CTI 1

[BIS]

Hi All,

I have been tasked with creating something that, at the moment a call is handed over to an agent, to somehow send

Agent ID
Date/Time
A unique number
VDN

.. to our CRM software. Our software supports web services, so it should be doable for someone well versed in this.

Unfortunately, that someone is not me.

How could we go about making this happen?

 

[dialtonebone]

Get an AES server -- that will send most (all?) of that data and more to wherever you want.

 

[BIS]

Hi randycaroll,

We actually do have an AES (we use it for NICE Perform) and I can easily spare a few tsapi licenses.

What I am not sure of is what to do from here...

Any idea?

 

[dialtonebone]

BIS -- I'm not sure exactly. It will depend on your CRM software and if it has any native "Avaya/AES/CM" support. If not, then you will need to develop your own.

 

[BIS]

I don't think our software (

http://www.vertsol.com/solutions/vcc/)

has native support, although they do support web services natively.

I am trying to figure out how to go about this. Is there an SDK or something available to build such a solution?

 

[lretrievers]

I need to be able to send a call to the internal security department when someone dials 911. We are using '9' for ARS access.

 

[BIS]

Hi there Iretrievers,

Thanks for your contribution, but I fail to see how that would help me build a CTI solution.

 

[janni78]

You can get SDK for a few interfaces on Avaya Devconnect, for TSAPI you need to be a member and buy the SDK.

http://www.devconnectprogram.com/site/global/home/p_home.gsp

"Trying is the first step to failure..." - Homer

 

[janni78]

Seems like VCC has some CTI integration in place looking at their site

APIs
Telephony (CTI) and Unified Communications (UC)

Integration enables an organization to automatically populate a request form with information attained via the customer’s phone system (PBX and ACD). As technology moves forward quickly the ability to manage multi channel communication such as phone, chat, fax, and email can enhance your customer’s experience. Vertical Solutions, Inc continues to leverage providers such as Cisco®, Avaya®, Aspect®, InContact®, Shoretel®, Interactive Intelligence® and others to maximize value.

"Trying is the first step to failure..." - Homer

 

[BIS]

Hi janni78,

Thanks for that. Do you have any experience with the SDKs? Would it be easy for a non programmer to use (like Orchestration designer) or does one need some programming knowledge like C++ or whatever?

 

[janni78]

It would require knowledge of C++, C# or Java to use the SDKs, but check with Vertsol since they mention Avaya on their site they might already done what you're looking for.

"Trying is the first step to failure..." - Homer

 

[BIS]

Cheers - thanks for your help. Have a star