CTI Integration

CTI Logo

The CTI integration enables you to greet customers by name and access their tickets with a single click. It also allows you to identify missed calls at a glance, and return calls right from within Zammad. Manufacturers of telephone systems or developers can use this interface to connect their telephone system to Zammad and make their Support even more personal.

Zammad offers phone functionality for users with access to a CTI (computer telephony integration) system (available since version 2.6).

What do I need to get started?

Zammad requires the following information to set up a CTI integration:

  • individual call events (e.g., call incoming/answered/ended)
  • caller ID data

To use the CTI interface, your CTI system must transmit this information (and only this information) to Zammad via HTTP.

Screenshot Zammad CTI Log

What can it do for me?

Inbound calls

  • Caller ID display: View a caller’s customer profile with just one click
  • Intelligent caller ID search: Automatically scans tickets for caller ID data (e.g. in email signatures) if customer account data is missing
  • Caller overview: See a caller’s entire ticket history, or instantly create a new ticket
  • Call log: See all calls at a glance, along with their status (e.g. which ones require a callback?)
  • Agent overview: See who’s currently on a call
  • Selective call blocking
  • Do-not-disturb mode
Screenshot Zammad CTI Integration

Outbound calls

  • Direct dialing: Initiate calls from within Zammad
  • Dynamic caller ID: Set your caller ID based on e.g. the destination country of the call

Find more information in our Admin-Documentation.

💛 This feature was sponsored by Ströer SE & Co. KGaA. 💛

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