CTI + Tagged Route + TAPI

[ToxicMyst]

We are trying to create and idiot proof screen popping solution, but I seem to be stonewalled.

I have found just the kind of output I want to see using IdentaPop Pro

http://www.identafone.com/cidpop.html

Problem is it will only use tapi and I want to be able to pop details from the incoming call route tag. I know that I will need the Avaya CTI link add on allow all CTI data to be passed from the switch, question is can I get it passed into something like IdentaPop Pro using somekind of link to TAPI?

Hope you can help.

Thanks.

 

[IPOfficeIreland]

any simple vb or c+ program can utilise the tapi driver (free one) and read the incoming digits. If you are developing your own application then this is all possible. What exactly are you trying to achieve?

 

[ToxicMyst]

Thanks for the response.

We provide a white label service to a large number of clients. I want to make sure that our agents answer the calls with the correct salutation. This salutation is tagged on the incoming call route and displayed on the phones. Sometimes they don't read the salutation correctly and fluff it, mainly when the client makes a call to test them out!!! I want to make sure that any area of confusion is removed by displaying the salutation in big letters on the screen in a similar way that IdentaPop Pro can.

 

[intrigrant]

Use voicemail for the welcome announcement after that the agent only have to say "how can i help you?", hard to make any mistake then

 

[IPOfficeIreland]

don't know if TAPI shows the Tag for ICR but I think you are looking at it wrong. What you could do is write a program which reads the Hunt Group Number coming in (which works after user selects option 1,2, etc in AA)from the tapi. CIS_CALLEDIDNUMBER is the tapi part you will be looking at. The program could whatever info you want based on this.

E.g ICR to Hunt Group ABCltd #555. when any call is presented to this HG, all members TAPI (Free 1) are sent the digits 555 and the application Pops on screen with the Name ABC ltd and what to say...

We are developing a simple application which does exactly this and will be ready in the next 1-2 weeks if you are interested.

 

[ToxicMyst]

Just a quick update. I have secured the resources at Identafone to create a customisation of their identapop app. They are quite happy to add features to their software, for a fee, but you get what you pay for.