Custom gnTel integration software for customer contact teams
Appfront builds the integration between gnTel's telephony platform and the systems your people work in. An incoming call looks up the number in your own database, opens the right record on screen and logs the time, duration and a note afterwards. Outbound calls are made with one click from that record. So nobody retypes a number or searches across three screens mid-call to find out who is calling.
What is a gnTel integration?
A gnTel integration connects your telephony to the software your staff use to keep track of customers. On an incoming call, the number is looked up in your own data and the matching record opens. Outbound calls are made by clicking a number in that record. Afterwards, call details are logged against the right customer, together with the employee, the queue and the note.
Without an integration, every call starts with searching. A service desk employee picks up, asks for a customer number, retypes it into the CRM and only then starts on the actual question. Calling back produces a number that isn't in the record, and notes end up in a loose text file. By the end of the week, nobody knows how many calls were about which topic.
We build custom because your call flows are your own. Which queue belongs to which team, which record takes priority when a known caller rings, how you handle numbers shared by several contacts and who may read which note: that is in your own agreements, not in a manual. An off-the-shelf package doesn't know your queues, your role split or the fields in your records system.
Number recognition and screen pop
The caller's number is looked up in your own data. The right record is on screen before the employee picks up, with any open cases alongside.
Click-to-dial
Click-to-dial
Call details back in the record
Start time, duration, direction, queue and employee are stored with the customer afterwards, with room for a note and a follow-up action for a colleague who takes over.
How we build your gnTel integration
We start with an overview of your queues, extension numbers and the screens your employees work in during a call.
We walk through who answers which calls, which queues exist and what currently happens between picking up and logging. That shows which screens need an integration.
We put phone numbers in a consistent format, link extensions to employees and define per role who may see which record on an incoming call.
Screen pop, click-to-dial, note and follow-up action work in the order your people work. We test alongside them on the phone and adjust whatever irritates.
The integration with the telephony platform and your customer systems goes live with its own keys, logging and alerts if a connection drops. After that, we maintain it.
What a gnTel integration actually does
The components below appear in almost every gnTel integration. Which ones you need depends on who calls, how many calls come in and which system holds the answer.
Number recognition
The caller's number is looked up in your own data, even when several contacts share the same number or a different extension is dialled.
Screen pop
When the phone rings, the caller's record opens with open cases, last contact and agreements, so the employee doesn't have to ask who is calling.
Click-to-dial
Every number in your software becomes a dial button that makes the handset or softphone call out, with no retyping and no separate calling application alongside.
Queue and availability
Teams see how many calls are waiting and who is available, and a team leader can see where things are getting stuck before callers hang up.
Call logging
Time, duration, direction, queue and agent are recorded against the customer, with a notes field and a follow-up action for a colleague.
Call flow reporting
Overviews per team, queue and topic show where calls come from, which questions keep recurring and when the busy periods start.
Who we build gnTel integrations for
The software is aimed at organisations where the phone is the main channel and where the answer lives in a different system from the phone system.
Contact centres and service desks
Many short calls across changing queues. The screen pop with open cases is the core here, together with logging by topic.
Healthcare organisations and practices
Callers ask about an appointment or a result. Recognition based on your own records system matters, with strict permissions on what becomes visible.
Housing associations and property management
Reports about a property come in by phone. The link between number, address and the ongoing repair order is the most important part here.
Installation and service companies
Planners call engineers and customers all day. Click-to-dial from the planning system and a note on the job save the most work.
Technology and integrations
This page is about the integration between your telephony and your customer systems. For the customer system itself, see our page on custom CRM software; for a different phone system, see our page on the 3CX integration; and you can read how we set up integrations under smart API integrations. You can read about our approach on building software.
Why Appfront for your gnTel integration?
A telephony integration is only as good as the number that comes in. That is what we build on: clean numbers, clear permissions and events you can review afterwards.
Recognition stands or falls with your own data
We clean up numbers and define how duplicate and shared numbers are handled. Only then do we switch on the screen pop, otherwise the wrong record opens.
The integration works in your sequence
We follow the steps your agent takes on the phone rather than the button order of an off-the-shelf package, so the integration adds no extra action during a call.
You keep the code and the keys
The integration runs in your environment, with your own keys and documentation. If your telephony or your CRM changes, you can adapt it without depending on us.
Security and privacy for gnTel integrations
The integration contains phone numbers, names, call times and notes, and in healthcare a reference to a record. Access is by role: an agent only sees records from their own queue, while a team leader sees the overviews. Every time a record is opened, it is logged. We agree retention periods for call data in advance, within GDPR and, in healthcare, within NEN 7510.
The software runs in a European data centre, with encrypted storage and daily backups. Integrations with the telephony platform, your CRM and your records system work with their own keys, which can be revoked per integration.
Frequently asked questions about gnTel integrations
Questions that customer contact teams and their IT administrators ask before getting started.
It connects your telephony to the systems where you keep track of the customer. On an incoming call, the number is looked up and the right record opens. Outbound calls are made with one click from that record. Afterwards, time, duration, queue, agent and note are stored against the customer.
Yes. Whether your people call from a handset, a softphone or telephony within Teams, the integration is tied to the call data and the dial instruction, not to the device. We agree per situation which route is available and test it with your own numbers before it goes live.
Access to the API and the call events of your environment, plus a key that applies only to this integration. This usually goes through your reseller or administrator. We state exactly which permissions we need and what we do not request, so your administrator can assess what to grant.
Yes. Many organisations recognise a number in the CRM but open a case in a case-management or ticketing system. We define which source takes precedence when a caller is recognised and where the note ends up. That way you avoid the same call being half-recorded in two places and colleagues working at cross purposes.
These get a blank screen with the option to create a contact or ticket straight away, with the number already filled in. Withheld numbers are shown as such. You decide whether a newly recognised number is saved to an existing contact automatically or first presented for confirmation.
Recording is allowed under conditions and requires a clear purpose, information given to the caller in advance and an agreed retention period. We link a recording only as a reference on the record, with permissions per role and logging of who listens to it. The legal assessment is yours to make; we set up the technology to support it.
Check that first. For standard combinations with well-known packages, ready-made integrations exist, and if your team can work with those, that is the fastest route. Custom development makes sense once you use your own system, records come from several sources, or the screen pop has to respect your queues and permissions.
Do you want every caller identified before your employee picks up?
Tell us which phone system you use, which system your employees work in during a call and which queues you have. We will show you what the screen pop, click-to-dial and call logging look like in your situation, and what that requires of your CRM.