Generic CTI

This page describes the generic CTI API scopes and functionalities.

Warning

🚧 Limitations / Notes🚧

• Authentication on this endpoint works fundamentally different compared to the rest of the API.

• API clients do not work with the CTI endpoints unless explicitly stated by the client vendor!

• The CTI endpoints are relevant for PBX systems only.

Features

Here’s a small condensed list of the possibilities this CTI API provides.

Inbound

• Caller log functions for your agents.

• Blocking of CallerIDs during signaling.

Outbound

• Caller log functions for your agents.

• Set outbound caller IDs depending on the caller ID target.

Endpoint

The endpoint can be found in the generic CTI integration and contains a unique token which acts as authentication. Make sure to keep this endpoint URL safe.

Hint

Generic CTI configuration and the correct endpoint can be found in your Zammad integration settings and are documented in our admin documentation.

Please also note the there listed requirements and limitations.

All options that require returns (e.g. blocking, manipulating outgoing caller IDs) rely on configurations within the Zammad CTI integration page.

Events

There are several events in terms of an ongoing call. These actions always come from your PBX system and may be:

• “newCall” event (initiation of a call)

• “hangup” event (call ending)

• “answer” event (aka picking up the phone)

In some situations Zammad may provide a return on your PBX calls (e.g. a reject) if you blocked a specific caller. Zammad will never initiate specific actions with your PBX. Zammad is a passive component in all described cases.