What CTI APP?

[RTMCKEE]

We currenlty have a semi-custom CTI app from Interactive Northwest Inc. (Who by the way I would strongly recommend against). This app is no longer fitting the bill, actually it never really worked with any kind of volume.

I was wondering what everyone else was using?

We currently have the Map-D talking to a windows server running AVAYA CT with this INI screen pop app.

All we want the app to do is pop a URL to IE.

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[mclellan]

Hi RTMCKEE,

We are using the Avaya Interaction Centre (formerly Quintus), although we have had our issues, it is working fairly well for us.

Can you explain what you mean by INI screen pop app? Is this some weird application that keeps polling an INI file to display entries to a user?


Barry

 

[RTMCKEE]

Weird application? yes

But no INI stands for interactive northwest inc. I'm not completely clear on all the interactions since this was a bust before i got here, then the bosses told me to make it work.

But call flows as follows:

Prompt for phone number
adjunct route to CTI
(fuzzy part)
avaya ct hands INI server app the info.
INI server app calls ASP page on another server using xml
asp page sends back a url
INI server app tells INI desk top app to pop XYZ url
call is delivered to agent, screen pops with URL which basically is a url containing the phone number.

If there is something we can add to AVAYA CT to do the ASP query and return the URL to a client screen pop app, thats what we are looking for.

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[nohuhu]

RTMCKEE,

in your case, i'd strongly recommend avaya contact center express. it's small, lightweight, pretty robust and not expensive (don't even think about interaction center, it costs like a jet airplane) and it includes all features you stated here. i tried it in my demo and well, i'm very impressed with it. properly set up, it can scale on a number of agents almost without boundaries, and server side is well scalable too. and, more of it, it's highly customizable but can work with default configuration out-of-box. it is positioned as 'customer installable' and indeed it's easy to install and begin to use this application. i love it.

http://www.avayacontactcenterexpress.com

you can even download it for free and request 30-days trial license for 10 agents. nice, don't you think?

 

[IVRGirly]

I am in need of some serious help! We have an S8700, connected to a Nortel MPS500. The Nortel MPS500 will be sending to the MAP-D a UUI field upon transfer of the call to an agent.

As we are in the middle of installing CCE, and I am new to writing code for CTI pops, I was wondering the best way to take the UUI string, parse bytes 1 - 2 and 3 - 10, if 1 - 2 equals XY, then make a call to an ASP page, input 3 - 10 and send the enter key.

Pretty simple, I am sure, but I honestly do not know where to begin.......Do I use the Configuration Server to set the parameters for each agent and use XML Server to configure the pop? Or should I use the IVR Server with the Rules Plug-ins?

One more thing to mention, I am not really looking to code a softphone for the agent's desktop....maybe just a pop up box that asks if they want to accept the pop and then if they press yes, it pops the ASP page, inputs the phone number (bytes 3 - 10, and sends the enter key).

Any help would be greatly appreciated!

Thank you.