Computer Telephony Integration
Most IP telephony systems allow the configuration of additional options. This makes it possible to add an option to the softphones that the service desk analysts use on their PCs. This option could launch the Service Desk console when an incoming call is picked-up. The caller would then automatically be selected in the User field of the Service Desk console.
This Computer Telephony Integration (CTI) only requires a simple URL with (part of) a telephone number.
Question:
If Beatrice Baldwin’s telephone number is +1 (713) 987 2922, which URL would open the Service Desk console with Beatrice preselected?
All of the following URLs will open the Service Desk console in a new browser window with Beatrice Baldwin selected in the User field:
- https://wdc.4me-demo.com/sd?telephone=1%20(713)%20987%202922
- https://wdc.4me-demo.com/sd?telephone=1(713)9872922
- https://wdc.4me-demo.com/sd?telephone=0017139872922
- https://wdc.4me-demo.com/sd?telephone=17139872922
- https://wdc.4me-demo.com/sd?telephone=7139872922
- https://wdc.4me-demo.com/sd?telephone=9872922
- https://wdc.4me-demo.com/sd?telephone=zusazab
The last URL example shows that Xurrent also supports telephone numbers that are presented in letters.