Components installed with CTI Softphone
Several types of components are installed with CTI Softphone.
Tables installed with CTI Softphone
Tables are added with activation of CTI Softphone.
| Table | Description |
|---|---|
| User CTI Status | Stores the agent's availability status. |
Script includes installed with CTI Softphone
Script includes are added with activation of CTI Softphone.
| Script include | Description |
|---|---|
| CTIAjaxUtility | Ajax class that provides helper functions to set and get user states, get incoming call context, log a call, and queue and dequeue a call. |
Business rules installed with CTI Softphone
Business rules are added with activation of CTI Softphone.
| Business rule | Table | Description |
|---|---|---|
| Route available user for Incident Task | User CTI Status\[user\_cti\_status\] | Demo business rule to dequeue a call based on matching rules whenever an agent becomes available. |