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.

Setting name	Value
API Key	Please contact ipSCAPE Support to obtain the API key for your environment
Width	250
Height	450
Settings	Settings are to be configured based on the forms and fields existing in Zendesk. See an example below: CODE { "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" } } },
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