Use URI protocols

In addition to the HTTP and FTP protocols, Service Manager web client supports the tel and sip URI (Uniform Resource Identifier) protocols to initiate telephone calls or dialogues. This method does not rely on the browser's ability to support Java applet technology. To use this method, the following requirements must be met:

  • Install a telephony client (such as Microsoft Lync) on your computer to handle and manage the calls or dialogues.
  • Configure RAD expressions in the Service Manager system to trigger telephone calls or dialogues.

Example: How to use the tel URI protocol

The following are example steps to use the tel URI protocol with Microsoft Lync. In this example, you will add a new button to the contacts.g form, associate this button with the updated display option definitions, and then test how the tel URI protocol works.

  1. Click Tailoring > Database Manager.

  2. Type contacts in the Form field, and then press Enter. Service Manager displays a list of forms matching your search criteria.
  3. Double-click contacts to open the contacts.g form.

  4. Click Search. Service Manager displays a list of all contact records.

    Take AARON, JIM as an example. Click the Contact Numbers tab to verify that the Work field has a valid phone number. This value will be used in the later steps.

  5. Click Tailoring > Form Designer.
  6. Type contacts.g in the Form field, and then click Search. Service Manager opens the Contact Information form.
  7. Click Design, and then add a button with the following sample properties:

    Caption Value
    Visible True
    Caption Tel
    Button ID 1111
    Enabled True
  8. Click OK, and then click OK again on the Contact Information form.

  9. Click Tailoring > Tailoring Tools > Display Options.
  10. Type contacts.view in the Screen ID field, and then click Search. Service Manager displays a list of display option definitions matching your search criteria.
  11. Locate an option, and then enter the following information:

    • General information:

      Field Sample value
      Unique ID contacts.view_tel
      Action do nothing
      GUI option

      1111

      Note You must enter the button ID you have assigned to the new button in step 7.

      Default Label Tel
      Condition true
    • Click the Pre Rad Expressions tab, and then add the $L.url="tel:"+contact.phone in $L.file expression.
    • Click the Rad tab, and then enter the following information:

      Field Value
      RAD Applications us.launch.external
      Separate Thread? true
      Values $L.url
  12. See the following screenshots as examples:

  13. Click Add and OK.
  14. Continue to follow step 1 to step 4 and locate the AARON, JIM contact record. Now you can click the Tel button to launch a Skype call with AARON, JIM using the tel URI protocol.

Example: How to use the sip URI protocol

The following are example steps to use the sip URI protocol with Microsoft Lync. In this example, you will add a new button to the contacts.g form, associate this button with the updated display option definitions, and then test how the sip URI protocol works.

  1. Click Tailoring > Database Manager.

  2. Type contacts in the Form field, and then press Enter. Service Manager displays a list of forms matching your search criteria.
  3. Double-click contacts to open the contacts.g form.

  4. Click Search. Service Manager displays a list of all contact records.

    Take AARON, JIM as an example. Click the Business tab to verify that the Email field has a valid email address. This value will be used in the later steps.

  5. Click Tailoring > Form Designer.
  6. Type contacts.g in the Form field, and then click Search. Service Manager opens the Contact Information form.
  7. Click Design, and then add a button with the following sample properties:

    Caption Value
    Visible True
    Caption Tel
    Button ID 1112
    Enabled True
  8. Click OK, and then click OK again on the Contact Information form.

  9. Click Tailoring > Tailoring Tools > Display Options.
  10. Type contacts.view in the Screen ID field, and then click Search. Service Manager displays a list of display option definitions matching your search criteria.
  11. Locate an option, and then enter the following information:

    • General information:

      Field Sample value
      Unique ID contacts.view_sip
      Action do nothing
      GUI option

      1112

      Note You must enter the button ID you have assigned to the new button in step 7.

      Default Label Tel
      Condition true
    • Click the Pre Rad Expressions tab, and then add the $L.url="sip:"+email in $L.file expression.
    • Click the Rad tab, and then enter the following information:

      Field Value
      RAD Applications us.launch.external
      Separate Thread? true
      Values $L.url
  12. See the following screenshots as examples:

  13. Click Add and OK.
  14. Continue to follow step 1 to step 4 and locate the AARON, JIM contact record. Now you can click the Sip button to launch a Skype dialogue with AARON, JIM using the sip URI protocol.