API CTI  – Shuttle 2.4.0 onwards

You can integrate xCALLY Shuttle with any kind of external Web Applications you like (external custom CRM, Ticketing solution, ERP etc…).

The template.js file contains the basic elements to create your Custom CTI Integration through the realtime xCally Shuttle connection, thus providing the possibility to manage and autofill your external applications with the data about the call, like the caller number or the agent who answered the call and more. You can automatically open a CTI form or pop-up, and view the call/ticket/crm data on to the xCALLY Shuttle supervisor Realtime Dashboards.

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Push the event into the Integration Realtime section of the Administrator

These data will populate the following section of xCALLY Realtime:

var pushevent = function(appname, data, reference, url) {
  data.time = new Date();
  socket.emit('RealtimeCTI', {
    type: appname,
    channel: data,
    reference: reference,
    url: url
  });
};

where
appname: name of the Integration
data: object containing information about the call
reference:  CTI creation id
url: the address of the CTI

Example

For each event you can define which action you want the integration to perform.

In this example we associate to the UP event the CTI opening to an Agent, if the call belongs to the Sales Queue.

We also pass to the Agent a custom variable called ordernumber that we have created into the Shuttle -> Settings -> Integrations -> Custom variables section.

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