General description

The integration will be visually available in Freshdesk as a Freshdesk CTI-app. The app communicates with Freshdesk as well as with the Broadsoft platform and as such enables the user full control of the telephony from within the Freshdesk user interface..

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Location of the app

The call control app is available in Freshdesk from the CTI Softphone iframe. As shown in the screenshot above this will be at the bottom right corner of the Freshdesk portal.

Supported Actions

The following actions are supported by the Call Control app. Please take note that some functionalities are dependent on the configuration of the underlying telephony platform.

  • Answering a call
  • Ending a call
  • Rejecting a call
  • Putting a call on hold
  • Transferring a call directly
  • Transferring a call after consulting
  • Call manually
  • Calling a Freshdesk customer by using click to dail
  • Choosing an outbound number
  • Searching an agent’s number in the telephone book and calling them.
  • Show the customer card of known customers based on an incoming call.
  • Chang you telephony status to “available”, “not available” etc.
  • After ending a conversation you can select a wrap-up code
  • Update your Broadsoft login information
  • Start and stop recording