Telephony Integration

Computer Telephony Integration (CTI) is provided using QGate intelli-CTi as the middleware between Ivanti Service Desk and your telephony switch. Before you can use the telephony features of Service Desk you need to install and configure QGate intelli-CTi on each workstation where you want to use CTI.

You can find out about:

• Overview of telephony integration
• Setting up and starting the telephony application
• Making a phone call
• Configuring incoming telephony
• Making queries telephony-aware
• Identifying people from incoming calls
• Handling incoming calls
• Reporting on telephony statistics
• Telephony integration on Citrix

For information about setting up QGate intelli-CTi, refer to the documentation provided with it.