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Telephony Integration

BMC FootPrints Service Core can easily integrate with an existing local or hosted telephony solution.  For this integration to occur, the telephony solution must be able to open a web browser on an Agent's PC with a specific URL when the a call is routed to the Agent.  A successful integration, upon arrival of the call, automatically open theBMC FootPrints Service Core Create Issue screen with the customer information fields completed, opens the Details screen of an existing issue, or opens the Edit screen of an existing issue.  For the customer lookup to take place, the telephony solution must pass a unique identifier to BMC FootPrints Service Core.  The following example uses phone number.  

Create Issues

To configure BMC FootPrints Service Core with your telephony solution to create issues containing customer information:

1. While logged in as a System Administrator, enable Remember My Password cookies by selecting Administration | System | System Preferences.
2. Configure your telephony solutions to open a web browser on the appropriate Agent's PC with the following URL:

http://your_footPrints_domain_name/MRcgi/MRlogin.pl?DIRECTLOGIN=1&PERFORM_SELECT_CONTACT=1&DOWHAT=REGISTER&Phone=732-555-1112

The last variable in the URL, Phone in this example, is what BMC FootPrints Service Core uses to lookup the contact information in the BMC FootPrints Service Coree Address Book. This can be any field or multiple fields in the BMC FootPrints Service Core Address Book.

To pass more than one field for Address Book lookup, add each name/value pair, separated by an ampersand (&).  BMC FootPrints Service Core only returns the record if all of the fields passed in the URL match.

Note

The field name passed in the URL can be different than how it appears in BMC FootPrints Service Core, but must match the correct format in the database.  For example, Last Name would be Last__bName.  For assistance with this, contact BMC Support.

3. Prior to logging into BMC FootPrints Service Core, each Agent must check the Remember My Password box.  This creates a cookie on the Agent's PC, after which the Agent is no longer prompted for the username and password when logging into BMC FootPrints Service Coree.

Open to Details Page

To configure BMC FootPrints Service Core with your telephony solution to open to the Details Screen:

1. While logged in as a System Administrator, Enable “Remember My Password” Cookies from the System Preferences screen of the System Administration Menu.
2. Configure your telephony solution to open a web browser on the appropriate agents PC with the following URL: http://your_footPrints_domain_name/MRcgi/MRlogin.pl?DOWHAT=JUMPTOTICKET&MR=issue_number&PROJECTID=workspace_number

Open to Edit Screen

To configure BMC FootPrints Service Core with your telephony solution to open to the Edit Screen:

1. While logged in as a System Administrator, Enable “Remember My Password” Cookies from the System Preferences screen of the System Administration Menu.
2. Configure your telephony solution to open a web browser on the appropriate agents PC with the following URL: http://your_footPrints_domain_name/MRcgi/MRlogin.pl?DOWHAT=JUMP_TO_EDIT& MR=issue_number
3. Each agent prior to logging must check the “Remember My Password” box. This will create a cookie on the agent's PC and will no longer prompt the agent to login to BMC FootPrints Service Core.

Override Default Workspace

An alternate workspace other than the agent’s default workspace can be specified by adding “&PROJECTID+the_workspace_number” to any of the above examples:

http://your_footPrints_domain_name/MRcgi/MRlogin.pl?DIRECTLOGIN=1&DOWHAT=JUMP_TO_EDIT&MR=issue_number&PROJECTID=workspace_number