You can configure telephony to identify callers from their phone number and to provide a number of different options on how to handle the call, for example by populating a new incident with the telephony information. The Service Desk components that you can make telephony-aware in this way are query results or processes (for example, New Incident).
You can also make query and process shortcuts telephony aware when you create them.
You can also configure Console components to be telephony-aware by setting the Is telephony aware property to True on the Component Maintenance dialog for a Workspace or Query Results View component. Any shortcuts in Console that are telephony aware are also telephony aware in Web Desk.