Cytracom: your team's calls on every ticket and company
Paste a Cytracom API token and Current reads your team's phone extensions and the last 90 days of calls. Each call is matched to the contact or company that owns the number, shows on their Notes & activity tab and on their service desk tickets, and feeds the business review. Click to call stays off until a tenant admin turns it on.
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Cytracom is a business phone system. Connect your own Cytracom account and Current reads your team's extensions and the last 90 days of calls every 15 minutes. Each call is matched to the {{customer}} contact or company whose number it was, so the people working a ticket or an account can see who called, when, and whether anyone picked up. The sync only reads Cytracom. The one thing Current can do in Cytracom is place a call when someone presses Call, and that stays off until a tenant admin turns it on.
Connect Cytracom
- 1Create a token in CytracomAn account admin signs in to the Cytracom portal, opens the Users menu, chooses the Tokens tab, presses + New, names the token Current, presses Save, then Copy.
- 2Paste it into CurrentIn Settings › Integrations, open Cytracom in the Phones group, paste the token and press Test connection. Current reads your extension list once to prove the token.
- 3Check your extensionsAfter the first sync the card lists every extension. Each one is linked to the Current user with the same email address in Cytracom. Pick the right person for any extension that is wrong or unlinked.
- 4Turn on Click to call (optional)A tenant admin turns on Click to call on the same card. It is off until you do, and every switch is recorded in the audit log.
Where calls show up
| Place | What you see |
|---|---|
| A service desk ticket | Under the requester: their calls with your team in the last 30 days, how many were missed, the last call and the five newest. Under the company: its call volume for 30 days. The ticket never shows a full phone number, only its last four digits. |
| A company's Notes & activity tab | A Calls list for the last 90 days: who called or was called, when, how long, and which of your team took it. |
| A contact's page | The same Calls list for that person, and a Call button beside their phone and mobile when Click to call is on. |
| Business reviews | Calls per month, the share of incoming calls nobody answered, and the average length of an answered call, as facts the review may quote. |
How a call is matched
Current compares the digits of the other party's number with every contact's phone and mobile and with each company's main phone. A call is linked to a contact only when exactly one contact has that number. When several contacts of the same company share it, the call is linked to the company. When the number belongs to more than one company, or to nobody, the call stays unlinked, and only tenant admins and sales leaders see it.
Click to call
When Click to call is on, a Call button sits beside a contact's number on their contact page and on a ticket they raised. Pressing it asks you to confirm, then Cytracom rings your own extension, and when you pick up it dials the contact. Current always dials the number stored on the contact, never one typed in, and only from the extension linked to you. Service desk staff can call from a ticket they can open; account executives and sales managers can call contacts of companies they can see. Current never dials premium-rate numbers, and numbers outside the US and Canada (including Caribbean area codes that look local) only after a tenant admin allows international calls on the Cytracom card. A person can place 10 calls an hour from Current and a workspace 60. Every press is recorded on the ticket's activity and in the audit log. If Cytracom doesn't answer, Current says it can't tell whether the call was placed, so check your phone before pressing again.