How to integrate CTI application with Zendesk using Talk Partner Edition?

1 Comments

  • Bryan - Community Manager
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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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