Integrating telephony solutions

Integrating with telephony solutions

You can easily integrate BMC FootPrints Service Core with an existing local or hosted telephony solution. The appropriate ticket form opens automatically. Any call to the URL will open the login page if the agent is not already logged in.

For example, for existing tickets, the Details pane or Edit pane opens and, for new tickets, the New ticket form opens with the contact information already linked to the ticket.

Prerequisites

Configure the following in your telephony solution:

  • The solution must be able to open a web browser on an agent's PC using a specific URL (when calls are routed to the agent). 
  • The solution must pass contact information in the URL.

Configure the following in FootPrints Service Core:

  • In the workspace where the tickets will be created:
    • Create a relationship between workspace and address book
    • Add and configure a Contact link control on the appropriate ticket form
  • Address book that you want to use

To configure a telephony solution to create tickets

  1. Configure your telephony solution to open a web browser on the appropriate agent's PC using the following URL: http://<your_footPrints_domain_name>/application.html#runtimecontainer/createticket/workspace/<workspace_id>?<Phone>=732-555-1112 Where:
    • your_footPrints_domain_name is the Base URL of the application, as configured in the System Settings > Server Configuration screen.
    • workspace_id is the internal ID of the workspace where the ticket will be created. The ID can be obtained from URL when creating new ticket on the Home tab of the application (Click Actions > New > <Workspace/Ticket>).
      Example: In the following URL, "10739" is the workspace_id: http://server_name:8080/footprints/servicedesk/application.html#runtimecontainer/create/workspace/10739/)
    • Phone is used by FootPrints Service Core to look up the contact information. This can be one or multiple fields in the address book. The field name passed in the URL must be the same as the field name configured in FootPrints Service Core.
  2. To pass more than one field for contact lookup, add each name/value pair to the end of the URL, separating the fields with ampersands (&).For example, ?Phone=732-555-1112&First Name=John&Last Name=Smith.  Search only returns the record if all of the fields passed in the URL match the contact record.

To configure a telephony solution to open the Details pane of a ticket

Configure your telephony solution to open a web browser on the appropriate Agent's PC using the following URL: http://<your_footPrints_domain_name>/application.html#runtimecontainer/view/workspace/<workspace_id>/<ticket_id> Where:

To configure a telephony solution to open the Edit pane of a ticket

Configure your telephony solution to open a web browser on the appropriate Agent's PC using the following URL: http://<your_footPrints_domain_name>/application.html#runtimecontainer/edit/workspace/<workspace_id>/<ticket_id> Where:

Related topics

Configuring forms

Configuring relationships

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