Real-time caller context. Zero manual lookup.
Engage CTI brings Twilio Voice into the Agent Desktop — with 3-tier caller lookup, click-to-call, call enrichment panel, and full call logging.
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Features
Inbound Caller Lookup
3-tier lookup: searches contacts, then individual customers, then accounts by phone number. Displays the caller's profile, open cases, and recent interactions before the agent picks up.
Click-to-Call
Initiate outbound calls directly from any phone number field in SSCV2. No copy-paste, no dialing — just click.
Twilio Browser Calling
Make and receive calls directly in the browser using the Twilio Voice SDK. No desk phone required — just a headset and your Agent Desktop.
WebSocket Real-time
Call events stream via WebSocket for instant UI updates. No polling, no delays — the agent sees call state changes as they happen.
Light/Dark Theme Sync
Engage CTI automatically matches your SSCV2 Agent Desktop theme — light or dark — for a seamless visual experience.
Call Logging to SSCV2
Every call is automatically logged as an interaction in SSCV2 — with duration, direction, notes, and linked contact or account.
How It Works
Call Rings
An inbound call arrives via Twilio or your PBX. The event is pushed to Engage CTI in real-time.
Auto-Lookup
Engage CTI runs a 3-tier lookup: contacts → individual customers → accounts. The first match wins and the enrichment panel appears instantly.
Agent Sees Context
The enrichment panel shows the caller's name, account, open cases, and interaction history — before the agent picks up.
Built on the Twilio Voice SDK. Browser-based calling with automatic SSCV2 theme integration (light/dark).