I have pondered a solution to do this as well, without spending a ton of money on 3rd party software and buggy integration. I don't have an easy way to hook up our phones and get TAPI caller info, so I haven't played with this solution. That's not to say that our Toshiba system/phones can't provide caller information to a TAPI station device that works in Windows. For the most part, you would need to load the Windows TAPI control in Accuterm script and hook in to a UV control application. I would implement a customer service control panel in Accurterm GUI and have it monitor for TAPI calls. From there, you can drop out of the GUI panel and auto-launch or chain to specific screen applications based on the caller information. That way, you don't have to mess with your existing code to perform debugging/testing on a single live PC/phone setup. Keep in mind that if you have a call group that doesn't use ACD, then you would need to build manual answer/action logic into the control app. Auto-answer without ACD(automatic call distribution for you non-tele-techs - phones are checked in linear sequence until someone in the extension list is free to take a call) would be bad if 10 computers auto-answered the same call at the same time.
http://www.exceletel.com/products/TeleTools/SamplePrograms/etCallerID/#Downl oad Glen > -----Original Message----- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] Behalf Of John Hester > Sent: Monday, January 09, 2006 6:34 PM > To: U2 Users Discussion List > Subject: [U2] [UV] Callcenter screen pop > > > We're looking into new call center software and trying to determine to > what degree we can integrate incoming call handling with our UV order > entry software. Assuming that we've captured either a phone # via > caller ID or a customer account number by having them key it in, does > anyone know of a way to push this information into a green-screen UV > application? The call center software packages we've looked into a > Windows based, and we use Accuterm to run our UV applications. The only > way I can see this working is if the customer service agent is sitting > at the appropriate order entry prompt in the UV application prior to > answering the phone (which is acceptable), and the data is then sent to > Accuterm (or some other terminal emulator). Has anyone done anything > like this? > > TIA, > John > -- > John Hester > System & Network Administrator > Momentum Group Inc. > (949) 833-8886 x623 > http://memosamples.com > ------- > u2-users mailing list > [email protected] > To unsubscribe please visit http://listserver.u2ug.org/ ------- u2-users mailing list [email protected] To unsubscribe please visit http://listserver.u2ug.org/
