Computer Telephony Integration


Computer Telephony Integration simplifies user communication, thus enabling seamless service of your organization help desk. Upon integrating ServiceDesk Plus application with your organization's telephone server, technicians can accept/initiate calls from their computer screen without picking the telephone receiver

Telephony Integration is available in the Enterprise Edition only.

 Salient Features 

Pop-ups to display detailed caller information including the user's requests and assets (for existing users)

Add unknown callers as new requesters in the application

Associate the call details to an existing request

Raise a new request with the call details at the end of the call

Initiate an outgoing call to the requester from the request details page 

Screen Pop-ups 

Upon successful integration with a telephony server, the ServiceDesk

Plus application window notifies users about incoming/outgoing calls

with screen pop-ups. These pop ups display detailed information of the

caller, enables technicians to take notes about the call and even

associate the call details with a new/existing request.

Incoming Calls 

The application notifies users of incoming calls with a pop-up displaying the user information as given in the below screenshot:

Click Pick Up to receive the call. The user image highlight changes from red to green upon successful connection.

Click Hang up to end the call. You can associate the call details to an existing request or create a new request from the pop-up screen after the call is ended

Click to Dial 

Upon successful telephony integration, ServiceDesk Plus enables technicians

to initiate outgoing calls to the requester from the request details

page. Ensure that the requesters accounts are updated with valid contact details.

To initiate an outgoing call to a requester, Open the details page of a request.

Click the contact number displayed next to the requester name. A screen pops

up with the user image highlighted in red, indicating that the call is

initiated.

Outgoing Calls 

Click the contact number displayed next to the requester name. A screen pops up with the user image highlighted in red, indicating that the call is

initiated.

The user image highlight turns green upon successful connection.

If the call fails, the highlight disappears with the status updated as Outgoing call failed.

To configure CTI

Integrate ServiceDesk Plus application with your organization's telephony server such as Asterisk or Avaya to enable call notification pop-ups within the application.You can integrate ServiceDesk Plus with telephony servers other than Avaya and Asterisk using scripts.