It can be realized in two way:

1. basic CTI integration, by setting the CTI parameter into the queue settings.
2. dynamic CTI integration (for advanced users), that give you more flexibility by setting the CTI params into the variables.

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Basic Basic

BASIC CTI INTEGRATION

How it works

Ms. Emily Brown calls the customer care to get information about her order. 

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where UNIQUEID is the unique call id and CALLDATA is the variable where we saved the order number inserted by the customer.

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Dynamic Dynamic

DYNAMIC CTI INTEGRATION

The advanced CTI dynamic integration, allow you to set the CTI parameters (event, application and parameters) into the variables in order to change dynamically the CTI values for each calls, even into the same queue.

Like the previous example, we suppose to have a Company with 2 different CRM: an old application to use for order number less than 10.000, and a new application to menage the order number greater than 10.000.

In this case, the agent answer to customers from the same Queue so we cannot set the CTI parameter into the queue settings but we need to dynamically change the target URL and parameters according with the order number.

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In the example, the CTI parameters are set as variables 

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1. 1. CTIEVENT (the event on which the integration starts): 
      1. value "1" -> RING
      2. value "2" -> UP
   2. CTIAPPLICATION (on which browser/application the integration is executed): 
      1. value "1" -> Explorer
      2. value "3" -> Windows application
      3. value "5" -> Chrome
   3. CTIPARAMS (the parameters of the application):
      1. for browser applications, for example, you can set: http://mysite.com/myapp.html?param=value
      2. for Windows applications, for example, you can set: myapp.exe value1 value2 ... valueN

The list of CTI parameters to add to the URL is the same of the static CTI integration.

Here is the available params list.