Computer Telephony Integration

Computer Telephony Integration simplifies user communication, thus enabling seamless service at your organization's help desk. Upon integrating ServiceDesk Plus with your organization's telephone server, technicians can accept/initiate calls from their computer screen without picking up the telephone receiver.

 Salient Features 

• Pop-ups to display detailed caller information including the user's requests and assets (for existing users)

• Add unknown callers as new requesters in the application

• Associate the call details to an existing request

• Raise a new request with the call details at the end of the call

• Initiate an outgoing call to the requester from the request details page 

Configuring Computer Telephony Integration    

Pre-requisites

Technicians must have a valid extension and SIP user ID updated in their ServiceDesk Plus account.

To configure Computer Telephony Integration,

1. Go to ESM Directory > Telephony (ESM setups) or Admin > Apps & Add-ons > Integrations > Third Party > Telephony (Non-ESM setups).

2. Click Settings and click the Telephone enabled toggle.

3. On the displayed page, configure the telephony integration using the following pointers:

   • Service: Select your organization's telephony server. ServiceDesk Plus supports Asterisk and Avaya servers.

• Server: Enter the IP address of your organization's telephony server.

• Port Number: The port number of the selected telephony service will be auto-populated here. Edit the port number if required.

• TLink: TLink establishes the connection between your Call Manager and Avaya AES server. This option will be displayed only if you have selected Avaya service.

  1. Click Get TLink to fetch the available TLinks in your organization. A pop-up displays on successful completion.

  2. Select the required value from the Select TLink drop-down.

• SIP Protocol: This option will be displayed only if you have selected Asterisk service. Select the protocol configured in your Asterisk server.

• Username, Password: Enter your login credentials of the telephony service.

• Create Request: Enable the Create request automatically option to create requests automatically when a call to a technician is unanswered. When this option is enabled, an incident request using the default template will be created automatically only if the caller is a known user in ServiceDesk Plus.

1. Click Save.

 

Avaya Telephony Server

 

Asterisk Telephony Server

 

Upon successful integration, technicians can initiate/accept calls for their extension from the application.

Configuring Custom Servers 

You can integrate ServiceDesk Plus with telephony servers other than Avaya and Asterisk using scripts. Follow the steps given below to upload and run a script to integrate ServiceDesk Plus with a custom telephony server.

1. Upload the text file containing the custom script under <Application Directory>/integration/custom_scripts/executor_files

2. In the application, go to Admin > Integrations > Telephony.

3. Select Custom from the Service drop-down.

4. Under Script command to run, enter the file name uploaded in step 1 and click Save.

Click here to view a sample custom script configuration.

 

 

Upon successful integration, you can initiate outgoing calls of the custom server from within ServiceDesk Plus.

Add .JAR files for Avaya Integration

Avaya services will be disabled while configuring Telephony integration.

• For users who have already configured the service in their setups, the integration will be disabled after upgrading to build 14830 or later.

• For new users, the service will not be configurable in the application UI.

To enable the integration, users can add the necessary .JAR files to the application build using the steps explained below:

1. Go to the following link: https://www.avaya.com/en/partners/devconnect/sdks/

2. Under the following topics Avaya Aura Application Enablement Services > JTAPI, download the Avaya Aura AES Release 10.2 Dec 2023 JTAPI SDK and Client (Linux) file. This step is common for any environment (Windows/Mac/Linux).

3. Open the downloaded .BIN file and extract it.

4. In the extracted folder, go to Downloads > jtapi-sdk-10.2.0.0.0.198.bin > jtapi-sdk-10.2.0.0.0.198 > jtapi-sdk\lib\

5. Copy the following .JAR files:

   1. ecsjtapia.jar

   2. log4j-api-2.19.0.jar

   3. log4j-core-2.19.0.jar

6. Go to [SDP_Home] > lib and place the jar files.

7. Restart the application.

Existing users can re-enable the integration manually. New users can provide the Avaya credentials to configure the service.

Update/Remove Integration 

You can update the details of the existing server integration or remove the integration if you are switching to a different telephony service.

To update the integration, modify the required information under Admin > Integration > Telephony and click Update.

To re-configure the integration with a different telephony service, remove the existing integration by clicking Remove and follow the steps discussed earlier.

Enable/Disable Computer Telephony Integration 

You can enable or disable an existing Computer Telephony Integration using the checkbox at the top of the page.

