Zendesk CTI Adapter

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” and find the ipSCAPE V8 CTI Adapter app
   

   

4. Click “Install”

   

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. Click Update

3. Zendesk Configuration JSON

The Zendesk integration is constructed using the Talk Partner Edition API to use as a CTI toolkit, and the Zendesk Apps framework to extend the agent interface in Support.

A telephony event triggers one or more actions in Zendesk Support. For example, when an agent answers a call, the telephony system can create and display a ticket in Zendesk Support. Read more about the Zendesk Talk Partner Edition.

Setup Dependencies

To connect with your Zendesk instance and configure the ipSCAPE CTI to react and perform in the way you wish, you will need to configure both the users and the tickets configurations in the options configuration.

Users

{
    "users": {
        "addNewUser": true,
        "defaultName": "Phone: {{customer_line}}",
        "map": [
            {
                "name": "customer_line",
                "type": "phone",
                "format": "local",
                "path": "interaction.activity.customerCli"
            }
        ]
    },
    ...
}

Tickets

{
    "tickets": {
          "public": false,
          "type": "incident",
          "subject": "{{callType}} call: {{campaign}} ",
          "priority": "urgent",
          "useCallNote": true,
          "closeTicketOnWrap": true,
          "custom_fields": [
              {
                  "InteractionID": "interactionId"
              },
              {
                  "Campaign": "campaign"
              },
              {
                  "ActivityID": "activityId"
              },
              {
                  "Customer ID": "customerId"
              }
          ],
          "map": [
              {
                  "name": "interactionId",
                  "type": "number",
                  "path": "interaction.agentInteractionId"
              },
              {
                  "name": "activityId",
                  "type": "number",
                  "path": "interaction.activity.activityId"
              },
              {
                  "name": "campaign",
                  "type": "string",
                  "path": "interaction.campaign.title"
              },
              {
                  "name": "callType",
                  "type": "string",
                  "path": "interaction.interactionType"
              },
              {
                  "name": "customerId",
                  "type": "string",
                  "path": "interaction.activity.ivrData.key=digits[value]"
              }
          ]
      }
  },
    ...
}

Screen Pop

Screen pop can be set by call sub-type or a default * required. The subtypes are: manual , inbound, preview, outbound, default

• {
    "screenPop": {
      "default": {
        "map": [
          {
            "name": "phone",
            "type": "phone",
            "format": "local"
            "map": "interaction.activity.customerCli"
          }
        ]
      },
      "rules": [
        {
          "callType": [
            "preview"
          ],
          "searchOnly": true,
          "map": [
            {
                "name": "customerKey",
                "type": "string",
                "path": "interaction.leadData.customData.key=customer_key[value]"
            },
            {
                "name": "phone1",
                "type": "phone",
                "format": "local",
                "path": "interaction.leadData.phones.index=1[phone]"
            }
          ]
        }
      ]
    }
  }
  
  

The default map provides the fallback behaviour for all calls provided there is no matching rule for the given callType. In the example provided we are creating a parameter phone of type phone which will search through the IpSCAPE call data for the parameter named customerCli found at the path interaction => activity => customerCli The phone number will then be used in our search params with the specified formatting, in this case as a local phone number.

Phone numbers can be formatted as:

• local - (02) 8999-9999

• national - 0289999999

• international - +61 2-8999-9999

• E164phone - +61289999999