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".
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.
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.
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.
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.teamcall-jtapi.jar/en/ilink/cti/cstajtapi
.
On Windows the path is: ...\\i-net HelpDesk\\Server\\lib\\custom
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.
The area code is only necessary for normalizing the phone number in the HelpDesk. Enter the area code here.
Enter the number of your main connection here.
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.
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.
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).
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).