How to process only External Calls

Usually only a call from public network should open "Accept Call" view. Internal calls should be ignored. This chapter defines which workflow has to be modified to correctly recognize an external call based on format of reported calling phone number.

Having logs from testing, a format of the phone number reported by CTI server should be known for:

• external call (international, mobile, other city) to ACD number
• internal call to ACD number
• call from an extension to which a call to ACD can be routed to ACD number (from one ACD agent to other ACD agent)

E.g. Some CTI server can report international number as 0004920849123456, the other can report +4920849123456.

Subworkflow "IPC.AcceptCall.ByCTI.Accept.ForPhoneNumber" called by workflow "IPC.AcceptCall.ByCTI" uses script "processOnlyExternalCalls" to differentiate calls for which "Accept Call" should be opened (or not). By default, all calls are processed. For instance, it allows to use a test button "Test CTI" on web client which reports "999" as a calling phone.

Modify the script to process only desired calls.

Example:

isExternalCall = not phoneNo.startswith("+49208494") and phoneNo.startswith("+")

Another example is in comments on the screenshot below:

Workflow IPC.AcceptCall.ByCTI.Accept.ForPhoneNumber