CTI (generic)

Since Zammad 2.6 anyone with access to a CTI (computer telephony integration) system can use the phone-functionality.

Using the CTI-integration enables you to greet customers by name, get their tickets up on the screen with a single click. Or, identify missed calls at a glance, and return calls right from within Zammad. Manufacturers of telephone systems or developers can use this interface to connect their telephone system to Zammad.

What do I need to get started?

Zammad requires the following information to support the agent:

  • individual call events (e.g., call incoming/answered/ended)
  • caller ID data

To use the new CTI interface, your CTI system must transmit this information (and only this information) to Zammad via HTTP.

What can it do for me?

*Inbound calls* - Caller ID display: Open a caller’s customer profile with just one click - Intelligent caller ID search: Automatically scans tickets for caller ID data (e.g., in email signatures) if customer account data is missing - Caller overview: See a caller’s entire ticket history, or instantly create a new ticket - Call journal: See all calls at a glance, along with their status (e.g., which ones require a call-back?) - Agent overview: See who’s currently on a call - Selective call blocking [1] - Do-not-disturb mode [1]

*Outbound calls*

  • Direct dialing: Initiate calls from within Zammad [1]
  • Dynamic caller ID: Set your caller ID based on, e.g., the destination country of the call*
[1](1, 2, 3) requires PBX/telephone system support
../_images/CTI-1.jpg ../_images/CTI-2.jpg

More information can be found on our CTI API into.