UCCX 8.5 CTI integration with CRM

rehan_uet · ‎12-12-2012

Is CTI integration possible in UCCX 8.5 with a CRM having VB on front end and back end database on Fox Pro.

anchoudh · ‎12-12-2012

Hi Rehan,

Computer Telephony Integration:

Cisco Unified Contact Center Express can integrate with any CRM or other application that can run on the agent's Microsoft Windows desktop. Integration is achieved by using a powerful real-time programmable CTI workflow engine that invokes keystroke-macro emulation to automate the transfer of caller-entered information, or performing an external application action. Cisco Unified Contact Center Express provides powerful integration tools through support for custom Java classes and methods that can be invoked under real-time workflow control. These features facilitate the integration of Cisco Agent Desktop with other Windows and web-based applications with minimal software development.

In addition, Cisco Unified Contact Center Express Premium allows you to apply HTTP integration to provide integration and a screen pop with browser-based applications such as Salesforce.com running in the Cisco Agent Desktop embedded browser.

Finally, Cisco Unified Contact Center Express third-party CTI protocol provides for deep integration with ACD and IVR subsystems for traditional custom CTI integrations.

Reference:

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-629807.html

Hope this helps.

Anand

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rehan_uet · ‎12-12-2012

Anand,

Thanks for your response, the CRM application is not web based. It is built in VB with backend database of FoxPro and a client application is installed on desktop to access it.

I there any integrated tool available in UCCX which can help us to achieve this CTI integration or if you could refer a document which can help us for such integration. Actually we have to pop up the customer information based on the CLI (Calling party number) and this information is available in CRM and as per vendor of the CRM it supports TAPI.