{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":7124,"path":"customer-service-management/r_InstalledWithCCTISoftphone.md","title":"Components installed with CTI Softphone","bundle":null,"doc_type":null,"release":"australia","body":"\n# Components installed with CTI Softphone\n\nSeveral types of components are installed with CTI Softphone.\n\n## Tables installed with CTI Softphone\n\nTables are added with activation of CTI Softphone.\n\n|Table|Description|\n|-----|-----------|\n|User CTI Status|Stores the agent's availability status.|\n\n## Script includes installed with CTI Softphone\n\nScript includes are added with activation of CTI Softphone.\n\n|Script include|Description|\n|--------------|-----------|\n|CTIAjaxUtility|Ajax class that provides helper functions to set and get user states, get incoming call context, log a call, and queue and dequeue a call.|\n\n## Business rules installed with CTI Softphone\n\nBusiness rules are added with activation of CTI Softphone.\n\n<table id=\"table_jhr_czw_kt\"><thead><tr><th>\n\nBusiness rule\n\n</th><th>\n\nTable\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nRoute available user for Incident Task\n\n</td><td>\n\nUser CTI Status\\[user\\_cti\\_status\\]\n\n</td><td>\n\nDemo business rule to dequeue a call based on matching rules whenever an agent becomes available.\n\n</td></tr></tbody>\n</table>"}}