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Community Member

CRS 3.0/3.1 Integration with 3rd Party software for PopUps

Hi,

I know this is integration specific. But is there any documentation explaining how can integrate the CRS 3.0/3.1 with an existing client application for agents to receive the call and also a popup screen with the necessary information.

TIA,

-Jose

5 REPLIES
Blue

Re: CRS 3.0/3.1 Integration with 3rd Party software for PopUps

Unfortuantely for IPCC Express the the Cisco Agent Desktop's source isn't accessible so it makes it difficult. If you need to do any CRM integration I would suggest going with IPCC ENterprise and CTIos or else use the Enterprise Data for screen pops.

Bronze

Re: CRS 3.0/3.1 Integration with 3rd Party software for PopUps

Hi Jose,

The third party application can be launched using Macro Action or Launch External Application Action.

Take a look at the section Desktop Configuration->WorkFlow->Launch External Application Action

from the following URL to Launch External Application

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/adguide.pdf

Regards

Venkat

Community Member

Re: CRS 3.0/3.1 Integration with 3rd Party software for PopUps

Thanks Venkat.

For example if I would like to prompt a user for certain information and then go to a database and extract all the user information in a popup to an available agent using exactly the same application they use right now.. Can I do that with the Launch External Application Action??

TIA,

-Jose

Community Member

Re: CRS 3.0/3.1 Integration with 3rd Party software for PopUps

Hi Jose,

With specific development you do can almost anything.

With IVR you can prompt user for info, and with the scripts do something with that info(Database inserts, querys, etc). Using Launch External App you can have by example an vb application that querys the user info and display it to the agent.

If you have any question please send me an email.

Regards,

Sérgio

Silver

Re: CRS 3.0/3.1 Integration with 3rd Party software for PopUps

You can pass this user information from CAD to external application through enterprise paramaters.

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