Service Guide CTI Integration for Call Received Event

Idea Lab

When a CTI platform sends the serviceGuideCis:call:received event, CCS receives the caller phone number and associated name/value attributes. CCS uses this information to identify the caller and navigate the agent to the applicable customer context, page, or process flow without a full browser refresh. The Service Guide panel, CTI controls, and active call context remain available during navigation.

The delivered account-search behavior uses the caller phone number or a supplied person identifier to find related accounts. When one account is identified, CCS sets the account context and navigates the agent to the configured Customer Intelligence Hub or Customer 360 destination. When multiple matches are found, the agent is presented with a selection list. When no match is found, CCS follows the existing customer-search workflow.

Utilities configure the feature through the CCS - Service Guide Integration extendable lookup. The lookup provides delivered Account Search Service Script and Context Navigation BPA Script values. Utilities can use the delivered behavior or configure overrides to implement their own account-search and navigation logic.

The Call Context Name Mapping configuration maps CTI attribute names to the corresponding CCS page fields. For example, the external phoneNumber attribute can map to CONTACT_VALUE for Customer 360 search or PHONE_NBR for another destination, and an external account number can map to ACCT_NBR.

In addition to caller identification, CTI platforms can send utility-defined attributes, such as account number, bill ID, call type, customer intent, language preference, customer class, life-support status, emergency indicators, or other IVR-captured values. These attributes are passed to the integration logic. Utilities can use the delivered mapping configuration or custom script and BPA overrides to apply them to lookup, routing, or navigation behavior, such as Account, Payment Arrangement, Start/Stop/Transfer, Outage, Field Activity, or Payment Event processing.

CCS accepts CTI-supplied attributes without filtering, allowing each utility to configure its CTI platform and lookup/navigation behavior for its operating model. Existing CTI integrations can remain in place; adoption of the new Service Guide navigation behavior is configurable.

This feature reduces agent effort and call-handling time by presenting relevant customer context and navigation options when a call is received, while preserving the active CTI and Service Guide session.

Steps to enable and configure

Setup is required to use the CTI integration, because the CTI platform must be integrated to send the Call Received event and attributes.

To enable and configure this feature, complete these steps:

  1. Configure the CTI platform to send the 

    serviceGuideCis:call:received

     event to CCS when an inbound call is received.
  2. Configure the CTI payload to include the caller phone number and, where available, person ID and additional name/value context attributes, such as account number, bill ID, call type, or customer intent.
  3. Configure the Call Received application configuration to use the delivered Account Search service script and Context Navigation BPA script, or provide implementation-specific overrides when different account-search or navigation behavior is required.
  4. Configure any implementation-specific lookup and navigation logic for additional CTI attributes. The delivered account search uses person ID or caller phone number; custom logic can use the additional received attributes.
  5. Ensure affected agents have access to the Customer Intelligence Hub or Customer 360 portal used as the navigation destination.

The CTI event integration itself is customer-specific. The delivered logic handles phone-number or person-ID lookup and Customer 360 navigation; custom scripts are required only for alternate lookup rules or routing based on extra attributes.