I'm developing an in-house CRM/customer support system and would like it to interact with the company phones. Our Cisco phones are connected to a Unified Presence Server (i think) via SCCP. Here's what I'd like to accomplish:
1) Initiate calls - Allow users to start phone calls by pressing a button from the client directory in our CRM system. Calls should be initiated from a specified extension. It would be best if phone waited for the user to do something (e.g. press a button on the phone) before dialing the number.
2) Detect incoming calls - Have the Cisco system notify the CRM when an incoming call arrives at a given extension or phone. The notification must include the caller ID, which will be used find and pull up a client in the CRM.
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