Hi Fiona,
The CTI functionality that existed in earlier versions of Sage CRM was predominately built for old-style PBX systems and relied on the ActiveX component. That approach became increasingly outdated.

Today, platforms like Microsoft Teams, 3CX, Zoom Phone and others don’t expose “traditional” CTI hooks. Instead, they provide APIs and SDKs for integration. The market has moved on from a fixed CTI framework to API-driven integrations that are way more flexible.

As far as I’m aware, there isn’t currently a native “plug-and-play” CTI component on the Sage CRM roadmap. The product is deliberately positioned as an integration platform, giving partners the tools to build solutions that fit whichever telephony system their customer uses.

In my view, a Sage CRM partner really should have the development capability to deliver this kind of integration. That’s part of what differentiates Sage CRM from more locked-down products, it gives partners the freedom to design tailored solutions rather than being constrained by a one-size-fits-all CTI module. And for those partners that don’t have these skills in-house, it’s common to align with specialist developers or even comms providers to deliver that capability to their customers.

To give some reassurance, integrations with systems like 3CX and Teams are relatively straightforward through their APIs, and we already have end-users successfully using Sage CRM alongside these platforms today.

Microsoft Phone Link is very useful for basic call functions

Setting up calls in the Phone Link