How to integrate CTI application with Zendesk using Talk Partner Edition?
We have a requirement to integrate external CTI application with Zendesk. We already have Talk Partner Edition purchased with our Profession Suite plan. I have also gone through the below post https://develop.zendesk.com/hc/en-us/articles/360001804788?page=1#comment_360005058854
Also, understood that we need to build a custom soft phone app with dial pad and need to resize and place in top bar but was unable to understand how can we make inbound call happen. What I need to ask them (CTI owner) for ? (What shall I need from them to integrate with Zendesk? )
What parameter does Zendesk requires to connect with the external CTI?
Can anyone help me to know what are the details required from the external application side, if I want to connect external CTI application like Insta CC (Tata Communication CTI application) to Zendesk?
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Hi Azhar,
All public facing CTI development resources are located here: Talk Partner Edition developer guide
Most of the time, it's the CTI provider who is developing an integration. Because for any particular CTI provider there are so many considerations, the given company knows best how its system's APIs need, how they react, and what they send and receive. This is on top of needing to know about the Zendesk Apps framework (ZAF).
Any external CTI integration is going to use the Talk Partner Edition (TPE) set of APIs. For Zendesk customer who has a CTI integration that relies on TPE, they will need to purchase the TPE add-on to activate that set of APIs.
A CTI provider might call Zendesk Support's REST API Notify functionality to send in particular notifications (say, for an agent to answer a call). ZAF can then listen for these notification events.
Those are the high level details -- I would read through all the documentation above and make sure this is an effort that can meet expectations. Double check, too, with the CTI provider to make sure an integration doesn't already exist. It's definitely a non-trivial and is beyond the scope of this community.
Hope that all at least helps set expectations!
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