Nortel and CTI?

[KenVegas]

We are looking at integrating our Call center with Symposium and our applications. Mostly we want to do screen-pops of our web-based apps, but want to see what other functionality we might find useful.

Anyone have a good experience with a CTI product, suite, etc?

Thanks,

Ken

 

[ekals2000]

Hi!!

U have the following options

1) If the applications are browser based, then the best bet is go with Symposium Agent Desktop. It has a very flexible scripting based CTI and uses TAPI 3.0 SP of Nortel to integrate to SCCS.

2) If u have thick client and non-browser apps, it depends upon the level of sophistication u need. U can use the TAPI SP of Nortel to publish API's which can be embeddded into your applications, OR u can use Intel Netmerge (CT Connect) or if with deep pockets can look at Genesys T-Server.

We have implemented all combinations across our Locations.

Pls. revert if u need more info.