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Phone integration (TAPI)


is it possible to extend the scope of JSM to include a telephone system? The following use cases are relevant:

  • Via a Telephony Application Programming Interface (TAPI) integration of the telephone system, known callers are automatically identified and all details of the caller including all devices, applications and services assigned to him are already made available to the service employee during the telephone call.
  • The service agent immediately receives access to the caller's previous processing history of all operations. Service agents can initiate outgoing calls directly from the service desk.

Has anyone already had experience with the connection to TAPI?

1 answer

Unfortunately CallCenter Plugin is not available on cloud

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