Computer Telephony Integration (CTI)

Organizations can configure an additional option in their IP telephony system for launching the Service Desk console. Once this option has been added, the organization’s service desk analysts will be able to use it whenever a call is routed to the softphone on their computers. When used, the incoming call is picked up while at the same time a new browser window presents the details and previously registered requests of the caller. If a new request needs to be opened for the caller, the analyst only needs to press the Enter key.

To configure this option, the IP telephony system needs to be told to launch a new browser window with a URL that ends with the telephone number of the caller. This URL must adhere to the following syntax:

https://example.itrp.com/sd?telephone=1234567890

In the URL above, example represents the ID of the ITRP account. Replace it with the ID of the ITRP account of the organization for which the computer telephony integration is to be configured.

Note that the REST API can be used in a similar fashion to retrieve a Person record using a telephone number.

Testing

After substituting example with the ID of an organization’s ITRP account, the URL can be tested using a browser. Enter the URL in the address bar of the browser and press Enter.

Be sure to log into ITRP as a user of the account who has the Service Desk Analyst role. Use a telephone number of a Person who this user is able to select manually in the Service Desk console.

Number Matching

It does not matter how the phone numbers are registered in ITRP. A number could be written as +1 (123) 456 7890 or 123-456-7890 or just 4567890. Similarly, the phone system can add the phone number at the end of the URL as +11234567890 or 0011234567890 or 4567890. Only the numbers will be used to find a match. Any other characters are ignored. When spaces are included in the URLs that the phone system generates, then each space gets encoded properly as %20.

People can call from their work, mobile or home number. As long as the number is registered in ITRP for a Person, ITRP finds this Person. When the number is used by multiple people, these people are suggested as options for the User field when the Service Desk console is launched.

Support ID

Many organizations use an automatic call distribution (ACD) system to collect some information from callers before assigning their call to an available service desk analyst. A caller could, for example, be asked to enter his/her account, customer or employee number. When the Support ID field of the Person records is populated with this number, the ACD can pass the value that the caller said or entered to the CTI integration. By placing the number that the caller provided, rather than the caller’s telephone number, at the end of the URL, the Person record of the caller gets selected automatically in the User field of the Service Desk console. That is because, before looking for a match with a telephone number, ITRP first checks for a Support ID match.

When the same customer number is entered in the Support ID field of each contact person of the corresponding customer organization, these people get listed as options for the User field when the Service Desk console is launched.

Bi-directional

The computer telephony integration is bi-directional. ITRP automatically hyperlinks the telephone numbers it displays. When a user clicks on a telephone number, the softphone (if properly configured) will be launched to call the number.