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Use the generic listener adapter in Unified Service Desk | MicrosoftDocs
Understand how the generic listener adapter works as a testing tool for integrating Unified Service Desk with CTI middleware applications.
06/27/2024
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gandhamm
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Use the generic listener adapter in Unified Service Desk

[!INCLUDEpn_unified_service_desk] provides a generic listener adapter that can be used as a testing tool for integrating [!INCLUDEpn_unified_service_desk] with the [!INCLUDEpn_computer_telephony_integration_cti] middleware applications that have the ability to open a URL on the user's computer when a [!INCLUDEpn_cti_acronym] event occurs. The generic listener adapter listens for HTTP request on a known port (5000): http://localhost:5000/

How the generic listener adapter works

The generic listener adapter extracts a query string from the URL, uses the values in the string as parameters to evaluate them as a [!INCLUDEpn_cti_acronym] event, and then raises a [!INCLUDEpn_cti_acronym] screen pop in [!INCLUDEpn_unified_service_desk]. Once the adapter starts listening on the specified port, it waits for the [!INCLUDEpn_cti_acronym] middleware to open a URL such as:

http://localhost:5000/?ani=1234&dnis=4355&type=phonecall&customerid=49383433

In the example URL, the query string is split out and passed to the Global Manager hosted control in [!INCLUDEpn_unified_service_desk] as the following parameters.

Parameter Description Values in the example URL
ANI Stands for automatic number identification. This is the phone number of the incoming call. ani=1234
DNIS Stands for dialed number identification service. This is the phone number that the customer called. dnis=4355
Type This is corresponding to the Initiating Activity information in your window navigation rule to route the call, and take appropriate actions. Common values include phonecall and chat. [!INCLUDEproc_more_information] CTI search type=phonecall
Key=value pairs A collection of key-value pairs that enables the Global Manager hosted control to raise a CTILookUpRequest to search the customer record. customerid=49383433

For [!INCLUDEpn_cti_acronym] searches, each of these parameters may be used as replacement parameters. Once a session starts, these parameters can be accessed with the cti prefix such as:

[[cti.ani]]

To view a walkthrough that demonstrates the usage of the generic listener adapter for handling [!INCLUDEpn_cti_acronym] events, see Walkthrough: Use generic listener adapter for CTI events.

Configure the CTI Desktop Manager hosted control for generic listener adapter

When using the generic listener adapter, you only have to configure the CTI Desktop Manager component; the [!INCLUDEpn_cti_acronym] connector and the [!INCLUDEpn_cti_acronym] control aren’t required. The CTI Desktop Manager hosted control should be configured to be placed on a HiddenPanel, and the following standard values apply for the generic listener adapter in the hosted control configuration page in [!INCLUDEpn_unified_service_desk]:

Change the port of generic listener

By default, the generic listener adapter listens for HTTP request on port 5000: http://localhost:5000/.

You can use the Options setting in [!INCLUDEpn_unified_service_desk] to define a different port for the generic listener, if required. To do so:

  1. Sign in to Unified Service Desk Administrator.

  2. Select Options under Advanced Settings.

  3. Select New to add a new option.

  4. Type the following values in the fields:

    Field Value
    Name GenericListener
    Value Specify the new URL for the listener. For example: http://localhost:5001/

  5. Select Save & Close.

See also

Build a custom CTI adapter for Unified Service Desk
Considerations for creating a CTI adapter for Unified Service Desk
UII Computer Telephony Integration (CTI) framework

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