Note

 

This documentation supports the 20.17.02 version of Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Overview of integrating BMC Remedyforce with CTI adapters

You can integrate BMC Remedyforce with computer-telephony integration (CTI) adapters for Salesforce that are based on Softphone layouts. Before you can start using the CTI adapter, you must configure it for use with BMC Remedyforce. For information about configuring the CTI adapter, see Configuring the CTI adapter in Salesforce.

When you configure a CTI adapter in Salesforce, the adapter passes the phone number of the caller to BMC Remedyforce. This phone number is used in one of the following ways:

  • If the caller is a registered client, but the phone number is not stored in the Phone field of the client record, a new incident record opens on the Remedyforce Console tab in new browser tab. In this case, no field values are prepopulated for the incident record.
  • If a registered client calls for the first time, and the phone number is stored in the Phone field of a client record, a new incident record opens on the Remedyforce Console tab new browser tab. In this case, the Client ID field is prepopulated on the new incident record. If the client is linked to an account, the Account field is also prepopulated.
    If the phone number matches the Phone field of multiple client records, the values of the Client ID and Account fields are taken from the first matching record.
  • If a registered client calls again, and the phone number is stored in the Phone field of a client record, the existing incident record for that client opens on the Remedyforce Console tab new browser tab.
  • If a registered client calls again, and the phone number of the caller matches the phone number in the Client Phone field of multiple incident records, the matching incidents are shown in the list view on the Remedyforce Console tab new browser tab. In this case, all incidents of the client with any status, such as OPENED, IN-PROGRESS, or CLOSED, are shown.
    The list view does not include the incidents that were registered for the client before the Phone field was updated in the client record.

Note

If the Enable and Use the Remedyforce Console check box is selected on the Console settings page, the incident records open on the Remedyforce Console tab. If this check box is not selected, an incident record is shown in the Salesforce page layout.

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