer with caller context and record link.

4

Log call

Status callbacks capture duration, recording, direction, and linked records.

Incoming call flow

Twilio posts inbound calls to RidgeCRM. RidgeCRM finds the active telephony config by called number, looks up CRM records by caller phone, emits a CTI event for screen pop, and returns TwiML to connect the call.

http

Twilio webhook endpoints

POST /api/v1/telephony/incoming
POST /api/v1/telephony/status
GET  /api/v1/telephony/token

Call status and logging

When Twilio sends status callbacks, RidgeCRM can log call SID, direction, duration, status, recording URL, linked contact/lead/account, and follow-up task creation.