Hi Samuel,
Thank you for the information.
I don't believe the Chrome/Browser extension will trigger the outbound call automatically in the way the customer requires - specifically, generating an outbound call directly when clicking the phone icon inside their CRM. However, I will test it together with the customer to confirm how it behaves and verify whether it meets their use case.
I will keep you updated with the results.
Thank you.
------------------------------
Mostafa OUDDERHEM
Ingénieur
------------------------------
Original Message:
Sent: 11-17-2025 11:33
From: Samuel Jillard
Subject: Enabling Click-to-Call from the Customer's CRM
Hi Mostafa,
If you are using the Genesys Cloud Browser extension, Click-to-Dial should be enabled by default - CRM functionality
------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 11-17-2025 11:01
From: Mostafa OUDDERHEM
Subject: Enabling Click-to-Call from the Customer's CRM
Hi,
The customer is using an external web-based CRM and would like to enable a click-to-call feature. When a user clicks the phone icon in the CRM, the system should automatically initiate an outbound call through Genesys Cloud to the associated phone number.
The customer does not want to use the Embeddable Framework solution. My question is: what needs to be configured or implemented on the Genesys Cloud side to support this requirement?
Thank you.
#API/Integrations
#Telephony
-------------------------------------------