Solved: Link between CTI Server and CallManager

bilalghayad · ‎04-04-2007

Hi List;

The link between CTI server and the CallManager is done via JTAPI or it should be IP Trunk (as gatekeeeper to gatekeeper using H.323 or SIP and so on)?

Regards

Bilal

lpezj · ‎04-09-2007

Bilal,

If you are planning to deploy IPCC with Avaya or Nortel, there is no problem to use CT Connect as CTI server. In this case you don?t need Enterprise CTI or CTIOS. I have a deployment with ten Avaya Definity and ICM is used for intelligent routing between the ten Avayas and Envox CT Connect is the CTI Server for the agents.

You can not use CT Connect with IPCC and CallManager, for Call Center purpouses, because CT Connect do?sn't provide Contact Center functions: login, logout, ready, etc. With IPCC and CallManager you can only use CTIOS.

For Avaya, Nortel and other OBXs, Envox CT COnnect provides features to login, logout and change agent states. For CallManager only provides telephone functions, nor agent functions.

Juan Luis

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lpezj · ‎04-04-2007

What CTI server are you talking about? If you are talking about ICM/IPCC Enterprise CTI Server the link is made using JTAPI.

Hope this helps,

Juan Luis

bilalghayad · ‎04-09-2007

Dear Juan;

Thanks a lot for your help.

What in case of using Envox CT Connect?

Regards

Bilal

lpezj · ‎04-09-2007

Bilal,

If you are using IPCC Enterprise, you have to use Cisco CTIOS. Envox CT Connect for CallManager only implements 'PBX' fuctionality over CallManager: answer call, hold call, transfer, etc.

Envox CTConnect can be used only with CallManager, not with IPCC Enterprise. With CT Connect, you can program CTI functionality without the needed of any JTAPI knowlodge. There is no integration between CT COnnect and CTIOS by now.

Hope this helps,

Juan Luis

bilalghayad · ‎04-09-2007

Dear Juan;

We need to use Envox CT Connect instead of CTI Server, I do not know why u mentioned CTIOS as I was talking with CTI Server. In case we use CTI Server, always we need with it CTIOS?

What we are looking for it that to use Envox CT Connect in case the call center is not IPCC (but it could be AVAYA, Nortel, ...). This is because we already have application software that is dealing with the Database and is responsible for the call data, we used to use the CTI Client to be embeded in that application. But now we are looking to embede the Envox CT Connect Client with that application, and in that case: the Envox CT Connect will be used to do the communication with the third part call center.

In case of using Envox CT Connect with IPCC and CallManager, so no need for CTI Server and we can use Envox CT Connect instead of it? Please advise. Shall we need CTIOS or Envox can be instead of CTI Server and CTIOS?

Regards

Bilal

lpezj · ‎04-09-2007

Bilal,

If you are planning to deploy IPCC with Avaya or Nortel, there is no problem to use CT Connect as CTI server. In this case you don?t need Enterprise CTI or CTIOS. I have a deployment with ten Avaya Definity and ICM is used for intelligent routing between the ten Avayas and Envox CT Connect is the CTI Server for the agents.

You can not use CT Connect with IPCC and CallManager, for Call Center purpouses, because CT Connect do?sn't provide Contact Center functions: login, logout, ready, etc. With IPCC and CallManager you can only use CTIOS.

For Avaya, Nortel and other OBXs, Envox CT COnnect provides features to login, logout and change agent states. For CallManager only provides telephone functions, nor agent functions.

Juan Luis

bilalghayad · ‎04-18-2007

Dear Juan;

Why do we need the CTI OS if the Agent softphone do registeration on the CTI Server?

Regards

Bilal