We have a customer that is using the TSP to launch a web application on incoming calls. It uses the caller ID to display customer information, similar to a CRM application. We are going to be implementing UCCX 5.0(2) Enhanced and would like to keep the functionality of the popups via the TSP. However, when a call gets presented to the CAD application, we only get the caller ID of the CTI port initially and not the caller ID of the original caller, so the TSP-based web application tries to do its database lookup based on the CTI port because that is what is initially presented to the agent (and the TSP too), not the caller ID of the original caller. I know that CADLink will get around this issue when using the Microsoft CRM Connector client and UCCX.
Is there a way to use CADLink from the CRM Connector Client, even though we aren't using CRM? Or, is there a way to program the TSP to let the call be answered by the agent in the CAD and have the TSP use the caller ID of the original caller, which would then pop up the web application correctly?
The other option we may try is using macros or launching Internet Explorer as an external app in Desktop Admin that would display the customer info based on caller ID.
Thanks in advance for any info!