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 CTI (Computer telephony integration) / Phone integration Export knowledge base Export     SubscribeSubscribe      Show article info

You can integrate VisionProject with your PBX (phone system) or "softphone" or Call center software to enable "screen pop" functionality. 

  1. When the user calls in, your phone system will connect to VisionProject and pass parameters, such as the caller's phone number and the recipient of the call (the agent that picks up).
  2. A new tab with a new ticket/case/issue form will be opened by the system (screen pop) for the recipient of the call (based on userPhone or userName). 
  3. The system searches for the caller's phone number and fills in the "reporter" field with the be populated with the user 
  4. The system searches for the user's (operator) phone number and fills in the "owner" field with the be populated with the user 
  5. If the ticketId/caseId/issueId is provided then the issue will be loaded instead of a new one

To enable CTI, your PBX must be able to open links and be able to pass certain parameters that allow VisionProject to identify the request user.

 

When an opertor/user answers a phone call, your PBX must call a link that looks like :

 

New Issue: https://www.visionflow.se/CTI.do?projectId=<YOUR_PROJECT_ID>&callerPhone=461122334455&userPhone=461122334455&issueTypeId=<YOUR_ISSUE_TYPE_ID>&token=<YOUR_TOKEN>

Update Issue: https://www.visionflow.com/CTI.do?projectId=<YOUR_PROJECT_ID>&userPhone=0701279349&ticketId=<YOUR_TICKET_ID>&token=<YOUR_TOKEN>

Open Company: https://www.visionflow.com/CTI.do?userPhone=461122334455&card=customer&customerId=<customerId>&token=<YOUR_TOKEN>

 

 

This is also described in the General --> Settings --> Integrations --> CTI section in the system

 

Knowledge Base Images/Issues/cti_visionflow.jpg


There are three options, as you can see above 

  1. Phone system to Soft phone to VisionProject to Agent - With EXE
  2. Phone system to VisionProject to Agent - With URL
  3. Phone system to VisionProject to Agent - With Exe or code

We recommend option 2 or 3 since this requires less work on the client/PC. 

 

Option 1

If it isn't possible for the phone system to connect to VisionProject directly from the server, then it might be needed to configure the soft phone to execute an EXE when the user picks up the call. 

 

Using Curl

 

If so, then we recommend the use of Curl or similar software (http://curl.haxx.se/download.html). By using curl you configure your applications to execute the following exe :

 

curl.exe -s "http://www.visionflow.com/CTI.do?projectId=<YOUR_PROJECT_ID>&callerPhone=461122334455&userPhone=461122334455&issueTypeId=<YOUR_ISSUE_TYPE_ID>&token=<YOUR_TOKEN>"

 

Using PowerShell

 

An alternative to curl is to write a PowerShell script instead (in Windows) that does the same thing as using curl above. For example using code similar to the code below, but where you pull callerphone from an argument instead: 

 

$url = "https://www.visionflow.com/CTI.do?projectId=20&callerPhone=123456&userName=myusername&issueTypeId=3&token=my_token"
$webclient = new-object System.Net.WebClient
$webclient.UseDefaultCredentials = $True
$webpage = $webclient.DownloadString($url)

 

For more information about powershell see here... 

Option 2

It is common that phone systems can connect to VisionProject directly from the server, which is the best solution that requires the least work for you. This means that you can configure events on the server so that an URL can be requested (usually in a "Call established" or "onAnswer" event or similar). You need to study into your system's documentation or talk to your phone system vendor to see if this is possible.

Option 3

If option 2 isn't possible, it might be needed to execute an EXE on the server (in a "Call established" or "onAnswer" event). If so, then we recommend the use of Curl or similar software (http://curl.haxx.se/download.html). By using curl you configure your applications to execute the following exe :

 

curl.exe -s "http://www.visionflow.com/CTI.do?projectId=<YOUR_PROJECT_ID>&callerPhone=461122334455&userPhone=461122334455&issueTypeId=<YOUR_ISSUE_TYPE_ID>&token=<YOUR_TOKEN>"

 

If it is not possible to execute an EXE, it might be possible to execute custom developed code that can be placed on the server. You need to study into your system's documentation or talk to your phone system vendor to see if this is possible and how this is done.

