Outbound calls

iCasework automatically creates a link when displaying telephone numbers.  Clicking the link will activate the call handling application.  A third party browser extension may be needed for specific call handling systems.

Inbound calls

In certain call handling system, it is possible to call a function – for example a web page – when a call is received.  iCasework supports this functionality by providing a url endpoint.

https://[youriCaseworkAccount].icasework.com/customer?Phone=[phoneNumber] 

If the phone number passed is unique to a single contact, then the contacts details are displayed to the user.  IF the phone number matches more than one contact the user is shown a list of contacts which match.

The contact page the user is taken to, will allow them to view contact details, past and current cases.  New cases can also be created from the contact page.

The user needs to have sufficient access and be logged in (e.g via single sign on) for the contact page to be displayed.