Please provide the following requirements:
- A telephone system that supports webhooks (outbound) (best option are those that allow customizing the calls).
- A unique Call-ID during the call session.
- Call event data (both numbers and direction).
- Your Zammad instance must be reachable for your telephony system.
If you want to learn more on what kind of requests are supported by Zammad and what it expects, please consult our CTI-API documentation.
Hint
Click the button next to the CTI (generic) heading to activate or
deactivate this function.
- Endpoint Settings
Zammad will list your generic CTI endpoint here. It contains a unique token so ensure to keep this URL save.
You'll need this endpoint for your PBX to talk to Zammad, see CTI-API documentation.
- Call Settings
- Inbound
Note
Your telephony system has to support this function. Zammad will send a
rejectresponse which will cause your telephony system to hang up the call.To callers this usually will feel like the line is busy.
- Other Settings
- Caller Log Filter
This function allows you to provide call information based on e.g. queues only to agents that really need the information.
Why? If you have a team for several countries or departments, you don't want to bug your agents from other departments. Leaving these options empty will fallback to showing everything to everyone.
- Destination caller ID or Queue
- This depends on your PBX and usually is either a queue ID, phone number or extension.
- Agents
- Select the agents that are responsible for the group. These agents will then see caller log entries and call notifications fitting to said queue.
