Don't forget a true CTI implementation (Cisco ICM, Genesys, Avaya, Nortel) provides a "scratchpad" where the agent can push session data (context/data pointers, etc. of the current CRM state) where the next person automatically is pushed this data when the call arrives.
This scenario is present when a users does useful work in an IVR - the IVR is the first "agent" and pushes all the data to the scratchpad because it doesn't know which agent will get the call. Once distributed by the call routing algorythm, the recipient needs access to the data. This is also pertinent for 1st/2nd/etc tiered queues where the best way to p*ss off the customer is have to repeat everything to the second person. dbc. -- David Cook Quoting Mike Ashton <[EMAIL PROTECTED]>: > Reza, > > There are a lot of ways to do this sort of thing, it really depends > on > the needed functionality. > > On the asterisk side you can do it one of two ways: > - have an app listening via the management port, the advantage of > this is it puts no extra burden/delays in your dial plan. > - have an agi script that sends it to a listening daemon or runs > a > small script, nothing big since it will slow down the dial plan. > > Now depending on how you want to distribute this data : > - to a specific agent > - all computers ( say for a home line, but not really practical > for > a business, unless after hours ) > - a group computers related to a ring group or queue > > Using multicast or having client app polling server or client app is > registered with server script and has port open for server to talk > to. > > And conditions of receiving the data: > - agent must login ( need login:extension association ) > - computer has a specific URL open in a browser, and post data > includes userid or extension > - computer has a listener app installed that will do a pop up, > which > could be triggered by data sent to port or if multicast, specific > triggering data. The app sees the extensions / ring group numbers I'm > interested in responds. > > Data sent: > - just callerid and link to retrieve further data > - all pertinent callerID data extracted from a DB ( either by > sending app or by listening app upon receipt ) > > Further options to thin about are: > - client side app options: > - none > - ability to accept/reject/send to VM from the popup > without > touching phone > - api interface to CRM to add notes to CRM from call > without > actually opening the CRM package. > > That's just my quick ramblings. > > Mike > > Reza - Asterisk Enthusiast wrote: > > Ok fellow enthusiasts... > > > > I need to be steered towards the right direction. We are actively > building an app, that will closely tie in with a CRM. The situation > is quite simple. We need a POP UP ... does not matter whether it is > HTML, AJAX, PHP, JAVA, or your own .exe or VB script. The pop up > will run on windows machines. > > > > The requirement here is to pop up the caller details on my PC, > during an incoming call -- though the caller ID is displayed on my > VOIP Phone. So basically as long as I can write and understand a > simple application that can do this, I can go crazy pulling more > info. > > > > Sure... there are apps out there already that can do this, but the > point here is to understand the process (which I have not yet > investigated) so that future custom apps can be deployed. > > > > If any of you can steer me towards the path to get more info on > this, is greatly appreciated....... and yes... the PBX/VOIP > server used in Asterisk. > > > > Cheers! > > Reza. > > > > > > > > > > > > > > > ------------------------------------------------------------------------ > > > > No virus found in this incoming message. > > Checked by AVG Free Edition. > > Version: 7.5.476 / Virus Database: 269.10.9/907 - Release Date: > 18/07/2007 15:30 > > > > -- > Mike Ashton > > Quality Track Intl > > Ph: 647-722-2092 x 301 > Cell: 416-527-4995 > Fax: 416-352-6043 > > QTI CONFIDENTIAL AND PROPRIETARY INFORMATION > > The contents of this material are confidential and proprietary to > Quality Track International, Inc. > and may not be reproduced, disclosed, distributed or used without the > express permission of an authorized representative of QTI. > Use for any purpose or in any manner other than that expressly > authorized is prohibited. > If you have received this communication in error, please immediately > delete it and all copies, and promptly notify the sender. > > > > --------------------------------------------------------------------- To unsubscribe, e-mail: [EMAIL PROTECTED] For additional commands, e-mail: [EMAIL PROTECTED]
