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Status Future consideration
Workspace Control Desk
Created by Guest
Created on Jul 16, 2020

CTI Integration for IBM Control Desk

In earlier IBM Control Desk releases there was a CTI integration with Genesys and potentially also with CISCO. The corresponding CTI plugin is still deployed together with the optional content for ICD.
Nevertheless the Genesys SDK that is required to run it is not supported any more, the plugin still uses a Java browser plugin - which probably would not work in most cases - and there is no documentation and product support available.

CTI integration is an essential part of a Service Desk tool and we still should provide a modern CTI integration as part of our product with continuous support.

Idea Priority High
Use Case
IBM Control Desk supports integration with an ACD solution with automatic opening of the ticket (CTI) and take over of the call data including automatic categorization based on category chosen from ACD. Additional giving the possibility to direct contact the end-user using the integration (outbound) and to log the communication. IBM Control Desk allows when connected with Automatic Call Distribution (ACD) that by handover of telephone calls to other support staff (Cold / Hot Transfer) the corresponding ticket will be assigned, opened and signalized to the new staff member.
RFE ID 144005
RFE Product IBM Control Desk