Setting up and starting the telephony application

Before you can use telephony integration with Service Desk, you need to enable Web Desk for telephony, install the Telephony client on each client computer, and make sure that the Telephony client is set to Web Desk Mode on each client computer.

To enable telephony integration with Web Desk:
  1. In the Ivanti Configuration Center, open the required Instance.
  2. Under Configured Applications, click Edit alongside the Web Access application.
    The Edit Application dialog appears.
  3. Under Configuration parameters, set Telephony enabled to True, then click OK.
    Web Desk is enabled for telephony. You now need to make sure that the Telephony clients are configured to use Web Desk rather than Console.
  4. Install the Telephony client on each client computer where you want to use telephony.

You can install the Telephony client, and set it to Web Desk mode, using One Touch. For more information, see the separate One Touch documentation (English only). Also refer to the Ivanti Service Desk Setup Guide.

  1. On each client computer where you want to use telephony with Web Desk, start and log in to the Telephony client from the Ivanti Service Desk program group.
    The Telephony client icon - Telephony Connected - appears in the system tray. The icon is green when Service Desk is running, and has a red cross alongside it Telephony Disconnected when it is not running.
  2. Right-click the Telephony client icon, then point to Mode and click Web Desk.
    The telephony client is configured to work with Web Desk rather than Console.

The first time that the Telephony client is run on a computer, you may need to enter the Administrator credentials for the client computer. This is so that the Telephony client can register the protocols required to communicate with Web Desk.

If you want to use telephony integration with the Ivanti Console, you need to set the key TelephonyEnabled to true in the console.exe.config file in the LANDesk\Service Desk\Console folder on all of the computers that you want to be able to use telephony with Service Desk. However, we recommend that you use telephony integration with Web Desk.

To start the telephony application:
  1. From the Start menu, start Telephony Client.
    If you are already logged in to Service Desk, the application starts; otherwise you need to log in using your Service Desk account.

The telephony application icon - - appears in the system tray. The icon is green when Service Desk is running, and has a red cross alongside it when it is not running.

The Telephony Status Window appears.

Telephony status dialog

You can redisplay the Telephony Status Window by right-clicking the telephony application icon in the system tray then clicking Show Status Window.