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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=cwKcmLVs7uTX8rHo

Update Issue: https://www.visionflow.com/CTI.do?projectId=<YOUR_PROJECT_ID>&userPhone=0701279349&ticketId=<YOUR_TICKET_ID>&token=Nj8dd1zSJWem2ePc

Open Company: https://www.visionflow.com/CTI.do?userPhone=461122334455&card=customer&customerId=<customerId>&token=cwKcmLVs7uTX8rHo

 

 

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. 

 

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=cwKcmLVs7uTX8rHo"

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=cwKcmLVs7uTX8rHo"

 

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 is then recommended to make a change in the settings in your web browser to allow VisionProject to close it. 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=cwKcmLVs7uTX8rHo

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

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