 

 

You can enable/disable telephony integration for specific technicians by following the steps given below:

1. Go to Admin > Users > Technicians.

2. Open the details page of the required technician.

3. Deselect the Enable Telephony Integration checkbox.

Screen Pop-ups 

Upon successful integration with a telephony server, the ServiceDesk Plus application window notifies users about incoming/outgoing calls with screen pop-ups. These pop-ups display detailed information about the caller, enables technicians to take notes about the call, and even associate the call details with a new/existing request.

Incoming Calls 

The application notifies users of incoming calls with a pop-up displaying the user information as given in the screenshot below:

 

 

Click Pick Up to receive the call. The user image highlight changes from red to green upon successful connection.

 

 

End Call

Click Hang up to end the call. You can associate the call details to an existing request or create a new request from the pop-up screen after the call is ended.

 

 

 

 

Click New Request to create a new request using the call details. The New Request form pops up with the call description auto-populated in the request description. Add other required information and click Save to create the request.

Click Existing Request to append the call details as notes to an existing request.

View Requests and Assets of the Caller

If the call is from a user existing in the application, clicking View Requests displays the users requests along with the request details in a separate pop-up window as shown below:

 

 

Clicking View Assets displays the assets associated with the user in a separate window.
 

If the call is from an unknown user, the incoming screen pop-up will look as shown in the screenshot below:

 

 

You can add the user into the application from the incoming call screen pop-up:

1. Click Add as requester. The new user form pops up.

2. Fill out the user details and click Save.

Add Notes

You can note down any important information discussed during the call in the Call description field.

Click to Dial 

Upon successful telephony integration, ServiceDesk Plus enables technicians to initiate outgoing calls to the requester from the request details page. Ensure that the requesters accounts are updated with valid contact details.

To initiate an outgoing call to a requester,

1. Open the details page of a request.

2. Click the contact number displayed next to the requester name. A screen pops up with the user image highlighted in red, indicating that the call is initiated.

 

 

The user image highlight turns green upon successful connection.

 

 

If the call fails, the highlight disappears with the status updated as Outgoing call failed.

 

 

Telephony Logs

Under the Telephony Logs tab, you can access the details of all incoming and outgoing telephone calls. The details are tabulated with options to search, filter, sort (based on time), view caller or receiver details, and limit the number of items per page along with page navigation. The following information is recorded for each call entry in the log:
 

Column Name	Description
Caller	Shows the caller's name.  For unidentified callers, Unknown will be recorded.
Caller Number	Shows the number used by the caller to initiate the call.
Receiver	Shows the call receiver's name. For unidentified callers, Unknown will be recorded.
Receiver Number	Shows the number to which the call was made.
Call Type	Shows one of the values below based on the status: Completed Call Ongoing Missed Call Success Failed
Time	Shows the time when the call was initiated or received on ServiceDesk Plus. You can sort the list in ascending or descending order using this column.
Duration	Shows how long the call lasted.

 

 

To view details of the identified caller or receiver, click their name.

You can filter call logs based on the call type. To do this, click the filter drop-down on the top-left and choose your preferred option.

 

 

The telephony logs can also be accessed by clicking Call Logs on the bottom-right corner of the application.

 

 

 Create Request from Logs 

For call entries with the type "Missed Calls", you can create a request directly from the telephony logs page. To do this, click Create Request against the "Missed Call" type entry, and choose your preferred template and proceed with request creation.

For entries from which a request was already created, you can access the request details directly from the Telephony Logs tab. To do this, click View Request Details against the call entry.

 

You can also enable the option to create requests automatically when a technician misses a call. This option is available on the Telephony server settings page. To learn more, click here.

Telephony API (For Custom Server Integration)

Trigger Incoming call pop-up 

Method: POST

Input the following URL pattern:

<protocol>://<hostname>:<port number>/api/v3/telephony/make_call

Sample Input Data

Sample Output Data

 

Trigger Pick Up Event 

Method: PUT

Input the following URL pattern:

<protocol>://<hostname>:<port number>/api/v3/telephony/pick_call

Sample Input Data

Sample Output Data

 

Trigger Hang Up Event

Method: DELETE

Input the following URL pattern:

<protocol>://<hostname>:<port number>/api/v3/telephony/drop_call

Sample Input Data

Sample Output Data