This function only works on Window-based computers. Computer telephony integration, also called computer–telephone integration or CTI, is technology that allows interactions on a telephone and a computer to be integrated or coordinated. At the moment there is built in integration for the platforms:
•Skype Free version of Skype only works up until Skype version 7.40. Newer versions are built not to allow integration.
•Skype for business (Lync)
•Telavox
For all incoming calls, the Agent is given the choice to create a call log to which a Requester can be connected. The call logs can also be connected to Tickets
The incentive for the function I to keep track on how many calls are handle and the durations of these.