CTI Fallback
With Xurrent it has always been easy to establish a computer telephony integration (CTI). The CTI support that Xurrent provides makes it possible to open Xurrent’s Service Desk console when a service desk analyst accepts a new call. By getting the automatic call distributor (ACD) to ask the number of the request that the caller is calling about, this number can be passed to Xurrent to immediately open that request in the Service Desk console when the agent accepts a call.
But if the caller did not provide a number, for example because the caller wants to submit a new request, it would be great if the CTI capabilities of Xurrent would still be able to open the Service Desk console with the caller selected in the Requester field. That has become possible, because Xurrent now accepts multiple CTI parameters. The first CTI parameter that yields a result dictates the information that is presented in the Service Desk console when it opens in a new browser tab. The order in which the parameters are checked is:
- request
- employeeID
- supportID
- telephone
An example of a valid CTI URL that provides two parameters to Xurrent is presented below for the VirtualSupport organization:
https://virtualsupport.Xurrent.com/sd?request=1081652&telephone=2123682651
More information about Xurrent’s CTI capabilities can be found in the developer documentation.