CTI

[felon]

We are trying to find a solution that would allow us to interface our M1 c61 with our new CRM (Customer Relationship Management - SQL database) package called OnContact.
We have no documentation on best practices or approach and finding info on Nortel site to use CTI or Meridian Link has come up with nothing.
Does anyone have any documentation on CTI or Meridian link services and how it would integrate with a CRM.

Thanks in advance.

 

[NTOldTimer]

My impression of the Nortel LINK interface is that it is not "open access" software. In other words you need a license to interact with the Nortel switch for 3rd party software. So the software company you are dealing with (On Contact) should have developed an interface to handle the data streams from LINK. Anyway, that is the way Genesys does it.

 

[RFWatts]

That is my impression of Nortel's Link Services too. From what I've been told, you have two options: 1. Buy the Nortel solution, or purchase a "middle-ware" product that will basically interpret the Nortel proprietary data and pass the "converted" information to your CTI server.