Important notice
This package is available free of charge!
Prerequisites
- Znuny 7.0
- An installed phone client on your workstation which supports opening a URL on incoming calls and optional dialing via URL scheme
Notes
- Configure your local CTI client/agent to open a new browser window (Znuny window) on every incoming phone call. For example: YOUR-ZNUNY-HOST/znuny/index.pl?Action=AgentTicketPhoneCTI;CallerID=XXX
- Possibility to modify the caller ID with regular expressions
- We added the URL parameter "Screen". If you pass "Screen=AgentCustomerInformationCenter", you get linked to the customer information center. YOUR-ZNUNY-HOST/znuny/index.pl?Action=AgentTicketPhoneCTI;CallerID=XXX;Screen=AgentCustomerInformationCenter;
- The phone number needs to be configured as a searchable field (check Kernel/Config.pm -> CustomerUser -> CustomerUserSearchFields)
If the caller is stored with his caller ID in the configured customer user database, the ticket creation screen will be opened and the caller will be pre-selected as customer. If you already have your customer data in Znuny, the phone number might be provided with a URL to start external phone calls.
Installation
Download the package and install it via admin interface -> package manager.
Configuration:
To get to the configuration options in the System Configuration, navigate to Core::Znuny::CTI.
(The use of the URL znuny/index.pl?Action=AgentTicketPhoneCTI;CallerID=XXX should be sufficient in most cases)
Download
Download the latest version.
Professional Support
For this add-on and for Znuny in general visit www.znuny.com. Looking forward to hear from you!
Enjoy!
Your Znuny Team!