How to configure Live Support with CTI

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

If Service Management is integrated with your CTI system, you can configure it so that when your agents receive a telephone call, Service Management automatically displays information about the caller and details about the caller's service and support requests in the Live Support page. You can also configure it to display a specific service or support request.

To integrate Service Management with your CTI system, you must ensure the CTI system provides the appropriate URL so that Service Management can display the appropriate information.

URL format

The format for the URL is:

https://<Service Management server>/saw/cti?field1Name=<field 1 name>&field1Value=<field 1 value>

You can include up to three fields in the URL. For example, with two fields the URL format is:

https://<Service Management server>/saw/cti?field1Name=<field 1 name>&field1Value=<field 1 value>&field2Name=<field 2 name>&field2Value=<field 2 value>

Field	Description
<field name>	The name of the field. You may use any of the following: Any searchable field taken from the person record. The format is user.<field>. For example, user.FirstName and user.LastName. The phone number taken from the person record. The field name is user.phone. If the URL includes user.phone, Service Management tries to match the number of the incoming phone call with the office and mobile phone numbers held in the person records. The request record ID number. The format is request.Id.
<field value>	The value of the field in the record.

Field

Description

The name of the field. You may use any of the following:

Any searchable field taken from the person record. The format is user.<field>. For example, user.FirstName and user.LastName.
The phone number taken from the person record. The field name is user.phone.

If the URL includes user.phone, Service Management tries to match the number of the incoming phone call with the office and mobile phone numbers held in the person records.
The request record ID number. The format is request.Id.

The value of the field in the record.

Example URLs

The following examples assume the suite server is at https://sma.itSMAX.io.

To send a request ID with a value of 10234:

https://sma.itSMAX.io/saw/cti?TENANTID=xxxxx&field1Name=request.Id&field1Value=10234

To send a user name of John Smith:

https://sma.itSMAX.io/saw/cti?TENANTID=xxxxx&field1Name=user.FirstName&field1Value=John&field2Name=user.LastName&field2Value=Smith

To send details of a user whose mobile or office phone number is 729-3599999:

https://sma.itSMAX.io/saw/cti?TENANTID=xxxxx&field1Name=user.phone&field1Value=792-3599999