JTAPI access to CCX?

jordi.torne · ‎11-10-2008

Hi everyone,

I've to program the following solution and I'll like to know it will be feasible.

We're setting up a CCX on a CUCM and we need to program the following "feature":

We need an application that should be able to change the state (available, busy, etc) of the agent somehow in base an external event.

We're quite familiar with the JTAPI for the CUCM but we never have used for the Contact Manager. Some other way to do this?

Thanks in advance.

Regards

Jordi

david.macias · ‎11-10-2008

Why exactly would you need to change the state of the agent? Why can't the external event just route the call to other places which are not the agent? Like in case of an emergency it goes to VM. Or after hours, it goes to an answering service through the PSTN?

david

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jordi.torne · ‎11-10-2008

The agents will have other incoming task asynchronously. For instance, a chat-based call center. We need to integrate it with the CCX in such way that when the agent is idle and there is a new chat session starts, the agent's state should be change to busy or not-ready. And when the chat is over, change the agent state back to ready.

Certainly, your solution it may work (removing the user's CTI Port or requeue the call) but it may have undesirable side effects.

Thanks

Jordi