Learn in this article how to configure a SIP Client, in our example the open source JITSI, to open the Znuny Create Phone Ticket dialog with prefilled relevant information about the calling customer for incoming call. This is often referred as Computer Telephony Integration (CTI).
Znuny is the Open Source Service Desk, therefore its integrations with call-center software or corporate IP telephony system should be Znuny’s natural feature. In the previous article – Znuny – SIP / IP Telephony client Integration we discussed the free add-on Znuny4OTRS-CTI which makes it possible. Let’s look at how you can configure JITSI to call Znuny4OTRS-CTI interface.
JITSI / SIP Configuration
JITSI is an audio, video, and chat communicator application written in Java. It supports SIP protocol and therefore can be used to make or receive phone calls. Along with that, it can execute operating system command as a reaction to different call events. Configuration of the event actions is done via Tools > Options > Events.
To enable the program file text field for editing Click on the appropriate cell in the column with a gear sign in the title. Now you can choose the application you want to execute and add JITSI call variables to the command line parameters you want to pass to it. You can use the JITSI variables in the program file text box using the pattern ${variable}. JITSI knows the following SIP call parameters:
- caller.uri
- caller.address
- caller.name
- caller.id
On Linux the command will look like this:
/bin/bash -c "/home/tester/bin/jitsi-incoming-call.sh ${caller.id}"We can use a very simple script jitsi-incoming-call.sh script to execute the command:
#!/bin/bash
/usr/bin/xdg-open https://znuny.local.net/otrs/index.pl?Action=AgentTicketPhoneCTI;CallerID=$1or for windows users
start "" "https://znuny.local.net/otrs/index.pl?Action=AgentTicketPhoneCTI;CallerID=$1"try to use with and without the empty double quotes. The empty double quotes fix in 95% of cases issues with special chars in the URLs…