Integrate with CTI systems using CTI adapters

To integrate Unified Service Desk with your arvuti ja telefoni integratsioon (CTI) system, use a CTI adapter. The User Interface Integration (UII) CTI framework has components that you can use to build a CTI adapter. Lisateave: UII CTI Framework Components.

You can create two types of CTI adapters for Unified Service Desk:

• The first type involves defining a CTI Desktop Manager component with the required telephony actions for call and agent state management that can communicate with your CTI system. Next, you configure it as a CTI Desktop Manager type of hosted control in Unified Service Desk, which enables you to handle the interpretation of requests from a CTI system, and then route it within Unified Service Desk.

  Unified Service Desk provides a generic listener adapter that you can use to test your CTI system by sending CTI requests on a port with standard parameters that Unified Service Desk can evaluate as a CTI event. Lisateave: Use the generic listener adapter in Unified Service Desk

• The second type of adapter involves building all the components of a CTI adapter from scratch where you define how to connect to your CTI system (CTI Connector), how the calls and agent states will be managed (CTI Desktop Manager), and the look and feel of your softphone (CTI Controls). This type of adapter is used if your CTI system uses a service-based polling system or uses a callback/event notification system. Lisateave: Build a custom CTI adapter for Unified Service Desk

Selle jaotise sisu

Use the generic listener adapter in Unified Service Desk

Build a custom CTI adapter for Unified Service Desk

Considerations for creating a CTI adapter for Unified Service Desk

Näidisprotseduur: üldise kuulaja adaptri kasutamine CTI sündmuse marsruutimiseks

Seotud jaotised

UII computer telephony integration (CTI) framework

Unified Service Desk programming reference

Unified Service Desk
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