Another new field has become available on the Person form. It is the Employee ID field. This field can be found in the ‘Financial Details’ section of the Person form.
When the Employee ID field contains a value, it is also presented when a preview of the person record is opened, e.g. by clicking on someone’s name in a request record.
In 4me Self Service, people can see their own employee number when they go to ‘My Profile’.
Apart from simply adding this new field, 4me’s computer telephony integration (CTI) capabilities have been extended so that support organizations can make use of the Employee ID field when they integrate 4me with their telephony system. They can now program their automatic call distributor (ACD) to collect the employee ID from a caller before handing over the call to the next available agent.
When this agent accepts the call and the ACD passes the employee ID it collected from the caller to the softphone of the agent, the softphone can use 4me’s CTI capabilities to open the Service Desk console in a new browser tab using a simple URL that includes the employee ID. Below is an example of how this URL looks for the VirtualSupport organization:
More information about 4me’s CTI capabilities can be found in the developer documentation.