 

Opening the URL in new tab in the web browser

 

If your soft phone app does not allow for you to execute .exe files and just opens a new web browser tab in your normal web browser, then this works also. However, it may be annoying to close the new tab window every time it opens, to solve this you can configure your web browser to allow VisionFlow to close the tab, you can do this by following the instructions in this KB article: See here for more information on how to do this...

 

Phonenumbers with '+'

If you have stored phone numbers in the system using '+' sign (for example +46-70-123456) then the '+' sign needs to be properly escaped in the URL. A plus sign is properly encoded by replacing it with '%2b' in the URL (for example %2b46-70-123456). The complete URL would then for example look like this:

 

https://www.visionflow.se/CTI.do?projectId=<YOUR_PROJECT_ID>&callerPhone=%2b46-70-123456&userPhone=461122334455&issueTypeId=<YOUR_ISSUE_TYPE_ID>&token=<YOUR_TOKEN>

 

NOTE! The Chat module is needed for the CTI integration.

How can I test so that CTI works?

It is easy to simulate the CTI funcionality using two web browsers. If the steps below doesn't work, and you are using the installed version of VisionFlow, then you need to look into your server configuration.

 

Pre-conditions for the test cases below

 

  • Activate CTI in your system 
  • Make sure a the customer company exists in the example below
  • Make sure a the reporter/contact person exists with the phone number below

 

Use case 1 - screen pop for incoming calls:

 

  • Open 2 web browsers, one in Chrome and one in FF. Please note that, unless you are using option 1 above, CTI doesn't work so well in Internet Explorer, and we always recommend other web browsers
  • Log in as your normal user in Chrome
  • In Firefox copy and paste the url:  https://www.visionflow.com/CTI.do?projectId=<YOUR_PROJECT_ID>&callerPhone=<CUSTOMER_PHONE_NUMBER>&userPhone=<YOUR_PHONE_NUMBER>&issueTypeId=<YOUR_ISSUE_TYPE_ID>&token=<YOUR_TOKEN> and press return
    • Replace <YOUR_PROJECT_ID> with the projectId for the project where a new issue should be opened
    • Replace <CUSTOMER_PHONE_NUMBER> with a correct customer phone number, as stored on a user
    • Replace <YOUR_PHONE_NUMBER> with a your phone number or use the parameter userName=<YOUR_USERNAME> instead and specify your username
    • Replace <YOUR_ISSUE_TYPE_ID> with the issuetype id you want to use
    • Replace <YOUR_TOKEN> with your token
  • If everything is set up correctly a new issue window should open for you in the correct project/workspace, with the correct type and with the correct reporter/customer user set on the issue
  • If this doesn't work, please check the logs on your server

 

Use case 2 - open company

 

  • Open 2 web browsers, one in Chrome and one in FF. Please note that, unless you are using option 1 above, CTI doesn't work so well in Internet Explorer, and we always recommend other web browsers
  • Log in as your normal user in Chrome
  • In Firefox copy and paste the url:  https://www.visionflow.com/CTI.do?userPhone=<YOUR_PHONE_NUMBER>&card=customer&customerNumber=<customerNumber>&token=<YOUR_TOKEN>
    • Replace <YOUR_PROJECT_ID> with the projectId for the project where a new issue should be opened
    • Replace <customerNumber> the customer number for the customer company
    • Replace <YOUR_PHONE_NUMBER> with a your phone number or use the parameter userName=<YOUR_USERNAME> instead and specify your username
    • Replace <YOUR_TOKEN> with your token
  • If everything is set up correctly the customer company tab should open for you with the correct customer selected.
  • If this doesn't work, please check the logs on your server

 

 

Common problems

 

If you have problems, and you are running the installes on-premise version of VisionProject, check the server side logs for errors. One common problem is that the chat/push functionality has stopped working. If you are unsure what the problem may be, please contact our support team by creating a ticket where you send along the log files


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