Overview

ipSCAPE supports Zendesk integration. Once configured you will see a 'softphone' within Zendesk from which you can make and receive calls.

1. Get the app

  1. Log into Zendesk

  2. Click the Admin icon () in the sidebar, then select Apps > Marketplace.

  3. Search for ipSCAPE Cloud CTI

2. Configure the app

  1. Install the app

  2. Enter a Name for the app.

  3. Fill out the settings detailed in the table below

  4. Install Another to finish

  5. Zendesk will reload apps

 

Setting name

Value

API Key

This can be found in your ipSCAPE Workspace under Administration>API keys for more details on where this is click here

Width

250

Height

450

Settings

Settings, copy & paste the following:

{

       "identifier": "zd",

       "users": {

                   "addNewUser": true,

                   "defaultName": "'New user'",

                   "sendVerificationEmail": false

       },

       "calls": {

                   "inbound": {

                               "form": "demo_inbound",

                               "tickets": {

                                           "public": false,

                                           "priority": "urgent",

                                           "type": "incident",

                                           "subject": "Call from <%customerPhoneNumber%> Account code <%ivrData_accountcode%>"

                               },

                               "fieldMapping": {

                                           "Account Code": "accountcode",

        "phone": "customerPhoneNumber",

                                           "Priority": "urgency"

                               }

                   },

                   "outbound": {

                               "form": "ips_outbound",

                               "tickets": {

                                           "public": true,

                                           "priority": "task",

                                           "type": "normal",

                                           "subject": ""

                               },

                               "fieldMapping": {

                                           "param_phone": "platformPhoneNumber",

                                           "param_ipscape": "activityId",

                                           "param_callType": "campaignTitle"

                               }

                   },

                   "transfer": {

                               "form": "ips_transfer",

                               "tickets": {

                                           "public": false,

                                           "priority": "high",

                                           "type": "incident",

                                           "subject": ""

                               },

                               "fieldMapping": {

                                           "param_bookingId": "digit",

                                           "param_phone": "customerPhoneNumber",

                                           "param_ipscape": "activityId",

                                           "param_callType": "campaignTitle"

                               }

                   }

       },

       "tabs": {

                   "call": {

                               "display": true,

                               "index": 0,

                               "title": "Notes",

                               "campaignInfo": true,

                               "relatedObjects": false,

                               "notes": true

                   },

                   "info": {

                               "display": true,

                               "index": 1,

                               "title": "Call Info",

                               "objects": {

                                           "campaignTitle": true,

                                           "interactionId": true,

                                           "callType": true,

                                           "customerPhoneNumber": true,

                                           "platformPhoneNumber": true,

                                           "ivrText": true,

                                           "ivrData": {

                                                       "display": true,

                                                       "data": [{

                                                                               "param": "accountcode",

                                                                               "label": "Account",

                                                                               "asTag": false,

                                                                               "outcomes": [],

                                                                               "class": ""

                                                                   }

                                                       ]

                                           }

                               }

                   }

       }

 
CODE

     

Enable Role Restrictions

Use this to restrict access to this app to certain Zendesk Roles

Enable Group Restrictions

Use this to restrict access to this app to certain Zendesk Groups