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Click-to-Dial from CRM

Description

Enables agents to initiate an outbound call by clicking any phone number displayed in the CRM interface. The call is placed through the contact centre platform, and the interaction is logged to the CRM record automatically.

Canonical use case

A collections agent works through a call list in Salesforce and clicks phone numbers to dial without switching to a separate softphone, with each call automatically logged as a completed activity.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing