CTI (generic)

Zammad offers phone functionality for users with access to a CTI (computer telephony integration) system (available since version 2.6).

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/11.jpg ../../_images/21.jpg

More information can be found on our CTI API intro.