How to use the new CTI method

To create or edit a record (for example, create a new interaction) with the new method, a system administrator must configure the CTI application by adding the following functions to the telephony call VBA script:

Public Sub SendSystemEvent(params, browser)
    
    baseUrl = "http://smwebtierhost:8080/sm/telephony.html?SystemEvent="
    url = baseUrl & params
    Set ScriptEngine = CreateObject("scriptcontrol")
    ScriptEngine.Language = "JScript"
    url = ScriptEngine.Run("encodeURI", url)
    If browser = "chrome" Then
        OpenChrome (url)
    Else
        If browser = "firefox" Then
            OpenFirefox (url)
        Else
            OpenIE (url)
        End If
    End If
    'MsgBox "Creates an Interaction"
Exit Sub
error_handler:
    Debug.Print Err.Description
End Sub

Public Function OpenIE(url)
    Set IE = CreateObject("InternetExplorer.Application")
    IE.Visible = True
    IE.Navigate (url)

End Function

Public Function OpenChrome(url)
    Shell ("C:\Program Files (x86)\Google\Chrome\Application\chrome.exe" & " " & url)
End Function

Public Function OpenFirefox(url)
    Shell ("C:\Program Files (x86)\Mozilla Firefox\firefox.exe" & " " & url)

End Function

Sub ReceiveInteraction()
    params = """ReceiveInteraction"",""Caller Name"",""AGENT, SERVICEDESK"",""Category Type"",""incident"""
    Call SendSystemEvent(params, "chrome")
End Sub

Where you need to configure the following parameter values:

• Update the baseUrl parameter to http://<your web tier host>:<port>/<web tier name>.

  Example: http://smwebtierhost:8080/webtier-9.52

• At the end of the script above, ReceiveInteraction represents the out-of-box system event with the same name. You can replace this part with another system event and its parameters. For example, you can replace it with any of the following out-of-box system events:

  Sub ReceiveInteractionList()
      params = """ReceiveInteractionList"",""Caller Name"",""CAFFREY, AARON"",""Open Value"",""Assign"""
      Call SendSystemEvent(params, "chrome")
  End Sub
  
  
  Sub ReceiveInteractionStreamlined()
      params = """ReceiveInteractionStreamlined"",""Caller Name"",""CAFFREY, AARON"",""Category Type"",""incident"""
      Call SendSystemEvent(params, "chrome")
  End Sub
  
  Sub EditInteraction()
      params = """EditInteraction"",""Number"",""SD10002"""
      Call SendSystemEvent(params, "chrome")
  End Sub
  
  Sub ReceiveIncident()
      params = """ReceiveIncident"",""Caller Name"",""CAFFREY, AARON"""
      Call SendSystemEvent(params, "chrome")
  End Sub
  
  Sub EditIncident()
      params = """EditIncident"",""Number"",""IM10002"""
      Call SendSystemEvent(params, "chrome")
  End Sub

  In addition to the parameters defined in the system event script, you also need to specify a browser to send the system event: specify "chrome" for Chrome, "firefox" for Firefox, or "ie" for Internet Explorer.

• For Internet Explorer, you do not need to specify the browser installation path. If using Chrome or Firefox, you need to update the browser installation path to your own in the OpenChrome(url) function or the OpenFirefox(url) function, repectively.

  Note This configuration requires that all telephony web clients use the same browser and the same browser installation path. If this is not the case, you need to configure the CTI application to allow each user to specify their specific browser and browser installation path.

The new CTI method also enables the CTI application to execute the Transact capability, which performs the action of a toolbar button or More menu option on a record detail form, such as an Interaction or Incident record detail form.

To do this, call the following sub function:

Sub ButtonTransferCallFromCTI()
    params = """Transact"",""3"""
    Call SendSystemEvent(params, "chrome")
End Sub

Where:

• The Transact parameter value ("3" in the example above) represents the option ID of a button or menu option. You need to replace it with the option ID of your desired toolbar button or More menu option. For example, on the Interaction form, the Back button has an option ID of "3".

  Note This function is supported for all modules, not only the Interaction module. Additionally, multi-level menu options are supported.

• The parameter value of "chrome" represents the browser that the web client is using. Change it to "ie" or "firefox" if Internet Explorer or Firefox is used.

How to determine the option ID of a button or menu option

Each option ID is defined either in the corresponding Display Screen record or in the corresponding Process Designer workflow (the Actions tab). The following are two examples.

The following figure shows that the option ID of the Back button is defined in the sd.new Display Screen record.

The following figure shows that the option ID of the Escalate button is defined in the ServiceDesk workflow.