08-14-2009 08:31 AM
Has anyone done integration like this before? We want the call center to find a contact based on the inbound phone number? I can do the integration myself but would prefer to purchase an existing integration if it exists.
We've had Cisco Call Manager Express running in our call center for a couple of years and we now want to get more in depth with the integration. The version we bough supports both data dips(pulling data into the phone system from a DB) and screen pops(sending phone data to a client application). The biggest impact for us would be using screen pops to send the phone number to SLX. My understanding is that the Cisco call center manager can be setup to find SLX and send it a series of emulated keyboard presses. Typically they pick a <ctrl> sequence like "<ctrl>J", followed by data and then end with a <return>
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08-14-2009 12:30 PM
Your best bet is a 3rd party add-on for "screen pops".
Dialing out is an SLx OOTB scenario
08-19-2009 08:58 AM
08-20-2009 07:06 AM
Were you thinking of vendors like Skype or Vonage?
Skype has an "sdk" to enable this.. and we built a Vonage dialing setup using their "click2call" api.
08-20-2009 11:42 AM
Nope, I was thinking of the native Cisco IP telephony platform or , for that matter, any SIP or or other propriatary IP voice paltform (for example the Xlite SIP softphone)
08-20-2009 02:21 PM
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