[Asterisk-Dev] External Call Control/ CTI
francois.lambert at aheeva.com
Mon Jan 19 17:37:21 MST 2004
For those of you that are interested, we have modified the queuing model
of Asterisk to support CTI functionalities for both Outbound and Inbound
calls. The CTI module is external (running on Windows 2003). We are
sending all call related status (AGENT_IN_CALL_OUTBOUND, RINGING,
ESTABLISHED, AGENT_IN_CALL_INBOUND, CALL_QUEUE, CALL_DISTRIBUTED,
CALL_ABANDONED, etc). For those of you familiar with Genesys, It is very
We have also developed the ANSWERING MACHINE DETECTION to support
The CSR softphone is IAX2 based.
This is now in production since 3 months.
In our case, CTI was absolutely necessary to complete those tasks. But I
believed that this should not be part of Asterisk except that Asterisk
should only send messages to an external party.
Tel. : 514-448-4905 #2200
Cel. : 514-570-4797
On Sun, 2004-01-11 at 12:16, Jonathan Tew wrote:
> I posted on this topic a while ago (see Architecture for CTI on
> 12/9/2003) and it went no where. Asterisk does lack in this area.
> Asterisk should provide CTI capability so that an application can be
> completely aware of the state of the hard/softphone and control it.
> you look at Cisco IPCC (a VoIP platform) it provides all this
> capability. And in the non-VoIP realm.... Avaya, Genesis, etc. all
> provide CTI capability.
In the case of the question I responded to, CTI isn't the only answer
though. What Tom wants can be accomplished without the need to purchase
an outside application and make an interface for it into asterisk.
I'm not arguing whether or not asterisk should have CTI, it wasn't
necessary in this instance. I don't share your itch so I'm not
interested in scratching it as there are more interesting things to me
to be completed first. You are always welcome to work on it yourself
> Steven Critchfield wrote:
> >On Fri, 2004-01-09 at 15:08, toms at xmission.com wrote:
> >>Hello all,
> >>I searched the groups for something on point and while I found some
> >>issues, none were right on so here goes...
> >>I was wondering if there is any support for external call control
> >>external ACD systems. I worked on an ACD system that was external to
> >>switch (Harris) and I would be interested in creating an interface
> >>control. The idea being that a standalone box only needs to know
> >>call arrived in the queue, and it will direct it to the agent with
> >>correct skill set (skills-based routing). There is really no reason
> >>the main switch perform this type of processing and the associated
> >>reporting etc. Other things like agent on hook/off hook and call
> >>(ringing, parked, etc) would be necessary.
> >>Has anyone worked on this that may be able to point me in the right
> >>The best analogy I can offer is wanting a CSTA type interface to
> >On the old system you are used to, it was probably necessary for
> >to be an external computer t do more than rudimentary routing. But on
> >asterisk, you already are on a computer. You also are on an open
> >platform that provides you with the ability to add or change code
> >is there.
> >With that said, have you looked at the queue stuff yet? As I
> >it, the routing plans are modular and pluggable. This means if you
> >wanting to write a different method of deciding which calls go where,
> >just write it as a plug in to the current queue app and revel in how
> >easy the interface is.
> >Try working with the tools first, and then determine what other tools
> >you need.
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Steven Critchfield <critch at basesys.com>
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