Computer Telephony Integration (CTI)
Organizations can configure an additional option in their IP telephony system
for launching the Service Desk
console. Once this option has
been added, the organization’s service desk analysts will be able to use it
whenever a call is routed to the softphone on
their computers. When used, the incoming call is picked up while at the same
time a new browser window presents the details and previously registered
requests of the caller. If a new request needs to be opened for the caller, the
analyst only needs to press the
To configure this option, the IP telephony system needs to be told to launch a new browser window with a URL that ends with the telephone number of the caller. This URL must adhere to the following syntax:
In the URL above,
example represents the ID of the 4me account. Replace it
with the ID of the 4me account of the organization for which the computer
telephony integration is to be configured.
Note that the REST API can be used in a similar fashion to retrieve a Person record using a telephone number.
example with the ID of an organization’s 4me account, the
URL can be tested using a browser. Enter the URL in the address bar of the
browser and press
Be sure to log into 4me as a user of the account who has the Service Desk Analyst role. Use a telephone number of a Person who this user is able to select manually in the Service Desk console.
It does not matter how the phone numbers are registered in 4me. A number could
be written as
+1 (123) 456 7890 or
123-456-7890 or just
Similarly, the phone system can add the phone number at the end of the URL as
4567890. Only the numbers will be used to
find a match. Any other characters are ignored. When spaces are included in the
URLs that the phone system generates, then each space gets encoded properly as
People can call from their work, mobile or home number. As long as the number is registered in 4me for a Person, 4me finds this Person. When the number is used by multiple people, these people are suggested as options for the Requester field when the Service Desk console is launched.
Many organizations use an automatic call distribution (ACD) system to collect some information from callers before assigning their call to an available service desk analyst. A caller could, for example, be asked to enter his/her security badge number or customer number. When the Support ID field of the Person records is populated with this number, the ACD can pass the value that the caller said or entered to 4me.
To ask 4me’s CTI functionality to use the Support ID to look up a caller, the URL must use the following syntax:
When the same customer number is entered in the Support ID field of each contact person of the corresponding customer organization, these people get listed as options for the Requester field when the Service Desk console is launched.
Rather than using the telephone number or support ID of the caller, it is also possible to look up the caller using his/her employee ID. Organizations can use their ACD to ask for the caller’s employee number. The ACD can then pass the value that the caller said or entered to 4me’s CTI functionality to ensure that the caller gets selected automatically in the Requester field of the Service Desk console.
To use the employee ID to look up a caller, the URL must use the following syntax:
Instead of using the telephone number or Support ID of the caller it is also possible to use the ID of a Request that was requested by the caller. In this case, the URL must use the following syntax:
The browser window will show the details and previously registered requests of the caller. The provided Request ID will automatically be selected from the list of previously registered requests and the details of that Request will be loaded.
When the Request ID cannot be found within the last 50 registered requests of the caller, the details of the Request will not be loaded automatically.
Proving Fallback Parameters
4me’s CTI functionality also offers the ability to provide multiple parameters. This can be useful, for example, when the ACD is programmed to ask a caller for the number of the request that he/she is calling about. But if the caller does not enter a number because the call is about a new issue, or if the caller provided a request number that does not exist, it may be helpful if the telephony integration falls back on the caller’s telephone number. That way, the Service Desk console would still open automatically for the agent who accepts the call and even though a previously registered request will not be presented, the Service Desk console will still automatically select the caller in the Requester field and list all of this person’s previously registered requests.
The following parameters can be provided:
If all of them are provided, they are processed in the order listed above. This means that the CTI functionality will first attempt to find a match on the request ID. If such a match could not be found, it will try to find a person record using the employee number that was provided, etc.
An example of a valid CTI URL that provides two parameters to 4me is presented below:
The computer telephony integration is bi-directional. 4me automatically hyperlinks the telephone numbers it displays. When a user clicks on a telephone number, the softphone (if properly configured) will be launched to call the number.