From ae14fa781817d2f49839cf4349d80ffdfde93916 Mon Sep 17 00:00:00 2001
From: Ralf Becker <rb@egroupware.org>
Date: Mon, 24 Jan 2022 09:59:16 +0200
Subject: [PATCH] First version of CTI docu incl. Asterisk

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 CTI---Computer-Telephony-Integration.md | 41 +++++++++++++++++++++++++
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+# CTI - Computer Telephony Integration
+
+> For a more detailed and less technical description see our website: https://www.egroupware.org/en/cti-telefon-integration
+
+## Outgoing: Click2dail
+
+Supported via an URL (Administration >> Applications >> Address Book > Site configuration: Telephone Integration) since a long time.
+You can either set an URL (and optional popup size) provided by your phone system or one supported by your browser eg. a ```tel://%1``` URL, which are used for each phone number it shown in EGroupware.
+
+EPL: adds support via the REST APIs of various telephone systems, see Incoming CTI.
+
+Status app allows to call other EGroupware users by right click on their avatar picture.
+
+## Incoming CTI: automatic CRM view, call history and calendar integration
+
+### Community Edition: only automatic CRM view by calling an URL with user credentials and the calling phone number
+
+If the phone number is found in a contact accessible by the user AND the user is logged into EGroupware the contacts CRM view will open (via a push message send to the users browser). This is e.g. used for the integration with [AGFEO](https://www.egroupware.org/de/neuigkeiten/cti-telefonintegration-mit-agfeo).
+
+### EPL & Placetel: full integration with all features including provisioning of sip accounts and phones
+
+Placetel integration is the most complete one available for EGroupware including support for the Placetel contract itself bought via Placetel Reseller EGroupware GmbH: https://www.egroupware.org/en/cti-telefon-integration
+
+Please [call EGroupware GmbH](https://www.egroupware.org/en/contact) for a demonstration and a Placetel test account.
+
+> Placetel integration happens between the EGroupware server or cloud and the Placetel cloud, no need for any configuration on the users workstation. Plus a single support point for EGroupware and your Placetel phone system :)
+
+### EPL & Asterisk: automatic CRM view, call history and calendar integration via Asterisk REST API
+
+Asterisk integration uses the ARI (Asterisk REST API) to talk to the Asterisk server and receive call events to show an automatic CRM view and record calls. Asterisk can not call a webhook for incoming and outgoing calls, but uses a websocket connection with ARI. Therefore you need to install an event forwarder to connect to ARI via a websocket and forwarding call events to EGroupware's webhook. The event-forwarder is available as container or NodeJS script which can run any server having access to the Asterisk and EGroupware server (including both of them):
+```
+docker run -e EGW_WEBHOOK="http://cti:secret@172.17.0.1/egroupware/stylite/cti.php" -e ARI_URL="http://asterisk:secret@172.17.0.1:8088/ari" quay.io/egroupware/asterisk-events
+```
+
+> Asterisk integration happens between EGroupware and Asterisk Server and does NOT need any configuration on the users workstation. ARI obviously need to be enabled and accessible on your Asterisk server.
+
+### EPL & other cloud or on-premise telephone systems
+
+We (EGroupware GmbH) are happy to develop further integrations with other telephone systems given the offer a REST API **and** a webhook (or other means) to send call events to the EGroupware server.
+
+Please [call EGroupware GmbH](https://www.egroupware.org/en/contact) to discuss your requirements, preferable before committing to a phone system contract.