CTI framework would enable the user to build and integrate telephone system with Freshservice. The integration would provide softphone framework that can be used to build softphone within Freshservice. A set of basic APIs would facilitate the user to: - Access customer’s ticket history - Take call notes - Create Freshservice ticket from customer calls - Maintain context for the entire conversation in Freshservice.

Please click on the link below so you can be redirected to the solution article with detailed information on the installation process. https://support.freshservice.com/support/solutions/articles/228825-computer-telephony-integration-framework-