## Working with Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI) is an interface between a telephone system and the JD Edwards EnterpriseOne Case Management programs. Using CTI, a computer can accept incoming cases and route them to the appropriate device or person.

This chapter discusses how to:

- Set up CTI properties.

- Use CTI.

Note. Complete the steps in this chapter only if you are using CTI. If you are using Multichannel Interaction Manager to route and manage calls, see the Multichannel Interaction Manager Guide.

### Setting Up CTI Properties

This section provides an overview of CTI properties and discusses how to set up CTI properties.

#### Understanding CTI Properties

Set up CTI properties to connect the system applications to the telephony driver. The properties enable you to recreate a keypad for telephone functions.

#### Form Used to Set Up CTI Properties

Form Name | FormID | Navigation | Usage
CTI Property Revisions | W00094PB | Case Setup (G90CG), CTI Properties Click Add on the Work With CTI Properties form. | Set up CTI properties.

#### Setting Up CTI Properties

Access the CTI Properties Revisions form.

Address Number | Enter the address number that you want to direct to the agent.
Agent ID | Enter the agent ID. This field specifies the agent identifier used to log the agent into the automatic call distributor (ACD).
ACD Number (automatic call distributor) | Enter the number (without a prefix or special characters such as hyphens or periods) that makes up the telephone number for an entity. You can use any applicable telephone number format for a country. This field is used in conjunction with the Prefix field. You enter the first segment of the telephone number, which is called the area code in the U.S. When you search for an address using a phone number, you must enter the number exactly as it is set up in the Address Book, including any special characters.

### Using CTI

This section provides an overview of the use of CTI to access cases and discusses how to use CTI.

#### Understanding the Use of CTI to Access Cases

When you use CTI, you sign on to the telephone system and access cases through the Case Entry program (P90CG501). You can access the CTI interface and the case interface to perform tasks.

Depending on how you have set up the processing options in the Work With Cases program (P17500), the system automatically displays the CTI interface as you access the Case Entry program.

#### Form Used to Use CTI

Form Name | FormID | Navigation | Usage
CTI Interface | W00094B | Daily Support Processing (G90CE01), Case Entry Select CTI from the Form menu. | Use CTI.

#### Using CTI

Access the CTI Interface form. Select the Functions tab.

Log on to the CTI interface and then select the Functions tab to use CTI.