06-19-2009 12:53 PM
CTI is an area I'm new to, can anyone tell if they old CTI support script in SalesLogix LAN was ever updated to work with IP Phones?
Also, are there any good CTI products out there that work for both the LAN and the new web client?
I'm aware of QlikTech's Intelli-CTI product, but unsure if that works for the 7.5 webclient.
Any word on these?
06-19-2009 04:31 PM
There's two sides of CTI:
A - Dial
B - Screen "pop"
A - That's easy.... All you need is the "driver" that is supplied by the vendor. It looks like a "soft modem" to the pc. I've also written an interface to Vonage and have one for Skype in the works. The BIG problem gets down to just whickh way do you want to go:
1 - Use what is in the phone/mobile/fax, etc field as the number (I use this)
2 - Use the approach tha the "country codes" will be auto-prepended (that's what the Slx CTI tries to do). Plus there's the Dialing rules of the PC (control pnl settnigs)
B - This is hard(er) - and may not always be useful. You could write something that takes the inbound ANI (or callerID) and looks up the number. Most folks purchase a 3rd party package but you can do this IF you have access to the "API" of the 3rd party IP phone software.
02-08-2010 09:24 AM
02-08-2010 09:52 AM
Not 100% right. There are many tools outside, they use click and call functions, you can mark any number in any website an press e.g. F8 an than you can dial. Cisco has a Click to Call component in his Callmanager, Estos has a click to call implementation for the Microsoft OCS.
For Inbound we are all waiting for Qgate an perhaps next Year at-Data.
If you use a Cisco Callmanager you can also connect the SLX Database via XML ans use Phonenumbers direkt in the Display of the Cisco Phone. Today we also finished the Connection between Voxtrons Agente Callcenter Solution an SLX WEB.
02-08-2010 10:04 AM - edited 02-08-2010 10:06 AM
True.. I've done things like hook into Click2call for Vonage.... and one can also hookup w/skype.
But there's no direct "TAPI" hookup (OOTB) like we have in Windows SalesLogix
For inbound it becomes a matter of:
A - Locate the EntityID that contains matching inbound phone number
B - do a "re-direct" to that EntityID
Of course it sounds simple but is really a complex process.
12-10-2010 03:35 AM
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