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:
•URI / Command line
•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.