How to open Znuny Create Ticket on incoming Phone call / CTI / VoIP

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

On Linux the command will look like this:

/bin/bash -c "/home/tester/bin/ ${}"

We can use a very simple script script to execute the command:


or for windows users

start "" ";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…

Related articles

Znuny – SIP / IP Telephony client Integration

Do you need help with Znuny / OTRS?
We have lot of experiences with OTRS and Znuny and can help you with your issues. Get in touch with us and we will check if and how we can help you.

Leave a Comment

Do you need help with Znuny / OTRS?​

We have lot of experiences with OTRS and Znuny.
We can help you with your issues to solve them.

From giving you support up to implementing integrations to your existing systems.

Get in touch with us and we will check if and how we can help you.​

Get OTRS/Znuny/OTOBO Support
Step 1 of 2
To get a quick and efficient clearance of your needs, our experts will call you.
We communicate in English.
Maybe we can communicate in your native language too. So please let us know your native written and spoken language.

Your environment

We have different partners for different tasks and company sizes.
To assign you the right partner and thus the proper system engineers, we would like to ask you for more details about your environment.
The more details we get the quicker we can narrow down to the right persons.