[Asterisk-Users] RE: CTI development

[Michael Loftis]

from asterisk' point of view holding onto some sort of,a dn obtainign some 
sort of uniq ID can be done easily via AGI and variables....however, it 
sounds like, what you're talking about is more of an app (with several 
calls) and an resource too...
maybe....  not really certain.

--On Saturday, September 25, 2004 07:33 -0400 David Cook 
<dbc_asterisk at advan.ca> wrote:

>> Or what is it that you meant in particular?
>
> I'l bet he means 3rd party call control like in a traditional CTI
> deployment ala Cisco ICM, Genesys or an oldie-but-goodie, IBM CallPath
> DirectTalk.
>
> (Net-net version)
> Basically, a scratch-pad type area of ~2K that gets created/destroyed
> with every call and _follows_ the call for its life in the system. Olus
> the ability of a 3rd party computer application aka "softphone" to
> control the telephone appliation - this part we've got but still needs
> some modification for true CTI.
>
> (Example)
> So the caller gets to the IVR. The IVR pushes data relevant to the
> current call onto the scratch pad using a unique call event ID then
> xfers the call to the call centre Q.
>
> The call gets allocated to an agent in the Q. Their desktop application
> gets an alerting message which is basically a ring event alerting them
> that they are about to get the next event including the internal ID of
> the event. (In traditional environments this happens _slightly_ before
> the phone rings.
>
> The application then reads the scratch pad data associated with the call
> event ID so the desktop can have full context of what has gone before
> in the call. The desktop application then does whatever it needs to do
> in the customer environment - this is custom development - the CTI
> vendor offers an SDK for interface to their softphone product.
>
> The desktop application needs the ability to also write/update to the
> scratch pad as there may be a need to xfer the call to another agent or
> back to the IVR which should be able to read the updated data.
>
> I may not have the skill to code all of the application, but I'm a call
> centre solution architect. If anyone would like to bring this
> functionality to Asterisk I would be excited to offer industry advice.
> There are lots of gotchas in the CTI world that are completely _not_
> related to programming skill. The wrong implementation simply won't
> have a market.
>
> dbc.
> --
> David Cook
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