I am new to CTI. I am doing a feasibility study to integrate our Contact Centers with our existing Peoplesoft CRM product so that Agents can take calls through Peoplesoft. I believe that we need a CTI middleware, CTI Server and a Adapter/Connector to integrate the Telephony/PBX with Peoplesoft CRM.
Does Cisco provide any CTI middleware/CTI Server product to achieve my goal. Can someone also provide me an approximate cost for the same. I am planning to start integrating a small Call center of 30 agents with Peoplesoft CRM. Based on the Implementation feedback I can think about integrating other Call centers.
I would be grateful if someone can provide me with the necessary information
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...