Witness Call Monitoring

[lopes1211]

Has anyone setup Witness call monitoring on Definity via CTI? Witness says you just need a MAPD board and ASAI but they really have no other info. I have a quote for a NICE system requiring a MAPD, ASAI, and a whole bunch of software including a lot of CVLAN stuff. The definity stuff to support NICE would be $60K on a 5000 port G3R. The MAPD and ASAI account for only $25K. I'm not comfortable suggesting it costs $60K in definity gear to support NICE but just $25K for Witness. Avaya is involved in the NICE quote totalling $180K for the entire solution so they aren't very interested in helping me engineer the Witness solution. Any ideas?

-Chris

 

[nknook]

Hello Chris,

I have no experience with Witness (there's not much tech info on their website either), but what you must ask them is what kind of CTI protocol they are using. If they really only need a MAPD with only Langateway (ASAI) software, they should be able to "talk" ASAI to Definity.
Otherwise you will need some kind of Telephony Server (or the CVLAN variant on MAPD), to translate the ASAI instructions to some sort of TAPI instructions & vise versa.

They are some 3rd party app's that "talk" ASAI, but not much, so the chance you need a Tel-server is most likely.

Maybe you can ask one of their Integration Partners:

http://www.witness.com/content/partners/techpartners_en.asp

They will undoubtely be able to help you.

Good luck,
Nico

 

[lopes1211]

Thanks Nico,
I'm new to MAPD CTI but they did say a seperate CTI server was not necessary and their server would interface directly to the MAPD. I'll check out the reasources you've indicated.

Thanks,
CL