Application Integration

Integrating your telephone system with your CRM or business systems can provide significant productivity gains to your organisation, for example, know who is calling and quickly get their details on the screen or simply click on their contact number to automatically make your handset dial the number.

Horizon Integrator can provide Application Integration through the following methods:

Add-in

An Add-in is a program that is written to link the Horizon Integrator client to a specific business application. The Add-in is included with and configured from within the Horizon Integrator client, and provides a range of set integration features from the list below. Up to four Add-ins can be concurrently configured.

Caller Preview

Displays the caller's name in the Preview or Phone window when a match against it is found in the integrated business application(s).

Contact Popping

Click the business application's icon in the Phone or Preview window and the caller's contact record is opened directly in the integrated business application.

Contact Searching

Concurrently searches the integrated business applications and enables Contact Popping or Click to Dial from the results.

Activity Logging

Manually or automatically creates an activity record of a call received within the integrated business application and allows addition of notes.

Click to Dial

Makes it possible to dial directly from the business application. The exact method varies between business applications.

Add-in Classifications

Standard Integrations

Standard integrations are available by default within the Horizon Integrator client and installation can be completed by the reseller / end user using the add-in guide provided. Standard integrations use open APIs or benefit from partner agreements with the business application developer and it is expected that support for future releases will be maintained. Click on the Standard tab at the top of this page to view all the business applications classified as Standard and the integration features supported.

Controlled Integrations

Controlled integrations have typically been provided on a customer project basis and either a limited agreement or no agreement is maintained with the application developer and support for future releases might not be available. The integration add-in is not available by default within the Horizon Integrator client and must be enabled by the Horizon Integrator developer at the time of installation. Click on the Controlled tab at the top of this page to view all the business applications classified as Controlled and the integration features supported.

TAPI

This method provides a TAPI driver that can connect to a TAPI compliant* application. With TAPI integration, the driver simply provides call information to the business application and it is the business application that provides the integration features. It is advised that the business application provider is contacted to find out what integration features are supported.

Click on the TAPI tab at the top of this page to see the TAPI compliant applications previously known to work with the driver. Please note: this doesn't mean it won't work with other TAPI compliant business applications and there is no restriction for trying it with these other applications.

*TAPI version 2.0 and 2.1.

SDK

The method uses a proprietary API available with Horizon Integrator. With SDK integration the API simply provides call information to the application and it is the application that provides the integration features. We would advise you contact the application provider to find out what integration features are supported.

Click on the SDK tab at the top of this page to view the SDK applications supported using this method.