Zammad CTI and SwyxIT

[clzvegovk]

• Used Zammad version: 5.1.1
• Used Zammad installation type: ( apt install zammad …)
• Operating system: Ubuntu 20.04.4
• Browser + version: Chrome

Good morning guys,

did anyone configured his SwyxIT telephony with the Zammad CTI Endpoint URL?

I really dont know how i should connect the SwyxIT with the Zammad Ticketsystem that i get the Informations in the Telephony inbound rider on the left.

[clzvegovk]

nobody configured zammad cti endpoint with swyx it yet?

[spooy99]

SWYX Ticket Creation via Swyx Web Extension and Zammad API

I just talked to Martin regarding another case and i showed him, how we bring Swyx Calls to Zammad tickets, without the Generic CTI Extension. Altough i made this setup before Zammad 2.6(with generic CTI), so i thought nobody would need it anymore. First of all, im not a Coder… So the code is far from perfect, but it works. You need the Swyx Webextension and a webbrowser window in you swyxit skin. With it you can call Website URLs(in fact IE calls) on certain trigger. You can edit t…

maybe this helps - liked to test it, but didn´t tryed

[spooy99]

Solution: Integrate Swyx IT >= 10.4 in Zammad

To the SwyxIT! > = 10.4 to integrate in zammad will be a dummy user (as this user never logs in no license is required) and a dial rule is needed The following scenarios are implemented Service number is called Event Ring in Zammad Call is put through o Event in Zammad Call is ended o Event in Zammad Call is not accepted and ended o Event in Zammad Dummy user receives as a number the service number so that the choice rule pulls as soon as someone calls the service number. The group / ag…

[awedor]

We use a Netphone Server which is Swyx, currently on version 13.
I don’t know how you organize your hotline so maybe you have to modify things a little bit but here is how we use it:
We have a dummy user for the hotline phone number (doesn’t need a Swyx licence) and in the call routing manager of this user we have a script that forwards the hotline calls to specific groups or the mailbox depending on the time etc. In the Start block of this call routing script we added a script that forwards the call information to Zammad.
I posted my script here

Maybe you have to adjust this for your use case but this should give you a good starting point to see how it works.