CTI Framework Unify your telephony experience within Freshservice

[Virendra_Singh]

Hi Team,

We are trying to use CTI Framework, which is available in Freshservice. I have configured Click 2 Dial with a callback URL. But unable to get values in placeholder variables.

example payload. Can you please suggest
{
“requester_number”:“{{contact.phone}}”,
“ticket_id”:“{{ticket.id}}”,
“agent_id”:“{{agent.id}}”
}

I have followed this given link.

Computer Telephony Integration(CTI) Framework

[Raviraj (Raviraj Subramanian)]

Hi @Virendra_Singh,

I’m not sure if the shared link is still actively supported. Let me check with the relevant team.
@karthick.babu Can you please confirm?

For the click-to-call feature, are you using the following events method? if not, could you try the same and check if the required data available?

https://developers.freshworks.com/docs/app-sdk/v2.3/freshservice/front-end-apps/events-method/#cti.triggerdialer