Incoming Call Popup

Incoming Call Popup

I am testing the CTI integration as it is something I am considering buying, but I have an issue. When a call comes in and you click the 'Log Request' link in the 'Incoming Call' popup it opens up the new request form with the user's information filled out, but it does not set the 'Mode' field to 'Phone Call'; you have to manually switch it. When requests are created through the other methods, email, webform, API, the mode field gets set correctly. I tried removing the field from the template but that didn't work either, it gets set as 'Not Assigned'

Is this how it is supposed to work? Having to set the mode manually to 'phone call' seems to defeat the purpose of having the 'Log Request' button in the popup as it leaves the possibility tickets from phone calls will get classified as some other mode.

I have also just tested the main 'Log a Call' button from within the requests tab. Same issue. Mode is not even a field to fill out in the small popup that comes to log the call, yet the mode doesn't get set as a Phone Call.