Iam going to use microsoft crm..and what I eventually want to do is to have the caller(customer) information to be pulled out of crm and displayed on the agent desktop when he receives a call from a existing customer..if its a new customer then a new crm page to be opened..
As far as your question goes, you would be having ODBC connection to the CRM database and you need to capture CLI in some variable and then query the database based on that variable and get all the relavant information about caller and then using Enterprise parameters you can pop that information on the CAD.
I am not able to locate the document in my repository which talks about configuration of Popping up data on CAD.
The CRS script simply loads data into "Enterprise Variables" - the payload that is attached to the call as it progresses through the system.
It is CAD that does the screen-pop through a mechanism called "Workflow". The Desktop Administrator enables you to define what actions to take (key stroke macros, launch, HTTP trigger) on given telephony events (ringing, answered, dropped) and what aforementioned Enterprise Variables should be passed.
Please see the attached document & test script. We have done popping up CAD at customer sites, however i can't share the scripts with you as its matter of confidentiality with the customer and i have some trouble with CRS Script editor its dies when i login anonymosly, else i would have take that part out from live script and would share that with you.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...