How do I integrate Telephony into Footprints Service Core |
Telephony IntegrationFootPrints Service Core can easily integrate with an existing local or hosted telephony solution. For this integration to occur, the telephony solution must be able to open a web browser on an Agent's PC with a specific URL when the a call is routed to the Agent. A successful integration, upon arrival of the call, automatically open the FootPrints Service Core Create Issue screen with the customer information fields completed, opens the Details screen of an existing issue, or opens the Edit screen of an existing issue. For the customer lookup to take place, the telephony solution must pass a unique identifier to FootPrints Service Core. The following example uses phone number. Create Issues To configure FootPrints Service Core with your telephony solution to create issues containing customer information:
http://your_footPrints_domain_name/MRcgi/MRlogin.pl?DIRECTLOGIN=1&PERFORM_SELECT_CONTACT=1&DOWHAT=REGISTER&Phone=732-555-1112 The last variable in the URL, Phone in this example, is what FootPrints Service Core uses to lookup the contact information in the FootPrints Service Core Address Book. This can be any field or multiple fields in the FootPrints Service Core Address Book. To pass more than one field for Address Book lookup, add each name/value pair, separated by an ampersand (&). FootPrints Service Core only returns the record if all of the fields passed in the URL match. Note The field name passed in the URL can be different than how it appears in FootPrints Service Core, but must match the correct format in the database. For example, Last Name would be Last__bName. For assistance with this, contact BMC Support.
Open to Details Page To configure FootPrints Service Core with your telephony solution to open to the Details Screen:
Open to Edit Screen To configure FootPrints Service Core with your telephony solution to open to the Edit Screen:
Override Default Workspace An alternate workspace other than the agent’s default workspace can be specified by adding “&PROJECTID+the_workspace_number” to any of the above examples: http://your_footPrints_domain_name/MRcgi/MRlogin.pl?DIRECTLOGIN=1&DOWHAT=JUMP_TO_EDIT&MR=issue_number&PROJECTID=workspace_number |