Web client Computer Telephony Integration (CTI)

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1 Web client Computer Telephony Integration (CTI) As of ServiceCenter 6.2 the Web client can support connections from Computer Telephony Integration (CTI) applications. The Web client CTI implementation uses the ServiceCenter Event Services application to open or update records. Web browser requirements for CTI In order to use CTI with the Web client, the following settings and options must be enabled: Enable Cookies Enable Java Enable JavaScript Enable pop-ups. You can add the ServiceCenter server URL to the pop-up exception list. Preparing a Web client for CTI To run CTI on a Web client you must complete the following steps: Step 1 Install a compatible Java Runtime Enironment (JRE). See Installing a compatible JDK on page 108. Step 2 Install the CTI applet. See Installing the CTI applet on page 109. Installing a compatible JDK You must install a Java Runtime Environment (JRE) on each Web client system to run the CTI applet. See your Web browser documentation to determine a compatible JRE version. OS Windows XP Other operating systems Java component to install One of the following: Microsoft Java Virtual Machine (JVM) plug-in Sun's Java Runtime Environment (JRE) or later Sun's Java Runtime Environment (JRE) or later 108 Web Tier Installation

2 Installation Guide The following instructions are for installing Sun's J2SE JRE, which you can use with Internet Explorer or Mozilla. To install Sun's J2SE JRE 1 Go to Sun s java Web site: 2 Click the Download J2SE JRE link. 3 Accept the license agreement. 4 Navigate to your operating system (for example, Windows), and download the latest JRE for your operating system. Installing the CTI applet You must perform a one-time installatiom of the CTI applet on each Web client system so the Web client can accept ServiceCenter system events from a CTI application. To install the CTI applet 1 Log on to the Web client system with a local administrator account. Important: The applet installation requires a local administrator account. 2 Close all other ServiceCenter clients and Web browser windows. 3 Open a Web browser and navigate to the telepohony Web tier URL: 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. Web client Computer Telephony Integration (CTI) 109

3 4 If the Web client system has a properly installed JRE, then the Web browser prompts the user to install the CTI applet: 5 Click the appropriate action on your browser to accept the applet (for example, Run or OK). 6 Close and restart the Web browser. Using the telephony Web client The telephony Web client requires a CTI application and configuring the Event Services application within ServiceCenter. Configuring the CTI application In order for the Web client to accept CTI events, an administrator must configure the CTI application to submit proper ServiceCenter events. Accessing CTI from the Web client You can use the following URLs to access the telephony portions of the Web client. 110 Web Tier Installation

4 Installation Guide Note: The telephony applet does not apply to the self-service portions of ServiceCenter. The address for the standard telephony Web client is: The address for the accessible telephony Web client is: This address turns off record list mode and the classic menu, which do not conform to accessibility requirements. 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. Tip: You do not need to specify the communications port in the Web Tier URL if you use the default Web server port (port 80). See you Web server documentation for instructions on setting the communications port. Taking a call with the telephony Web client When an event comes from a CTI application, the telephony Web client prompts the user to save their current work: The user should save their current work and then click Yes to receive the incoming call (or other event). Using the telephony Web client 111

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