Java Web application integration with Aspect Phone.

[newBee9]

Hi Gurus,
I am new to Aspect Telephone systems and CTI. I am a java web developer and would like to integrate one of my web application to integrate with Aspect phone. I am looking at the following scenario.
User clicks on a link to call customer.
A sip phone pops up. or the Aspect Phone device rings after connecting to customer
Agent talks to the customer over sip phone or aspect device

Technology that we would like to use is Java.
Could you please help me how to do this.

Thanks.

 

[arznrchrd]

A few ways of doing this. First off, do you have contact server? Do you have uniphi connect?

 

[newBee9]

Guru, Thanks for the response. We have Contact server. If you don't mind could you please explain me various ways of achieving this challenge. I appreciate your time and help.

 

[newBee9]

Thanks Guru. I am not sure of the server yet. But I think they are using CTI so it could be a contact server. Any how could you please explain me various ways of achieving this challenge for the both servers. Thanks a lot. I appreciate your help.

 

[arznrchrd]

Tell me the process that you want to achieve. Who is initiating call, etc? To initiate an outbound call each agent needs to have an instrument and/or virtuall instrument. What do you have in this regards?

 

[newBee9]

We are thinking of below process:
Yes Agents do have a Aspect phone device.
Agent initiates a call by clicking on the customer phone number in a web page.
A sip phone pops up on the agent machine or the Aspect Phone device rings after connecting to the customer.
Agent talks to the customer over sip phone or aspect phone.

I am thinking this way:
When agent clicks the phone link in a web page a request should go to CTI server and makes a call to the requested number and then the agent phone should be conferenced with the customer number.

Thanks a lot for your help.

 

[arznrchrd]

Okay..there are 2 ways to do this:

1) You can use an MPCR (make predictive call request; this requires an answer detect card)
- Essentially, your web app sends a call request to the
contact server; sending phone number, cct, app, etc.
- Once someone picks up you can do whatever you want in
the CCT; send to an agent, etc.

2) On the web app, establish a connection to the contact server for each agent. You would use the virtual instrument ID or physical instrument id depending what you are using. Once you do that you can use the place call method and pass the number you want dialed. The ACD will use your outgoing CCT to dial. To do this you will need to use the Aspect CMI Javabean Development Toolkit; this has the methods, etc to interact your app with the ACD, etc.

 

[newBee9]

Thanks. Since this is a web application we are not sure to which phone the agent logged/connected to. I mean how the CCT would know which agent phone it should connect.
Could you please explain how can we achieve this.

Thanks.

 

[arznrchrd]

Pass the agent id in a variablel with the MPCR request. Then when the call is answered it selects the agent you set in the variable. That is with option 1.

Option 2 probably would work better.

 

[newBee9]

Thanks a lot for your help.

 

[tompinuk]

newBee9, Hi. Just picked up on this thread. What Aspect ACD/switch do you have in place. The responses you are getting relate t an Aspect CallCenter ACD? However, from your postings it appears you may have Aspect UIP?