Screen popping

[andy4uk]

Hi Guys,

I have a customer who uses Pegaus Opera II for their in house CRM system, they are looking to use their CRM system to sreen pop and dial from CRM.

However their IT company says that their CRM system is not tapi compliant, but they can put a dial button on a contact with CRM - they just need the code to do this..... I have asked Mitel for this code and they say I will need to join the software development program to gain this, or use the UC Advance to gain the code.

Their IT company says they have done this before using the Mitel ystem and same type of CRM, and they didn't use either option above.

I'm up against other manufactures, who say they can do this out of the box..... which means the Mitel solution will be well priced out!!!!

Has anyone got any advise as to what the best option may be?

One option is to use the UC Express as the contact screen pop up, and to program this dial button.

Cheers

Andy

 

[slapin]

I didn't get the part about other manufacturers. UC, CRM, PBX?

Screen pop is not trivial as you can think.


User GUI application which interacts with control server or PBX directly. In case of control server, user side application uses any desired protocol including http, soap and etc.
Control application knows how to communicate with PBX

In case of direct comminication with PBX, the client application has to implement full protocol for PBX.

There is no unified interface for every PBX. Each manufacturer brings proprietary API and it is not free in 99% of cases. Nortel, Avaya, Mitel, Cisco have their own ways to do so.

TAPI interface is one of the attempts to unify application side. When proprietary TSP (Telephony Service Provider) will translate TAPI calls into PBX commands.

I assume you are dealing with 3300 ICP. All you need is to join the software development sroup. It will cost you some reasonable fee. In exchange you will receive an SDK with full implementation of MiTAI client and MiAUDIO softphone lib with examples. In your case you will need MiTAI part.

I would stay with client-server model, when CRM clients communicate with control server which does authentication and authorization of clients on one hand and setts up monitors of various obgects inside the PBX and translated commands and events between SRM client and MiTAI.