Support for Computer Telephony Integration (CTI) in Efecte Service Management system is handled with http interface and URL requests. This functionality is also used in combination with other external systems such as chat platforms.

Prerequisites to the CTI-systems integration is that CTI-system’s client must be able to trigger an http get-request from end user’s workstation. Sending https get-request opens a new browser window in ESM. In addition, to make CTI –integration work, product license with CTI must be installed.

When a call in CTI system is answered, it will trigger URL –command where user id is a parameter (referred to in the platform settings as c aller ID). The user id can e.g. be a phone number (for CTI solutions) or email (for chat services).

The support agent can then select whether wants to create an incident, search issues or cancel the action.

Based on user id parameter ESM tries to find the corresponding user from background data. If multiple numbers are found with one parameter, ESM pop-up activates drop down list where the agent can select the actual caller.

Example of URL in cloud environments:

• https://efecte.mycompany.com/itsm/Frameset.do?a=cti/actions/+555342669678

Required URL format for cloud environments is following:

• https://efecte.mycompany.com/itsm - the URL of Efecte environment
• Frameset.do?a=cti/actions/[phone number as parameter] – last part of the URL where
  phone number is set as parameter.

Example of URL in on-premise environments:

• https://efecte.mycompany.com/efecte/Frameset.do?a=cti/actions/+555342669678

Required URL format for on-premise environments is following:

• https://efecte.mycompany.com/efecte - the URL of Efecte environment
• Frameset.do?a=cti/actions/[phone number as parameter] – last part of the URL where phone number is set as parameter. 

Platform settings for CTI-system integration:

• cti.integration.callerID.templatecode - Template code for searching callers information (default value = person)
• cti.integration.callerID.attributecode - Attribute code of previous template to match the phone number. Value of this field must match exactly the value coming from CTI system. (default value = phone)
• cti.integration.callerID.displaynamecode - Attribute code of previous template to show the display name of the caller (default value = full_name)
• cti.integration.newDC.templatecode - Template code for data card that is created when "New" button is clicked (default value = incident)
• cti.integration.newDC.caller.reference.attributecode - Attribute code of previous template, that will contain reference to caller. Must be a reference attribute. (default value = customer)
• cti.integration.search.codes - Template and attribute codes to be used for searching issues for the caller. (default value = incident:customer)
• cti.integration.callerID.remove.whitespaces - Defines whether whitespaces are removed from parameter matching the person information in ESM. (default value = true)