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Components installed with CTI Softphone

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Components installed with CTI Softphone

Several types of components are installed with CTI Softphone.

Tables installed with CTI Softphone

Tables are added with activation of CTI Softphone.

Table Description
User CTI Status Stores the agent's availability status.

Script includes installed with CTI Softphone

Script includes are added with activation of CTI Softphone.

Script include Description
CTIAjaxUtility Ajax class that provides helper functions to set and get user states, get incoming call context, log a call, and queue and dequeue a call.

Business rules installed with CTI Softphone

Business rules are added with activation of CTI Softphone.

Business rule Table Description
Route available user for Incident Task User CTI Status

[user_cti_status]

Demo business rule to dequeue a call based on matching rules whenever an agent becomes available.

UI macros installed with CTI Softphone

UI macros are added with activation of CTI Softphone.

Script include Description
show_phone A UI macro which can be used as a ref_contributions on any field which references the Users [sys_user] table. This macro displays a phone icon next to the Contact (sys_user) field on the Case form. The icon is shown only if the phone field in the Users [sys_user] table is set.
This macro requires the activation of the OpenFrame plugin and a default openframe configuration to be configured. Also, this macro is supported if:
  • the doctype property is set and the device is not a tablet or mobile.
  • the web browser is Internet Explorer 10 or above.
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