Use the legacy CTI method

Tip The legacy Computer Telephony Integration (CTI) method is supported only for backward compatibility. The new method, which does not use the CTI applet, is recommended. For more information, see Computer Telephony Integration (CTI) with the Web client and Use the new CTI method.

To support the legacy CTI method, the following requirements must be met:

  • A system administrator configures the CTI application appropriately.
  • Each web client computer system has a Java Run-time Environment (JRE) installed and does a one-time download of the CTI support code.

The following describes how an administrator should configure the CTI application and how each telephony call client user should prepare their client system to take telephony calls.

Configure the CTI application

In order for the Web client to accept CTI events, an administrator must configure the CTI application to submit proper Service Manager events.

To configure the CTI application, follow these steps:

  1. Call Service Manager with a System Event type (ReceiveInteraction) to create an interaction.

    DDEExecute channel, "[SystemEvent(""ReceiveInteraction"", ""Contact Name"", ""Jones, Jerry"")]"
  2. The client receives this as a SystemEvent (this is a database) and finds the record for that type of DDE.
  3. The application us.router calls the program "us.fill.from.event" that looks at the "pmtapi" table for the System Event details.

Prepare the client system to accept telephony calls

Each web client system must have the CTI applet installed to enable the web client to accept Service Manager system events from a CTI application.

To do this, follow these steps:

  1. Enable the following browser settings and options: Cookies, Java, JavaScript, and Pop-ups.

    Note Add the Service Manager server URL to the pop-up exception list.

  2. To run the CTI applet, install the Java Runtime Environment (JRE) on each web client system. See your web browser documentation to determine a compatible JRE version for the web tier Installation. For example, you can follow these steps to install the Oracle J2SE JRE:
    1. Go to the Oracle java downloads web site (
    2. Find the Java Runtime Environment (JRE) section, and click Download.
    3. Accept the license agreement.
    4. Download and install the latest JRE for your operating system.
  3. Download the CTI applet.

    Note This is a one-time download, which is required only the first time you connect using the telephony URL.

    1. Log in to the web client system with a local administrator account.

      Note The applet installation requires that you use a local administrator account.

    2. Close all other Service Manager clients and web browser windows.

  4. In Internet Explorer or Firefox, open the web tier telephony URL:

    • Standard telephony URL: http://<server>:<port>/<webtier-9.50>/
    • Accessible telephony URL: http://<server>:<port>/<webtier-9.50>/ This address turns off record list mode and the classic menu, which do not conform to accessibility requirements.

    Note For <server>, type the name of the web server running the web tier. For <port>, type the communications port number used to connect to the web tier.

  5. Log in to the web client.

    If the web client system has a properly installed JRE, the browser prompts you to install the CTI applet.

  6. Accept the applet.
  7. Close and then restart the web browser.