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)`

Service Manager9.50

Integrate > Computer Telephony Integration (CTI) with the Web client

Computer Telephony Integration (CTI) with the Web client

The Service Manager web client can be integrated with a Computer Telephony Integration (CTI) application to automate the creation of interactions. To support CTI, the web tier URL must have ?telephonyuser=1 appended.

The web client CTI implementation provides two methods, which use different technologies.

Method	Technology	Supported functions	Supported browsers
Legacy method	Uses a Java applet. For details, see Use the legacy CTI method.	System event	Internet Explorer, and Firefox
New method	Uses native HTML and JavaScript instead of the CTI applet. This method is supported only for Service Manager 9.50 or later, and does not require the installation of any CTI support code the first time users connect using the telephony URL. For details, see Use the new CTI method.	System event Transact	Internet Explorer, Firefox, and Chrome

Method

Technology

Supported functions

Supported browsers

Legacy method

Uses a Java applet.

For details, see Use the legacy CTI method.

System event

Internet Explorer, and Firefox

New method

Uses native HTML and JavaScript instead of the CTI applet. This method is supported only for Service Manager 9.50 or later, and does not require the installation of any CTI support code the first time users connect using the telephony URL.

For details, see Use the new CTI method.

System event
Transact

Internet Explorer, Firefox, and Chrome

Important Although the legacy method is still supported for backward compatibility, HPE strongly recommends using the new method with Service Manager 9.50 or a later version. This is because the legacy method relies on the browser's ability to support Java applet technology and the new method does not.

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