USD-CTI integration Multiple-Matches implementation

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Posted on by Armghan

I have implemented Unified service desk-CTI integration for single match and no-match scenarios. Now i am looking for multiple-match scenario which display matched items result list.

Although i found a solutions online which using url=/multientityquickfind/multientityquickfind.aspx?sitemappath=Settings%7cSystem_Setting%7cnav_administration&text=[[cti.phone]+] in a Action call.

But here problem is [[cit.phone]+] has always blank/null value in USD debugger. Note that The hosted control of this action call has "CRM page" USD component type.

Any thought on it.

Thanks.

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Unexpected Behavior

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ansrikanth 3,115 on at

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RE: USD-CTI integration Multiple-Matches implementation

It depends upon how your CTI integration is happening. Are you using MS's default CTI Connector? If so, this should work if the Telephony system is sending the number as part of DNIS/ANI. I will cross check the incoming request to USD first. And the next step would be checking the debugger and see what is the cti node populated with. When you said single match is working are you sure you are using the same [[cti.phone]+] ?
Armghan 12 on at

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RE: USD-CTI integration Multiple-Matches implementation

Thanks Henry
Henry J. 5,237 on at

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RE: USD-CTI integration Multiple-Matches implementation

Not sure this issue is specifically related to the Unified Interface.

I'm moving it to Customer Service to get more traction on Unified Service Desk topics.