Telephony (JTAPI)

With the interface based on JTAPI (Java Telephony API), callers are recognized in INETAPP if their phone number is available in the user master data (inbound function). Calling from a ticket (outbound function) is not possible, but can be done by other solutions.

Note: An inbound call does not automatically result in a ticket. The INETAPP is not a call center solution. We assume that under a support number also other calls accumulate, which do not necessarily result in a ticket. Once the call has started, the supporter must click to open a ticket in the Desktop Application or enter an addition to the customer's existing ticket.

Important: Your PBX must have a JTAPI interface. If this is not the case, then an additional middleware (not included in INETAPP) must be used, which monitors the PBX and forwards incoming calls to the INETAPP server.

The setup is shown below as an example using the middleware solution from the company "ilink".

JTAPI provider

Set up the network connection to the JTAPI service provider here, in the example the company "ilink". "sk" is the hostname with the provider software, "26555" is the communication port, plus login name and password.

What do login name and password stand for?

The information concerning the conducted phone calls is not provided by the CTI or JTAPI "server" to any client. The INETAPP server is in this context only a "client" which wants to have information from a server and gets it only if it is authorized to do so.

JTAPI-Peer

Start class (hand-shake class) of the JTAPI driver from the documentation of the JTAPI driver supplier. With this the driver communicates with the JTAPI server.

Where is the class file "JtapiPeerlmpl" located?

  • Starting point is the documentation of the JTAPI vendor. Usually there are at least 2 or 3 jar files (JTAPI.jar, vendor.jar e.g. teamcall-jtapi.jar, other libraries). A jar file is a Java archive file that can have a variety of Java classes. In the example, the archive file teamcall-jtapi.jar contains the class file JtapiPeerlmpl.class in its inner structure.
  • Java creates a "class tree" from the contents of all jar files at startup.
  • Therefore, in the screenshot, the above path to the startup class is known: teamcall-jtapi.jar/en/ilink/cti/cstajtapi.

Where to store the jar files in the HelpDesk program directory?

On Windows the path is: ...\\i-net HelpDesk\\Server\\lib\\custom

Country code

The country code is only necessary for normalization of the phone number in HelpDesk. Enter the plus sign followed by the two-digit country code.

Area code

The area code is only necessary for normalizing the phone number in the HelpDesk. Enter the area code here.

Main line number (only for PBXs)

Enter the number of your main connection here.

Include dispatcher phone connections only

Restricts the number of phone numbers to be monitored to only those HelpDesk users who have the "Dispatcher" privilege. Supporters who are only members of one or more resources are not taken into account, i.e. supporters do not get the "Phone" button displayed.

Example

Dispatcher A has entered his extension number "-123" in the "Phone" field of his i-net HelpDesk user data. Based on the user rights, HelpDesk determines that this user has dispatcher rights, displays the Phone button in the Inquiry and Orders modules as a result and monitors this phone number.

This means that the HelpDesk server requests the information "Give me all call data for phone number 123" from the telephone service provider. Of course, the dispatcher must be logged on to the workstation that the PBX connects to extension "-123".

If now a call is answered by Dispatcher A via telephone, then there is no visual signaling in the i-net HelpDesk client (no "blinking" or pop-up; mostly the CTI client shows the caller info in its window anyway). Dispatcher A has to decide by himself if the phone call leads to a ticket at all and if yes, if a new ticket should be opened or an addition to an already existing ticket should be made.

How does i-net HelpDesk recognize the caller's phone number?

  • The phone number in the caller's data stream is compared with the content of the phone field in the i-netHelpDesk master data. In doing so, the field content is normalized according to various criteria. As a result, only a pure extension number as well as area and country codes are recognized.
  • Even if there are several phone numbers in the Phone field for business, mobile and private number, HelpDesk recognizes each number individually during normalization and compares them separately.
  • If the caller's phone number is found in the i-netHelpDesk master data, HelpDesk recognizes the existence of a phone call between Dispatcher A and the HelpDesk user.
Case 1: Create new ticket

The dispatcher clicks directly on the Phone button. The caller is recognized. A new ticket is immediately created for this user. Every further click on the button creates a new ticket (if the caller wants to report multiple problems).

Case 2: The caller's jobs should be displayed

If it turns out during the introductory conversation that the caller has a question or an addition to an already existing ticket, then the command Display caller's orders can be selected from the list box.

After clicking, the display changes to the Tasks module and now shows all the caller's tasks (both open and closed).