We are currently testing CUCM 7.x and are using LDAP. We also have a CRM application were we have all our customers. Is it possible to query this database from CUCM so we can find this contact information on the IP phone or CUPC?
You can query any LDAP directory and display the results on an IP phone. There is a sample app in the SDK.
However, you can go beyond that. We wrote a custom application for a customer that uses Oracle's Siebel CRM and they want to display customer info on the phone screen based on the caller ID of the incoming call. We use JTAPI to read the caller ID and then did a CRM look up to find customer info (last called, account manager, etc.) and display the information on service rep's IP phone.
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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