Integration with BCM400, BCM50...What options exist?

[VoiceOfJoe]

We run a custom web application (hosted by 3rd party) for our operational application. The remote environment is a cluster of load balanced web server and back-end SQL database. The front-end is basically IE7 running on Windows XP SP3 desktops. Today we have a mixture of M7310 and T7316E phones in our call center. We need to have some custom integration done to place a button on the contacts screen of this web application, so when pressed will auto-initiate a phone call for our customer service agents. I want to find out the components we'll need to accomplish this; what options exist and understand the application process. Has anyone done something like this? We may need some middleware? added hardware? BCM450 upgrade?
Are there any developers on this forum that can provide some advice and direction. We not looking to oursource the work, it will be done by the application vendor's programmers. Just looking for ideas and direction.

Thanks in advance,
VOJ

 

[dwpoole]

I would recommend checking out the Multimedia Contact Center. It is a keycoded feature for the BCM that provides this type of integration. I can not answer any specific questions on it. You should be able to pull documentation on it from the BCM.

 

[VoiceOfJoe]

I will take a look at the MCC documentation.

Thanks,
VOJ

 

[VoiceOfJoe]

Below is text from our main BCM400 web page under Administration Application under Multimedia Contact Center:

With Multimedia Contact Center callers can click a voice button HTML icon and connect to a Contact Center. Callers and Multimedia Contact Center agents can have multimedia calls that include:

speaking over a PSTN voice connection
text chatting
exchanging and viewing web pages
viewing screen captures sent by an agent
To use Multimedia Contact Center you must enable the Multimedia Contact Center Software Authorization Code.

Installing Multimedia Contact Center on an agent's computer:

---------------------------

Looks like this is designed for inbound connections thru a html "button" on a web page for connection into our call center. We are looking for something for like this but from the perspective of an outbound call. Our "internal web application" will have a button. When we click on the button, it auto-dials thru the BCM the Customer's number.

Can it to this? I'll continue to investigate MCC further.
Thanks for the response. VOJ

 

[bluemr2]

I have integrated the bcm with an exchange server, so employees can dial out through outlook. It's a TAPI application. You will need LAN/CTE clients in the bcm for this. Is this what you are trying to do?

 

[VoiceOfJoe]

Close, but not exactly. The contact information for customers is stored within a 3rd party vendor application. It's our operational software our call center agents utilize. It's hosted off-site. Agents only use a web browser to access. Need a button on their web page (asp code from what understand) that can interact with local PC running windows XP and initiate an outgoing call for the agent to that customer from our BCM400 running 4.0 software.

 

[VoiceOfJoe]

We are looking at the possibility of joining the Nortel Developers Program to gain access to the BCM LAN/CTE API and toolkit. I notice in the Developer's Interfaces Overview reference to BCM API's for BCM200, BCM450 and BCM50, but NOT the BCM400? Can someone explain this.
It's found under the section LAN CTE (Includes BCM TAPI Interface).