In Unified Service Desk, there is an action to invoke a CTI call.
The parameters are:
| Parameter | Description |
|---|---|
| type | This is the type of CTI event, such as phone call or chat. |
| appname | The desktop manager name to be used for this pop-up simulation. |
| ani | The automatic number identification (ANI) or callers phone number. |
| dnis | The DNIS or dialed number. |
| All remaining parameters will be passed as parameters to the CTI event processor. |
To simulate this, we can run this from the USD Debugger.
Select:
Hosted control = CRM Global Manager
Action – InvokeCTI
Data:
type=phonecall
appname=CTI Manager
ani=1112223344
dnis=2221112222
Running this, we can see the ScreenPopRequest is invoked:
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