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Computer Telephony Integration (CTI) Integration

Overview

Computer Telephony Integration (CTI) is a technology solution that offers fully integrated, turnkey IT solutions including IT infrastructure design, implementation and support, security and compliance solutions, and data center integration. CSM integrates with a CTI company to provide additional telephony services, such as:

Note: CSM integrates only with Telephony Application Programming Interface (TAPI)-compliant telephony clients. (The TAPI is a Microsoft Windows API that provides Computer Telephony Integration (CTI) and enables PCs running Microsoft Windows to use telephone services.)

Related Reading

Steps to Integrate

  1. Connect CSM to a CTI company using the command line. In the example, the Customer is the Cherwell Business Object to search and the number is the ANI (caller information) as passed by a CTI company.

    Ex. "C:\Program Files\Cherwell Service Management\Trebuchet.App.exe"/S customer 3035555555 OR

    CherwellClient://commands/search?rectype=Customer&search=searchText 3035555555

    Note: The command executed must be able to access and run the Desktop Client application from the application's installed directory.

    Note: The Customer phone number without formatting needs to be in a field with Full-Text Search enabled.

  2. Create a Blueprint.
  3. Edit the Customer Record by adding a new field. The new field should have the following attributes:

    Note: This field does not need to be added to the form.

    Note: The OOTB content sets up the next steps automatically. If you are using a CSM version before 5.0, then follow these steps to create a field with the phone number without formatting. The field must also be in the Full-Text Index.

  4. Edit the field properties and enable the calculated feature and the field is calculated by a text-base Expression. In the example, the ShortPhone field is calculated by the ShortPhone Expression. The short phone field is calculated from the phone field in an Expression.
  5. Add Modifiers to the Expression to Remove (-).
  6. Create a One-Step to remove the Phone field, remove and extra text, and populate the field.
    1. In Desktop Client, go to the Customer menu.
    2. Select Contact Manager.
    3. Change the Customer Type to show the desired Customer Group.
    4. Go to the Search tab and click Go.

      A list of all Customer Records in the Customer Group open.

    5. Go to the One-Step menu and select One-Step Manager.
    6. Click the Customer Type desired and click New.
    7. In the Name field, type the name for the new One-Step.
    8. Click Add and select Update a Business Object.

      The Update Business Object Step window opens.

    9. From the Contact fields list, select the Short Phone field.
    10. Select the Template radio button.
    11. Right-click the Template text field.
    12. Select Phone.
    13. In the Template field, right-click and select Modifiers.
    14. Create a new Modifier for each possible text in the Phone field.

      Examples: (,), -, X, *. For spaces, use the Remove white-space Modifier.

    15. Click OK in each window until you return to the One-Step Manager.
  7. Right-click the new One-Step you created.
  8. Select Run for Group. This runs the One-Step against the entire Customer Group that was chosen and populates the phone number without text or spaces.
  9. Contact a CTI company to ensure commands are working within CSM.

See Also

About CSM Integrations

Out-Of-The-Box Connector Integrations

Avaya Integration

Atrium Discovery and Dependency Mapping (ADDM) Integration

Barcode Scanner Integration

Bomgar Integration

Cherwell Discovery and Inventory (CDI) Integration

Cisco Call Manager Integration

Dimension Data Xigo Integration

eDOCs Integration

External Database Integration

Footprints Integration

Four Rivers TMS Integration

HP OpenView Integration

inContact ACD/IVR Integration

Intelligent Notification Integrations

Ipswitch What’s Up Gold Integration

JAMF Casper Suite Integration

JIRA Integration

KACE Integration

Knowledge Base Integration

Knowledge Brokers Integration

Lansweeper Integration

Lansweeper Integration: View Examples

Lawson Integration

Lightweight Directory Access Protocol (LDAP) Integration

Microsoft Active Directory® Integration

Microsoft® Dynamics CRM Integration

Microsoft® Dynamics GP Integration

Microsoft® Outlook® Integration

Microsoft® System Center Configuration Manager (SCCM) Integration

Microsoft® System Center Operations Manager (SCOM) Integration

Microsoft® Windows PowerShell Integration

Nagios Integration

NetIQ eDirectory Integration

Oracle Access Manager Integration

Oracle Enterprise Resource Planning (ERP) Integration

Oracle Identity Manager (OIM) Integration

Oracle PeopleSoft Integration

Salesforce Chatter Integration

SAP Integration

Snow Inventory Integration

SolarWinds Inventory Integration

SpiceWorks Integrations

Splunk Integration

Symantec Altiris Integration

Tripwire Enterprise Integration